FAQs


RETURNS/REFUNDS/EXCHANGES

Delivery

When will I get my order? Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

  • USA: 3–4 business days
  • Europe: 6–8 business days
  • Australia: 2–14 business days
  • Japan: 4–8 business days
  • International: 10–20 business days

 [Covid-19] When will I get my order?

Our fulfillment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. It's difficult to predict the shipping times. You can follow our product manufacturing times and add an additional time for shipping on top of them:

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide!

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do? Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address
  • Ask your local post office if they have your package
  • Stop by your neighbors in case the courier left the package with them If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [insert your support email here] with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Orders

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

Our products are created on demand. We do this so we do not create unnecessary products, which could go unused and harm the environment. In fact, a family in the Western world throws away an average of 30 kg of clothing each year. Only 15% is recycled or donated, and the rest goes directly to the landfill or is incinerated.

Creating our products on demand also helps us save on costs, which are passed on to our customers. Because of this, shipment times will take longer than shipment times from other larger, online retailers.

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at agapecitizens@gmail.com

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at agapecitizens@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Returns

If you are looking to return or exchange or order for whatever reason, we’re here to help! We offer free returns or exchanges within 30 days of the orders shipment date to be issued a full refund to the original form of payment. Please note the following exceptions to our return and refund policy:

  • Items on sale are final and cannot be returned or exchanged
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase.

 If your product arrives damaged or is defective, send a photo of the damaged goods to agapecitizens@gmail.com, then we’ll gladly send a replacement at no cost to you.

Any claims for misprinted/damaged/defective items must be submitted within 30 days of the order shipment date. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at agapecitizens@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.

Exchanges

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at agapecitizens@gmail.com within a week after receiving your order. Include your order number.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at agapecitizens@gmail.com and send your item to: 11025 Westlake Drive, Charlotte, NC 28273

 

Are your clothes men's or women's sizing?

All Agape Citizens shirts and hoodies are unisex sizings.