How can I change my address, cancel, or add/remove an item from my order?

Please email us at
info@shellytheband.com with your order number and request, we can make any
modifications you need long as the product hasn't shipped.

My card was charged twice or I didn't receive a confirmation email.

If you do not see a
confirmation page with an order number, then your order didn't go
through. There may be a pending charge on your bank account but rest
assured that will clear back to your account. Typically this happens
when you entered in your wrong billing address or your bank blocked the
payment. Wait 15 minutes to try again. If you believe it did go through,
email us and we can check for you. If you haven't received your
confirmation email, but the order went through, please check spam and if
nothing there, email us to update your email!

What is your return policy? Can I exchange my size?

All sales are final and due to the pre-order nature, we never have
the stock to help with an exchange. You can find all size chart
dimensions HERE. 

I received
notification my order was shipped but I still have not received it and
my tracking info does not indicate the package was delivered. 

• If your shipment tracking link for your order has not
  been updated beyond the “pre-shipment” or “label created” stage in 2
  weeks, please contact us so we can look into it for you.
• For orders shipping within the US: If you have not
  received your package within 3-4 weeks of ship date, please contact us
  as soon as possible so we can research the issue for you.
• For orders shipping outside of the US: If you have
  not received your package within 6 weeks of ship date, please contact us
  as soon as possible so we can research the issue for you.
• Please note that we are not responsible for packages
  lost due to an incorrect shipping address being provided with your
  order. Shipping delays will occur if you provide an incorrect address at
  checkout.

My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?

• Some carriers will mark a package as delivered before they actually
  deliver it. Though unusual, this can happen up to 5 days before an item
  is actually delivered. You can try contacting the carrier to get better
  insight into the delay. If you still haven’t received your package after
  5 days, and you’ve checked with your neighbors and still don’t have it,
  please reach out to us here and we’ll do our best to help!

When will my order ship?

• In most cases, excluding pre-orders, orders ship
  within 2-3 business days. Shipping and delivery dates aren’t guaranteed
  unless otherwise noted.
• Pre-ordered items are not available to ship at the
  time of purchase. Shipping timelines on pre-orders are detailed in the
  product description, as well as in your confirmation email. 
• Note that unless otherwise noted, or the option to
  ship items separately as they become available is selected at checkout,
  any order that includes a pre-order item will not ship until all items
  are available.
• While we make every effort to communicate accurate
  delivery estimates around your orders, unanticipated production delays
  for pre-order and limited edition items do happen. If an item in your
  order has been affected by a production delay, we will notify you via
  email as soon as possible.

My order is shipping to a country outside of the United States. Will I have to pay customs/import fees to receive my order?

• Depending on your country, you may be charged customs/import fees.
  
  Customs charges and fees are the sole responsibility of the
  purchaser; we are not responsible for any additional customs charges or
  fees once your package has left our facility.
  
  
• If customs fees and charges are refused at the time of delivery, your order will be returned to us.
  
  Once we receive your package, we can refund you for your purchase.
  
  

If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

My item was shipped, but still hasn’t shown up. Is it lost in the mail?

• You have up to 60 days from the date of shipment to claim your
  package as lost in order to receive a refund for your missing item(s),
  or a reshipment if stock permits.
• If you have not received your package within 6 weeks after it ships,
  please reach out to us as soon as possible so we can resolve the issue
  for you.
• Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order.
  
  Shipping delays will occur if you provide an incorrect address at checkout.
  
  

Any questions or concerns not covered here, please email us at info@shellytheband.com