Additional information

Frequently Asked Questions

SHOPPING QUESTIONS

How quickly do you process and ship orders?

We take pride in our fast shipping. 90% of all orders are processed and shipped within 1-2 business days. We do not ship orders on weekends. Orders placed during the weekend or on holidays will be shipped the following business day.

How can I track my order status?

Once your order is shipped, you’ll receive an email with your tracking number and instructions on how to track your order. Please note that it may take 24-48 hours for the tracking number to update.

How long will it take for my order to arrive?

Arrival times depend on the shipping method selected:

Domestic Shipping:

• UPS Next Day: 1 Business Day
• UPS Second Day: 2 Business Days
• USPS Priority Mail: 2-3 Business Days
• USPS First Class Mail: 4-5 Business Days
• UPS Ground: 3-5 Business Days

International Shipping:

• USPS Priority Mail Intl: 5-15 Business Days (varies by country)
• USPS First Class Mail Intl: 2-5 Weeks (varies by country)
• DHL: Approximately 1 Week (varies by country)

Do international orders have to pay custom fees?

Yes, customers are responsible for paying any customs fees, which vary by country. We have no control over these fees.

How can I contact you?

If you have any questions about your order, please feel free to call or email us. Our customer service team is available Monday to Friday from 9 am to 5 pm Pacific Time.

What are your customer support hours?

We are open Monday-Friday, 9 am – 5 pm Pacific Time, excluding holidays and weekends.

Is your ordering system secure?

Yes, our ordering system is protected by multiple layers of security to ensure your privacy.

What payment methods can I use?

We accept all major credit cards and PayPal, which you can choose at checkout.

ORDERING QUESTIONS

I tried to place an order, but my payment didn’t go through. However, I see a pending charge on my credit card statement. What happened?

This is a common issue. If you received an error message indicating incorrect billing info or a declined card, your order did not go through. The pending charge on your credit or debit card means our system attempted to charge your card. This charge should disappear within 1-3 business days and the funds will be returned to your card.

I keep getting an error saying, “Zip code does not match billing address.” Why is that?

For your order to process, you must provide the zip code associated with your credit card billing address. If you enter the wrong zip code, your order won’t go through. If you see a pending charge, it means our system tried to charge your card but was unsuccessful. This charge will typically be removed within 1-3 business days.

RETURN AND EXCHANGE QUESTIONS

How do I make a return or exchange?

You can view our returns policy and access the returns portal here. We accept returns and exchanges within 30 days of purchase, as long as the items are in their original, sellable condition. Washed items or items with animal hair are not eligible for return/exchange. For hygienic reasons, we do not accept returns on hats, socks, or underwear.

Please include a note with your order number and exchange/refund request inside the package. Do not attach the packing slip to the bag. If your requested item is out of stock when we receive your return, you will receive store credit. Customers are responsible for return shipping costs, but we will cover the shipping costs for sending exchanged items back to you. Shipping fees are non-refundable.

GEAR & APPAREL QUESTIONS

Do you have a sizing chart?

Sizing can vary between products. We provide sizing information in the product descriptions. If you need further assistance, feel free to contact us for sizing advice.

Will my item shrink?

For most products, we recommend washing with cold water and hang drying to avoid shrinkage. Using a dryer may cause items to shrink or become damaged. Please note that washed items are not eligible for returns or exchanges.