Order FAQs

Why does my payment card show two charges?

We charge your card only for the portions of your order that have shipped.  If you had multiple items in your order, and they shipped from multiple locations, or over multiple days, you will see separate charges; one for each shipment.

My order was cancelled, but I still see the charge for it on my credit card statement.

Typically you will see a pending charge on your bank account as soon as you submit your order.  If your order was cancelled, we send this information to your bank so that they will remove the pending charge from your account.  Depending on how your individual bank handles authorizations, this may take 1 to several days to resolve. Please contact your bank directly for more information or assistance.

Still having trouble?  Please contact us Monday thru Thursday 9AM-6PM EST and Friday 9AM-1PM EST at 1-845-231-0511


I did not receive an email confirming you received my order.  How can I be sure my order went through?

After you complete the checkout process, an order confirmation will appear on your screen detailing your final order, including shipping charges, your billing address, and the items that are being sent to your shipping address. We recommend making note of the order number for your reference. 

After we've validated your payment & delivery information, and assuming you've provided a correct email address, you will receive confirmation via e-mail that your order is being processed. This typically takes a few moments, but if there are any discrepancies provided with your billing or delivery information, it may take several hours for us to review & resolve.

If you do not see your order confirmation email within a reasonable amount of time, please check your spam folder.

If you still have concerns about the status of your order, please contact us Monday thru Thursday 9AM-6PM EST and Friday 9AM-1PM EST at 1-845-231-0511. Be sure to provide the order date,  as well as the name, email address, billing and shipping addresses associated with the order so we can efficiently research on our end.