Frequently Asked Questions
What methods of payment do you accept?
We accept Visa, Mastercard, Discover and American Express as well as ShopPay, PayPal, Facebook Pay, Google Pay and iDEAL.
What hours does your customer service team operate?
Our customer service team works 9AM-5PM MST Monday-Friday. We are closed and you may experience a slight delay on the following US holidays:
- New Years Day
- MLK Day
- President’s Day
- Cesar Chavez Day
- Memorial Day
- Independence Day
- Labor Day
- Indigenous People’s Day
- Black Friday
I need to return an item, what can I do?
Email us within 30 days, firstname.lastname@example.org
During November-January we extend our returns window to 90 days due to holiday shipping and various lead times.
I need to cancel my order, what can I do?
Email us when you receive your order confirmation number email@example.com
Please include your order number, name, email address, and item. If the order has not shipped, we will be able to assist you with the cancellation.
Do you offer shipping insurance?
We utilize MonkProtect as an option for our customers to add insurance on packages for $0.97 per order. MonkProtect lets customers guarantee the safe delivery of their online orders by paying a small additional fee during checkout.
Is it required to purchase MonkProtect?
No, this feature is optional. To opt out of MonkProtect, simply disable the toggle at the checkout. We request that customers purchasing products over $75 choose to enable MonkProtect.
What does MonkProtect cover?
Should your order become lost, damaged, or stolen, MonkProtect’s Automated Claims Portal allows you to quickly and easily resolve any issues. MonkProtect also assists with claims if you receive the wrong product, or if an item is missing when your purchase arrives.
Do you ship orders to the UK & EU? If so, how will orders be shipped?
Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK for orders under £135 and orders to the EU for orders €150 and Under.
Do you collect VAT or duties?
Yes, all duties and taxes will be paid at checkout.
Why aren’t the shipping rates calculated for my location?
Passport is unable to estimate shipping costs at the shopping cart page. Please continue to the checkout where you will find the taxes, international shipping, and duties calculated in one rate.
If your question has not been answered, please contact our team at firstname.lastname@example.org
Last updated July 2022