Question 1

Is everything on site ready to ship?

Accepted Answer

All of the items on our website display expected shipping windows on a per-product basis, ranging from 7-45 days. If you have any other questions feel free to contact us via our customer service chat for more information.

Question 2

An item I want is sold out. When will it become available again?

Accepted Answer

If an item is listed as sold out it is unfortunately unavailable for purchase at this time. Feel free to hit the “Notify me when available” option to receive a notification when it is back in stock!

Question 3

Do you offer returns or exchanges?

Accepted Answer

All sales final - we do not currently offer returns, cancellations, or exchanges. Due to the exclusive nature and high demand of our merchandise, all sales are final. Please check that your chosen product sizing, shipping address, and billing address that you are submitting is correct before purchasing as it cannot be modified or changed after.

Question 4

What is your shipping policy?

Accepted Answer

All packages are shipped within the timeframe displayed on the product at the time of purchase.
The "Order Now: Ships Date" line under each product title means if you order on todays date, your order will ship on the date displayed.
For Example:

If I ordered on todays date and the screenshot above is what is displayed on the website:
The Not LA Scattered Hoodie size small ships January 27th, and the Not NY Scattered Hoodie size Large ships January 21st.

The ship date will change on the website but this does not effect your ship date from when you purchased. Please refer to your confirmation email for your ship out date (as shown below).

Each product has a delivery date attached to it in the confirmation email you received from Red Letters when your purchased your order. This is the same "Order Now: Ships Date" that was displayed with the product on the day you purchased.
For example: This order ships on January 21st

Estimated ship time for products in stock at our warehouse is 4-7 business days. Once any items arrive at our warehouse they will be shipped out within 4-7 business days. Once shipped out you should receive your order within 10-15 business days. Please check each collection page as it will provide an estimated ship out date. We will split ship your order if you have ordered any items that are ready to ship.

As a reminder the estimated delivery windows above should be used as a guide only. If your order is outside the window, please do not worry, your package is being processed and we are doing our best to get everything shipped out as quickly as possible.

Please double-check your shipping address before checkout, we cannot change an address after checkout and cannot reship a product if it was delivered to the wrong address. If your package was returned to us, please reach out to customer service to let us know and you will be charged a small reshipping free to reship your package.

We do ship internationally, however the customer is responsible for all custom charges upon arrival.

Once a package leaves our facility, it is the responsibility of the shipping carrier (I.e. USPS or UPS) to ensure the package is delivered. We are not responsible for packages that have been lost, stolen, or delivered to the wrong location. We recommend reaching out to the courier to get more info on the delivery.

Question 5

How do I know what size will best fit?

Accepted Answer

We include a size chart on our website as well as a product description of each item! If you are looking for an oversize fit we recommend sizing up.

Question 6

Can I cancel my order/ Can I receive a refund?

Accepted Answer

You can always refer back to our policies listed on our website, however all sales are final.

Question 7

Can I make a change to my order?

Accepted Answer

We process orders as soon as possible. Once your order is confirmed within our system we are unable to make any changes to your order. If you have any further questions on this please reach out to us via our customer service chat.

Question 8

How do I care for the items that I purchased?

Accepted Answer

We suggest that you wash all garments on cold, turned inside out, and hang them to dry. Please do not iron any artwork.

If you have any specific questions regarding garment care feel free to reach out to us via our Customer Service Chat.

Question 9

How do I track my order?

Accepted Answer

Once your order ships out from our warehouse you will receive an email containing your tracking number for your reference to track your parcel.

*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are its on its way!

Question 10

I received part of my order but I am still waiting for a few items from my order to arrive. Do you have an update?

Accepted Answer

When necessary, we partially ship items in your order as they arrive into the warehouse. We will make sure to send the remaining items in your order as soon as it gets to us! A separate tracking number will be sent via email when the rest of your order is shipping out.

Question 11

I received a damaged/incorrect item. What should I do?

Accepted Answer

If you receive a defective item or the wrong product please contact our Customer Support team (Contact Us Page) to start the return process. Please include the following information:

• Order number

• Video or photo of the issue (if damage)

• Complete delivery address

Question 12

My package says delivered but I can’t seem to find it anywhere?

Accepted Answer

Oh no! Hopefully this doesn’t happen but if it does, however our shipping carriers work independently to deliver your package.

Once a package leaves our facility, it is the responsibility of the shipping carrier (I.e. USPS or UPS) to ensure the package is delivered. We are not responsible for packages that have been lost, stolen, or delivered to the wrong location. We recommend reaching out to the courier to get more info on the delivery.

If you have any further questions please reach out to us via our customer service chat.

Question 13

My package is saying it has been returned to the sender?

Accepted Answer

If your package tracking notifies you of “Returned to Sender” please reach out to us via customer service chat to let us know and provide us with the following information:

Confirmation of address

If it is the same address as provided last time it was marked as undeliverable by courier we suggest providing us with another address to ensure it will be delivered this time around.

Question 14

What is Savedby?

Accepted Answer

What is SavedBy Package Protection?

SavedBy Package Protection is an optional add-on that can help cover the cost

of lost, damaged or stolen packages. We do everything that we can to make sure

the package gets to you, but in cases when issues arise SavedBy can help.

How Much Does it Cost?

SavedBy varies depending on the price of your order. It will automatically

calculate once you begin to add items to your cart.

Do I need SavedBy?

You don’t, but it can help speed up the process of resolving issues related to

shipping. And in some cases where packages may not be covered by us,

SavedBy can help where we wouldn’t be able to.

How do I use my SavedBy Protection?

If you have issues with your package, reach out to SavedBy directly here:

https://savedby.io/file-a-claim. Please review their policies to make sure that your

package can be covered here: https://savedby.io/policies

How long do I have to wait until I can receive a new package?

SavedBy can help send a new package within 1 business day! Sometimes it may

take more, but in most cases they are very quick to resolve any issues that arise.

Will SavedBy reach out to me directly?

SavedBy will send you an email confirmation once you have placed an order in

our store that includes their SavedBy Package Protection. Keep your eye out for it!

If you have any questions for their team, or have filed a claim, they will email you

directly with any questions, updates, and resolutions. Their email address is:

Support@Savedby.io for general questions, and Claims@SavedBy.io for issues

with packages.

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