General Questions

What is "ships direct from supplier"?

"Ships direct from supplier" items are products that ship directly from our supplier to you instead of shipping from our local stores. This means we do not keep these items in stock at our local store. 

How does "Ships direct from supplier" ordering process work?

When you place an order on our website for a "ships direct from supplier" item, we forward the order details to one of our trusted suppliers, who then packages and ships the item directly to you.

Is "ships direct from supplier" safe?

Yes. We work with trusted suppliers and monitor product quality, shipping performance, and customer satisfaction to ensure reliable shopping experience.

Can I purchase "ships direct from supplier" items in stores?

No. "ships direct from supplier" items are available exclusively through our website.

Shipping ("ships direct from supplier")

How can I tell if an item is "ships direct from supplier"?

Products that "ship directly from a supplier" will be clearly identified on the product page and during checkout. These items are listed as Online Only and include a "Ships direct from supplier" message on the shipping option.

Can I combine "ships direct from supplier" items with regular items in the same order?

Yes, however "ships direct from supplier" products will ship separately from other items in your order.

Will my entire order arrive together?

Not always. Since "ships direct from supplier" products ship directly from suppliers, they may arrive separately and on different delivery dates.

Why are some "ships direct from supplier" products shipped separately?

Products may come from different suppliers or local stores, so items in the same order can arrive in separate packages and at different times.

How long does shipping direct from supplier take?

Shipping times vary depending on the supplier shipping location. Orders typically arrive within 3–5 business days.

Will I receive tracking information for "ships direct from supplier" orders?

Yes. Once your order ships, you will receive a tracking number by email so you can monitor delivery progress.

Why did I receive only part of my order?

Some items may ship separately because they come from different local stores and suppliers. The remaining items are still on the way and will arrive in separate packages.

Will I receive multiple tracking numbers?

Yes. If your order ships in multiple packages, you may receive separate tracking numbers for each shipment.

Will I be charged extra shipping fees for split shipments?

No. You will only pay the shipping charges shown during checkout.

Why are my items arriving on different days?

Supplier shipping locations, and local store shipping locations can be in different states. 

How can I track the rest of my order?

You can track each shipment using the tracking links provided in your shipping confirmation emails.

Will I receive a refund if I cancel my "ships direct from supplier" item?

If the product has not yet been processed or shipped, a full refund will be issued.

Cancel Order ("ships direct from supplier")

Can I cancel my order?

Yes. Orders can be canceled within 30 minutes of the order placement.

How do I request an order cancellation after the 30-minute order placement window?

Contact our Customer Care team as soon as possible with your order number and cancellation request.

What should I do if I receive a damaged item?

Contact our Customer Care team within 48 hours of delivery with photos of the damaged item and packaging so we can arrange a replacement or refund.

Do I need to return defective products?

In many cases, no. Depending on the supplier and issue, we may issue a refund or replacement without requiring a return shipment. Contact our Customer Care team for assistance.

What happens if a product becomes unavailable after I order?

We will send you an email to inform you if any items in your order are unable to be fulfilled. Your card will not be charged for any items unable to be fulfilled.

Returns ("ships direct from supplier")

What is your "ships direct from supplier" return policy?

Returns of unused items in the original packaging will be fully refunded within 60 days (90 days if you’re an Insider Perks member).  You can return items shipped to your home for free by initiating a return using our digital self-service tool, accessible from your order history page.  

How long do refunds take?

Refunds are generally processed within 5–10 business days after the supplier receives the product back, and can take longer depending on your payment provider.

How do I return a "ships direct from supplier" item?

Returns are initiated through our self-service returns portal. Simply follow the instructions provided to generate your return request.

Where do returned items go?

Returned items are sent directly to the designated supplier return location provided during the returns process.

Is return shipping free?

Yes. A shipping label is available to print through our self-service returns portal. 

Lost/Damaged ("ships direct from supplier")

What if my "ships direct from supplier" order is marked delivered, but I did not receive it?

Carriers frequently try to put deliveries in a location where they can't easily be seen and stolen.  First, check around your property, with neighbors, or your local office. If you still cannot locate the package, contact our Customer Care team for assistance. It's most helpful if you would give us your order number and let us know if your whole order is missing, or if it's just certain items.

What happens if my package is lost in transit?

If a package is confirmed lost by the carrier, we will work with you to provide a refund when eligible. Contact our Customer Care team for assistance.

What if the "ships direct from supplier" product is damaged during shipping?

Contact our Customer Care team within 48 hours of delivery and include clear photos of the damaged item and packaging.

What information do you need to process a damaged item claim?

We usually require:

• Your order number 
• Photos of the damaged item 
• Photos of the packaging 
• A brief description of the issue