Shipping policy
Order Processing
In-stock orders are normally processed within 3–5 business days. Saturdays, Sundays and federal holidays are not considered business days.
Processing time refers to the time required to prepare an order for shipment. Delivery time begins after the carrier accepts the package.
Customers will receive an email containing tracking information once their order has shipped. During new releases, holidays or periods of unusually high demand, processing may take slightly longer.
Pre-orders
Products marked “Preorder” or “Pre-order” are not immediately available for shipment. The estimated shipping timeframe will be displayed on the applicable product page.
Orders containing both in-stock and preorder merchandise may be held until every item is available and shipped together. Customers who want available merchandise shipped separately should place separate orders.
Preorder shipping dates are estimates and may change because of production, supplier or transportation delays. If a significant delay occurs, Wa11ace Inc. will notify affected customers and provide the option to continue waiting or cancel the delayed item for a refund.
Preorders may be canceled before shipment by contacting Wa11ace Inc. through our Contact page.
Shipping
Available shipping methods, destinations and charges are displayed during checkout. Customers are responsible for providing a complete and accurate shipping address.
Please contact us immediately if an address needs to be corrected. Address changes cannot be guaranteed after an order has entered fulfillment or been shipped.
If a package is returned because of an incorrect or incomplete address, the customer may be responsible for the cost of reshipping the order.
Delivery dates provided by shipping carriers are estimates and are not guaranteed by Wa11ace Inc.
Tracking and Delivery Issues
Customers should monitor the tracking information supplied with their orders.
If tracking shows that a package is delayed, lost or delivered but the package cannot be located, please contact the shipping carrier and Wa11ace Inc. We will assist with available tracking information and any appropriate carrier claim.
Please check with household members, neighbors, apartment offices and other secure delivery locations before reporting a package as missing.
Returns and Exchanges
Return requests must be submitted within 14 calendar days after delivery.
To qualify for a return, merchandise must be unused, unworn, unwashed, unaltered and in its original condition. Patches must not have been ironed on, sewn on, attached with adhesive or otherwise applied.
Customers are responsible for return-shipping expenses unless the merchandise was damaged, defective or incorrectly fulfilled by Wa11ace Inc. Original shipping charges are not refundable unless the return resulted from our error.
Returns sent without prior authorization may not be accepted. Contact Wa11ace Inc. through our contact page before mailing a return.
Nonreturnable Items
The following items are final sale and cannot be returned unless they arrive damaged, defective or materially different from what was ordered:
- Personalized or custom-made merchandise
- Products that have been worn, washed, altered or applied
- Gift cards
- Clearance or final-sale merchandise
- Items damaged after delivery through misuse or improper application
Damaged, Defective or Incorrect Merchandise
Please inspect your order after delivery. If an item arrives damaged, defective or incorrect, contact Wa11ace Inc. within seven calendar days of delivery.
Include your order number, a description of the problem and clear photographs of the item and packaging. After reviewing the request, we may provide a replacement, store credit or refund, depending on the circumstances and available inventory.
Because some products are limited releases, an identical replacement may not always be available.