CUSTOMER SERVICE

 

FAQ

01 Hours of Operation

WHAT ARE CULCHA SHOP'S HOURS OF OPERATION?

Since we're online, we are open 24-hours. Our chat is open between Monday-Friday from 8:30 am- 5 pm EST. Please anticipate a response to a request within 24-hours.

02 Sizing

I DON'T KNOW MY SIZE. HOW CAN I FIGURE IT OUT?

 

Please use this sizing chart to choose the correct size. Each item is made-to-order and therefore, we cannot offer returns or exchanges on items if you choose the wrong size. 

03 Order Fulfillment & Shipping

HOW LONG WILL IT TAKE FOR MY ORDER TO BE PROCESSED/FULFILLED?

Most of our products are made-to-order. Apparel typically takes about 3 to 6 business days to produce. Other products may take longer to produce. For some products, there may be a delay due to an item being out of stock or another reason, and therefore, these products may take longer to produce. Keep in mind that this does not include the shipping/delivery times. 

WHAT IS THE STATUS OF MY ORDER?

You will receive an e-mail once your purchase is complete with your order number. Contact us is for any reason your order does not ship within the shipping window you selected at checkout. You will receive a shipping confirmation with a USPS or UPS tracking code and can track and update shipping preferences on the respective website.

APRIL 2020 UPDATE: THE COVID19 PANDEMIC HAS CAUSED A LOT OF DELAYS IN SHIPPING. PLEASE ADD 1-2 ADDITIONAL DAYS FOR DELIVERY. THANK YOU FOR YOUR PATIENCE DURING THIS TIME.

WHEN WILL I RECEIVE MY ITEM?

After your order has been fulfilled, orders shipped to a U.S. location typically arrive in 7 business days or less. The shipping time for some hats and jewelry may be longer as these items may be shipped from our manufacturers. International shipping can take 1 to 2 weeks. 

DO YOU OFFER EXPEDITED SHIPPING?

Unfortunately, we do not offer expedited shipping at this time.

MY ORDER HAS BEEN SHIPPED, WHY DON'T I SEE THE TRACKING INFO?

It can take up to 48 hours for tracking info to show up in the system. We also use some drop-shipping services for our t-shirt and print items, so even though your item has shipped, tracking information may be slightly delayed.

CAN I CHANGE OR CANCEL AN ORDER THAT HAS ALREADY BEEN SUBMITTED?

We cannot change or cancel orders that have already been sent to production. Contact us if you have any concerns about an order before production, which usually happens within 1-3 days after ordering.

Contact customer service at here or at fortheculcha@gmail.com 

I DIDN'T RECEIVE ALL OF MY ITEMS. WHERE ARE MY OTHER ITEMS?

Your order may contain products that do not ship together. Contact customer service for more information. 

DO YOU SHIP YOUR PRODUCTS INTERNATIONALLY?

Yes, we ship internationally, but please day an additional 5-10 days for processing and shipping.

04 RETURNS & EXCHANGES

Except for the reasons stated below, all sales are final. Please make sure that you double-check your order before you submit it. We do not offer returns or exchanges on items due to incorrect sizing, change of heart on design, color, etc. Please make sure that you use our sizing chart to make sure you choose the correct size. 

You can return an item, within 15 days from receiving the item, if you receive a misprinted/damaged/defective item - including items with faulty printing, tears/holes, and/or a different size from what was ordered.

 

Note that some of the product images in our store may be increased in size for clarity. Also, please note that colors may look different on your actual product than what you see on your computer monitor or mobile phone screen. An item that appears to have a change in the actual design size or color is not considered a misprinted/damaged/defective item.

 

If you received a misprinted/damaged/defective item, contact customer service at fortheculcha@gmail.com to initiate the return process. All items will be replaced with the same item in the same color. No exceptions.

 
 
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© 2020 by CULCHA SHOP. Proudly created by Tamara Kae.