Orders & Payments
Was my order successfully placed?
You’ll see a confirmation on screen once your order is placed, and we’ll send you an email with your order number and details. For digital products, this email will include your download link. Please note that all orders are subject to product availability. You will receive a second email only for physical products once they have shipped.
Changing or cancelling an order
Because orders are processed quickly after they are placed, we may not be able to update your address, change the shipping method, or modify or cancel an order. If you need help, please contact us as soon as possible through our Contact Us page and we will do our best to assist.
How will I receive my order?
If you order the printed guide, your guide(s) will be mailed to you.
If you order the digital guide, once your payment is processed, you will receive an email with a link to download your file. You can also download it directly from the order confirmation page.
When will my credit card be charged?
Your credit card will be charged either when your order is accepted or at the time of checkout.
What are your payment methods?
We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and accelerated checkout options including Shopify Pay, Apple Pay, and Google Pay.
Credit Cards: We accept American Express, Mastercard, Visa, Discover and more.
Cash or Travelers Checks are not accepted.
How can I pay for international orders?
We currently ship only within the United States and do not offer international orders at this time.
Why is a phone number required?
We need your phone number to verify your payment and protect you from fraud. If there is an issue with your credit card or address, we will use it to contact you and fix the problem quickly. It also gives us a backup way to reach you if we have any questions about your order.
Can I send a note with my order?
At this time, we are unable to include any notes in orders.
Why was my order flagged for verification?
An order may be flagged for potential fraud or require further review based on a number of factors. These may include payment issues, differences between the order location and shipping address, or other irregularities that raise security concerns with our payment processing system. To safeguard your purchase and confirm its legitimacy, you may be asked for additional identification or payment verification. This process helps ensure that the order was placed by you and protects you against possible fraud. If your order is affected, we’ll contact you promptly to keep any delays to a minimum.
Do you fulfill Amazon "Buy for Me" orders?
No, we do not participate in Amazon's "Buy for Me" or "Shop Direct" programs. Orders from buyforme.amazon emails will be canceled without notice, as they bypass our standard checkout and may lead to out-of-stock issues or chargebacks. Please shop directly on our site for the best experience.
Do you offer Gift Cards?
We currently do not offer gift cards.
Digital Guides
I have not received my digital guides, where are they?
Please check your spam and trash email folders if you have not received a link to download your guide within a few minutes. Also be sure you are checking the email account you entered during checkout. If you still cannot find your email, please contact us directly.
Can I share my digital guides?
No. All guides are copyright-protected and for the purchaser's personal use only. You may not forward, copy, or distribute them. Each file is digitally stamped with your order information to trace the original purchaser. By downloading this digital guide, you agree to these terms.
Notifications & Pre-Order
What happens when I click the "Notify Me" button?
Clicking "Notify Me" opens a form to submit your email or other contact method to receive a notification when stock returns. You will not be charged for the product.
Note that you will not receive an email confirming your request to be notified. But you will receive an email once the guide is available.
Does the Notify Me button charge me or reserve the product?
No, it only collects contact info for alerts; no payment or inventory hold occurs, unlike pre-orders.
What is a pre-order?
A pre-order lets you purchase an item that is currently out of stock or not yet released. We only offer pre-orders when we expect the item to ship or be available within the next 30 days.
Am I charged immediately when I pre-order a product?
Yes, your payment is collected at checkout.
Can I cancel a pre-order?
You may cancel a pre-order that has not yet been fulfilled. Once a physical item has shipped, it cannot be canceled, but it may be eligible for a return. Please note: Digital pre-orders cannot be returned or refunded once the download link has been sent.
Shipping
What are the shipping costs for my order?
Shipping will be calculated for you at checkout, depending on the shipping method selected at checkout. Digital-only orders do not incur shipping costs.
Free shipping is available on orders $65. For bulk or wholesale inquiries, please contact us.
When can I expect my online order to arrive?
Fulfillment time
Orders are processed and shipped within 1–4 business days of being placed. Fulfillment time does not include carrier transit time. Orders placed after 2:00 pm EST are processed during the next fulfillment window.
Shipping time
Shipping time begins once your order has shipped and depends on the shipping method selected at checkout:
- USPS First-Class Mail: 3–6 business days
- USPS Priority Mail: 1–3 business days
Delivery times are estimates provided by USPS and are not guaranteed.
Total delivery time
Total delivery time equals fulfillment time plus shipping time.
For USPS First-Class Mail, orders typically arrive within 3-7 business days from the order date. Please note that business days do not include weekends or holidays.
