Ordering & Shipping

MOVING SALE 3.1.22: Our sale promotion applies to full-priced orders placed during the sale dates. Previous orders cannot be discounted. The sale coupon cannot be used in conjunction with previous sales, promotions, exchange codes, or coupons. Orders and returns will be processed as efficiently as possible. The USPS and FedEx may be experiencing seasonal delays, and please know we will always try our best at STH.

 

SHIPPING TIME – DOMESTIC

We provide free U.S. shipping and returns via the United States Postal Service or FedEx Ground. Orders ship within approximately 2 to 3 full business days, not including the weekend, holidays, sales, or during Covid-19. This standard processing time allows the warehouse time to allocate your order, pick, pack, and ship correctly. For free U.S. shipping, the arrival time after shipping is an estimated 3 – 5 business days. If you have special requests like signature confirmation or insurance, feel free to reach out with your order number. We ask our customers to please be patient and give your order sufficient time to arrive. We will always try our best.

STH
2020 N. California Ave.
Suite #7, Box #304
Chicago, Illinois 60647
U.S.A.

(Not open to the public. Do not ship returns here.)

EXPEDITED SHIPPING – USPS PRIORITY & FEDEX OVERNIGHT

Domestic expedited shipping options are available via USPS Priority or FedEx Overnight. Expedited shipping is non-refundable. Please note, shipping starts after our warehouse processes and ships your order. Orders ship within approximately 1 to 3 business days, not including the weekend, during holiday times, sales, or during Covid-19. This standard processing time allows the warehouse time to allocate your order, pick, pack, and ship correctly. Due to the nature of e-commerce order allocation, same day shipping is usually not possible. According to the USPS and FedEx, delivery dates are estimated and not guaranteed. If there are delays, please consult directly with the shipping carrier. We can not be held responsible for delays. Feel free to email us with your order number for possible faster processing time, and we can try our best to accommodate special requests.

INTERNATIONAL SHIPPING & TAXES

We ship to over 50 countries. International shipping time is generally and additional 2 weeks, but can take longer depending on your country’s mail system. Orders ship via FedEx or the USPS (which transfers mail to your country’s government mail system). Please research your country’s importing requirements and shipping times. Tracking information is a guide only, and may need time to update. Once a package leaves the U.S., we are only able to track a package using the same tracking number you will be issued. You can start the checkout process and view the shipping fees before you complete checkout. Please note, the shipping fee is the cost of the postage and not possible duties or taxes. It is possible you may have to pay duties or taxes when importing which the customer is responsible for. We unfortunately can not provide assistance with this, because we do not know what the importing fees or laws are in other countries. (For example, the European Union may charge a VAT tax and the United Kingdom and Canada has recently imposed additional importing duties.) We can not reimburse for fees paid upon receipt of your order. This is the nature of international e-commerce.

PO BOXES

Please make sure the PO Box Free Shipping option is selected at checkout. Failure to select this may result in your order not arriving safely to you. If PO Box Free Shipping is not selected by you at checkout, we will not be able to assist with possible delivery issues.

REVISING A RECENTLY PLACED ORDER

We are not able to manually revise an order being fulfilled. This is because our Chicago, Illinois headquarters receives the order, and then automatically passes the order to our Iowa warehouse for pulling, packing, and shipping. The good news is, we can try our best to cancel your order and issue a refund. If you have changes to your order, we instead recommend placing a new order with your changes when you are ready. Make sure to let us know your original order number ASAP so we can try our best to cancel and refund your order before it ships. This process may take a full business day while we reach out to the warehouse with your request, and we will email you a refund confirmation when completed. If your original order does end up shipping, you are welcome to return it following our returns policy with free U.S. shipping and returns. Let us know if you would like us to attempt to cancel your order.

