ORDERING & PAYMENT
What methods of payment are accepted?
We accept Visa, MasterCard, Amex, Discover, Paypal and Apple Pay on mobile. We do not accept, personal checks, money orders, or direct bank transfers.
How safe is my personal information if I order online?
When will my credit card be charged?
Most accounts are charged within 24 hours of receiving your order confirmation. Depending on your bank, once a credit card authorization is received the funds may be reserved up to 30 days (take a look at your bank’s fine print to see what their policy is). If you’re paying with a debit card, you might want to first confirm with your bank if there are limitations on daily withdrawal amounts on your card.
Can I order by phone?
We are so sorry, but we’re not taking orders over the phone right now. You can order directly from our online website and on your smartphone, if you’d like. If you have any trouble placing your order online, just shoot us an email at email@example.com.
How do I apply a promotion code?
We love a promo code! They are a super way to get discounts, and can sometimes be applied to sale items or already reduced merchandise, too. However, we do have a few rules: 1) Only one promo code can be used per order; 2) Your promo code must be valid to get the discounted price; and 3) you need to make sure all your items are in your shopping cart and you are ready to check out in order to use a promo code. Once you’re ready to go, on the order summary page, you will see the “Enter discount code” section. If your discount is not automatically deducted, please reach out to customer service at firstname.lastname@example.org.
How do I use a gift card?
Gift cards are just like cash—and who doesn’t love a little cash? In the payment section, simply select the “Gift Card” option and then enter your gift card number. If your payment is not accepted and your gift card is valid, email@example.com can help you figure it all out.
How do I change or cancel my order?
Unfortunately we do not provide cancellations.
What if I put the wrong shipping address on my order?
We are unable to make changes to the shipping address once your order has been placed. Download the UPS My Choice® app on your phone to get updates on your packages. Once the package has shipped, you can update your address in the app. We are not responsible for any additional charges that occur.
Can I add an item to an order I just made?
We’ve all been there—you forgot to add something you really like to your order. However, we can’t add or delete items from an order once a confirmation has been sent so, if that’s the case, you’ll need to place a new order for those additional items and return the other order.
Why do I get an error message when I’m trying to place my order?
Most error messages are related to a billing address discrepancy—we’re only human, right? You may have entered a billing address different from the one your banking institution has for your credit card (the billing address should match exactly what your bank has on file). Just make sure to carefully review all information and look out for any typos. If you’re still receiving an error message after reviewing your credit card info, and billing and shipping addresses, take a moment to make sure you’re using the latest version of your Web browser.
This generally resolves the issue.
What should I do if my order won’t go through?
If your order isn’t going through, you’ll see an error message. Oftentimes, the message will show a discrepancy with the billing address for your credit card, so take a moment to check that your billing information is totally accurate. If that doesn’t resolve the problem, try using a different Web browser or device, or contact your bank directly to notify them of your pending transaction. (If you make multiple attempts to complete your purchase, your banking institution could block the transaction as it may trigger a fraud alert.)
My credit card was charged twice. What do I do?
If you’ve just placed your order, there’s nothing to worry about: What you’re seeing on your bank account is a “preauthorization”(translation: a common bank practice when handling credit card transactions to ensure sufficient funds and account authenticity). Depending on your bank, this authorization usually clears within 48 to 72 hours.
However, if your order was never processed and/or no confirmation was issued, this pending hold will generally drop off in 3 to 5 business days. Our pro tip: Click the “Place Order” button only once to avoid multiple authorizations (you will only be charged one time for your order even if you have multiple authorizations).
When will my order ship?
We do our best to get things organized and out the door quickly. Orders are packed and shipped Monday through Friday only. An order placed by noon EST & 3pm PST is usually processed the same day - 72 hours, though our policy is officially 5 days from receipt of order.
Orders placed on the weekend and holidays are processed on the next business day. Express shipping orders placed Monday through Friday (excluding holidays) before 3 p.m. PST, will be shipped the same day. Orders placed after 3 p.m. may be sent the following day.
If we’re unable to process your order due to inaccurate or incomplete payment or address info, your order processing will be suspended for a maximum of 5 business days or until we hear back from you (whichever comes first). If we’re not able to make contact with you or confirm those missing details, your order will be cancelled and a full refund will be issued if your account was charged.
My order status says “Unfulfilled.” What does that mean?
“Unfulfilled” just means your order has been received and is being processed. Once your order is packed up and ready to go, the status will be changed to “Fulfilled.” Of course, we’ll give you a heads up about your order’s status change via email, along with your tracking number.
