Frequently Asked Questions - FAQs

 I have filled out a Contact to Order form, when will I hear back from UNKNWN?

We respond to all inquiries in the order they are received. We will send you an invoice with the product(s) you have requested as quickly as we can but please note, if the CTO form is received after 6pm it may not be answered until the following day. 

I didn't receive a confirmation email, did my order go through?

If you didn't receive a confirmation email, please check your SPAM folder of the account you used to make the order. You may also want to check your payment account to see if a transaction went through. If those don't help you should contact us. Send us the name, address, date and email account used to make the order. DO NOT send us any credit card info using our form or email.

I didn't receive a tracking number, when should I expect it?

You should have a tracking number within 24 hours. Please refer to our shipping information for further info.

What countries do you ship to?

48 contiguous United States, Australia, Canada, France, Germany, Hong Kong, Japan, South Korea and United Kingdom. If you'd like to request your country be added please email 

I just placed an order, can I cancel it?

You can cancel an order prior to our shipping. Using our contact us form select Order Help and you must include your name, email, and order ID associated with the order. 

Why isn't my order showing up on the tracking page?

Give it at least 24 hours. If it still doesn't show up, contact us.

Can I change the address that my order is shipped to?


I have a credit from an online purchase, can I use it for in-store?

Unfortunately, not at this time. And vice-versa, in-store credits cannot be applied on 

I placed an online order, can I come pick it up at the store?

Yes, if you chose ‘in-store pickup’ as your delivery option. We need 1 business day to prepare the order for you, then it will be ready for pick up.

Will you charge sales tax on my order?

We charge sales tax in all states we operate in which is currently Florida.

I emailed customer service, how long will it take them to respond?

If you contact us using our form, we'll send you a response within 48 hours.

I just received my online order. Can I return it for a full refund?

All returns are subject to our returns policy.

If I return an item is there a restocking fee?

Yes, if you request the refund to your original form of payment. If you are requesting a store credit or exchange, no restocking fee applies.

Any further questions?

Please feel free to email us any questions using our contact us form