FAQ

Shipping
Presale Item
Damages and Issues
Refunds
Address Changes and Cancellations

Shipping

How long does it take to process your order?

Orders ship from Austin, TX, and are typically processed within 1-5 business days for in-stock merchandise. Presale and specialty items may require longer processing times. Transit times quoted at checkout do not include processing timelines.

 

Why does your shipping cost this much?

Shipping rates are calculated based on the total weight, dimensions of the item(s) ordered, and the location of the receiver.

 

Your package was lost in transit

We are not responsible for packages lost due to an incorrect shipping address being provided with your order. You will not be refunded for your order. If your package is returned to our warehouse, you will be contacted.

 

International Shipping Questions

International shipments might incur import fees, duties, and taxes that are not reflected in our prices. We are not financially responsible if duties and taxes are imposed on your order.

 

Presale Item

When will you get charged for your presale item?

Payment is charged immediately at checkout.

 

When will your presale item ship?

Presale items are not available to ship at the time of purchase. Shipping timelines for presale items are detailed in the product description. If you are ordering a presale item with an in-stock item, your order will ship when the presale item becomes available (unless otherwise noted). If you’d like to receive your items separately, please separate your cart into multiple orders.

 

Damages and Issues

Your order is damaged, what should you do?

Please inspect your order and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We do not accept returns or exchanges for apparel items that become damaged or shrink after washing.

 

Refunds

When will you receive your refund?

We will notify you once we’ve received and inspected your return and will let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method.

 

Address Changes and Cancellations

What to do if you need to change the address on your order:

Contact our customer support team to update your shipping address or cancel your order. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

 

Address Changes

If your order has already shipped, we are not responsible for packages lost due to an incorrect shipping address being provided with your order. You will not be refunded for your order. If your package is returned to our warehouse, you will be contacted.

 

Cancellations

If your order has already shipped, you should be able to refuse the package by either contacting the carrier or by refusing it upon delivery, at which point it will be returned to our warehouse. Once we've received it, we'll issue a refund to your original payment method, minus the cost of shipping. If you are unable to refuse your delivery, please let us know and we can assist you with a return or exchange at your expense.