Will my order arrive by Christmas?
Because shipping couriers cannot guarantee holiday delivery for any orders this holiday season, we recommend placing orders by the following dates to give your products the best chance to deliver by 12/24.
Standard Flat Rate: 12/8
UPS Ground: 12/13
2 Day: 12/16
If you have any questions, please email us at email@example.com.
Can I make changes to or cancel my order?
Please reach out to us at firstname.lastname@example.org as soon as possible for any order changes/cancellations. Please include your full name, email address and order number along with any changes you would like. We cannot make changes to an order once it has entered fulfillment and cannot cancel an order once it has shipped.
See the next question for return/exchange instructions.
Can I return my item(s) for a refund or exchange?
Please email email@example.com with your name, email address and order number if you'd like to return any of the items you receive for an exchange or refund.
The refund/exchange policy is different for each product on the site. In the event that your item is eligible for a refund/exchange we will provide instructions upon receipt of your email request. Please note that any shipping costs for returns/exchanges are the responsibility of the customer if the item/order is eligible.
When will I receive my order?
Once an order is placed please allow up to 5 full business days for fulfillment prior to shipment. Once your order is shipped, estimated delivery date is determined by the shipping method selected at checkout:
DHL Ground: 5-7 business days in transit
UPS Ground: 3-5 business days in transit
UPS Air: 2 business days in transit
DHL PKT International: days in transit are subject to change based on delivery country and customs clearance times.
Once your order is shipped you will receive tracking information via email.
My order has shipped but why does my tracking show "no results"?
If your tracking shows "no results" or "shipment ready for _" that means your order has recently been shipped and will scan in its first update within 48 hours of shipment. If your tracking shows no results for more than 3 business days please let us know via email at firstname.lastname@example.org
My Tracking says my order was delivered, but I haven't received it - what should I do?
UPS, FedEx and DHL often hand off packages to your local USPS office for final delivery. Sometimes USPS marks packages delivered prior to actual delivery - especially during the holidays. We recommend doing the following and waiting 2-3 full days after your tracking is marked as delivered:
- Look for a notice of attempted delivery
- Check all areas of the delivery location (doorman, mail room, etc.)
- See if someone else accepted the delivery
- Contact your local USPS office with your tracking number
If you do not receive your package after 3 full days of it being marked delivered please reach out to us at email@example.com
Are there additional costs for International orders?
Shipping charges do not include any import tax, duties or custom/clearance fees which may be applied once your shipment reaches your country. We are not responsible for these fees due to inability to supply estimated duties. This info will vary by country.
As the importer of record you are responsible for any of these import charges imposed by your country and you must comply with all laws and regulations of the country in which you are receiving the goods. Contact your customs office for information on what these charges may be.
I received the wrong size, color item - what should I do?
First off, we apologize! Please check your order confirmation before reaching out in case you received something different than what you ordered.
If you received the wrong items, size or color please email firstname.lastname@example.org with your full name, email address and order # as well as an image of the incorrect product.
What are your instructions for washing & care of apparel?
Follow the instructions on each garment tag. In general machine was cold after turning the item inside out to protect the design. Avoid drying on high heat.
What if my question isn't here?