FAQs
CUSTOMER SERVICE DIRECT
For any questions or concerns that are not covered below, please message Weasel Wear at:
info@weaselwearco.com
and our CS team will get back to you as soon as possible. Please wait 48 business hours for a reply before sending a follow-up message.
CUSTOMER SERVICE OPERATIONS
-Our CS team operates every Monday-Friday, excluding major holidays.
-We are a growing business with a small but dedicated team who strive to give you the best service possible. When contacting us during normal business hours/days, it may take up to 48 hours for us to reply. This window may be extended if you are reaching out during any major U.S holiday or one of our peak times, such as holiday sales or various promotional times.
SHIPPING OPERATIONS
-Our Shipping team operates Monday-Friday, excluding major holidays.
-Our regular processing time for shipping in-stock orders is 3-5 days, excluding weekends. THIS DOES NOT INCLUDE ORDERS WITH PRE-ORDER ITEMS THAT HAVE NOT YET ARRIVED. During sales, product launches, or promotional events, it can take 7-10 days (excluding weekends) to process and ship orders.
-We will email you a tracking confirmation once your label has been printed. Reminder: A printed label does not mean that your order has been shipped, but that it is being processed. Please be patient as we are a small dedicated team working for a growing company. Let us know if you still have not received your order tracking confirmation after 10 business days as there may be an issue.
-COVID-19: Once we have shipped your package, time to destination is outside of our control due to global shipping delays. Packages domestically have been known to take a few extra days to get to their destination, and international orders have taken extra weeks to arrive.
WHOLESALE
-If you have a storefront or online shop and would like to carry our brand please email us at: info@weaselwearco.com
SHIPPING RATES
-Due to our limited operational hours, we cannot offer any Express or Overnight services at this time.
-Our rates are very competitive thanks to the platform that we use. Your shipping rate is calculated by using the size and weight of the order, the shipping method, and the distance your order must travel.
-Please understand that the shipping time only begins as soon as the carrier service receives the package, and is only valid on business days. Orders can take up to 3 to 5 business days to process before your package is delivered to the post office during our regular schedule. Please see the Shipping Operations section for more details.
HOLIDAY SHIPPING
-DOMESTIC:
-USPS recommends that if you would like your packages by December 25th, you must have your order ready to ship by December 15th, and choose Priority Shipping. Please find more information on USPS website.
-INTERNATIONAL:
-USPS advises globally the shipping cut off date for Christmas ranges from November 27th - December 7th depending on your location. There could also be delays based on your countries customs office. Please find more information on the USPS website.
LOST OR STOLEN PACKAGES
-Once your order has been shipped and tracking information has been provided, Weasel Wear is not responsible for any lost or stolen packages. Once your package leaves our facility it becomes the responsibility of DHL, USPS, or UPS. Please contact your shipping carrier to file a claim. If you are concerned about items being stolen off your porch, we advise you to choose the “Signature Required” option at checkout.
PRE-ORDERS
-We offer pre-order items so our customers can reserve upcoming styles.
-Pre-order shipping is contingent on when the product arrives at our facility. -Estimated arrival dates for items can be found on your pre-order's product page on our website. While we try to be as accurate as possible with our estimated arrival times, various factors may delay incoming products. Rest assured our team is dedicated to getting you your beautiful items as soon as we can. -If you do not feel comfortable waiting, there is usually a small amount of extra stock available once all pre-orders have shipped. But please note that pre-order is the only way to GUARANTEE you will receive one of our pre-order styles.
-If delays are severe, we will contact you to see if you’d like to keep the delayed pre-order or if you’d like a refund. If you have any other questions regarding your delayed pre-order please contact our customer service team.
-At this time we cannot split pre-orders due to our extensive pre-order storage system. If your order has in-stock and pre-ordered items, we will pull your in-stock item and hold on to your order until it is fully complete and then send it.
RETURNS & EXCHANGES
-While we hope that you love your merchandise, if for any reason you are dissatisfied, we will gladly accept your unworn/unwashed apparel—excluding certain items (see list below)—within 30 days of the delivery date for an exchange or store credit.
-If you need to initiate a return, please utilize the Redo portal if you purchased Redo package protection. If you did not, please contact CS at info@weaselwearco.com and our team will assist you.
-If a return or exchange is agreed upon, you have 2 weeks to ship back the item. After 2 weeks of non-movement, your return or exchange has been voided and we will no longer accept the item back.
-Merchandise must have all tags attached and returned with all included accessories. This includes belts, pins, etc.
-Items that are soiled, worn, damaged, or laundered will not be accepted. This includes any stains, makeup, deodorant markings, snags, cigarette smoke, perfume, animal hair, etc. It is at Weasel Wear's discretion to decide if the returned/exchanged item has been soiled. If an item is determined to be as such, it will be returned to the customer at the customer’s expense.
-Refunds will ONLY be issued for factory flawed items with photographic proof, and within 30 days of the delivery date for said item.
EXCHANGES
-At this time, we allow exchanges for items of comparable value or store credit.
-Exchanged items will only be sent out once we receive the original item.
-If purchased, Redo package protection will cover shipping on your replacement item. If not, you are responsible for exchange shipping expenses.
-Original shipping and handling fees are not refundable, and all returned merchandise shipping is the sole responsibility of the buyer.
WHICH ITEMS ARE RETURNABLE
-Apparel in original condition unworn and unwashed with original tags still attached.
-Incorrectly shipped items.
-Flawed items.
-Items damaged in shipping due to improper packaging (issued at our discretion with photographic proof).
WHICH ITEMS ARE NOT RETURNABLE
-All make-up
-Swimwear
-Bags and accessories
-Lingerie items
-Mystery bags
-Items of a gift or promotional nature
-FINAL SALE items
-Items not purchased from our online store
-Gift Cards
-Items that appear to be worn or damaged with stains, makeup, deodorant markings, snags, cigarette smoke, perfume, animal or human hair, etc.
ARE THERE CHARGES FOR RETURNS
-If you purchased Redo package protection, you can use the Redo portal listed under “Returns” section in our main menu for unlimited, covered exchanges or returns for store credit. If you did not purchase package protection, you are responsible for for all return costs.
-Original shipping charges are non-refundable.
-If an item is incorrect or flawed, Weasel Wear will incur the cost of shipping.
-If an item or element is missing upon arrival back to Weasel Wear, it can be denied as a return, and no exchange or store credit will be issued.
ADDITIONAL QUESTIONS:
Q: Are you the designer?
A: Weasel Wear is comprised of a small but mighty team of people!! All of our more unique and complex designs come directly from the brains of our owners, Brit + Anthony Jasperson. The couple then hire a small team to execute their ideas from infancy to sitting on your doorstep. This may include a co-designer to nail down technicalities, a graphic artist for design, and their wonderful assistant for shipping and customer service concerns.
Q: Are your stickers waterproof?
A: They are water-resistant, as tested by ourselves and our fit fam time and time again. Don’t be afraid to stick them to your shakers or tumblers and enjoy!!
Q: My order is lost in the mail. What do I do?
A: Please contact the carrier service and supply your tracking number that was sent to the email on the order. This tracking number was sent when the item shipped. If you cannot find your tracking number, please email info@weaselwearco.com. While Weasel Wear will also follow up with the carrier, we unfortunately cannot be held responsible for lost or stolen mail. If you are concerned about your order being stolen, please choose the Signature Required delivery method at checkout.
Q: I am missing an item from my order. What do I do?
A: Sorry about that! Please email info@weaselwearco.com with your order number, a photo of what was delivered, and a description of the item missing.
Thanks for shopping Weasel Wear, VonFrankenPuppies!!