Returns, Refunds, and Reshipments
What is your refund/return policy?
Refunds and replacements for orders can be set up within 3 months from the order date. After 3 months, an order is no longer eligible for a refund or a replacement. Shipping fees are non-refundable.
For returns, we can accept an item sent back for a refund of the purchase price of the item (if any discounts are applied, the refund will reflect the discounted price, not the full price).
For exchanges of merchandise, due to inventory management and the policies we have with creators for their commission, we are unable to process direct exchanges of merchandise. We can accept a return for a refund (see above), and then you can place a new order for the item/size/color/cut that you prefer. Write to us at firstname.lastname@example.org to begin the return process.
How long does my order qualify for a refund or replacement?
We are able to offer a refund or a replacement for part of or a whole order (shipping fees are non-refundable) up to 3 months after the order date. After 3 months have passed, the order is archived and locked - we can no longer set up a refund or a replacement for an order after that point.
A part of my order was missing, what can I do?
If your order arrives and something is wrong, email us at email@example.com and we can get you sorted. In the email, please include the original order number, and let us know exactly which item(s) is missing from the package.
Please note: Sometimes smaller non-breakable items like the pins or stickers will be packed inside t-shirts or hoodie pockets. So if your order included one of these items and you do not see it right away in the bag or box, it could be hiding. Remove the apparel and unfold/shake it out, and your missing item might appear!
I need to cancel my order, what do I need to do?
Send us an email at firstname.lastname@example.org with the order confirmation number as soon as you decide to cancel your order! As long as the order has not yet shipped, we can cancel an order for a full refund.
If the order has shipped, we can only offer a refund of the item(s) minus the shipping fee upon the return of the merchandise.
I received the wrong item in the mail, what can I do?
Email us at email@example.com as soon as you notice the wrong item. If you let us know the original order number, what item you expected to receive, and describe or send pictures of the wrong item in your email, this can expedite the resolution process.
For domestic orders, we may email you a pre-paid return shipping label for the wrong item, and then the package can be dropped off at a UPS location. We will also set up a reshipment of the correct item, so you will not have to reorder.
If your order is international, we will not ask for the incorrect item to be returned but we will still set up a reshipment of the correct item.
I ordered the wrong size/color/item by mistake! Can I return it?
We are able to change an order before it ships by canceling the current order and having you place a new one for the correct item, so if you catch a mistake in your order before you receive the shipment notification email, then we can cancel the current order.
Due to our inventory management system, we are unable to offer direct exchanges for merchandise. Instead, we accept returns for refunds (minus the original shipping fee), and you can place a new order for the size/color/cut that you prefer. Just send us an email that you would like to return an item for a refund as an exchange, and we will reply with our shipping address and further instructions. Please see “What is your refund/return policy?” above.
I received a damaged item. How do I get a replacement or refund?
Send us an email at firstname.lastname@example.org and describe the kind of damage that the item has incurred. Pictures are appreciated and help us assess whether the damage was a manufacturing defect or occurred in transit. However, pictures are not required if a description of the damage is included in your email.
Once we confirm the reshipment, a replacement will be sent out within 2 business days. When a replacement is sent out, you will receive a shipment notification email like when the original order was sent.
If the damaged item was a limited release or is no longer available for sale, we can only send a replacement if there is extra stock left in the warehouse. If there is no back stock, then we will let you know and provide a refund of the item and shipping fee.
My order never showed up! Where is it?
If you feel your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages up to 3 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know there were no issues in the address that would cause the package to be returned or misdelivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid.
How do you know if the order has indeed been lost? There are some guidelines outlined below:
Domestic Orders - For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days. These orders include tracking capabilities with Standard Shipping through Mail Innovations, so you should be able to keep an eye on the package's progress. We can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 10 consecutive business days, or 2) shows "delivered" but is not found in/on/near the mailbox or door within 2-3 business days of the delivered date. Please note that all timelines may be extended due to information provided by the mail carrier about delays.
International Orders - For international orders, the delivery estimate is 2-6 weeks. This depends on the distance from the origin point (Montana, USA) and the import/customs regulations and procedures in the destination country. These orders may not include tracking with Standard Shipping through Mail Innovations, so we may not have a way to locate the exact position of the package. We can issue a replacement if you have not received the package after 6 weeks.
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