Ordering & Shipping

COVID-19 UPDATE 3/31/20: We are open for business and shipping, receiving, and managing customer service within healthcare guidelines.  During this time, orders may take an extra few days for processing. Our priorities are the health and safety of our STH team, along with shipping orders in a timely manner and addressing customer questions. Please know that all orders received and returned will be processed as efficiently as possible. We’ll update here with any changes.

SHIPPING TIME

We provide free U.S. shipping and returns via the United States Postal Service. Orders ship from our warehouse within approximately 2 to 3 business days, not including the weekend or holidays. This standard processing time allows the warehouse time to pick, pack, and ship your order correctly. During the fall/winter, shipping may take an extra few days. Non-refundable, domestic expedited shipping options are available via the USPS Priority Mail 1 – 3 (not guaranteed by the USPS) or FedEx Overnight. Expedited shipping and estimated times of arrival start after our warehouse processes and ships your order within the specified approximate time frame (feel free to email us with your order number for expedited processing time). For free shipping, the arrival time within the U.S. is an estimated 2 to 7 business days. Shipping time outside the U.S. is generally 2 weeks but can take longer depending on each country’s mail system. For special requests, let us know by replying to your order confirmation email and we’ll try our best. Tracking information is a guide only, and may need a couple days to update in the system. This is usually the case during holidays. For international customers, once a package leaves the U.S., we are only able to track a package using the same tracking number you’ll be issued. Please check with your country’s guidelines about tracking and shipping times, etc. We ask our customers to please be patient and give your order sufficient time to arrive. We will do our part and try our best!

ORDERING USING A CREDIT OR DEBIT CARD

Pricing is in U.S. dollars. We accept Visa, MC, DC, or Amex credit or debit cards. We also accept PayPal. Visa or MC gift cards can be used via PayPal. We do not have access to your credit card info. You can be confident knowing straighttohellapparel.com is a verified PayPal merchant. Make sure you are typing in the exact billing address on file with your bank. If you are experiencing issues at checkout, instead select the PayPal option and use your credit card via PayPal with your correct billing address. You do not need a PayPal account to complete your order.

INTERNATIONAL SHIPPING & TAXES

We ship to over 50 countries. Shipping times are stated above. You can start the checkout process and view the shipping fees before you complete checkout. You will receive tracking when your order ships. Please note, the fee is the cost of the postage and not possible taxes. Please research your country’s importing requirements in advance. It is possible you may have to pay customs taxes when importing. We unfortunately can not provide assistance with this, because we do not know what the importing fees or laws are in other countries. We can not reimburse for possible taxes paid upon receipt of your order. This is the nature of e-commerce. For special shipping requests or customs form markings, let us know in advance of shipping by replying from your order confirmation email and we’ll try our best.

IF YOUR ORDER IS LATE

We ask that you please be patient. Orders will be sent with tracking and as quickly and securely as possible. Feel free to email us only if it has been over 2 weeks since you ordered within the U.S., or if it has been over 4 weeks if you are outside the U.S. Please note, we have access to the same tracking number you have, and this is the most up to date status we can view. We want you to have your order just as much as you do.

CREDIT CARD OR CHECKOUT ISSUES

Our website is declining your credit card for security concerns. This happens when the incorrect credit card number or billing address is attempted. “Pending” payment attempts will disappear shortly.

1. Have you double checked the credit card number, expiration date, and security code is a match?

2. Have you double checked the billing address matches the address on file with your bank? Did you use an apartment number? Did you move recently and need to update your address? For your security, billing addresses must match your exact address on file with your bank. That is word for word and number for number.

3. Would you like to select PayPal on the checkout page? Leave PayPal selected and do not select Credit Card. Doing so will push an order through with the correct billing address. You do not need a PayPal account to complete. Most checkout issues are resolved by selecting PayPal.

4. Amex can be used only with PayPal and you do not need a PayPal account to complete. Gift card credit cards can be used with PayPal only.

We apologize for the inconvenience, and your security is one of our most important goals.  If you are having additional difficulties at checkout, feel free to email us.

AFTERPAY PAYMENTS

If you checkout with Afterpay, please note your payment agreement is with Afterpay and not with us. We do not have additional information regarding your payment. If you are returning an order for refund, you will have to continue with your scheduled Afterpay payments until your return is processed and refunded according to our specified timeline and policy. We will refund your order, and Afterpay will refund your payment. If you are returning for exchange / store credit, you can also continue your scheduled payments to Afterpay.