Have a question about your order, or need to make a change? Here’s the fastest way to reach us, exactly what to include so we can help right away, and when to expect a reply.
Our hours and response times
Our office hours are Monday to Saturday, 10am–4pm EST. We process all orders, tickets, and emails during these hours — no earlier, no later. If you reach us during office hours, we usually reply the same day. If you contact us outside those hours, please allow 24–48 hours for a reply, though you’ll often hear back much sooner.
How to contact us
There are two ways to reach us: our newer ticket system or our email [email protected]. We recommend the ticket system — it’s better monitored and faster, and any emails you send funnel into it automatically. Occasionally we’ll ask you to use email instead, usually when an image or video is too large for the ticket system, or when we need you to forward an email you received.
Submitting a ticket
Start in the Help Center — most answers are already there. If you can’t find what you need, scroll to the bottom of any article to the “Didn’t find what you need?” section and click Submit a Ticket. Here’s everything we need to handle your ticket as quickly as possible:
- Your name: Helps us tell similar orders apart, and gives us a way to address you.
- Your email: So we can reply with answers and any follow-up questions.
- Your order number: This is the big one. It’s how we find your order as quickly and accurately as possible. It’s a 5-digit number shown as “Order #XXXXX” in every email you receive about your order, and on screen right after you place it:
- Paying by card: It’s just above where you enter your payment details, labeled “Order number:” followed by the number.
- Paying by crypto: On either the page where you choose your coin or the page where you generate the address, scroll to the bottom and click the More Details tab to reveal your order number.
- What’s going on: In the subject line, put your order number and a few words describing the issue — for example, “Order #12345 — Lost Package,” “12345 — Change item,” or “Cancellation request — Order 12345.” In the body, give us the full picture. Share as much detail as you can — the more context we have, the faster we can resolve it with less back-and-forth. Include any screenshots or photos where possible, plus any crypto transaction hashes related to the problem.
- Seizure or destruction: If you’ve been told your package was seized and/or destroyed, send us the documentation you received along with the details above. If it came by email, forward it to [email protected]. If it was a letter, photograph it — make sure the image is clear, legible, and well-lit.
- Damaged or defective product: If an item arrives broken, spilled, empty, etc., send a few photos of both the item and the state it and the bag arrived in. If it’s a liquid you think was underfilled or leaked, photograph it with a light source close behind it so we can see the liquid line, plus a shot of the inside of the bottle.
Timing: reach us before your order ships
If you need to change or cancel an order, timing is everything — once your order leaves our facility, we can’t change it. Orders ship the same day if they’re processed before the daily carrier cutoff: 3:30pm EST for USPS or 3pm EST for DHL. To catch a change in time, reach out before that cutoff.
For the full breakdown of when your order ships based on when you placed it, see When Will My Order Ship? To see exactly what we can change and the cutoff windows for requests, see Changing or Modifying an Existing Order. If an item in your order is out of stock, see Item Out of Stock — Restock Timelines and Options.