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Copy of FAQ

WHAT IS OPEN AIR

Open air is our online exhibition of potential products we're currently working on. 

I WANT TO RETURN OR EXCHANGE ITEMS IN MY ORDER

Returns and exchanges can be handled directly through our Returns portal.

We are happy to offer different return options on items under the following conditions:

  • Refund if returned within 30 days of delivery in the original product packaging undamaged, unworn, and unwashed. 
  • Exchange if returned within 30 days of delivery in the original product packaging undamaged, unworn, and unwashed.
  • Store credit if returned within 35 days of delivery in the original product packaging undamaged, unworn, and unwashed.

WHAT IS MY ORDER ETA

Your orders estimated time of arrival is based on the included products stock status set in each items description and the chosen shipping method. For orders with presale items, your order may take six to eight weeks to ship. You will receive an email as soon as your order has been shipped. Shipping times are based on the chosen shipping method and the customers country of residence.

WHERE ARE YOU BASED

Los Angeles, California, United States

WHERE IS THE SIZE CHART

Size charts can be found in the product images. 

They can sometimes additionally be found under the product name, price, financing options and wishlist link. See below:

I EMAILED SUPPORT BUT HAVEN'T RECEIVED A RESPONSE

Please be advised we are a very small operation. Our support team generally responds within 1-3 days. We may not respond on weekends. If you haven't received a response within 3 days, not including the weekend, please send us a follow up response.

I RECEIVED PART OF MY ORDER BUT MY OTHER ITEM(S) ARE MISSING

If you've received only part of your order, please do not be alarmed. Sometimes we send out partial shipments based on inventory in an effort to get the customer a portion of their order as soon as possible. On the other hand, if the item is listed on the shipping receipt but is not in the package, please contact us and we'll do our best to get the missing item sent to you as soon as possible.

I WAS CHARGED IMPORT FEES FOR MY SHIPMENT

We use Markets Pro for all international shipments to offer flexible shipping pricing and included taxes and fees neccessary for international delivery. Your country may charge additional fees out of our control. Please be advised we are not responsible for any additional fees occured for your delivery. If you refuse to accept the package due to import fees and the package is confirmed returned to us, we cannot offer refunds on shipping. 

MY TRACKING SAYS DELIVERED BUT I DIDN'T RECEIVE MY PACKAGE

If you can't find your package and you're certain it's not at your residence, please contact the shipping carrier used and submit a claim for your lost package before contacting our support team. There is little we can do to handle lost packages. We advise choosing a shipping method with a shipment insurance policy at checkout as a precautionary measure.

For orders shipped using USPS, please fill out a Missing Mail request.

For orders shipped using DHL, please submit a claim for Lost or Damaged shipment.

For orders shipped using UPS, please file a Claim

If the shipping carrier deems your package officially lost and they are unable to provide you with credit for your lost package, please contact our support team with proof the package was declared officially lost.

MY ORDER HASN'T SHIPPED YET AND I WOULD LIKE TO CANCEL

We're happy to offer cancellations with full refunds for orders that haven't shipped. Please contact our support team before requesting a chargeback with your bank or creating a claim with PayPal.

I NEED TO CHANGE MY SHIPPING ADDRESS 

Our support team is able to change the recipients address any time before the shipping label for your order is created. Please reach out to us as soon as possible to prevent any mix ups or failed deliveries.

We can change shipping information on any International order.

I WANT TO ADD, REMOVE, SWAP OR CHANGE SIZES ON AN ITEM IN MY ORDER

We can add, remove, swap or change sizes on any items in your order any time before the shipping label for your order has been created. Please advise this may extend delivery time if changes include presale items.

We cannot change or edit items on any International orders due to our use of Markets Pro to provide lower cost shipping rates outside the US.

CAN I COMBINE MY ORDERS

We can combine any orders from the same customer any time before the shipping label for your orders has been created. We will provide a partial refund on shipping costs if applicable. This may extend delivery time if either order contains a presale item.

We cannot combine any International orders due to our use of Markets Pro to provide lower cost shipping rates outside the US.

MY ORDER ARRIVED DAMAGED OR DEFECTIVE

Please contact us with photos of the damaged or defective item(s) and we'll be more than happy to send you a replacement or issue you a refund. Depending on the item, you may be required to return the item before you can receive a replacement or refund.

DO YOU OFFER FREE SHIPPING

Free shipping is only available in the United States on orders over $250 USD. The free shipping threshhold includes any shipping method under $30 USD.

HOW DO I WASH MY ITEMS

Please refer to the care label available on each product.

WILL A DISCONTINUED ITEM RETURN

More than likely, no.

For any other questions or concerns, please contact our Support team. We're more than happy to help.