Frequently Asked Questions
Ordering
- What payment methods do you accept?
- How can I check the status of my order?
- Can I place a bulk or custom order?
- What should I do if I didn’t receive my order confirmation email?
- Can I reorder a previous purchase?
- What happens if an item I ordered is out of stock?
Shipping & Delivery
Returns & Refunds
- Do you offer store credit instead of refunds?
- What items are non-returnable?
- What should I do if I received a defective or incorrect item?
- How will I receive my refund?
- How long does it take to process a return?
- How long does it take to get a refund?
Payments & Billing
Account Management
Product Information
Technical Issues
- Do you accept EBT or Snap benefits?
- Can I use the website on any browser?
- What should I do if the website times out during payment?
- How do I enable cookies to use your website?
- Why isn’t my order history showing in my account?
- How do I report a bug or issue with the website?
Ordering Footwear
- What should I do if the footwear doesn’t fit?
- How do I know if the footwear is compliant with NYSDOCCS regulations?
- What happens if the recipient is transferred to another facility?
- Are there any fees for shipping to NYSDOCCS facilities?
- Can I cancel or modify my order after placing it?
- What should I do if my order is rejected by the facility?