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 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. Please only send one email regarding your question or return (additional emails create clutter and it will take longer to get to it) - if you haven’t heard from us in 3 business days, then send us another message!
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. If there is no date listed, we may not restock it or we don’t have a solid date to add yet.
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 an idea for a great product you’d like to see, 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?
We are not able to have customers purchase or try on our items in person as our inventory is not located at our office. We also are not set up to have customers pick up their orders, although this might be an option in the future.
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). Orders are packed each day around 11am, and tracking numbers are sent in the evening.
- 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.
How much does shipping cost?
Orders in the US with a subtotal that is over $70 ship for free (this does not include tax; coupon codes that reduce the subtotal below $70 will also not be eligible). All other US orders ship standard for $5. Expedited and International shipping are weight based, so the best way to get an idea of price is to add the items to your cart, input your address, and see how much it will cost.
Do you pay for customs fees?
Customs 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 and it is before 11am PT, 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 and it is before 11am PT, 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 and it is before 11am PT, 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 and it is before 11am PT, 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.