COVID-19 Delay:

Please note that due to increased demand on all major shipping carriers, orders may take up to 7-10 business days to deliver once shipped.

Why is my order taking longer than expected?

International orders are subject to delays in customs of the destination country. Many countries are quarantining packages for 1-3 days prior to final delivery to the customer.

 

Product Info: 

What are your instructions for washing & care of apparel? 

All garments are pre-shrunk. Turn inside out to protect the printed design, machine wash on cold, and tumble dry on low or hang dry to avoid any additional shrinking. 

What if the color does not look exactly the same as it does on my screen?

We cannot guarantee that colors are represented digitally, via monitors, mobile phones, or the like, exactly as they will appear in person. If you think you were sent the wrong color, please reach out to us at info@onthesetapparel.com and we will be happy to assist!

Sizing: 

How do I know what size I should order? 

Sizing varies across our products. Please consult the sizing chart page. Some products won’t have sizing charts but will include size recommendations in the product description. 

Exchange/Return Policy:

Can I exchange or return items?

All Sales are Final! 

Before completing your purchase, please review the size chart and measurements. Additionally, please verify the correct item size has been selected before completing the checkout process. 
No refunds or exchanges will be offered.

 

Shipping: 

My order has shipped, but why does my tracking show “No Results”? 

If your DHL tracking shows “No results”, your order has most likely recently been shipped, and DHL tracking will update within 36 hours. If your tracking shows “No results” for more than 72 hours (not including weekends), please let us know by reaching out to info@onthesetapparel.com

My tracking information says the package was delivered but, I have not received it. What should I do? 

Sometimes USPS will mark a package delivered before it actually is. That being said, we recommend waiting 2-3 days after the last status update (not including weekends) to give USPS time to complete the delivery.

We also recommend doing the following within 2 days of expected delivery:

• Look for a notice of attempted delivery
• Look around the delivery location for your package
• See if someone else accepted the delivery
• Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.

Please let us know if you haven’t received your package after 3 days without a status update. 

Why is my order marked Return to Sender? 

If your order is being returned to sender for any reason such as: • Refused • Unclaimed • Not called for • Denied Due to Customs Charges • Incomplete / Insufficient Address , please contact info@onthesetapparel.com.

 

International Shipments: 

Please double check your shipping address for accuracy prior to placing your order. We use DHL as our international shipping provider which hands shipments off to the country’s postal provider once the shipment has cleared customs. In some countries, additional tracking info is not available once the package is passed off to local carriers.

If your order is delayed, it may be held in customs for processing and take up to six weeks to arrive. Any unclaimed packages will be returned to the manufacturer and not eligible for reshipment or refund. We recommend contacting your local customs officials for assistance.

Are there additional shipping costs for International orders? 

Shipping charges do not include any import tax, duties, or customs and clearance fees which may be levied once your shipment reaches your country. We are not responsible for these fees and are unable to supply estimated duties and taxes, as this information varies by country.

As the Importer of Record, you are responsible for any of these charges or others imposed by your country and you must comply with all laws and regulations of the country in which you are receiving the goods. Contact your local customs office for information on what these charges may be. 

Do you ship to APO/FPO addresses? 

We do! Please select, "Ship orders to addresses within the US, Canada, and APO / FPO military addresses". When shipping to an APO, please make sure to include the complete APO address. You must select USA as the country. Please note that UPS does NOT ship to APO/FPO addresses. Please select DHL at checkout.

Do items ship separately? 

Yes, we ship our items from multiple facilities. Because of this you may receive your order in separate shipments and on different days. 

 

Placing an Order / Order Status: 

When will I receive my order? 

Once your order is shipped, delivery time will be determined by the method you chose:

• DHL: 5-7 business days
• UPS Air: 2 business days
• USPS: 3-5 business days

Please note, these time estimates are transit times from the date the order has shipped and are subject to delays stemming from COVID-19.

What is the status of my order? 

When your order is placed you should receive an order confirmation via email or SMS, depending on which contact info you entered at checkout. If you didn’t receive a confirmation, please contact us at info@onthesetapparel.com. Once your order ships, you will receive a shipping confirmation email with tracking info. 

Can I combine orders? 

Unfortunately we cannot combine orders, they are individually processed as soon as they are placed.

Can I change or cancel my order? 

We process orders very quickly in order to ensure the fastest delivery possible. If your order has not started processing, we will do our best to accommodate all requests including size changes, address changes or order cancellations. Once your order has gone into a processing, we cannot make any changes.

Please check all information very carefully before placing your order. If you discover a mistake with your address, please contact us ASAP and include the correct address in your email to us.