ORDERS & SHIPPING
What shipping methods do you offer?
We ship all domestic orders with USPS First Class Mail
International Orders are sent expedited via DHL Express or USPS Priority Mail — prices vary depending on your location
I placed my order already, when will it ship?
Depending on the shipping service you select, your order will usually ship out 3 business days but no later than 9 days. Please allow 2-3 days for processing. The exact time it takes for your order to arrive at its destination will depend on the shipping service you select and the shipping address provided. Once your order has processed you will be sent a shipping confirmation email with your tracking number!
How can I check the status of my order?
If you log into your account you'll be taken to your order history where you can check out the status of your orders. If you haven't created an account, no problem, just send out team an email to email@example.com with your order number and we can look into it for you.
I still haven't received my order, but the tracking shows it was delivered. What do I do?
Send an email to firstname.lastname@example.org with your order number and someone can help look into the details further.
I already placed an order but I made a mistake on my address, what do I do?!
As long as your order hasn't shipped yet, we should be able to update your address for you. Just send us an email to email@example.com with your order number and address update.
Unfortunately we're unable to redirect orders once they have been shipped, you will need to contact the carrier directly.
Can I make a change on a size/style in my order if it hasn't shipped yet?
As long as it's not a final sale item, we can update your order before it's shipped. Send an email to firstname.lastname@example.org with your order number and the updates you're looking for and someone can help you out :)
Are customs fees included in shipping costs?
We do not cover any fees or taxes you may incur or if your product is held in customs.
What do I do if I received a damaged / incorrect item?
Please email email@example.com with your Name, Order #, a description of the issue + pictures (if item is damaged) so we can get you a replacement asap!
What does Pre-Order mean?
Pre-Order means you are buying and reserving your item before it has actually been released. All pieces on "pre-order" are still in production with our factory and will be shipped out as soon as they are completed.
Paying Expedited Shipping on any Pre-Order does not guarantee it will be produced/shipped any faster.
Production time can vary from 8-20 weeks*; we will do our best to give you an accurate estimate of when your items will be ready to ship.
Coulbourne is not held liable for any delays that may occur, but we promise we will do everything we can to get your items to you as fast as possible!
What does Limited mean?
Limited Edition means that we only produce a certain number of each style and we typically won’t be restocking if / when it sells out.
I still have more questions...
For all other questions, please reach out to us through our contact page: http://www.coulbourne.net/pages/contact