CANCELING YOUR ORDER

If we receive your order cancellation request in time via email or DM, we can try our best to cancel your order. We ask that cancellation requests are sent to us within 24 hours of placing your order.  This is because our Chicago, Illinois headquarters receives your order, and then automatically passes the order to our Iowa warehouse for pulling, packing, and shipping. Canceling an order may take time to coordinate with the warehouse. Due to the nature of ecommerce, not all requests are able to be accommodated. If your original order does end up shipping, you are welcome to return it following our returns policy with free U.S. shipping and returns.

ORDERING SALE ITEMS DISCONTINUED

Sale items being discontinued are not refundable. Each sale item product page has the following notice in red at the top of the page: SALE ITEMS ARE NON-REFUNDABLE AND RETURNS ARE ACCEPTED FOR EXCHANGE OR STORE CREDIT ONLY. If ordering a sale item, please be aware your order is non-refundable. If returning a sale item, we’ll email you a store credit gift card to use at your convenience. No exceptions.

IF YOUR ORDER IS LATE

We ask that you please be patient. Orders will ship as quickly and securely as possible. One of our main concerns is for you to receive your order from us, and we will do our part to make this happen. Feel free to email us if a domestic order has not been delivered since 2 weeks after it has shipped, or an international order has not been delivered since 5 weeks after it has shipped. We will try our best to work with you to locate your package. Please note, there may be delays with USPS international or during covid-19, sales, and holidays.  We can not issue a refund while a package is still in transit.

ORDERS DELIVERED BUT NOT RECEIVED

Having a safe delivery location is the customer’s responsibility. You can follow the tracking updates to know when a package will arrive at your location. After the tracking shows a successful delivery, then we consider an order completed. If a package is missing from your location, we are happy to assist to help locate your order. However, if the missing package is due to an issue at the shipping address or an incorrect address given on the order, we are not able to replace or refund your order. We strongly suggest to use a safe and correct shipping address when placing your order and keep an eye on the tracking for delivery.

MEXICO SHIPPING

We strongly suggest our southern neighbors upgrade to Fedex shipping at checkout. If you select USPS, then the USPS will transfer your package to the Correos de México. Unfortunately, we will not have any additional info related to your order after it ships besides the tracking number we email you. We can not be held responsible for issues with the Correos de México. Fedex shipments inside of Mexico are more reliable than the Correos de México.

AUSTRALIA SHIPPING

All Australian orders ship FedEx. This is the only shipping option offered due to changes from the USPS and Australia.

DECLINED OR FAILED PAYMENTS & ORDERING ISSUES

Your order failed or was declined due to a credit card issue. This usually happens when an incorrect credit card number or billing address is used. Below are steps you can take to complete your order.

 

1. Please make sure your credit card number, expiration date, and security code matches the numbers on your card.

 

2. Make sure the billing address used matches the address on file with your bank, including any apartment number.

 

3. When you attempt checkout again, we recommended to use a different browser (Mozilla Firefox, Google Chrome, private browser, etc) so the system does not remain stuck on your first order attempt.

 

4. We also recommended to try a different device (mobile or computer) so the system does not remain stuck on your first order attempt.

 

5. Feel free to select PayPal (instead of Credit Card) on the checkout page and let PayPal complete your order. You do NOT need a PayPal account to checkout and you can still use your preferred form of payment. Most issues will be resolved with PayPal checkout.

 

6. If you are using a Visa or Mastercard gift card, make sure you first call the phone number on the back to register your card to your billing address.

 

7. If you do not have an order confirmation email with an order number from us, then we do not have your order. Any “pending” activity that may appear on your bank statement is not a successful payment and will disappear shortly.

 

8. Your security is one of our most important goals. If you would like to try to checkout again, please first attempt these troubleshooting ideas. If you are having additional difficulties at checkout, feel free to email us. When all else fails, please consult directly with your bank.

AFTERPAY OR PAYPAL LATER

If you checkout with Afterpay or PayPal Later, please note your payment agreement is with them 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 payments until your return is processed and refunded according to our specified timeline and policy. We will refund your order, and Afterpay or PayPal Later will refund your payment. If you are returning for exchange / store credit, you can also continue your scheduled payments.
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