Returns
Sizing issues or changes of mind.
Please check our sizing chart carefully. Note that we do not offer a refund or exchange if you choose the wrong size or change your mind about the product. We carefully select garments that run "true to size" to reduce misinterpretation of our sizing charts.
What if the product is damaged in the mail?
If something arrives damaged, please contact us immediately using the contact form here. We'll then reach out to you via email and ask you to send a photo of the damaged goods to us. We will email you a return shipping label (at no cost to you) so you can reseal the package and send the item back to us. Once we have tracking confirmation that the returned items are on their way back to us we'll send a replacement at no cost to you.
How long do I have to submit a claim?
Any claims for misprinted/damaged/defective items must be submitted within 2 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 3 weeks after the estimated delivery date.
What should I do if it’s past the estimated delivery time and I still haven’t received my order?
If your order’s estimated delivery time has passed and you still haven’t received it, here’s what you do:
- Wait a day or two. Shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee.
- Get in touch with our customer support team. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location. We may ask you to wait a few more days to receive the order. Reach us via the contact form here.
What if I entered the wrong address?
Since carriers calculate live shipping rates mainly by the zip code entered it is possible that an incorrectly formatted address could be entered and the package is still able to ship from our facility.
In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address.
If they are unable to deliver the package it will be returned to our fulfilment center and you will be notified once it is received back. Within 2 weeks you will need to confirm the updated and correct address and then we can confirm the charges for reshipping the package to you.
What happens if a package wasn't delivered, but the tracking states that it was?
If the package shows in our system as delivered by the carrier, but it hasn't arrived there may be cases where the delivery was made, but the package was left in an unexpected location. We'll reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." or if the package was signed for by someone else.
If you're unable to then locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
Undeliverable Addresses
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned at final destination. If we receive a notification that a package was returned to our fulfilment center for such a reason we will contact you to determine how you would like to proceed.You may wish to to give us an updated address and have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
Why does my shirt have a vinegar smell?
When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.
Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.
The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it's from the fixation agent.