Domestic packages containing items from our local inventory are typically sent out within one (1) to three (3) business days of placing your order from our workspace in Chattanooga, Tennessee. Digital downloads are instantaneous, with download links sent directly to your email inbox after checkout. Customers within the contiguous United States typically receive orders within three (3) to five (5) business days through the United States Postal Service (USPS). This time estimate does not apply to international orders or orders containing delayed items, and we do not guarantee delivery times for any purchases.
Items labeled as "print-to-order" or "on-demand" on their respective product pages are fulfilled by a third-party service with multiple locations around the world. Packages containing such items are typically sent out within three (3) to ten (10) business days of placing your order from the location closest to your shipping address. This extended shipping time can be attributed to the time needed to manufacture the item. Orders containing both locally-fulfilled items and print-to-order items will be shipped separately.
Items labeled as "backorder", "delayed" or "pre-order" on their respective product pages may not be shipped until the date specified in the disclaimer. This date is not guaranteed, as the actual shipping date could end up being earlier or later than expected. Under most circumstances, customers are notified via email and given the opportunity to modify their shipping address. If you need to modify your shipping address, please contact us immediately at email@example.com or click the chat widget in the bottom right corner of our website.
Customers from Alaska, Hawaii, military bases, overseas territories or any country outside the United States typically receive orders within five (5) to ten (10) business days through the United States Postal Service (USPS). International packages may take longer, as we bundle multiple international orders together and send them to a third-party customs intermediary located outside Chicago, Illinois. All international orders are subject to customs charges and fees. There is little we can do to track an order once it is outside the United States, so we encourage you to contact your local post office for further assistance.
Transit & Tracking
You will receive tracking information via email once your package is first scanned by the United States Postal Service (USPS). Shipping costs are non-refundable, so please make sure that your address is verified by USPS before confirming your order. International shipments may experience irregularities with tracking updates due to exchanges between multiple mail carriers. It is not uncommon for international shipments to "go dark" after getting scanned at an international distribution center, but it is very rare for packages to disappear completely.
If your shipment's tracking does not update for at least two (2) weeks after the previous tracking update, you may contact us at firstname.lastname@example.org or click the chat widget in the bottom right corner of our website. Please be aware that we are not liable for missing packages and cannot provide much realistic help after a package has been shipped. Under most circumstances, we recommend contacting your local post office for additional assistance.
Cancellations & Changes
You may request to cancel an order for a full refund, update an item's sizing details or modify the recipient address before your order is shipped out. If your request results in a change in total cost for the order, you will either receive a payment link via email or receive partial refund to your original payment method.
Such cancellations and changes can only occur if a representative from our customer support team catches your request in time. Most requests are processed the morning of the first business day following the day your order is placed. Please note that "print-to-order" and "on-demand" items are fulfilled by a third-party service that operates 24/7, so the window for requesting cancellations and changes is much smaller. Regardless, we cannot guarantee that any orders can be cancelled or changed after the order has been placed.
We have a 30-day return policy, which means you have thrity (30) days after ordering your item to request a return. If your return is accepted, you will be charged for both return shipping and shipping of the new item. Once additional shipping as been paid, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can read our full return and refund policy below for more details. To start a return or inquire about return eligibility, you can contact us at email@example.com or click the chat widget in the bottom right corner of our website.
Certain items on our store (excluding damaged/defective items) are not eligible for return:
- Print-to-Order Items: We do not offer returns or refunds for items that are labeled as "print-to-order" or "on-demand" on their respective product pages. Such items are not manufactured until ordered by the customer and cannot be reprocessed back into our local inventory.
- Digital Downloads & Gift Cards: We do not offer returns or refunds for downloadable digital products like virtual gift cards, high-resolution albums, plug-in presets, sample packs & virtual tickets under most circumstance.
- Used Gear & Novelty Items: We do not offer returns or refunds for items that are labeled as "used" or "novelty" on their respective product pages. Such items cannot be reprocessed back into our local inventory as we can no longer verify their condition.
- Custom Items: We do not offer returns or refunds for customized orders or personalized items under most circumstances excluding damages, defects or customization errors.
Consumables: We do not offer returns or refunds for cosmetics, hot sauces, coffee beans or any other type of consumable item under any circumstance for safety reasons.
For any questions or concerns about return eligibility, please contact us at firstname.lastname@example.org with a URL of the product page or your order number (B12345).
30-Day Return Window
You have thirty (30) days from the date of your order to initiate a return for eligible items. The item must be in the same condition as received, unworn or unused, with tags, in its original packaging. You cannot return an item that has been washed or worn for longer that the amount of time necessary to verify correct sizing. To initiate a return, follow these steps:
- Contact us: Reach out to our support team by sending an email to email@example.com or by clicking the chat widget in the bottom right corner of our website. Please include your order number and all relevant information.
- Verify acceptance: Upon approval of your return request, you will be responsible for the return shipping cost as well as the shipping charge for the new item. This verification must occur within seven (7) business days of first contacting our support team.
- Ship the return item: After the additional shipping costs are covered, we will provide you with a return shipping label and detailed instructions on where and how to send your package. Alternatively, you may not be charged for additional shipping and instead instructed to ship it yourself to a specified address.
Any items returned unsolicited without prior approval will not be accepted, under any circumstance.
Damages, Defects & Other Issues
Inspect your order upon receipt. Contact us immediately if you find any item to be damages, defective, missing or incorrectly sized so we can assess the situation and rectify it. You only have thirty (30) days from the date of your order to initiate a return.
In most circumstances, we do not explicitly arrange for an exchange on behalf of the customer. Once a return is initiated, the customer may place a new order for a different item at their own convenience. With the exception of gift cards, we do not offer any sort of store credit.
Upon receipt and inspection of your return, we will inform you if the refund has been rejected. If approved, the refund will be processed to your original payment method. Be aware that it may take some time for your bank or credit card company to process and post the refund, and we have no control over this
Refunds are issued through the method of payment you selected upon checkout and usually take a few days to process. Digital downloads are nonrefundable.
For any additional information or assistance, please contact us at firstname.lastname@example.org.