Return and Refund Policy
How do I cancel my order?
You can cancel your order up to 24 hours after placing it. If you want to cancel your order, please use our contact form or call us during office hours (08:00-16:00 EST/EDT). We will cancel your order and refund the purchase price right away. As long as you cancel your order within 24 hours, there are no fees attached to your cancelation.
I entered the wrong delivery address. Can I still change it?
For most products, you can correct your delivery address up to 24 hours after placing your order. We will send you an order confirmation email as soon as you place your order. Please look for this email and check if the delivery address is correct. If you need to change the delivery address, please contact us as soon as possible via the contact form. We can adjust the address manually in our system. No fees are attached to changing your delivery address within 24 hours of placing your order. Once the item(s) has/have shipped, we can no longer change its destination.
How long will it take for my order to arrive?
The delivery time for a product depends on several factors: the processing time, shipping times, and customs processing times.
Like most products nowadays, many of the items we offer are made in Asia. This doesn’t mean that the quality is bad -au contraire, we go out of our way to find only manufacturers who will consistently deliver high-quality products- but it does make it difficult to predict exact shipping times. This is why you may see shipping times that vary widely. When we state 2-4 weeks, it means that most of the products will, in fact, arrive within 2-3 weeks, depending on your exact location and customs processing times. However, we want to make sure we do not over-promise. Sometimes it may take a few days longer and we want you to be aware of that possibility. That being said, we always try to find the fastest shipping option. If we can get the product to you quicker by selecting a more expensive shipping option that cuts into our profit margins a little bit, we have no problem doing so. Our goal is to make you, our customer, happy. Our customers know that. Which is why they come back and order again, time after time.
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.
If we experience an unusually high volume of orders, shipments may be delayed by a few days. If this is the case, we will inform you of any days and kindly ask you to please allow a few additional days for delivery.
If there is any other significant delay before we ship your order, we will contact you via email and give you the option to cancel your order if you wish.
The actual shipping time of your order depends primarily on your exact location and customs processing times. We have calculated the average time it should take for your order to reach most addresses in the lower 48 states of the USA and all Canadian provinces and territories. If you live “way out in the wilderness,” please allow a few additional days for delivery.
How can I track my order?
As soon as your order has shipped, you will receive a Shipment Confirmation Email containing your tracking number(s). The tracking number(s) will be active within 24 hours. You can use the tracking number(s) to track your order online.
My order hasn’t arrived yet, and we are already past the estimated delivery time. What do I do?
If the estimated delivery time has lapsed and your item hasn’t yet arrived, please use the tracking number to check its status. It may be held up due to customs processing times or delays en route. If you have any problems locating the parcel using the tracking number, please contact us, and we will assist you in tracking your order. If your order arrives after the estimated delivery time, we will offer you a discount on your next purchase. Please use our contact us form to claim your discount voucher or email us at firstname.lastname@example.org.
How do you calculate your shipping rates?
We have included the standard shipping rates in the price of most of our products. This way, you know right away how much a certain item will cost you, shipping included. We feel this will make shopping at our store more convenient and our prices more transparent. Sometimes terms and conditions may apply. In those cases, the item’s description will clearly mention any additional terms and conditions.
I really need my order to be delivered faster than the estimated delivery times. Can you help?
When you need your item to be delivered urgently, please contact us via email or phone. We will do our best to help you. Be advised, though, that using “overnight shipping services” can become quite costly.
Do you ship to P.O. boxes or APO/FPO addresses?
Because of the nature of many of our products, we do NOT ship to P.O. boxes or unlisted addresses.
We can ship most of our items to APO/FPO/DPO addresses but only do so when specifically requested. If you want to have an item shipped directly to an APO/FPO/DPO address, please contact us before purchasing your item, so we can set everything up accordingly. Depending on the address, there may be a small additional fee. Alternatively, you can have your order delivered to your home address and forward it yourself.
Do you ship worldwide?
Due to the nature of many of our products and the often changing regulations and restrictions, we currently only ship to the lower U.S. and Canada. We are working on ways to ship our products to countries within the E.U. and to Australia.
Why do you not ship to my location?
If you are located in the lower 48 states of the USA or in Canada, we should be able to deliver to your address. We use an app to check each delivery address to avoid fraud and ensure we can deliver the products to your doorstep. Sometimes an address may not appear in this app’s database and therefore return an error. If this is the case, please contact us, and we will override the app and place your order for you.
Who is responsible for additional customs fees and import duties?
Because customs clearance and import rules differ from country to country and change over time, it is impossible for us to correctly assess all possible duties for each product and destination and include them in our prices. Therefore, we ask you to take responsibility for any additional customs fees and import duties.
I received a message from customs stating that I have to pay import duties. I want you to pay them!
We apologize, but we can not pay your import duties and customs fees for you. Customs clearance and import rules differ from country to country. They often depend on factors like value, weight, product category, etc., and change over time. Also, they are sometimes levied and sometimes waived. This makes it impossible for us to correctly assess all possible duties for each product and destination and include them in our prices. Therefore, we ask you to take responsibility for and pay any additional customs fees and import duties.
Returns and refunds
The product I ordered is damaged. How do I return it?
If you received a damaged product, please keep the product and the packaging and contact us using either the contact form or via email. We will then contact you with instructions on how to return the product or to send us pictures showing the damage. We will do our best to help you as quickly as possible and either refund your purchase or send a replacement product.
I am not happy with the product I ordered. Can I return it?
We want our customers to be happy. So yes, in most cases, you will be able to return the product to us and receive either a refund or store credits to use towards a future purchase. We may ask you why you are unhappy with the product you’ve received. Understanding why you are not happy will help us improve our service.
I ordered the wrong size shirt, sweater, etc. Can I return it?
This is a difficult one. Due to hygiene considerations, we can not take back any apparel that has been taken out of its original packaging. Also, some of our products are custom-made for you (like our printed apparel, etc.). Still, we want to try and help you as much as possible. If the shirt, sweater, etc., you received has the wrong size due to a mistake on our side, then yes, we will send you a new item free of charge. When it was a mistake on your side, we still want to try and help you. Depending on the situation, we may be able to send you a new item in the correct size for a discounted price. Please contact us via our contact form or email, and we will do our best to assist you as best as we can.
Contact us at email@example.com for questions related to refunds and returns.