Shopping Help
We want you to have the simplest and easiest buying experience possible. Read on for details about purchasing, shipping, checking order status, returns, and more.
Place an order
What is a pre-order?
A pre-order is a purchase of a product that is not currently in stock. Placing a pre-order secures your spot on the next batch of products that come in.
How do I know if something is on pre-order?
As you browse all of our products, you will see a "Pre-sale only" banner and "Pre-order now" button on pre-order products.
For pre-order products, we advertise under the product title that the item is on pre-order as well as a rough idea of when it'll be shipping.
You'll also notice that the buy button will have the text "Pre-order now" rather than "Add to Cart." Beneath this button, we have a specific expected shipping date listed.
The product page will have a few signs that something is on pre-order.
When does my order ship?
For pre-order products, you can find the expected shipping date on the product page. (Refer to the above image.)
Once your order is shipped, you'll receive a tracking confirmation email so you can stay up to date with your delivery.
If we run into any unexpected delays, we will email you with regular updates.
When does my 30-day money-back guarantee start?
Your 30-day money-back guarantee starts from the day you receive your item, not the date on which you initially purchased it.
When does my 2-year warranty start?
Your 2-year warranty starts from the day you receive your item, not the date on which you initially purchased it.
What if I change my mind/want to cancel my pre-order?
Not a problem! Simply email us and we'll cancel and refund your order immediately with no questions asked.
Why is it on pre-sale?
We offer our gear to be purchased in advance for a few reasons:
- It helps us ensure we allocate enough stock to each region.
- It helps you plan. If you're looking for a HOTTAP, being able to pre-order with an expected date gives makes sure you plan appropriately. It also helps forecast and budget in advance.
- If the “Add to Cart” button is there, it means the product is in stock and ready to ship. For shipping and delivery times, you can check our shipping and delivery FAQ here.
Delivery
Once your order is despatched, you will receive an order confirmation email that will include a tracking link.
You can also go to the website of your region:
Go to "Help" and "Track my order"
Learn about how long delivery will take.
If you want to get more help on tracking your order, please contact us on this link and choose "Where is my order."
FAQs
I can't find the order confirmation email
Make sure to check the email inbox of the same email address that you used to place your order.
Why does my tracking show multiple parcels?
Sometimes we send large order in multiple boxes. Each box will have its own tracking number assigned to it.
My tracking link shows that my order stopped moving
Sometimes the courier will be experiencing delivery delays. This means that some orders (or even part of your order) will not receive any updates for up to 10 business days.
During this time, you can reach out to the courier and ask them for a status update of your order.
If there are no updates for 10 business days, please contact us on this link and choose "Where is my order." We will then start an investigation with the courier.
Only part of my order was delivered
Sometimes we send large orders in multiple boxes. Couriers may then split up the boxes and deliver them across a few of days.
Check your tracking link for the other boxes/tracking numbers. They will still receive updates as they are delivered to you.
If there are no updates for 10 business days, please contact us on this link and choose "Where is my order." We will then start an investigation with the courier.
Pre-order status tracker
To check the status of your order, go to the website of your region:
Go to "Help" and "Track my order"
Note: The pre-order tracker will only return the latest estimated despatch date. If you would like any other information, please contact us on this link and choose "Where is my order."
FAQs
How do I know if I have a pre-order or a regular order?
When you placed the order on our website, you would have seen a "Pre-order now" button for a pre-order, or you would have seen an "Add to cart" button for something that was in stock (i.e., a regular order).
Also, if you ordered something that was in stock, you will receive a despatch notification email within 1-2 business days, along with a tracking link. You can track your order using the link.
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