Customer Support

Need help with an order from our online merch store? You can contact us today through this customer support page! To get started, please click on whichever frequently asked question below best relates to your situation. All customer support contact submissions are typically answered within 1-3 business days.
NOTE - This year, Boketo Media's merch team has experienced a drastic increase in fulfilment delays caused by mail service disruptions, decreased staffing and a nationwide garment shortage. All of these issues have been brought on by the COVID-19 pandemic and there is very little we can do to fight them, but we are working as hard as we can to complete your orders and restock our inventory!

Pre-shipment

We typically fulfil orders within 1-3 business days from Chattanooga, Tennessee. Digital downloads are instantaneous, with download links sent directly to your email inbox after checkout.

Domestic (US) shipping

Customers within the contiguous United States typically receive orders within 3-5 business days through the United States Postal Service (USPS). This time estimate does not apply to items on backorder or those which have been delayed by the manufacturer, and we do not guarantee delivery times for any purchases.

International shipping

Customers from Alaska, Hawaii, military bases, overseas territories or any country outside the United States typically receive orders within 5-10 business days through the United States Postal Service (USPS). Delays are more frequent with international orders and we do not guarantee delivery times for any purchases.

All international orders are subject to customs charges and fees. Depending on the final destination, USPS may hand your shipment off to a delivery service that is local to your area. There is little we can do to track an order at this point, so we encourage you to contact your local post office for further assistance.

Still need help? Click here to contact customer support.

Cancellations

You may cancel an order for a full refund before your order is shipped out. Refunds are issued through the method of payment you selected upon checkout and usually take a few days to process. Digital downloads are nonrefundable.

To cancel an order, please click here.

Changes

You may request to change an item's size or substitute for a different item on our store before your order is shipped out. If there is a change in cost, you will either receive a payable invoice via email or a partial refund.

To change an item in order, please click here.

If you ordered a CD, book or stickers...

Most flat products are shipped in flat padded mailers. USPS delivers these packages like regular mail to your mailbox and therefore do not qualify for tracking updates.

If your order is stuck in "pre-shipment"...

"Pre-shipment" is the first stage of a tracked package and is initiated once your shipping label is printed. It will take 1-3 business days until the package is handed over to USPS, but it's possible that your package won't get physically scanned by a postal worker until much later. It is not uncommon for backlogged packages to remain unscanned for several weeks at a USPS facility. We encourage you to remain patient during this time! 

If you live outside the United States...

Once USPS hands your package over to an international carrier, tracking through their system ends and you must check your country's USPS-partnered carrier for further updates.

Still need help? Click here to contact customer support.

Returns

We do not accept returns unless the item is damaged of defective. Such items must be reported within thirty (30) days of the time of purchase.

To report a damaged or defective item, please click here.

Exchanges

You may exchange an item within thirty (30) days for a different size or an item of equal value, but you are responsible for the cost of return shipping as well as the cost shipping for the new exchange item. The returned item must be unused and in the same condition as when it was received. 

To request an exchange, please click here.

Product sizing varies between different brands and styles, but most of our designs are printed on 100% cotton preshrunk garments of average fit. We do not currently have sizing charts listed on each product page, but we are working to make those updates!