Shipping days and holidays
We ship Monday through Friday, excluding the following holidays:
New Year’s Day; Martin Luther King Jr. Day; Presidents’ Day; Memorial Day; Independence Day (observed); Labor Day; Thanksgiving Day and the Friday after; December 24–31.
What is the definition of a business day?
A business day refers to any day from Monday to Friday.
My order says the shipping label has been created. What does that mean?
When you receive your shipping confirmation email, the tracking may show that a label has been created and the carrier is “awaiting item.” This means your order has been prepared for shipment and a shipping label has been created.
Once a shipping label is created, a shipment confirmation email with tracking details will be sent to the address provided at checkout. If you don’t see this email, please check your junk or spam folder.
Please allow up to 10 business days of transit time before contacting customer service about a potentially lost package. Lost-package claims must be reported within two months of USPS acceptance.
Why is my order taking longer than expected to arrive?
Once your package has been picked up and handed over to the shipping carrier, any delays that occur due to the shipper are outside of our control. As soon as your order ships, you’ll receive a confirmation email with tracking information, which we encourage you to follow closely to stay updated on your package’s status.
If you’re working with a deadline or need your order quickly, we strongly recommend choosing USPS Priority Mail, as standard shipping can experience delays.
Delivery delays that occur after the shipper scans the package are outside our control and are not eligible for refunds. Carrier updates, including weather-related delays, can be found at usps.com/tracking.
My package tracking says "Returned to Sender." What should I do?
If your package is marked as "returned to sender," it usually means there was an issue with the shipping address that made delivery unsuccessful, and the order is being sent back to our warehouse.
You will have 30 days from the date we receive the returned package to contact us and reclaim your items. If we do not hear from you within that timeframe, the items will be returned to inventory.
Do You Ship Internationally?
We currently ship only within the United States and do not offer international shipping at this time.
How Do Pre-Order Items Ship?
Pre-order items follow different timelines than currently available items. Pre-order items ship in the order received after production is completed and inventory arrives at our warehouse. If your order contains a pre-order item, the entire order will ship together once all items are available. Digital items in your order will still be delivered immediately.
Can I change my shipping address for the order?
We are not able to edit shipping addresses once an order has been fulfilled or shipped.
Do you ship to PO Boxes?
Yes, we do have the option to ship to PO Boxes. We encourage you to use a physical address when possible, to avoid further processing and shipping delays that may occur.
What if my package is lost or stolen?
We’re not responsible for items once marked as delivered, including theft, and can’t reship them.
Shopping Cart
Does the subtotal displayed in the Shopping Cart include shipping and taxes?
No, shipping (if applicable) and taxes will be calculated and added at checkout.
How can I add more items to my cart?
You can keep shopping by using the search bar at the top of the page or by clicking the "ilubra guides" in the header, which will take you back to the homepage.
How do I update the quantity of an item in my shopping cart?
Simply use the quantity selector located to the right of the item’s image and enter the desired quantity.
How can I remove items from my cart?
Click the "Remove" button or icon located next to the item you wish to delete. Your cart will refresh and update automatically.
Returns
What is your return policy?
All ilubra guides physical products are covered by a warranty against defects. If your guide is defective, contact us for a free replacement. Digital downloads are non-refundable and cannot be returned because they are delivered instantly and cannot be "sent back."
Please see our Returns page for more information.
How do I request a return?
Please reach out to our customer service team on our Contact Us page.
Please see our Returns page for more information.
Bulk & Wholesale
How do I place a Wholesale Order?
We are not currently accepting new wholesale applications as we have reached our capacity for the season. If you would like to be notified when we reopen for new accounts, please reach out through our Contact Page with your business details. We will keep your information on file and contact you as soon as an opening becomes available in your region.
Other Questions
Do you accept customer testimonials?
Absolutely! We welcome your testimonials. Please submit a written testimonial or a link to your video or written reviews on other sites through our Contact Us page. By sending a testimonial, you grant us permission to use it in both online and print marketing materials.
Can I provide general feedback?
Yes, we value your feedback and are always looking to improve. Feel free to share any ideas or comments about our website or products via our Contact Us page.
How do you use my personal information?
We collect personal information like your name, email, shipping and billing details, and payment information to process your orders, provide support, and improve your experience. We also gather technical data such as IP addresses and cookies to enhance site functionality.
Your data is used to fulfill orders, communicate with you, and send promotional messages if you opt in. We never share your account contact or payment information with third parties except trusted providers essential for payment, analytics and shipping.
By using our site or purchasing from us, you agree to this data collection and usage as described in our Privacy Policy. We may update this policy occasionally and will post changes on that page so you’re always informed.