FAQ
GENERAL QUESTIONS
I sent you guys a message and I haven’t heard back yet.
If it’s a Friday, we may not get back to you until Monday - we work regular business days M-F. If it is a holiday, we will usually get back to you the next business day. Sometimes we just have a ton of emails and we need a day or two to catch up, especially during festival season. If you haven’t heard from us in 3 business days, send us another message, or try contacting us on Social Media!
When will an item be restocked?
All of our restock dates, if they are known, are listed in the product descriptions. This is not an exact date, but our best estimate. The best way to know exactly when something will be back in stock is to sign up for product notifications. You can find that on each individual product page.
What size should I get?
Our sizing chart is located here. If an item (including shoes) runs small or big, it will be noted in the description.
Do you do custom orders?
Unfortunately, we do not have the capability of doing custom orders at this time. If you have a great product you’d like to have, let us know - it might already be in the works!
I live in San Diego, can I come try something on or purchase at your warehouse?
Yes ! It is just very important you email us and make an appointment, as we are very busy :)
SHIPPING
Where is my package?
No shipment notification? Check your spam folder. If you ordered on a Friday, most orders ship the following Monday (We unfortunately do not employ elves that ship for us 24/7 in our warehouse). Shoes may take a few extra days to ship (as noted in the product pages).
Tracking marked as delivered?
Check with neighbors and all members of the household that may have received the package on your behalf. If it is still not found, call the carrier it was shipped through for more information before emailing us.
Do you pay for custom fees?
Custom fees are determined by your country and these fees and additional charges are out of our control. Before you order, please check with your customs department on fees that may apply.
I ALREADY PLACED MY ORDER AND...
I need to cancel
As long as it hasn’t shipped, email us right away and we will be able to cancel your order.
I need to upgrade my shipping
As long as it hasn’t shipped, we will be able to make the change to your shipping. Send us an email right away with your name, order number, and the date you need it by. Please make the email subject “Shipping Upgrade Request” for faster response.
My address is wrong
As long as it hasn’t shipped, we will be able to fix your address. Send us an email right away with your name, order number, and correct address. Please make the subject “Incorrect Shipping Address”.
I ordered the wrong item
As long as it hasn’t shipped, we will be able to fix it. Send us an email right away with your name, order number, and the items you want swapped. If it has already shipped, you can submit a return for credit.