Returns and Exchanges
We gladly accept returns for store credit, or exchanges for a different size in the same design. Please contact firstname.lastname@example.org to discuss exchange options, as other sizes may be backordered or out of stock, and we will suggest options for you. Returned items MUST be unwashed, unworn, and free of dirt or cat hair, etc. Please reach out to email@example.com for all return or exchange requests. DO NOT ship your items back without first contacting us. Captain Company is not responsible for lost or stolen items in transit. We suggest tracking be included in all returned shipments.
Sorry about that! We’re only human (or are we monster?). First, contact firstname.lastname@example.org to let us know about the problem. You’ll be issued a return label that will be emailed to you directly from our shipping program. Once the item is confirmed as received by our warehouse in new/undamaged condition (unworn, unwashed, and free of dirt or cat hair, etc), the proper replacement item will be sent to you.
In-stock orders normally ship within 4-6 business days. However, garments are sometimes custom-printed per order and may take up to 2-3 weeks to ship. Please note that if your order contains an item that is a pre-order, the order will ship in its entirety once all items are in stock at our warehouse. The same applies to orders containing custom-printed apparel, meaning all items will ship as soon as the garments are printed.
Our shipping prices are calculated automatically according to actual USPS postage costs (except in the event of a special promotion featuring free or flat-rate shipping). Please note that postage costs, especially for international shipping (our warehouse is in California, US), have recently been raised, so while we would love to offer shipping discounts to our international customers, we are not able to do so at this time. With our new shipping system that calculates costs automatically, hopefully all of our customers — international included — will see shipping charges drop.
Please note that if you have multiple shipping options (i.e. USPS First Class and USPS Priority, or Free Shipping and USPS Priority), selecting Priority mail is not an express shipping method. This is just another type of postage that carries with it a limited amount of insurance, and USPS lists it as delivering in 1-3 business days from when they process it. We do not offer any express shipping methods. If your package is time-sensitive, please include that in the note on your order, and while we will do our best to accommodate shipping it faster, we still cannot guarantee it, and your item may still ship in the timeframe listed above.
Charging Your Card
Your credit card will be charged within 24 hours of placing an order for “In-Stock” merchandise, as per the practice of our e-commerce platform. Charges for pre-orders are processed as soon as an order is listed as “In Stock”. All shipping transit estimates are in business days (Monday-Friday), not calendar days. Weekends and holidays are not considered business days.
If your carrier allows for package tracking, an email with tracking information will be sent to you once your order has been shipped. You can also track your package on your Captain Company account. Some types of packaging are not eligible for tracking; these are determined by the shipping service. Most orders will include tracking.
Unfortunately, we cannot split an order or ship to multiple locations at this time. If you wish to send items to different locations, you must place a separate order for each shipping address.
Wrong Address Entered
Once an order has been placed, you will be unable to manually change the address of your order through the website. If you need to change the address of an order, you must contact email@example.com as quickly as possible, and we will be able to adjust the address of the order if it has not yet shipped. Please note that Captain Company is not responsible for any additional shipping charges that this change of address change may incur.
Where We Ship
We reserve the right to cancel an order at our discretion. Some areas carry a very high fraud rate and have been excluded from our shipping list. Some areas are not serviced by the carriers that we use. This list changes often; you can contact firstname.lastname@example.org to find out if your area is eligible to receive merchandise from Captain Company. Our apologies for the inconvenience.
Customs fees (taxes, duties, processing fees, brokerages fees, etc.) may be required to obtain your order and will be charged upon delivery.
These fees are NOT included in your shipping charge.
We do not issue refunds for customs fees, shipping, or the cost of your order should you refuse to pay the customs fees.
Captain Company is unable to estimate amounts for customs fees, taxes, duties, etc., so please do not ask us to do so — we don't have this information. Please contact your local customs office if you need to know more.
Captain Company takes holiday time twice per year: once at the end of July and once at the end of December. During that time, orders can still be processed on the website, and they will be shipped as soon as the warehouse re-opens. Banners will be posted at the top of the site to notify customers of warehouse holidays.