Frequently Asked Questions
Have questions? We’ve got answers! Below are some of the most common inquiries we receive from our customers.
Ordering & Products
Q: What does “Made to Order” mean?
A: “Made to Order” (MTO) means we don’t hold large inventories. As soon as you place your order, we get to work creating your item specifically for you. This allows us to offer a wide variety of designs and reduces waste, which is better for the planet!
Q: What is your order processing time?
A: Because items are made to order, please allow 1-3 business days for production and processing before your order is shipped.
Q: Can I change or cancel my order?
A: Since production starts quickly, you have a 6-hour window after placing your order to request any changes or cancellations. Please contact us at [email protected] with your order number immediately. After this window, we likely cannot make changes.
Shipping & Tracking
Q: How long does shipping take?
A: After the 1-3 day processing time:
- Domestic (US): Expect delivery in 7-10 business days.
- International: Expect delivery in 10-14 business days.
Q: How do I track my order?
A: Once your order ships, you will receive a confirmation email containing your tracking number. You can use this number on our Track Your Order page. Please allow 24-48 hours for tracking information to become active.
Q: What if my package is lost?
A: Prideinapparel is not liable for packages lost during transit. If your tracking shows “delivered” but you haven’t received it, please contact the shipping carrier to file a claim.
Returns & Refunds
Q: What is your return policy?
A: Due to our made-to-order model, we cannot accept returns for buyer’s remorse or sizing issues (please check our size charts!).
However, if your item arrives damaged, defective, or you received the wrong item, please contact us at [email protected] within 30 days of delivery with your order number and photos of the issue, and we will send you a free replacement or issue a refund.
Q: Do I need to send the defective item back?
A: In most cases, no. Just send us clear photos of the issue, and if your claim is approved, you can keep, donate, or dispose of the item.
Contact
Q: My question isn’t listed here. How do I get help?
A: Our customer support team is happy to help! Please email us at [email protected], or visit our Contact Us page. Our support hours are Support Time: Monday – Friday From 9:00 AM – 5:00 PM (UTC – 05:00)..