FAQs

Q: My order hasn't shipped. Why was I charged?

A: For security and compliance reasons we do not keep payment information or credit card data on file. Because of this, all orders are charged in full at the time you place your order, even for pre order items. 

We are terribly sorry for any inconvenience this may cause! If you prefer to pay at a later date, unfortunately you will need place your order closer to the expected ship date of the product(s.)

Q: Can I place an order over the phone?
A: We can only accept orders placed through the web store. If you’re having trouble accessing the site for any reason, please reach out to customer service and we will do our best to assist.

Q: Can I get a different size or color than what is offered through the store?
A: Unfortunately, not. If a size, color, or other variant doesn’t appear online, it is not currently available.

Q: What happens if you run out of stock of an item I’ve already ordered?
A: In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full. 

Q: What if the item I ordered arrives and it doesn’t look like the photo on the store?
A: Sometimes the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out. In other cases, products are hand-dyed, or otherwise created using processes that by definition vary from item to item. As a result, each item may look a little different from others of the same design. Where this is the case we’ll do our best to let you know up front!

Feel free to reach out to our customer service team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you!

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  • 15-Oct-2019
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