Frequently Asked Questions
DELIVERY AND TRACKING
COVID-19/Shipping and Fulfillment Updated 12-11-2020
We are still seeing long fulfillment and shipping times with our vendor and industry wide.
Even with all the steps we are taking, it will still take time to bring our fulfillment times back to normal. Some product categories are already there, especially products that are fulfill in Europe. Fulfillment is still taking long for our top categories: DTG, embroidery, and all-over printed apparel.
Fulfillment can take from 20-25 business days to fulfill orders. All orders are always being fulfilled in the order they were received.
Shipping is also still taking longer than usual depending on where your orders are shipping to. We're doing our best to get your orders out on time, but once they're in the hands of the carriers, it's up to their sorting center capacity. We see that the order deadlines provided by our carriers aren't fully reliable anymore, which means that sadly some of your holiday orders might not arrive on time even though they were submitted before our deadlines. With all the shipping delays we're seeing and most of the order deadlines already behind us, any orders coming in from now will most likely be delivered after December 25. Note that tracking links will take longer than usual to update, with shipments being stuck in pre-transit. This doesn't mean that your order is lost, but that it's still being processed by the carrier—the overload of shipments means shipping carriers are slower to register and ship your orders from their distribution centers.
We're already experiencing this issue with the USPS shipments coming from our Mexico facility—some orders are stuck in the San Diego processing center where they show no movement. We've confirmed with USPS that the orders aren't lost, but are waiting to be processed and will be delivered.
We will continue posting updates as they come, thanks for your patience and for reading.
Are there any countries you do not ship to because of COVID-19?
We do not ship to the following countries: American Samoa, Angola, Argentina, Azerbaijan, Bermuda, Bolivia, Botswana, Brunei, Cameroon, Cayman Islands, Chad, Chile, Colombia, Cook Islands, Costa Rica, Cuba, Curacao, Dem. Rep. Of Congo, Dominican Republic, Ecuador, Fiji, French Guiana, French Polynesia, Gambia, Guatemala, Guyana, Haiti, Honduras, Iraq, Ivory Coast, Jamaica, Kiribati, Kyrgyzstan, Laos, Liberia, Libya, Madagascar, Malawi, Mauritania, Mauritius, Mongolia, Myanmar, Nepal, New Caledonia, Panama, Papua New Guinea, Paraguay, Peru, Rep. Of Congo, Rwanda, Seychelles, Sierra Leone, Solomon Islands, South Africa, Sudan, Tajikistan, Tanzania, Timor-Leste, Tonga, Turkmenistan, Turks and Caicos Islands, Uganda, Uruguay, Uzbekistan, Vanuatu, Venezuela, Yemen, Zimbabwe.
We have started shipping to Bahrain, Benin, Burkina Faso, Burundi, Cape Verde, Curacao, Ethiopia, Faroe Islands, Ghana, Grenada, Guinea Bissau, Kenya, Lebanon, Lesotho, Maldives, Mozambique, Namibia, Nigeria, Pakistan, Sri Lanka, St. Martin, Suriname, Swaziland (Eswatini), Zambia.
We suspect this is temporary.
This list is current as of July 22, 2020.
How long does delivery take?
Orders are normally dispatched within 48 hours and take between 1-3 weeks to be delivered. Please allow an additional week as we often have remarkably busy periods, and there are also international delivery delays that are out of our control.
How can I track my order?
After your order is dispatched, you'll receive a shipping confirmation email that contains your tracking information. If for any reason your tracking number doesn't work, please reply to the email, and someone will assist you.
What if my order is lost or damaged?
We will happily replace, or refund lost or damaged orders free of charge.
Do you deliver orders to my country?
We deliver to many countries around the world. If there are any issues, we will contact you directly.
Are all the products in my order sent together?
Products are occasionally sent separately to reach you as quickly as possible, to avoid customs charges or because they are being sent from separate distribution centers.
Where are your products delivered?
Our products are manufactured and sent from all over the world. Our vendors have multiple locations in the US, MX, and EU, so depending on your location the closest vendor will process your order.
ORDER CHANGES AND CANCELLATIONS
Can I change my order?
Yes, if your order has not been sent yet, please contact us and we will be happy to change your order. Orders that have already been dispatched cannot be changed.
Can I cancel my order?
Yes, if your order has not been sent yet, please contact us and we'll be happy to cancel your order. Orders that have already been dispatched cannot be cancelled.
ORDER RETURNS AND EXCHANGES
Can I return my order?
Yes, returns can be made up to 15 days after receiving your order if they are unused and in their original packaging. To initiate a return, please contact us and we will provide you with the return mailing address. Once we have received your return, we will email you with a refund confirmation.
Can I exchange my order?
Yes, exchanges can be made up to 15 days after receiving your order. To initiate an exchange, please contact us and we will provide you with the return mailing address to you. Once we have received your return, we will email you once your exchange order has been dispatched.