Please refer to the following for all questions and/or concerns regarding our shipment policies and methods. Please e-mail firstname.lastname@example.org for any additional questions.
How do you ship and what do you charge?
We exclusively use the United States Postal Service. This service is fast, accurate and affordable. We DO NOT charge for handling. Your shipping cost is your postage cost. If you need exact shipping costs for your order, just load up your cart and check out. We’ll tell you in advance exactly how much it will run.
Do you ship internationally?
Yes. We offer both USPS Priority International and USPS First Class mail for international shipments. Please note that Duty may be applied to your package. Any and all Duty fees are the responsibility of the buyer. Please check with your local postal authority for more details on Duty.
What is the difference between USPS Priority International and First Class International?
USPS Priority International is a faster service. Some countries also offer insurance and detailed tracking via this service. Please check with your local postal authority in advance of selecting a method to see whether your product qualifies for advance tracking and insurance, as not all countries offer this service. Project X is not responsible for lost or mishandled first class mail packages. Please consider this carefully when selecting your shipping method as this also extends to countries which handle USPS Priority Mail as First Class Mail.
How long do international packages take to arrive?
International packages generally take 12-15 business days to arrive via USPS Priority and more than 20 business days with First Class Mail. Shipments to Canada generally arrive sooner. Customs can have a very large impact on the speed of shipments. Project X only ships using 100% accurate customs details. Duty may apply in your country and such fees are to be paid by the recipient of the package. Should a package be detained at customs, neither Project X or the Postal Carrier will be provided any notification or explanation as to why. Project X cannot assist with items delayed at customs. Please understand, this is not due to any lack of effort on our part, rather the customs procedures of each individual country.
Do you ship internationally or to an APO?
Yes. APO shipments are treated just the same as a domestic product with respect to service and fees.
The tracking says my order arrived, but I didn’t get the package. Now what?
Sometimes the Postal Service will reject certain delivery addresses and return the package back to Project X. When that occurs, we’ll get in touch with you. During holidays, severe weather or other extra busy times, USPS tracking may be off by a day or two. Project X is not responsible for mail theft or otherwise missing orders which we have correctly processed.
No claim can be filed on an international order for 30 days. Packages sent via first class mail have zero tracking or insurance. Please take this into consideration when shipping via First Class Mail as Project X can not resend or refund packages that do not arrive via First Class Mail.
I was sent the wrong item. What happened?
First, please accept our apologies. This rarely occurs but everyone makes a mistake from time to time. When we’re at fault on a mistaken order, we’ll make it up to you. We take customer service very seriously, and we will ensure that you will have a positive buying experience with Project X, even when (or especially when) you have an issue with your order. The resolution will vary depending on your specific situation. Please e-mail email@example.com to have your issue addressed. Sending a picture of the item is always appreciated and may expedite your resolution.
What type of warranty is included with my purchase?
We invest a great amount of time and effort into the garments we select for use with our products. We want customers who purchase online to have every confidence in buying and inspect all items multiple times during production. If you receive an item that appears to be defective, please e-mail firstname.lastname@example.org for assistance. Project X warranties all items to be free of defect for 10 calendar days after receipt, unless laundered.
How should I wash/care for my Project X purchases?
All Project X items should be washed on cold and hung dry (excludes headwear). This will ensure the products retain their moisture wicking capabilities, bright colors and sizing. Using hot water or a dryer can affect these aspects and thus degrade the life span of your purchase.
Do you offer refunds?
Project X does not offer refunds on goods purchased. We are very interested to hear from customers who have questions about their purchase. Please e-mail email@example.com with questions or concerns on your purchase and we can discuss a potential solution based on your specific situation. Buyer pays all return shipping fees. Before purchasing, please check size charts for detailed measurements or e-mail service for further clarification.