1. Who should I contact if I have questions about my order?
Please send all emails to firstname.lastname@example.org. Someone will be in
touch within 48 working hours of your initial request.
2. When can I expect my order to arrive? How long does shipping take?
Once you receive your order confirmation, shipping usually takes 2-3
weeks depending on where you live. Our fulfillment center is located in
the U.S., so U.S. orders generally arrive faster.
3. Will I be charged VAT/Taxes upon arrival?
Great question. We provide the customs paperwork for all our
international orders and handle customs fees for all larger (any order
with 5 items or more) international shipments. Unfortunately, for
smaller orders (one shirt, ...), UPS does not offer the option to
pre-pay customs fees. However, we’ve found most countries don’t bother
with collecting customs for these smaller orders due to the time and
effort required. Generally speaking, we would say that most of the time
we will take care of VAT because UPS will retroactively bill us if they
do decide to collect it. There are some exceptions, for example Vietnam
requires the recipient to pay for a formaldehyde test but that’s fairly
rare from what we’ve seen.
4. I did not get an order confirmation. Did my order go through?
We will not send an order confirmation until we have approved the
order on the back end which can take up to 24 hours. This process
ensures you won't get charged if for some reason we might have issues
fulfilling your order (low stock, customs issues, etc). We appreciate
your patience and hope to get this process more streamlined over time.
5. I would like to cancel or change my order.
Please send an email to email@example.com. Please note we can
only cancel orders that haven't been sent to fulfillment. Once in
fulfillment it is out of our hands and already on its way to you.
6. My item arrived and there is something wrong with it (contents do not
match my original invoice, item damaged, ...). Can you help?
If for some reason there is an error in your order please contact us
for a refund or replacement.
7. I ordered the wrong size. Do you accept returns?
Currently, we don't accept returns on any items due to the
complications of international shipping and restocking. If for some
reason there is an error in your order please contact us for a refund or
8. I would like to suggest a new item for your store or I have a design
idea to submit. Where can I send them?
https://gitlab.com/gitlab-com/swag_suggestions Feel free to upvote
current issues/requests. Note that if an issue is closed the item has
already been produced or is in production. Frequently check our store to
see if the item you suggested is for sale.