Q & A and Help
1) Question: Can I Return or Exchange a Sale Item?
Answer: No, All Sale Items are Final
(Please see Order Policy/Returns/Exchanges for More Details)
2) Question: How do I confirm if I'm ordering the right size in Apparel?
Answer: Refer to our Size Scales (at the bottom of the website) to ensure you order the correct size/fit.
THML - Please look at THML individual description of style (all styles run different in THML). For example: a Medium in one style may not fit the same as another THML style. Apparel Style descriptions have a Size S fit (as an example). An XS is approximately 1” less, M is approx. 1” more, L approx. 2” more and an XL approx. 3” more. Please use the size scale for each individual style in the description - THML styles can have a different fit). For example a Medium in one style may not fit the same as another THML style.
3) Question: Are Online Promotions and In Store Promotions the Same?
Answer: No, online promotions and pricing may be different than in store promotions and pricing. We sometimes run different promotions online than we do in the store. Both can be great deals!
4) Question: a) How do I get the updated shipping status for my order? b) What if my shipment is lost, tracking is not updated, the incorrect address was submitted on my order or my order status is delivered but I did not receive?
Answer: a) You can check tracking link for your order on the email shipment confirmation sent once your order ships. b) Once the shipment is received by USPS it is out of our control. If the incorrect address was on the order (please check your shipping address before you submit your order to avoid any confusion) if your order has the incorrect address it takes USPS about 4-6 weeks to return to us (possibly longer during the Holidays). We can then ship to you with the correct address. We will do everything we can to help you locate your package, however USPS has limited information. You have the option to buy insurance when selecting your shipping method in the drop down box (USPS will then guarantee you are reimbursed for your lost shipment). Lost shipments are extremely rare but we recommend you do this if you are concerned. If your shipment status says delivered please check with your neighbors or if you live in an apartment with the front office. Once USPS confirms it as delivered you can file a claim, but they ask you do everything you can to find the shipment. If they have delivered the shipment they have limited ability to locate your package. This is why we suggest purchasing insurance.
5) Question: How do I get an update on my order?
Answer: Once your order ships you will receive an email confirmation with a link to check tracking. If you have more questions- Please see Order Status.
6) Question: What is your Return Policy?
Answer: Please See Order Policy/Returns/ Exchanges
7) Question: What if I’m not clear on details about the product?
If you have any questions about the product- please contact us (firstname.lastname@example.org) for clarification on material, color, details ect .. on product. We will be happy to answer any questions before your order (all sale items are final). We are here to help you before your order - if you have questions.