Frequently Asked Questions
Ordering
If you have placed an order, and you would like to
- Cancel the order
- Add or remove items
- Change the shipping address
Please contact our support team within 30 minutes of placing your order.
To ensure the best service, please send the message with the subject “Change or cancel order” and include your order number (#PP2222, for example) in the body of your message along with any additional required information to make the adjustment (I.E. The updated shipping address or the items and sizes you would like to change).
Cancellations and order modifications are not guaranteed and can only be made during business hours (Mon - Fri from 9AM to 5PM PST).
Upon placing your order, it may take our shipping facility 24-72 hours to process, pack, and ship your order. During the holiday season, we may experience a delay of up to an additional 72 hours for processing.
For standard shipping, items should arrive to your shipping address within 5-7 business days.
All deliveries will include a packing slip that omits the price of each product, along with instructions on returns & exchanges; so no separate gift receipt is needed.
Unfortunately, at this time, we cannot include gift messages with orders, so please let the recipient know to expect a delivery from us.
Because we donate a portion of proceeds to park conservancies, we rarely offer coupons or discounts due to the nature of our business. However, we occasionally offer free shipping for first-time customers.
If you would like to place a bulk order (for corporate events, conferences, weddings, etc), please contact us and we’ll assist you with with pricing.
Typically this happens due to a typo in your email address; but occasionally, if your payment fails to process, we will not receive the order in our system. If you haven’t received an order confirmation, please contact us with the name associated with your order, and our support team will help you.
Returns & Exchanges
If you need to return something you purchased, please go to our return portal to start the process. You will need the order number (you can find this on your order confirmation email. It begins with “#PP”) and the shipping zip code on the order.
Once you submit your return/exchange request through our returns portal, you will be able to download a shipping label.
Exchanges on domestic orders are free, but we do charge a $9.00 return handling fee for orders that are returned for a refund. This $9.00 is deducted from the refund amount.
If you order was a gift, please contact us to initiate a return.
We want you to have the best experience possible when shopping with us. You have 30 days to initiate a return. Items that are returned must be unworn with hangtags still included.
Posters cannot be returned or exchanged. Please ensure that you double check the size before you place your order.
Sale and Vintage Shop items are final and are not eligible for returns or exchanges.
Exchanges on domestic orders are free, but we do charge a $9.00 return handling fee for orders that are returned for a refund. This $9.00 is deducted from the refund amount.
Please note: Orders placed between November 1 and December 31 are eligible for return through January 31 of the following year.
You sure can! To return or exchange a gifted item, please follow these instructions:
1.) Visit our Returns Portal HERE.
2.) Click the box below "Returning or exchanging a gift?"
3.) If you have the order number and shipping zip code, enter it into the form. If you do not have this information, click "Don't have order information?" and fill out the form that appears. This will be sent to a customer service representative who will help you find the information you need submit an exchange.
4.) Once you enter your order number and zip code successfully, click through the returns process to update your shipping address and select the items you would like to exchange/return.
5.) Pack up your package and ship back from your local post office using the provided shipping label.
Please Note:
- Gifts can only be returned for store credit, no cash refunds will be provided.
- Exchanging for a different product? You will need to exchange for store credit and then make a new purchase on the site.
- After the first exchange, the second exchange option is only a gift card.
We try to issue refunds as quickly as possible! Once we receive the return package and inspect the item(s), we will issue your refund. Under normal conditions, this process typically takes 10-18 days from the time you send it back. During the holiday season, please allow up to an additional 10-20 days.
Once your refund is issued, you will receive an email notification. Please note that it can take 5-7 business days for your bank to reflect the transaction.
Sale and Vintage Shop items are final and are not eligible for returns or exchanges.
We are unable to retroactively apply discounts to previous orders.
Shipping
Once your order is shipped, you will receive an email notification with the tracking info for your delivery.
You may also find tracking information in the Order History section of your account.
PRE-SHIPMENT
Is your order stuck in pre-shipment?
Unfortunately, recent stress on the postal service has caused delays within the US Postal Service. Pre-shipment means that your order is out of our warehouse and is in USPS’s possession—from here, any inquiries you might have about your package, including address adjustments, should be made to USPS directly.
That said, we know this situation is frustrating—if it has been 8 days and your delivery is still in pre-shipment, please reach out to us and we’ll figure out what we can do to help where we can. We apologize for any delays and appreciate your patience!
IN-TRANSIT
Your order is making its way to you! If you notice no updates to your tracking information after 8 days please reach out to us an we’ll work on a solution for you. We apologize for any delays and appreciate your patience!
MARKED AS DELIVERED BUT ISN’T
Occasionally, a carrier will mark your package as delivered before it’s been physically dropped off. Please be sure to check your front/side/back doors, garage area, mailbox, bushes or any other place where your package may be hiding. Also, please ask your neighbors if they may have received it for you or if the carrier accidentally delivered it to them.
Typically, packages do turn up after being marked as delivered. If it’s still missing 3 business days from the day it’s marked as delivered, please contact us.
Within the US, we ship with USPS or FedEx.
For international orders, we use FedEx or DHL.
If you have any special shipping requests, please contact us before placing your order OR within 30 minutes of placing it. We will try our best to accommodate you.
We ship to many countries all over the world. If you’ve purchased from a US-based online retailer before, it’s likely that we can ship to your country. Shipping costs for international orders is between $25-$50, depending on your location.
Free shipping promos cannot be applied to international shipments.
Transit times vary from country to country, but please allow us additional time for international orders. Typically, international orders arrive within 2-3 weeks but may take considerably longer.
It’s no fun, but sometimes this happens. Occasionally a carrier will mark your package as delivered before it’s been physically dropped off.
Please be sure to check your front/side/back doors, garage area, mailbox, bushes or any other place where your package may be hiding. Also, please ask your neighbors if they may have received it for you or if the carrier accidentally delivered it to them.
Typically, packages turn up within 3 days. If it’s still missing after 3 days, please contact us.
Product
Please see the sizing tab at the bottom of each product page.
In the case where a size chart isn’t available and you’re still unsure, please contact us.
Yep! On the product page, you will see a link that says “Email me when available.” If you sign up, we’ll send you an email as soon as the product is back in stock.
We go beyond a donation percentage and actually partner directly with over 45 Park Conservancies across the USA to fund and facilitate the most important projects in parks that are in need of immediate attention.
By contributing directly to conservancies, we know exactly where our contributions are being spent and we can track our progress in the parks. This contrasts the traditional percentage model where a chunk of the donation is eaten up on administrative fees and donations are pooled and divided without knowing exactly where the money is going. See how we work.
