Why did my order ship late?
Thank you for your recent order.
Due to current precautions and increased order volume, it is taking longer than expected to process orders. We appreciate your patience as we work to get you your items as quickly and safely as possible.
Just a reminder – our delivery time frame is 7-14 business days.
Questions? Please contact us.
Where is my order?
Check on your order anytime: You can track your order on our tracking page. Enter your order number. Click track to view your delivery details. If you're a registered user, you’ll receive a confirmation email from us once your order has shipped.
If your order shows as delivered and you are not able to locate your package, please contact us.
Please print a PDF Affidavit Form, fill out with Order Number, Order Total, Name, Billing Address, Phone Number, and Email Address.
Please sign, date, and send to our Analysts for review.
Customer Relations Analyst
500 S. Mesa Hills Dr.
El Paso, TX 79912
*For orders of $200 or more, a police report will be required. Please attach the police report to your signed affidavit letter.
Why did the Consumer Protection Group (CPG) put my order on hold?
Your shopping security is our highest
To safeguard your information and reduce potential risk, we conduct additional verifications when an order doesn't look like quite right.
We double-check things like:
Questions? Contact us
Why did the Sales Recovery (SR) team put my order on hold?
Your shopping security is our highest priority.
At times our Sales Recovery Team needs additional information before we can send your order.
We require additional info for things like:
• Missing or miskeyed credit card information
• Transaction denied by issuing bank
• Issuing bank requires additional information
Questions? Contact us.
Why did my order get canceled?
Our apologies. We know this is frustrating.
When you placed your order, the item was available. But stock depleted as we filled orders, and at shipping time the merchandise was no longer in stock and was canceled. You will not be charged for canceled items.
Why does tracking information show "Not Found"?
If you don’t get your package in the next 3 business days, contact us.
Sometimes tracking information shows as “not found” if the shipping label does not scan properly. If it has been more than 20 business days since you’re expected delivery date, contact us. We will gladly issue you a credit.
What should I do if I received the wrong item?
Received An Incorrect Item?
Please place a new order on our website and return the incorrect item using the instructions on the back of the packing slip. Or, contact us. We'll issue a credit for the incorrect item to the original credit card, and charge your card for the correct item once it's shipped.
What should I do if an item is missing from my order?
Missing An Item From Your Order?
If an item is missing from your package but listed on the packing slip as shipped, it may have shipped separately. Check your order status in your Account any time. If the item is not backordered, please contact us.
Why isn't the price in my shopping bag the reduced price?
Discount not applied at checkout?
Be sure to check the offer carefully. Sometimes only specific colors or sizes are offered at the reduced prices. Still have questions? Contact us. We're happy to help.
Does the item come in other sizes, colors, lengths, etc.?
Be sure to check online for our most updated selection of sizes, colors and silhouettes.
When will I receive my return credit?
Returns take about two weeks to process—including transit time to our warehouse.
Once we receive your return, we try to process it within two business days. Refunds back to your payment method vary depending on your provider, but generally take three days to post. Once your return has been processed, it will be listed as returned- along with the date it was processed. Check order status in your account any time. If you're a registered user we’ll send a return received email once we’ve received your return—and a second email once we’ve processed it.
Final sale items will not be refunded.
Why is my credit less than my order total?
Refunds are for the merchandise amount plus any applicable tax.
If you used our pre-paid return label, $10.99 was deducted from the merchandise total. The original shipping and handling is non-refundable.
Shipping & Handling Charges
Why are there multiple shipping & handling charges on my bill?
Your card will only be charged one (1) time, when your order is shipped.
When you place your order, we authorize your card for the full order amount. This places a pending authorization on your card—common bank practice when handling credit card transactions to ensure sufficient funds and account authenticity. This sometimes appears as two duplicate, separate charges. Please allow up to 72 hours for the pending authorization to clear. If you need help speeding up the process, please contact the credit card issuing bank.
Is my personal information safe?
Login & Registration
How do I reset my password?
Forgot your password? No problem.
Just click "Forgot your password?" on our login page.
Why can't I log in?
Please check your email address or password and try again.
Remember, your password is case sensitive.
Trouble with registration?
We’re sorry you’re having trouble.
Here’s a reminder of our login requirements.
• Your email address can't begin with a number.
• The password field is case sensitive.
• You must re-enter your password exactly as you did when you registered. (Password, PASSWORD or password).
• Your password must be 8-10 characters and contain at least 1 letter and 1 number.
Still having trouble? Contact us.
How do I view or modify my info?
View or modify your information by logging in to your account.
Access your account information anytime by selecting Account located at the top of every page.