Customer Care FAQ

Need assistance? Our FAQ is here to help make your decision process a little easier. We’ve compiled some of the most common questions about purchase, product and returns process in one place.



How long will it take to receive my pre-order product?

Please allow approximately four to seven weeks to receive your custom product from the end of our pre-order window. You will receive an order confirmation email within 24 hours of completing your purchase.

Approximately 4 weeks after your custom product is made and leaves our California warehouse, you will receive a shipping confirmation email. All pre-orders are shipped at the rates and delivery option provided during the checkout process.

Pre-order products can only be shipped within the United States and European Union countries.
Pre-order products cannot be shipped to PO boxes or APO / FPO addresses.

How many pre-order items can I order?

There is currently no limit to the number of products you can pre-order. Please note: If you order more than 5 items, additional weight / shipping rates may apply.

When will I get charged for my pre-order product?

Your Paypal / credit card will be charged immediately upon placing your pre-order.

Can I cancel or return my pre-order?

Each pre-order product is ordered specifically to your size and as a result, your orders can’t be modified, cancelled. Orders can however, be returned and exchanged. Read more about our returns.

Please ensure you are happy with your pre-order sizing before you proceed to purchase. If you feel the product was made incorrectly, please contact us on our customer service for information regarding a defective product:


What payment methods do we accept?

Currently, we only accept PayPal. In future, we will be adding Visa, MasterCard, American Express and Discover.

When will I be charged?

Initially, your credit card will hold a pending authorization at the time of order submission however your card not be fully charged until your order has shipped. Most orders ship within two days of receiving your order. You will receive a shipping confirmation email once the order has shipped from our warehouse.

Is our online shop secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information.

To further ensure your security, we use SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. Learn more about our Privacy Policy.


What are your shipping rates?

For a detailed explanation of our shipping, please visit our shipping page for more information.

When will my order ship?

Due to COVID-19, you may expect delays in processing and delivering your order, we thank you for your patience. Pre-Orders are predicted to arrive in time for Christmas.

How can I track my order?

You will receive a shipping confirmation email once the order has shipped from our warehouse. It will contain information to track your order.

What if there’s a problem with my shipment?

Carrier Delays: Shipping carriers are currently experiencing extended delays due to overwhelming volume. Please be patient and allow 5-7 business days for your tracking information to update once you are notified of shipment. For more information regarding UPS delays, and DHL information. We apologize for any inconvenience these delays may cause and thank you for your continued patience.

How do I cancel an order?

Our system is designed to process and ship orders as quickly as possible. We are not able to modify or cancel an order once it has been placed. Please contact us if you require further assistance.


What is your return policy?

We only accept unworn, unwashed, or defective merchandise purchased on for return or exchange. Return shipping labels are $5.95 (USA & Canada) for any number of items.

How do I return or exchange an item?

Returning an product is easy. Please read our Returns page for instructions on returning your products.

For pre-orders, we are unable to offer refunds, however we do accept returns and exchanges. We ask that you return the original merchandise in its original packaging. Returns within the USA are currently unavailable due to covid shipping limitations and expenses.

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