ORDERS, RETURNS, & SHIPPING

Orders 

Once I place an order, when will my account be charged? 

All orders placed are immediately charged for the full cost of your order. Pending authorization holds may appear on your account up to seven business days depending on your card’s issuing bank until the transaction has completed processing. If the pending hold does not drop after this time or you believe there to be a billing error, please contact us. 

 

Can I cancel or make changes to my order? 

Depending on where your order is within the shipping process, we may be able to update your order with a shipping address change, quantity change, or cancellation. To make this request, please contact us and we’ll make every effort to accommodate you. Unfortunately, we are unable to make any changes to sizes in your order or swap items. Once your request is received, we will notify you via email to confirm whether or not your request was able to be processed. Please remember that all orders are subject to our return policies, unless otherwise stated in the product’s description or order confirmation email. 

  

Can I place an order over the phone? 

Currently we only accept orders placed through the website and cannot take your credit card information over the phone.  

 

Can I get a different size or color than what is offered through the store? 

If a size or color doesn’t appear online, it is currently unavailable for purchase.  

 

What is the sales tax on my purchase? 

Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state. 

 

What happens if my order arrived damaged, incorrect or incomplete?

If your item arrives damaged, or you receive an incorrect item, you'll need to return the item(s) received prior to receiving a replacement or refund. This helps us understand what went wrong and helps to make sure we prevent similar issues for you and other customers in the future. 
 
We are only able to process a refund or reshipment for damaged and/or incorrect items within 14 days from the date you received the order. 
 
Please submit your damage or incorrect item claim via our self-service portal for further assistance. Please ensure that you have your order number and email address used on the order prepared. 
 
We are not responsible for any damage to any merchandise once the item has been worn, used, or washed. Item that were worn, damaged and with tags removed will not qualify for any returns. 
 
 

What is the item I ordered looks different than the one on the website? 

We make every effort to fully and accurately represent the product design, color, and other product description details. If you believe the item, you received differs greatly from the description, or you believe the wrong item was received, please contact us. Be sure to include a photo or two so we can see the difference to better help you. 

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Digital Downloads 

 

How to access your files on an iOS device 

You’ll need to first download the files to a desktop computer and then transfer them to your device. Unfortunately, iOS devices don’t allow you to download music files directly to your phone.  

 

How to access your files on your Android Phone: 

To access the album on your phone, follow the link provided and click "Download" 

You will then be taken to the downloaded folder, and you will then need to click "extract all.” Once the album is finished downloading, a new folder will pop up to confirm that the files are in MP3 format. You can then listen to the album on your phone's music app. 

 

How to access your files on your desktop computer: 

Open the downloaded folder (in most cases, the folder name will end with .zip) 

Click "extract all.” Once the album is finished downloading, a new folder will pop up with the files in MP3 format. You can then copy and paste the album to your desktop or mobile device. 

 

Can I get a refund on my digital music purchase? 

Digital music purchases are non-refundable. All downloadable or streamable music sales are final, complete, and non-refundable. Under no circumstances are we able to refund the portion of your order that contains digital music. If you have trouble accessing the music, please reach out to us and we’ll make sure you can access your music ASAP. 

 

I live outside the US. Why can’t I buy or access digital downloads? 

Unfortunately, due to copyright restrictions, digital downloads are not available outside of the US unless otherwise specified on the store. 

  

Returns 

How long will it take for me to get a refund on my returned item? 

Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed but can occasionally take up to 10 business days. 

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Will you accept returns of product in any condition? 

Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way. Any items deemed used or altered in any way will be ineligible for a refund. 

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Who pays for my return? 

For customers with shipping addresses within the US, free return labels will be provided. International customers are responsible for covering any costs associated with returns. 

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How long after my order can I submit a return request? 

Return requests must be made within 14 days of the date your order is delivered.  

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How do I return my order for a refund? 

Returns can be made by visiting our “contact us” form. Please ensure that you have your order number and email address used when placing your purchase. If you are unsure of your order information, please login to your account to locate the correct order. 

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Shipping 

My tracking says my order was delivered, but I haven’t gotten it yet. Where is it? 

Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us here and we’ll do our best to assist. 

I WAS NOTIFIED that my order was shipped but still have not received it and my tracking info does not indicate the package was delivered. 

If your shipment tracking link for your order has not been updated beyond the “pre-shipment” or “label created” stage in 2 weeks, please contact us so we can investigate it for you. You have up to 30 days from the date of shipment to claim your package as lost to receive a reshipment if stock permits or refund for your missing item(s). 

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout. 

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What do I need to know about customs fees? 

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility. 

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information. 

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My tracking link says “Label Created” but hasn’t updated. What do I do? 

This stage is referred to as “pre-shipment”—and could mean two things: Your order has been packed and is ready for shipment but the carrier has not yet picked it up from the fulfillment center or the carrier has picked up your package but has not scanned it into their system yet. If the status does not update within 7 days, please reach out directly to the carrier. If the carrier is unable to provide an update, please contact us for help 

When will I get tracking information? 

Tracking information will be sent via e-mail once your package is processed for shipment. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. Please note it can take up to 3 days for your initial tracking information status to update. 

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How long will it take for my order to arrive once it ships? 

The time it takes for your order to be delivered depends on the shipping method chosen at checkout. Please note that the shipping times are in addition to pre-order and processing timelines.  

Shipping options include: 

For deliveries within the US Typically: 

UPS Mail Innovations (5-7 days transit) 

USPS Media Mail (2-10 days transit) 

FedEx Smartpost (2-7 days transit) 

For deliveries outside of the US: Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. 

APC ParcelConnect Priority DDU (Economy) (11-15 days transit) 

APC ParcelConnect Priority DDU (Delivery Confirmation Included) (11-15 days transit) 

Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date. 

Please note that shipping delays will occur if you provide an incorrect address at checkout. 

If your package is returned to our facility due to a shipping or delivery issue, we’ll reach out to you via the email address provided with your shipping information. 

If we don’t receive a response within 5 business days, we reserve the right to cancel and refund your order. 

Please note that in the event of an order shipping in multiple packages, we can only refund you for what has been returned to us. 

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When will my order ship? 

In most cases, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted. Note that unless otherwise noted, or the option to ship items separately as they become available is selected at checkout, any order will not ship until all items are available. Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed unless otherwise noted. 

While we make every effort to communicate accurate delivery estimates around your orders. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible. 

International Shipping 

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My order is shipping to a country outside of the United States. Will I have to pay customs/import fees to receive my order? 

Depending on your country, you may be charged customs/import fees. 

Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility. 

If customs fees and charges are refused at the time of delivery, your order will be returned to us. 

Once we receive your package, we can refund you for your purchase. 

If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information. 

 

Lost Packages 

My item was shipped, but still hasn’t shown up. Is it lost in the mail? 

You have up to 30 days from the date of shipment to claim your package as lost to receive a reshipment if stock permits or a refund for your missing item(s). 

If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us here to investigate it for you. Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout. 

 

Thank you