FAQs
HOW LONG WILL MY ORDER TAKE?
We are a no waste company, therefore all apparel is printed to order in the US (produced on-demand). Orders may take up to 2-4 days of production time before shipping. If order is placed on a holiday, it will process on the following business day. Please note that choosing an expedited shipping method will not reduce processing time, but once the order is complete, it will be shipped via the method chosen at checkout. Items may ship separately.
INTERNATIONAL SHIPMENT OPTIONS
Worldwide Flat Rate may take over 4 weeks in transit once it is shipped. It is initially shipped via FedEx from the United States, but once it reaches the destination country, it is transferred to the country's postal service, and delivered via regular post. The FedEx tracking will have limited updates with the package leaving the United States, and since the shipping method is not delivered by FedEx, full tracking is not available.
For these orders, a Customs Number is assigned, and can be utilized to inquire with your local customs and post office regarding delivery. To obtain the Customs Number, please email sugarcoat.apparel@gmail.com with your order number, and we will request it for you.
By choosing "Worldwide Flat Rate" you acknowledge that shipping may take more than 3 weeks for delivery. Worldwide Flat Rate was made available as an affordable option, and not recommended for use if there is a desired delivery by date. For a faster and more detailed tracking for international shipments (outside of United States), please use the Premium or Express options.
Please note that all international shipments may be subject to duties and taxes (which the shipping carrier will charge the customer directly), according to the import regulations of the destination country. We do not cover customs import/duty fees and recommend using www.simplyduty.com to get an estimate of your import/duty rates.
HOW WILL I KNOW WHEN MY ORDER IS READY?
For every order, we will send two e-mails. One e-mail will show the order details and confirm that the order was placed, and the second e-mail will tell you when your order is being shipped.
WHERE IS MY PACKAGE/PACKAGE SAYS DELIVERED BUT I HAVEN'T RECEIVED IT?
At checkout, there is an option for shipping insurance so if your package is lost, damaged or stolen, you are able to file a claim. If approved, you will get your item resent to you. If you do not add shipping insurance to your order, Sugarcoat Apparel, nor the Postal Service, is liable for any lost, damages or stolen Items.
CAN I HAVE A REFUND OR EXCHANGE MY PRODUCT?
We will issue refunds or replacements for orders that are defective, e.g. misprints, receiving the wrong color or size than ordered, or holes in the garment. If a return or exchange is requested, we will review the request and determine if a refund or exchange will be given. Refund/exchange requests must be made within 30 days of the purchase.
No refunds will be given for mistakes made outside of our control. This includes you ordering a wrong size, style, or color. Our factories print the exact number of garments, based on the orders that come in, and we will not have extras.
Please review your order, and use the sizing chart, before you finish checkout to avoid any issues. We will also send an e-mail with details about your order immediately after your order is placed, and if there are any discrepancies in your order at that point, please contact us to make a change.
To start a return, you can contact us at sugarcoat.apparel@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. All sales are final outside of the USA.