FREQUENTLY ASKED QUESTIONS
SHIPPING QUESTIONS
How much is shipping?
Free standard shipping on orders over $50
*Free shipping is applied after discounts and before taxes.
How quickly do you process and ship your orders?
We take pride in our shipping speed. 90% of all orders are shipped out within 1-2 business days! We do not ship orders over the weekends. Any orders placed on the weekends or the holidays will be shipped on the following business day.
During peak sale season, restocks, and new drops the delivery of your package(s) may take a little longer. Thank you for your patience.
The cut-off time for same day shipping for Second Day, Overnight Orders, and DHL Worldwide Express is 10am PST. Any orders placed after that time will be shipped the following business day.
Orders are subject to verification and approval before shipping. If inaccurate or incomplete information was provided, this may cause a delay in processing and shipping your order.
If an item(s) is out of stock, this may cause a delay in processing and shipping your order. Rest assured that you will be notified via email or phone about any changes associated to your order.
How can I track my order status?
Once an order is placed, an email will be sent to each customer with the tracking number and instructions on how to track the order after your order has been shipped.
Note: Please give the tracking number 24-48 hours to update.
How long will it take for my order to arrive?
After your order has been shipped, arrival times on all orders depend on what shipping method was chosen.
Please note: The cut-off time for same day shipping is 10am PST. Any orders placed after that time will be shipped the following business day.
What shipping carriers do you use?
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
ORDERING QUESTIONS
Is your ordering system secure?
Yes, we have a very secure ordering system.
What payment methods can I use?
We accept all major credit cards, PayPal and Shop Pay.
I tried to place an order, but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store. What happened?
This is a common issue that happens to many customers. If you did not get an order confirmation email, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and that charge will disappear and the money will go back on your card.
I keep getting an error that says, “Zip code does not match billing address.” Why is that?
For your order to go through, you must provide us with the zip code of where you receive your credit card statements. If you supply the wrong zip code, your order will not go through.
If you received this error message but you were still charged on your credit card, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card but was unsuccessful. Please give it 48 hours and that charge will disappear and the money will go back on your card.
Can I change my order once it's placed?
Although we wish we could accommodate all changes, we fulfill orders very quickly!
Once your order has been confirmed, it’s not possible for you, or us, to change it. Please ensure all your information is correct before submitting your order. If your order is not yet shipped out, feel free to contact us immediately [INSERT CUSTOMER CARE #]and we will happily cancel your previous order, so that you can reorder the correct item. Please note that given the speed at which certain items sell out, we cannot guarantee that your item(s) will be available if your order is cancelled.
RETURN & EXCHANGE QUESTIONS
What is your return/exchange policy?
We accept returns and exchanges on all orders as long as the item is in its original and sellable condition within 60 days of receiving the item. Washed items and or with animal hair are not eligible for returns/exchanges. Unfortunately, we do not accept returns on any form of hats due to hygienic reasons.
We will pay for the return shipping and provide a label for all US exchanges. Returns can be refunded back to the original payment method (with a handling fee) or come in the form of store credit. We reserve the right to adjust returns if original items are not received in new condition. If items are not in stock at the time we receive your item, you will be receiving store credit for it.
All returns and exchanges should be done through our RETURN/EXCHANGE PORTAL and mailed back to:
[INSERT POSTAL ADDRESS]
If you need further assistance with your return or exchange:
Call us at [INSERT CUSTOMER CARE #]| Monday - Friday 10:00am to 5:00pm PST or email us directly at [INSERT EMAIL ID]
Where should I send back my items for a refund/exchange?
All returns and exchanges should be done through our RETURN/EXCHANGE PORTAL and mailed back to:
[INSERT POSTAL ADDRESS]
If you need further assistance with your return or exchange:
Call us at [INSERT CUSTOMER CARE #]| Monday - Friday 10:00am to 5:00pm PST or email us directly at [INSERT EMAIL ID]
How long will the return/exchange process take?
please allow 1-3 weeks from the time that you ship your item(s) back to us to process your return/exchange.
Am I responsible for the return shipping fees?
We will pay for the return shipping and provide a label for all US exchanges only. Returns can be refunded back to the original payment method (with a handling fee) or come in the form of store credit.
I received wrong/defective product. How should I return this?
We are sorry to hear this. Customer satisfaction is our biggest priority. Please start your return/exchange through our RETURN/EXCHANGE PORTAL and click on the option “item was damaged” or “I received the wrong item” so we can take care of you!
GENERAL QUESTIONS
How can I contact you?
If you have any questions about your order, please feel free to call [INSERT CUSTOMER CARE #] or email us at [INSERT EMAIL ID]. We are open Mon-Fri from 10am to 5pm PST.
What are your customer support hours?
We are open Monday-Friday 10am - 5pm PST excluding holidays and weekends.
I sent an email and haven't heard back?
We respond to e-mails as quickly as we can however during high volume launches/sales please expect to hear back within 24-48 hours. We do not respond back to e-mails over the weekend. If you need immediate assistance, please call us during our business hours we are open Mon-Fri from 10am to 5pm PST.
PRODUCT QUESTIONS
Do you have a sizing chart?
Different products have different sizing in regard to the fitting requirement. On most of our items we usually state in the product description how the items fit.
The item/size that I want is out of stock, when will it be available again?
Due to the high demand of our popular styles and sizes, they do tend to sell out quickly. We've even had some products sell out in less than an hour! While certain products are very exclusive and only released once, most of our items are restocked regularly.
To be notified when a product is restocked:
- Select the item and size that you want
- Click the 'EMAIL ME WHEN AVAILABLE' tab
- Input your email
- As soon as the item is restocked online, you will receive an email message
Be sure to act fast once you are notified. We have long lists of people waiting to be notified on restocks, so there is no guarantee that you will be able to get the item that you are waiting on.