How will I know when my order has been shipped?
You’ll receive an email notification with your tracking number as soon as your order has been packed up and sent out. Packages are only picked up once a day, at 5 p.m. PST.
How do I track my order?
You can start to track your package the day after you place your order. Just copy and paste the tracking number provided in your shipping email confirmation into the UPS/DHL website under “Tracking No.” for the up-to-the-minute details on your delivery.
What if UPS can’t locate my tracking number?
No need to worry: Your tracking number won’t be recognized until approximately 24-48 hours after your order has shipped (this is the time needed for the UPS online tracking system to update). After that, you’ll be able to track your package and follow it straight to your front door!
What happens if I refuse delivery of the package, or if the order is undeliverable?
Here’s the scoop: UPS will make three attempts to deliver your package. If you refuse delivery or if UPS isn’t able to deliver your order, your package will be returned to us. (Please note: Failure to contact us with changes to your delivery prior to the order being sent back will result in your item being processed as a return transaction.) Then, a refund less the $5 restocking fee will be issued back to your original form of payment.
I think my package has been lost or stolen. What should I do?
If UPS shows they delivered your package but you did not receive it, it could mean that your package has been stolen. Likewise, if the UPS tracker can’t locate your package and it’s been more than 48 hours since it was shipped, your package may have been lost. Please contact us immediately at firstname.lastname@example.org for assistance if you think either of these situations have occurred.
How Is COVID-19 Affecting My Order?
Currently, all packages are still be shipped out and delivered by UPS. There may be slight delays with less employees at warehouses and at UPS, but we greatly appreciate your patience for any reasonable delays that might occur!
Can I Get COVID-19 From My Package?
Experts at both the CDC (U.S. Centers for Disease Control) and WHO (World Health Organization) have stated that the likelihood of catching the COVID-19 virus by touching cardboard or other another shipping container is low.
What Is UPS Doing To Ensure My Safety While COVID-19 Is A Concern?
UPS is following the guidance of global health experts at the World Health Organization (WHO) and U.S. Centers for Disease Control (CDC) on preventing the spread of the COVID-19 virus. They are reminding their employees about frequent hand washing, and are regularly cleaning and disinfecting their facilities and equipment. Importantly, they are asking that their drivers, pilots, and other employees stay home from work if they feel sick.
You can read more about how UPS is ensuring your safety here!
RETURNS, EXCHANGES & REFUNDS
How do I return an item?
Check out our easy, breezy return policy here. All returns must go through our return portal, no exceptions (otherwise we won't be able to track your return back to us!). Returns must be received back in our warehouse 30 days after a return is initiated.
Can I exchange an item?
Yes, you can exchange your item for the a new size, color or style. You can start an exchange here.
Can I Return Final Sale Items?
We do not offer refunds or returns for final sale items. No exceptions. Additional discounts can't be used on final sale items.
How do I return a gift?
You can exchange a gift for store credit. You can start a gift exchange here.
I was sent the wrong item. How can I return it?
We are so sorry if you’ve received a defective or incorrect item, and we’ll do our best to quickly fix the problem. Just send an email to email@example.com for instructions on getting a replacement or refund—and thanks for your understanding.
Why is my refund less than what I paid?
Our standard practice is that the return shipping fee is deducted from the original order cost.
How long will it take to get my refund?
Your package can take up to 5 business days to get to us from the date you sent it back. After that, it takes an additional 7 to 10 business days for the inspection and refund to be issued. If you choose a refund to a gift card, you will receive an email notification with your gift card number which can be used immediately upon receipt. If your refund is going back to your credit or debit card, your banking institution may take a few days to update your account (we recommend waiting 24 hours after receiving your refund confirmation to follow up with your bank).
SIZE & FIT
How can I find my correct size?
We’re only happy when you feel good in what you’ve purchased. You’ll see the “Size Guide” button on each product page and in the footer of our site. Just click on that to get all of the details on the fit of our clothing and accessories. If you need a little extra help, you can send an email to firstname.lastname@example.org and our representatives will be happy to help, too.
What if I can’t select the size I want?
If we’re sold out of a particular size, you won’t be able to add that size and color combo to your shopping cart. (Pro tip: Sizes that are available are shown in black text. Sizes in gray text are not available.) Sometimes you’ll see the option to give us your email so we can let you know if we get more of those particular things back in stock. If you don’t see this option it means we’re completely out of the size (and we’re really, really sorry about that!).