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CUSTOMER SERVICE

BUSINESS HOURS

Normal business hours for order processing and shipping, are Monday through Friday, 9 AM to 5 PM EST. When contacting us, please allow up 48 hours for a response (excluding weekends/holidays).

PAYMENTS

We currently accept PayPal, Visa, MasterCard, American Express, and Discover. All payments are transmitted using a secure payment processing system. 

SHIPPING AND DELIVERY

Production and shipping times vary by product and are listed in the details for EACH item. During holiday/peak seasons orders may be delayed due to increased volume. We will make every effort to give advance notice of these periods.

ORDER PROCESSING/PRODUCTION TIMES

Orders are shipped Monday through Friday, excluding legal holidays. We utilize different shipping carriers to provide you the best possible service. Orders will ship via USPS with tracking information provided. A physical street address is required for delivery. We do not ship to P.O. Boxes.

  • Please allow 5-7 business days after shipping for delivery on items made in the US.
  • Please allow 7-10 business days for delivery on items made in and shipped from China (including backpacks, duffel bags, gym/weekender bags, handbags, lunch bags, luggage covers, travel bags, and umbrellas). 

HOLIDAYS/PEAK SEASONS
Shipping delays may occur due to increased volume during holiday seasons. Please order early to ensure your orders arrive on time.

UNDELIVERABLE PACKAGES
It is the responsibility of the shipping company to deliver items timely and without damage. Damage or loss incurred during shipment is the delivery company's responsibility. It is the customer's responsibility to file damage claims with the appropriate carrier.

Please be careful to enter correct shipping address, email and phone number. We are not responsible for shipping delays or incorrect addresses. If a package is returned undeliverable due to incorrect address, the customer must pay delivery fees to reship. The customer may request a refund, minus shipping costs paid.

LOST/STOLEN PACKAGES
We are not responsible for lost or stolen packages, when carrier tracking indicates the package was delivered. We will not reship orders that have been lost or stolen.

REFUNDS AND EXCHANGES

Since our products are custom made to order, we are unable to offer refunds/exchanges after an order has been completed (except as outlined in this section). All orders are subject to a quality control inspection before being shipped, but mistakes may still happen. If you receive the wrong item or find a manufacturing defect, please email us within 3 business days of receiving your order. Include details and photos of erroneous/defective item(s) to support your claim. Any item(s) under dispute must be unworn, unused and in original packaging. After a review of your claim, we will email you with a final decision and details on next steps. Please allow 7-10 business days for the review process.