USPS IS EXPERIENCING DELAYS DUE TO COVID-19. DELAYS MAY RANGE FROM 3-10 BUSINESS DAYS.
DOMESTIC US ORDERS
Domestic Shipping Cost
Q: How much is shipping?
A: We charge $6 flat-rate domestic shipping to all US addresses! Domestic US orders over $100 ship free!
Order Status and Shipping Speed
Q: How fast is your shipping?
A: We typically fulfill within 1-3 business days Please note that if you purchased your item during a sale or during the holidays, order processing may take longer, and you can expect to wait an additional 1-2 business days.
Unfortunately once we drop off with USPS, it’s (literally) out of our hands and we cannot reroute or expedite your order. In fact, we’re checking the same tracking system as you are and don’t have access to any additional information. Please contact USPS directly for questions regarding packages in transit (800)275-8777.
If a domestic US package has not arrived after 4 weeks of being shipped, please reach out and we’ll replace the package for you.
Before placing your order, please consider handling time for USPS, weekends, and bank holidays.
No Updated Tracking Information
Q: USPS tracking website indicates the package is still in pre-shipment phase. When is this order going to be shipped?
A: USPS can take some time to scan and process an order before updating the tracking information. In some instances, it can actually be on the way without the tracking information updated. Rest assured it’s with USPS and should be en route shortly!
Q. My package hasn't moved at all. What's going on?
Due to COVID-19, USPS is experiencing massive delays. Once scanned and accepted by USPS, we have no control over the route, time, or status updates of your package. USPS reps will only provide us with the same information show on the same tracking system you are monitoring. For further clarification, please contact USPS at (800) 275-8777.
Missed Expected Delivery Date
Q: USPS tracking website indicates an expected delivery day of Monday, but my package did not arrive on Monday. Where is my package?
A: Due to COVID-19 other operational issues, USPS can often miss the expected delivery day indicated on the tracking page. Don’t be alarmed! This is quite common and your package is still en route. If you have any concerns, we would recommend reaching out directly to the local post office as they’ll have more information than the online tracking website. (800)275-8777
Package Marked Delivered
Q: USPS tracking website indicates the package was delivered, but it’s nowhere to be found! Where is my package?
A: USPS can often mark packages as delivered ahead of time in order to meet delivery targets, even while still in possession of them. It’s very likely to show up within the next few hours or even 1-2 days. If it is a small order, this package will show up as parcel with the rest of your mail.
For packages sent to any countries offering tracking and delivery confirmation, we will not provide a replacement if the package is marked delivered on the tracking website. You can also check with the local post office for a more detailed status (800)275-8777.
Q: My package was returned to you! Can you resend it?
A: Packages returned to us by USPS typically have an insufficient address or unit number. In these instances, we will resend the package at the cost of an additional $6 shipping. Refunds will be issued, minus the shipping cost if desired.
International Shipping Cost
Q: How much does shipping cost?
A: Shipping will be calculated upon checkout.
We do understand that international shipping is expensive, and would recommend a group purchase with a few friends to split the cost of shipping!
Customs Duty Fee
Q: I already paid for shipping. Why do I have to pay my national postal service another customs fee to have my package delivered to me?
A: When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees (e.g. handling fees) by the destination country. This is not assessed by us, and we do not receive a single penny from this! We do recognize that customs fees can sometimes be hefty, but we’re unfortunately unable to waive or affect the amount.
Q: Do you offer tracking for international orders?
A: Partially, in most cases! All of our shipments are tracked via the USPS website, and shipping updates are available while the package is in transit within the USA. For many countries, the shipping updates may stop once the package has cleared US customs. You can read more on destination tracking on USPS International Tracking Eligibility.
As there is no door-to-door tracking, you’ll need to contact the local postal service in your country to handle any customs fees (assessed by your country) and arrange for local delivery.
Q: My package left the US a few days ago, but hasn’t arrived yet and there are no new tracking updates! Where is my package?
A: Typically, your best bet will be to contact the local postal service in your country for more information on your package. In some cases, you’ll be able to use the USPS tracking number in your local post service’s tracking website as well. This would be Canada Post in Canada and Royal Mail in the UK, for example.
In most cases, the package is being held at customs for additional inspection or customs collections. You may need to pay a customs fee in order to be released for local delivery. Please note that this is assessed by your country (and not us!) and we’re unable to waive or reduce this amount.
Q: My package never arrived. Can I get a replacement sent?
A: It depends! We aim to ship everywhere internationally; however, it can become cost-prohibitive considering shipping costs and potential fraud.
For packages sent to any countries offering tracking and delivery confirmation, we will not provide a replacement if the package is marked delivered on the tracking website.
For packages sent to any countries offering tracking and delivery confirmation, we will provide a replacement if the package has not been marked delivered after four weeks.
For packages sent to any countries not offering tracking and delivery confirmation, we unfortunately will not be able to provide a replacement.
If you would like guaranteed shipping, please contact us at email@example.com and we will work out an option with full tracking information via another carrier. Please note that this will be an additional charge.
Q: My package was returned to you! Can you send it again?
A: Packages are typically returned to us by USPS if they are not collected from local customs. In these instances, we will provide a replacement at the cost of shipping. Please make sure to contact your local post service once the package has cleared customs, in order to avoid re-delivery fees.
RETURNS AND EXCHANGES
Domestic Return and Exchange Policy
Strong Strong Supply Co. is committed to 100% customer satisfaction. If you need to consider a refund and return, please consider our policies:
- You may cancel an order any any time prior to shipment
- Funds will be returned to the original payment method
- No refunds or exchanges on used or washed product
- "Last Chance" items are not eligible for refunds or exchanges
Q: What is your return and exchange policy for domestic US orders?
A: For both exchanges and returns, items must be unused/unworn/unwashed, and sent back within 30 days of receipt.
For exchanges on domestic US orders, please place an order for the new items you’d like, and we’ll send you a pre-paid return label to send back the goods to be returned. We’ll process a refund once the returned goods are received. Give us a heads up on both the old and new order number to expedite the refund. You’ll be paying for shipping on the new item, but return shipping is free.
For returns on domestic US orders, please send an email to firstname.lastname@example.org to receive detailed return instructions. You will be responsible for the return shipping, and we’ll process a refund once the returned goods are received.
International Return and Exchange Policy
Q: What is your return and exchange policy for international, non-US orders?
A: We do not accept any returns on international, non-US orders. Please review your order carefully to avoid sizing or incorrect item issues.
Q: How does your apparel fit?
A: Most of our apparel is made by Next Level Apparel or Bella & Canvas. We provide item descriptions, model sizing references, and additional sizing information for each product. The Women’s Fit will fit much smaller and trimmer than the Unisex Fit. If you’re still unsure about sizing, reach out and we can help you figure out the right size.
Q: Are you going to restock _____?
A: It depends! We have a few core equipment products and apparel products that we aim to keep in stock at all times. However, they can sell out during one of our rare sales, but we’ll do our best to get them back in stock ASAP. For most up to date information on current inventory and upcoming launches, be sure to check out our Instagram page.
Newer or limited run items may or may not be restocked depending on the demand. Get them while you can!