frequently asked questions

All Of Your Questions


Shipping & Tracking

International orders

• Do you ship to international locations?

Yes, we absolutely do.  International orders can be shipped via USPS First Class Mail International (economy), USPS Priority Mail International, and USPS Express Mail International. DHL shipping is also available for fast and reliable service. Please note that orders shipped via economy shipping (first class mail) do not include tracking numbers or insurance, and can take up to 5 weeks for delivery. Please view our Shipping page for more details.

Shipping Info ⟩

• Why am I am being asked to pay a fee to receive my package?

Each country is different, but many countries charge fees or duties to import items, usually based on the cost of the item. In order to properly insure these products, the actual cost of the item must be added to the custom’s form. It is the buyer’s responsibility to pay these fees on their order.  Please do not ask us to mark orders as is illegal.

Tracking & transit time

• Will my order be shipped immediately after I place it?

No.  Many of our products are not stocked and are made to order. Our FTM Prosthetics specifically are made to order, which means we don’t stock these products so they are created as each order is placed.  Due to the unusually large number of orders we receive, there is a waiting list for these products.  Please see the WAIT TIME Page for current estimated shipping times for these items.

• How long will it take for my item to reach me once shipped?

It all depends on your location:  For U.S. orders, some items are shipped via UPS Ground, which can take 1-5 days depending where you live.  Refer to the UPS Transit Map at the bottom of this page for additional info on transit times.  Some items are shipped via USPS Priority Mail, which can take 3-5 days or longer in some situations.

For International orders, packages shipped via USPS First Class Mail International can take 2-5 weeks depending on your location. Packages shipped via USPS Priority Mail International can take 7-14 days. Packages shipped via USPS Express Mail International can take 5-7 days, however no guarantees are made. We take no responsibility for shipping transit times.

• Will I receive a tracking number with my order?

Yes, you will be emailed a UPS or USPS tracking number with each order.  However, any orders shipped via USPS are not always updated with tracking information.  USPS International orders are not always tracked once they leave the U.S.  We take no responsibility for the actions of the US Postal Service.

• My tracking number has said the same thing for a few days. Why is my package not moving?

In most cases, the tracking number info is not updated until the package is scanned at its next location. Your package may be on a truck or boat and in transit, and will most likely be scanned and updated once it reaches its next point during its journey.

In some cases your package may be stuck in customs for one reason or another. You may be contacted via phone or letter by customs, as they may need additional information from you in order to proceed with delivery.

• My package was lost, what can I do?

We'll try to do everything we can in order to locate your package, which usually includes contacting the shipping carrier to put a trace on the package, and filing a claim. If insurance was included on the product, and the claim is approved by the shipping carrier, then most likely we will be able to replace the product for you.

Unfortunately, in some cases they may be nothing we are able to do. Once we hand over your package to the shipping carrier we have no control over transit time or delivery of the package. It is out of our control.

Delivery & packaging

• How much will I be charged for shipping?

The cost of each shipment will vary from location and the size and weight of the order.  Our shopping cart system will provide an estimated shipping cost as you add items to your cart as long as you enter a destination or a zip code.  Shipping cost will be combined on orders with more than one item.  Please note that a small handling charge is added to the shipping cost of each item.  This is to cover the cost of boxes and packaging materials.

• If I order multiple products with different processing times will they be shipped separately?

Shipping fees are applied to orders based on the assumption that all products will be shipped in the same package. If you order a Pack n Play and an STP product in the same order, typically they will both ship together once both products have been completed (the product with the longest processing time will dictate shipment date). If you wish the product with the shorter processing time to ship as soon as it has been completed, additional shipping fees will apply. We would recommend making separate purchases to avoid confusion.

• Will my package be shipped discreetly?

Absolutely...all of our products are shipped in plain boxes.  No product information is displayed on the package.  Our shipping label has only our company name and address. We value our customers privacy and do our best to keep packaging discreet.

• Can I change my shipping address?

Yes! Our new system is set up so that you should be able to log in and change your address. However, if that does not work, you can contact us through phone or email and we will be happy to update it for you.

• Can I add delivery instructions, such as to place the package in a specific location when delivered?

Unfortunately, no. It is up to the postal carrier or UPS driver to leave the package where they see fit. We are not able to add delivery instructions to packages.