faq

FAQ

  

Merchandise

  

Will this sold out item come back in stock?

If and when an item is restocked depends on the item and the creator. Please sign up for the newsletter to hear about our restocks.

 

Ordering

 

Can I buy in a currency other than USD?

Yes! PayPal, banks, and credit card companies do all the converting. However, please be aware that you may be charged a currency exchange fee, depending on the policies of your financial institution.

 

What payment methods do you accept?

We accept payments from debit cards, major credit cards, PayPal, Google Pay, and Apple Pay. We cannot process atm cards, money orders, purchase orders, orders placed over the phone, or cash transactions.

 

Returns, Refunds, and Replacements   

 

What is your refund / return policy?

We cannot accept refunds, returns or exchanges for orders that have been shipped unless the product arrives damaged or incorrect.
If there is an issue with your order, please contact us as soon as possible and we'll respond with the next steps to resolve the issue.

Orders are eligible for refunds and replacements within 6 months from the order date. After 6 months, the order is locked and archived in our system and is no longer eligible for a refund or a replacement.

Digital items and shipping fees are non-refundable.  

 

I need to cancel my order!

As long as the order has not yet shipped, we can cancel an order for a full refund. Contact us with the order number (or reply to your order confirmation email) as soon as you decide to cancel your order! 

 

An item is missing in my order!

Contact us and we can help you out! In your message, please include the original order number, and let us know exactly which item is missing from the package.

 

I received the wrong thing in my package.

Contact us as soon as you notice the wrong item. In your message, please let us know your order number, what item you expected to receive, and describe or send pictures of the wrong item you did receive (this info will help us help you much faster!).  

 

My order shipped but never showed up.

If your order is taking too long to arrive, don't worry! Our replacement policy covers lost packages up to 6 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address confirmed so we know there were no issues in the address that would cause the package to be returned or mis-delivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid. 

For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days. We can issue a replacement or a refund (minus shipping fees) if the tracking for the package has either stalled for 10 consecutive business days, or shows "delivered" but is not found in/on/near the mailbox or door within 3 business days of the delivered date.

For orders shipping outside of the United States, the delivery estimate is 2-6 weeks. This can depend on the total shipping distance (from Montana, USA) and the customs regulations/procedures in the destination country. We can issue a replacement if you have not received the package after 6 weeks.

If you think your order may have been lost in transit, contact us and we’ll be happy to help!

 

Shipping

 

  I need to change my shipping address.

If your order has not yet shipped, contact us with your order number and correct shipping address as soon as possible.

We are not able to update shipping information or reroute packages that have already shipped. If your order was already shipped to an incorrect address, we can process a reshipment to a new address for a second shipping fee.

 

Do you ship to my country / school / small town / etc?

If you have an address able to receive mail/packages shipped from the United States, we can ship your order to you!**

**Unfortunately, we are unable to ship orders to the following US Territories: American Samoa, Micronesia, Marshall Islands, Northern Marshall Islands, and Palau. 

 

Can you ship to my address if it's written in a language other than English?

We’re not able to print shipping labels with non-English characters and our system may also have trouble with accented characters. We recommend entering your shipping address pre-translated, or send us the translation so we can make sure it is as accurate as possible.

 

How much does shipping cost?

Shipping costs are determined by the size of your order and the distance to the destination.

To calculate shipping, add the items to your cart and enter an address - our system will do the rest!

  

Can you split my order into multiple shipments? Can you ship my pre-order item separately from the rest of my order?

We are unable to ship partial orders. Any orders containing a pre-ordered item will ship once all the items in the order are ready to ship.

 

When will my order be packed and shipped?

Generally, it takes about 3-5 business days for us to pack and ship an item - refer to your order confirmation for the most accurate timelines. Orders placed near the end of the week or during the weekend may ship early the following week. You’ll receive a shipping confirmation as soon as your order is shipped.

We ship orders every afternoon, Monday through Friday, excluding U.S. holidays.  If your order contains any pre-order or backorder items, your order will ship once all the items are ready to ship.

 

How long will my order take to get to me once it's shipped?

For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days once your order has been shipped.

For orders shipping outside of the United States, the delivery estimate is 2-6 weeks once your order has left our warehouse. This can depend on the total shipping distance (from Montana, USA) and the customs regulations/procedures in the destination country. 

 

Is expedited shipping available?

Yes. If expedited shipping is available for your order, you'll see the option at checkout.  

Orders placed before 3 p.m. EST (Monday through Friday) will ship the same day. Orders placed on the weekend, on a holiday, or a weekday after 3 p.m. EST will ship the following business day.

 

Will I have to pay customs / import taxes or additional fees when my order arrives?

If your order is being shipped outside of the U.S., you may be charged additional import fees and customs when your order arrives. We recommend being aware of the import/customs regulations in your country before placing your order. Please note that some carriers may charge an additional handling fee for processing tax payments at the time of pick-up or delivery. When we list the value on customs forms, we do not include shipping costs, only the cost of the actual item.  We are not able to reimburse for customs fees, import taxes or additional handling fees that carriers may require at the time of delivery/pick-up.

 

I am sending my order as a gift to an address outside the US. Can you mark the order as a gift to waive customs fees?

We are unable to ship your order as a gift with a value of $0 reported on the customs paperwork - even if you are intending to give the item(s) as a gift to someone else. We must adhere to customs laws and fill out each customs form completely and correctly. If we do not properly fill out these forms, the shipment may be returned to us and/or we may be prohibited from shipping to that country.  

 

Tracking

Is tracking available for my order?

For all orders shipping within the U.S., there will be tracking available for your order. When your order ships, you will receive a notification email with a tracking number that can be used to check updates.

Once your order is marked as “delivered” on that page, it may take an additional 2-3 business days for the parcel to be delivered.  

If your order is shipping outside of the U.S., tracking updates may stop once the order either leaves the US or arrives in the destination country. Once the package arrives in the destination country, it should arrive in about 2-4 weeks.   

 

Why doesn't my tracking number work?

Tracking numbers are only available for domestic customers and some other countries. Many international orders may only have tracking up until the order leaves the U.S.

Tracking information is typically only viewable in the first 120 days after an order has shipped. For orders shipping out of the US, the tracking info for your order may only show tracking updates until your order leaves the US or arrives in the destination country. Once your order reaches that point, we estimate that it should take another 2-4 weeks for final delivery.

If you’re not seeing any tracking updates for your order, we recommend checking any alternate tracking numbers listed on the shipment details of the tracking page. Sometimes, 3rd party tracking websites can pull more information for an order.  If you think your order might be lost, check out the Returns, Refunds, and Replacements section of this FAQ.  

 

I never got a shipping confirmation / tracking number.

If you don’t see a shipping confirmation email, check your spam folder - these emails sometimes get caught there. You can add hello@dftba.com to your address book or email contact list to prevent this in the future.

Take a moment to check if you have any pre-order or backorder items in your order - the product pages for these items will show the estimated date they will ship. 

Contact us and we’ll be happy to help! : )