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Home Customer Service FAQ

FAQ

PAYMENT

What payment methods do you accept?

We accept PayPal, Visa, MasterCard, American Express and Discover.

When will I be charged?

Initially, your credit card will hold a pending authorization at the time of order submission however your card not be fully charged until your order has shipped. Most orders ship within two days of receiving your order. You will receive a shipping confirmation email once the order has shipped from our warehouse.

How do I redeem my gift card?

Please Contact Customer Service.

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. View Privacy Policy.

SHIPPING

What are your shipping rates?

Please visit our Shipping Page for details.

When will my order ship?

Most orders ship within two days of receiving your order, excluding weekends or holidays. You will receive a shipping confirmation email once the order has shipped from our warehouse.

How can I track my order?

You will receive a shipping confirmation email once the order has shipped from our warehouse. It will contain information to track your order.

What if there’s a problem with my shipment?

Please Contact Customer Service.

How do I cancel an order?

Our system is designed to process and ship orders as quickly as possible. We are not able to modify or cancel an order once it has been placed. Please contact us if you require further assistance.

RETURNS & WARRANTY

What is your return policy?

Unused product may be returned using our free return shipping labels within 15 days of purchase, or 30 days if you have a Silver or Gold Tribe account. Please visit our Returns Page for details.

How do I return an item?

Please visit our Returns Page for instructions.

How do I exchange an item?

Due to high demand, we do not offer merchandise exchanges. If you wish to exchange an item, you will need to return the unwanted item for a full refund. Please visit our Returns Page for instructions. Tip: You'll get the right product fastest and lower the risk of it selling out if you place the second order while returning your first order.

How do I submit a warranty claim?

Warranty claims can be submitted through our Warranty Form.

CUSTOM ORDERS

Can I cancel or return my custom product?

Each custom product is made specifically to your specifications and as a result, your orders can't be modified, cancelled or returned.

With the configurator on the product detail page, you will have a chance to review your design choices in a 360° viewer and make changes before you add to cart. This is very important because a customized products cannot be returned and your purchase is non-refundable. Please ensure you are happy with your custom product before you proceed to purchase.

If you feel the product was made incorrectly. Please contact customer service for information regarding a defective product.

How long will it take to receive my custom product?

Please allow approximately four to five weeks to receive your custom product. You will receive an order confirmation email within 24 hours of completing your purchase. Approximately 4 weeks after your custom product is made and leaves our California warehouse, you will receive a shipping confirmation email. All custom orders are shipped via UPS Ground. Shipping rates are provided during the checkout process.

If you purchased other products with your custom product, you will not receive your shipping confirmation email until your custom product has been shipped.

Custom products can only be shipped within the United States and Canada. Custom products cannot be shipped to PO boxes or APO/FPO addresses.

When will I get charged for my custom product?

Your credit card will be charged immediately upon placing your custom order.

BRO FORM

How do I use my Bro Form card?

We’ve recently made things easier for you!  If you are trying to redeem a Bro Form card you received before December 2018, go to the Broform site and enter your 7 digit code. PINs, which may appear on your card, are no longer required. If you need help with your card, please Contact Customer Service.

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