FAQ

Once your order has been successfully placed, you will receive an order confirmation email. If you went through the checkout process and made it to the order confirmation page but did not receive an order confirmation email, wait about 5 minutes and check your email’s spam and junk folders. If no confirmation email comes through please reach out to customer service by submitting a ticket through our help desk portal.

We cannot take orders over phone or email at this time.

We accept the following payment methods:

・Credit Card （American Express、Discover、Mastercard、VISA、Diners Club）

We don't accept payment via money order, check, COD, or cash. We also can't process partial payments.

If the zip code on the billing address and card information field don’t match, our system will not accept your order.

Here are a few solutions that have successfully fixed the problem:
1. Place the order again with the same card but double-check the billing zip code and the card's CVV code.
2. Use a different credit/debit card

If all fails, you can contact us to manually process the order; however, the zip code on your payment information needs to match the zip code that you have on your bank account.

We package and ship your order as soon as possible. We start working on your order immediately, so we are often unable to make any changes to an order after it has been placed. Orders are subject to verification and approval before shipping and may take several days to process. Please note that this does NOT apply to Pre-Sale orders.

We only ship during business days and do not ship on Saturdays, Sundays, or holidays. While we will do all we can to make sure your order is delivered on time, we cannot be held responsible for conditions beyond our control. Please be advised that once a package leaves our facility, any mishaps with the package are the responsibility of the shipping carrier.

Orders typically ship within 2 business days from the day you placed them. This does not apply to pre-sale orders.

After you place your order and it has shipped, you will receive a tracking link that will have an arrival date estimated by the shipping carrier.

Items purchased directly from our website may be returned within 30 days from the date of shipment for a full refund to the original form of payment or store credit for the full price of the item(s). The item(s) must be unopened, unworn, and without any visible damage.

The total amount refunded will be credited to your payment method that was used at the time of purchase (minus shipping and handling) or as store credit once the package arrives at our facility and the item(s) are inspected.

Items that are ineligible for a refund:

• Returned after 30 days from the day of shipment

• Condition of product is unsatisfactory to be resold (stains, pet hair, unpleasant scent, worn, washed)

• Items sold in Mystery Packs/Boxes or Clearance Section

• Items purchased on-site at a festival or event

Please allow 7-10 business days for your return to be verified. You will receive an email confirmation once it has been approved. From there, your refund will take anywhere from 3-5 business days to be back in your account.

Exchanges

Due to constantly fluctuating inventory levels and product availability, we are unable to accept exchanges. If you wish to exchange an item or items, your best option is to return your items for a store credit.

Handling of Returned to Sender Packages:

• Upon receiving a package that has been returned to us automatically by the shipping carrier, we will assess the reason for the return and verify the contents for any damage or discrepancies.
• If the return is due to a mistake on our part (e.g., physical shipping label issue), we will take full responsibility, and return shipping fees will be refunded.
• If the return is not the result of an error on our end (e.g., package refused, insufficient address, unable to forward), shipping fees will not be refunded to the customer, and the following options will be available: Order Refund - The customer will receive a refund of the product’s purchase price (excluding shipping fees) in accordance with our standard refund policy.