WHAT IS YOUR RETURN POLICY?
We apologize, but all orders cannot be returned or exchanged and are final sale. We will however happily replace damaged, defective, or incorrect items. Otherwise, all sales are final. Any claims for misprinted, damaged, or defective items must be submitted within 7 days after the product is received. For packages lost in transit, all claims must be submitted no more than 14 days after the estimated delivery date.
I DON'T KNOW WHAT SIZE I AM, HELP ME?
Take a look at our size chart for more detailed measurements of our products.
CAN I CHANGE OR CANCEL MY ORDER AFTER IT IS PLACED?
We process orders very quickly to ensure the fastest delivery possible. Because of this, we usually cannot change or cancel your order once it has been submitted. Please be sure to check all information very carefully before placing your order. If you discover a mistake, please contact us ASAP.
DO ALL ITEMS IN ORDERS ALWAYS SHIP TOGETHER?
Each item we ship may have different delivery times. This is because some products are packaged and shipped separately. For example, we send our mugs in bubble-protected compact box. Obviously, a t-shirt won't fit in there.
MY ORDER HAS ALREADY SHIPPED. CAN I HAVE THE DELIVERY ADDRESS CHANGED?
We cannot change the shipping address for orders that have already gone out, and the U.S. Postal Service is not able to change delivery addresses once an order has been shipped. UPS can occasionally change the shipping address, but not very often. You can contact them at 1-800-PICK-UPS, with your tracking number, to see if your address can be changed, but the chances they’ll be able to do it are low, and changing the address will almost always delay the delivery for a few days.
MY ORDER HAS SENT, WHY DON’T I SEE THE TRACKING INFO?
Your order was shipped but it can take up to 48 hours for tracking info to show up in a carrier's tracking system. Note that international shipment tracking may take up to a few days to display any updates but that doesn't necessarily mean the shipment is lost.
WHICH SHIPPING METHODS HAVE TRACKING?
Overnight, express, and standard shipping methods will always have tracking.
Tracking may not be available for:
- International shipments going out from our US locations with no rush, economy, or flat rate shipping methods
- International shipments going out from our Europe location with no rush, economy, or flat rate shipping methods
HOW MUCH DO THE DIFFERENT SHIPPING METHODS COST?
These vary based on the weight of the items in your order. Rates are calculated before checkout is complete, so depending on the items you are purchasing feel free to try multiple methods for the best fit.
WHEN WILL MY ORDER ARRIVE?
For standard shipping, expect a minimum of 5-7 business days within the U.S. We do offer alternatives to standard shipping, which you can review at checkout. Our usual turnaround time for production is 3-7 business days; add this to whichever shipping method you select at checkout. International customers, please note that some packages may be delayed by the local customs office for inspection, assigning, and collection of duties/tax.
CAN YOU TELL UPS TO LEAVE MY ORDER ON MY PORCH IF I’M NOT HOME TO RECEIVE IT?
The decision on whether to leave a package outside your home belongs to the UPS driver. Most likely, if you’re not home, the driver will leave the package in a safe location, if one is available. We don’t have any way of instructing the UPS driver to leave your package by your house if you’re not in, however; the decision is theirs.
MY ORDER SHOWS IT IS BEING RETURNED TO SENDER, WHAT NOW?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. If your package makes it way back to our facility, we will contact you to determine how you would like to proceed and if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.
MY ORDER WAS LOST IN THE MAIL, NOW WHAT?
For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. We'll cover the costs of reprinting and shipping a replacement order for you, we just need for you to first double check with the shipping provider that the order is in fact lost and confirm your shipping address and that it was correct. Please wait 7 business days after the last day of your delivery estimate before reaching out. This is the standard window for the package to be considered lost in transit. Sometime it just takes longer than estimated with shipping providers.
Keep in mind that if tracking information states an order was delivered but you still haven’t received it, we won't take responsibility and reship that order and any replacements would have to be at your own expense.
WHAT HAPPENS IF MY PACKAGE ISN’T DELIVERED TO ME BUT THE TRACKING STATES THAT IT DID?
We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a package is marked as delivered by the courier, but you report that you have yet to receive it, we would not cover the cost of reshipping the order. This only applies if the tracking details state that a delivery was made to the recipient's address. Packages are often left in unexpected locations so it’s always best to reach out to the courier first and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch." We're not able to assist with filing claims with shipping carriers.
If you are still unable to locate the package, you will need to place a new order to have it reshipped. We understand there are sometimes mitigating circumstances and we will deal with those on an individual basis because our customers deserve it. Email us at email@example.com to see if there can be an exception made.
WHAT IF A PRODUCT IS DAMAGED IN THE MAIL?
If something arrives damaged, send a photo of the damaged goods to firstname.lastname@example.org and make sure to include your first and last name, email address, phone number, order number, and a brief description of what the issue is and someone from our team will get back to you as soon as we can and send a replacement at no cost to you.
CAN I PLACE AN ORDER AND PICK IT UP AT YOUR WAREHOUSE?
Sorry, no. All orders must be shipped.
I CHANGED MY MIND. CAN I GET A REFUND?
We will happily replace damaged, defective, or incorrect items. Otherwise, all sales are final.
WHAT FORM OF PAYMENTS DO YOU ACCEPT?
We accept all major credit cards, Amazon Pay, Apple Pay and PayPal payments. We do not accept cash, check, Venmo, or money orders.
WHAT HAPPENS IF I ORDER SOMETHING OUT OF STOCK?
We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.
I SAW A DESIGN THAT I WANTED TO PURCHASE, BUT IT DOESN’T EXIST ANYMORE. WHERE CAN I FIND IT?
If it's not on our site, it's sadly no longer available for sale. We are however constantly adding new designs, so check back frequently and we'll be sure you find something you love.
I BOUGHT SOMETHING YESTERDAY AND NOW IT’S ON SALE. CAN I GET A PRICE ADJUSTMENT?
Sorry, we do not honor price adjustments.
IT’S SAYING MY PROMO CODE ISN’T VALID. WHAT SHOULD I DO?
If that happens, it likely means one of two things:
The code has expired and/or is no longer valid, OR
You entered the number incorrectly, so maybe give it another whirl! Contact us if you have any trouble! Please note promo codes are not valid are sale or already marked down products.
Still need help? Email us at info@onlocationshow,com and make sure to include your first and last name, email address, phone number, order number, and a brief description of what the issue is and someone from our team will get back to you as soon as we can!