FAQs

Billing, Cancelations, and Editing Orders

I accidentally purchased the wrong item, what should I do?
We understand mistakes happen! To change the items in your order or make any other edits to your order, contact our customer care team by using the request ticket here.

I incorrectly entered my shipping information what should I do?
To change the items in your order, alter your shipping information, or make any other edits to your order, contact our customer care team by using the request ticket here. Unfortunately, once an item has been shipped we can no longer adjust the order. 

Do I need to create an account to place an order?
No, you do not need to create an account to place an order. Accounts are entirely optional. However, creating an account ensures that you can review past purchases, track your orders, receive product updates, receive quicker check out times, and more.

How do I change the email address for my account?
To change the email address associated with your account, please contact our customer care team by using the request ticket here.

How do I unsubscribe from newsletter updates?
To unsubscribe from newsletter updates, please click "Unsubscribe" link at the bottom of the newsletter. Once you confirm, you automatically be removed from all future email newsletters.

If for some reason you still receive our newsletters or email marketing, please reach out to our customer care team by using the request ticket here. We can then manually remove you from all newsletters and email marketing campaigns.  

Can I get a different size or color then what is offered through the store?
Unfortunately, the only colors and sizes available for specific products are the ones offered through the web-store.

How do I find my correct size?
In most cases, size charts for all products can be found on the individual product page. Once you have selected the product you are interested, look for the "Size Guide" tab. If you are still unsure of what size will fit you best, feel free to reach out to our customer care team by using the request ticket here.

How is sales tax calculated?
Sales tax is calculated based on the tax laws within each state and based on the shipping address provided to us at checkout.

Order Status

Once I place an order when will my account be charged?
Once you place your order, your account will be charged immediately. If you believe there has been a billing error, please contact our customer care team by using the request ticket here. 

How can I cancel my order?
To cancel your order, please contact our customer care team by using the request ticket here. If your order has not shipped, we are able to cancel your order at no cost. Unfortunately, we cannot cancel an existing order once it has already been processed for shipment.

When I add a product to my shopping cart, does it mean that product is available?
Item availability is checked when you complete a purchase and your order is processed. Placing an item in your shopping cart does not ensure that the item is available, nor does it reserve your item. All orders are subject to product availability.

What happens if you run out of stock of an item I have already ordered?
If an item runs out of stock after you have already placed an order, we will contact you as soon as possible to refund the order or exchange the item for another of equal value.

I received a damaged or incorrect order, what should I do?
If you received a damaged or incorrect order, please contact our customer care team by using the request ticket here.

When submitting a request, please include a photo of the damaged/incorrect product and describe the specific flaw. Our customer care team will use this information to quickly resolve your order. This also helps us to prevent similar issues for happening again in the future. 

Keep in mind that we are not responsible for any damage to the merchandise after you have received the order due to wear and use.

Returns and Exchanges

How can I make a return?
Before sending a product back for a return, please contact us by using the request ticket here. 
Once our customer care team determines if your order is eligible for a return, we will provide all of the return shipping information. Products may be returned within 30 calendar days from the purchase date. Products must be returned in their original condition, unused, unaltered, and with all tags attached in its original packaging.

Please note that we do not offer returns for print on demand items.

How can I make an exchange?
Before sending a product back for an exchange, please contact us by using the request ticket here. 
Once we receive your exchange request, we will provide all of the return shipping information. Products may be exchanged within 30 calendar days from the purchase date. Products must be returned in their original condition, unused, unaltered, and with all tags attached in its original packaging.
Please note that we do not offer exchanges for print on demand items.

Who pays for my return or exchange?
If your order is eligible for a return or exchange (see the Return Policy located in the store footer) you will be responsible for covering the cost of return shipping. However, if the item was defective and such defect can be proven or the incorrect item was shipped, then we will provide a free return label.

In order to process a return or exchange, contact us by using the request ticket here.

When will I receive a refund for my returned order?
You will receive a refund for your returned order once the item/s arrive at our facility and have completed the return intake processed. Once we receive your returned item, please allow 3-5 business days for your item to be processed and an extra 2-3 business days for the payment to be refunded to your account.

Shipping Information

How much does shipping cost?
Shipping prices vary based on your location, the items you ordered, and the size of the package(s). Shipping prices also include handling and packaging fees. 
Prior to completing the purchase, your shipping fees will be calculated.

How long will it take for my order to ship?
Due to the current circumstances surrounding COVID-19, shipment times may vary. Additionally, pre-order items or print on demand items may take longer than usual to ship. Pre-order items usually take 4-6 weeks to ship and print on demand items take 3-7 days.  For all other items, orders will ship within 2-3 business days.

For specific questions regarding the status of your order, contact our customer care team by using the request ticket here.

How long will it take for my order to arrive, once it ships?
Due to the current circumstances surrounding COVID-19, shipment times may vary. In most cases, domestic shipments normally arrive within 3-7 business days once shipped. For international shipments, arrival times vary depending on location.

If you select an expedited shipping method at checkout, standard shipping timelines apply. 

For any other questions regarding the status of your order, contact us by using the request ticket here.

I ordered a "pre-order" product. How long will it take for my order to arrive?
Pre-order products are unavailable to ship at the time of purchase. Shipping timelines vary but the time to ship for your specific order will be included in your confirmation email once your order is paid and processed. In most cases, pre-order products will take 4-6 weeks before shipment.

After the pre-order product ships, standard shipping times apply. 

How can I track my order?
You can track your order using the order confirmation email you receive following the completion of your purchase. If you do not receive an order confirmation email, please contact our customer care team by using the request ticket here.

To track your order, locate your order confirmation email and click “View your Order”. If no tracking information is available, your order hasn’t shipped yet.

Additionally, we will send you a follow up email once your order has shipped. This email will include the tracking information for your order. 

It says my order was delivered, but I haven't gotten it yet. What do I do?
Please contact the carrier with any questions regarding missing packages. Oftentimes, there might be a delay or the package was marked as delivered before it was actually delivered. If you still haven’t received your package after consulting with the carrier or the carrier was not able to help you locate your package, please contact us by using the request ticket here.

Do you ship orders internationally?
Yes, we do ship our orders internationally. Certain items may have limited availability based on shipping location.

For specific questions regarding product availability, contact our customer care team by using the request ticket here.

My order is shipping outside of the United States. Do I need to pay custom/import fees to receive my order?
We do not include any import fees in the cost of your order. Paying any customs fees is the sole responsibility of the customer and Mainfactor is not liable for any additional fees that your country may charge when importing your order. For more information, please contact your local post office or customs/import authority.

Further Information

I do not see my question here. Who can I contact?
To contact our customer care team, please submit a request ticket here and a member from our team will be in touch as soon as possible!