Frequently Asked Questions

Below you can find a list of the most common questions our customers ask before and after the purchase.

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Can I make changes to an order?

When an order is still in Ordered or Processing status (usually within the first 24 hours or less):

We can change

  • Product Size
  • Product Variant
  • Shipping Address

We cannot change

  • Different product
  • Increase/decrease the quantity of a product

Return Policy

We will accept returns of unworn clothing items with original tags and clear garment packaging with SKU label. We do not accept exchanges of any kind.

Return requests must be initiated within 7 days (the first day of the return window starts the day tracking shows delivered status) of receiving all items in the order and shipped back to us within 7 days of submission to qualify for a full refund.

If it is a split package order, it will start from the time of the final package delivery date and time.

  • Orders returned without meeting the above criteria are subject to a 20% restocking fee or we may decline the entire return.
  • Shipping and handling charges are non-refundable. 
  • Return shipping is the customer's responsibility unless it was a shipping error or a damaged item. 
  • Please allow me  5 - 7 business days from the day we receive the returned package to process.
  • We will email you after the return has been processed to confirm what has been done.

 

To initiate a return, please use the contact us box on the bottom of this page.

Return Processing Time

Processing time is 5 - 7 business days after we receive the return.

To help expedite the processing of returns, please follow these instructions:

  1. Return auth number must be included with the return.
  2. All items returned must be new, unworn, and in original clear garment bag with SKU sticker and tags.
  3. Send return back within 7 business days of this submission to:

Returns Department  

4. Please note, that the return may be subject to a 20% restocking fee or declined if the above criteria are not met.

Once a return is processed, We will reach out via email to confirm.

Order Cancellation Policy

An order cannot be canceled if it's already in processing status or shipped.

An order can usually be canceled within 24 hours of purchase, but it is not guaranteed. If an order can be canceled, you will see a "Cancel Order" button available.

If you do not see the "Cancel Order" button, your order is already being processed. Please note the warehouse works as quickly as possible to get you your items, so the grace period is brief.

We recommend you align your cancellation policy with ours and advise your customer to initiate a return for any unwanted items once they receive their package within 7 business days.

Please find the Return Policy here.

Shipping Information

Shipping

Shipping Destinations

We are currently shipping to:

  • Customers within the United States and U.S. territories
  • Including P.O. Boxes. 
  • All US Military bases, APO/FPO
  • Puerto Rico, Guam, and U.S. Virgin Islands.

We do not ship to customers outside the United States at this time.

Shipping speed is one of our top priorities and therefore, we will only officially expand shipping to other regions besides the United States when we can guarantee the shipping time. 

*Some US products may have a 4-7 business day shipping time. If you have other US products with 2-5 business days shipping time in the same order, it will adhere to the 4-7 business days, even with expedited or overnight shipping. We suggest placing separate orders if you need the 2-5 business days products expedited or overnighted.

**Expedited and Overnight shipping only applies to the actual shipping portion of the order, it does not expedite the processing time of orders.

***You will be able to choose the method of shipping when purchasing samples in the app during checkout.

*The estimated shipping time will show for each shipping method, please take into consideration for both US and overseas products.

Shipping Method will be shown in each order detail page below order number

Openpack Wholesale Shipping Costs

Starting at $19 per wholesale order, shipping costs will be based on order size and weight. As your order volume increases, the cost per unit shipping will be cheaper.

Total shipping cost will be shown at checkout before payment confirmation:

Shipping Times

We are a cross-border company with warehouses in both the U.S. and overseas.

On the individual product detail page, you will see the estimated shipping time and origin for each product.

You can also use the "Ships From" filter in each product category page to select specific warehouses.

Standard dropshipping times:

US products: 2 - 5 business days*
Overseas products: 5 -10 business days* 

Openpack wholesale shipping times:

5 -10 business days*

Wholesale preorder shipping times:

5 -10 business days*

Orders that contain 15 or more overseas products (all have to be the same shipping timeframe) will be shipped directly to you or your customer, which can cut down shipping time by 2 - 3 business days. 

Didn't find what you were looking for or need to start a return? Feel free to contact us at any time!