I’m looking at a product but it says “COMING SOON” or “PREORDER”. What does this mean?
Items listed as “coming soon” are currently on backorder. If these items are regular items (t-shirts, joggers, hoodies, etc.) they are typically restocked within one week of going out of stock. If you would like to be alerted when this item becomes available, you may sign up for email notifications on the product page. Be sure to select the size you wish to be notified about as well.
Items listed as “pre-order” are items that are not yet released but are available for purchase. These items will have an approximate ship date listed on the product page, so please note that date before purchase. This means, pre-order items will take some time to ship and when they do begin shipment they will go out in the order they were received. PLEASE NOTE: If you purchase the item right before the approximate ship dates (for example, the week of or night before), this does not mean your item will go out on that date. Your order will be sent in the order it was received, so please allow ample time for this pre-order item.
When I proceed to check out, I get an error message that my zip code does not match my billing address.
Often, we see zip codes not matching the address in cases of customers who have recently moved. We suggest using your old zip code in these cases, as that has seemed to work in the past. In all other cases, you should contact your bank or credit card company to address this concern.
I placed an order, but never received a confirmation email or order number and the money was taken out of my account. Did my order go through?
After you place your order, you will always receive an email or text confirmation that contains an order number. If you did not receive any notice about your order, that usually means the order did not go through for one reason or another. The funds that were taken out of your account are only pending at that point and will be returned to your bank within a few business days. CONTACT CUSTOMER SUPPORT For any further concerns, we suggest contact your bank or credit card company for reassurance. INCORRECT EMAIL
HELP! I ordered the wrong size/color. How do I change it?
Changes to orders can be made up to 24 hours after the order is made. The sooner you realize, the better our team will be able to assist you. Please email email@example.com with your order number and what product you will be needing to change. PLEASE NOTE: All changes that are made after the order is confirmed need to be made by our team on the physical copy of the order form. Therefore, you will not see the changes made in your account with us, rather a note will be made for our packing team to make them aware of your change.
My shipping address is wrong, can I change it?
Changes to addresses can be made prior to a shipping label being created by emailing Customer Support at firstname.lastname@example.org and providing them right away with your order number and what changes need to be made to the shipping address. If you notice that your shipping address is incorrect after a shipping label has already been made, no changes can be made at this time by Freedom Industries. In order to correct this error, you will need to contact USPS to see if they are able to forward the package to the address you need it sent to.
I just placed my order, but I need to cancel. How can I do that?
Order cancellation is possibly within the first 24 hours of placing your order. Any requests after that will not be approved, unless it is approved by management. PLEASE NOTE: All cancelled orders may be subject to a restocking fee.
I sent an email earlier and haven’t hear anything. Do I send another?
Our Customer Support department works hard to answer all emails. Often, we are bombarded with emails so we ask you allow 24-48 hours to receive a response to your email. Rest assured you will be receiving a response.
I placed my order; how long does it take to get to me?
I got a tracking number, but it hasn’t updated. Is my package lost?
Currently, we are experiencing higher than usual demand and in order to make the shipping process easiest for our shipping department, we print out shipping labels in bulk. This means, you may receive a tracking number up to a week before any movement is shown on it. We ask that you please allow 5 business days to see movement once a tracking number has been issued.
My tracking number says it was delivered, but I didn’t receive anything. What do I do?
We suggest that first you check with your surrounding neighbors to make sure your package was not misdelivered to the wrong address on your street. If that is not the case, sometimes USPS updates their delivery system before delivery has been made. It might be best to wait up to 24 hours for your delivery. If you still have not received the package after that period, you will first need to contact USPS to file a missing package claim. USPS handles all shipping and delivery from Freedom Industries and therefore they will have a little but more information in that department. PLEASE NOTE: All lost delivery claims must be made within 14 days of delivery.
I just received my item, but there is a defect! What now?
Freedom Industries guarantees quality products that are free from manufacturing defects. In the rare case that an item may be delivered to you that is not up to our standards as well as yours, please email Customer Support at email@example.com and we will work with you to make the situation right. PLEASE NOTE: All inquiries of defective products must be made within one week (7 days) of delivery.
I just received my order, but one of the items I requested is not the right size/color/item I ordered. What now?
Freedom Industries guarantees your order be sent to you in its entirety, including the correct items, sizes, and styles purchased. In the rare case that an item was shipped incorrectly, please email Customer Support at firstname.lastname@example.org and we will work with you to make the situation right.
I just checked my tracking number but it says it was returned to sender. Why?
USPS may deem a package undeliverable if your address is wrong in anyway. Please be sure to check the address you provided and notify our Customer Support department by emailing us at email@example.com. PLEASE NOTE: If we receive your package back and you have not yet emailed us, we will email you asking to verify your address with us. We will hold items for up to 2 weeks before the order is restocked and you will be charged a restocking fee.
I received my order but one (or some) of my items are missing! What happened?
Typically, this means one of two things:
- If your item is on backorder, you will receive a backorder notification in the form of a letter in your package. If you did not receive this, another way to tell if an item is on backorder is if your invoice was not included in your shipment. In cases, such as this, no need to worry! Our team is aware of your backorder and we do restock rather quickly so we will send out the item as soon as it becomes available. Should you not want to wait for the original item, you may email Customer Support at firstname.lastname@example.org to request another item in replacement.
- Your order was too large to send in one of our normal shipping package, so it was split up into multiple shipments. If this is the case, you will receive an email(s) from us with another tracking number(s). PLEASE NOTE: One tracking number may show movement before the other and shipments may come at different times. We ask that you keep an eye on all tracking numbers that we send over.
My item doesn’t fit. How do I exchange?
We accept all exchanges within 30 days of their delivery date as long as they are unworn, unwashed, and still have the original tags and/or bags as well as a reprinted copy of your invoice. You may follow the link below to file an exchange at which point you will need your order number and email address that was used to place the order to file a return request.
If you are looking to exchange for a different style or product and choose that option, please be sure to specify what item you would like to exchange for in the notes section. This will prevent your return request from being denied and keep the exchange process moving smoothly. If your request is denied, our team will specify a reason for denial and you may email Customer Support with a response, if needed, at email@example.com.
When that exchange request is approved, you will be sent over a prepaid return label. Typically, we can hold requested items for us to 3 weeks before they are to be restocked, so if you return your item after that period, there is a chance the item you need may be out of stock or backordered. In these cases, Customer Support will email you to inform you of the situation and we will work toward a solution. PLEASE NOTE: If the item comes back to us clearly worn, used, or washed we reserve the right to refuse an exchange or request for store credit. In these cases, we will send you an email to inform you of the situation and we will send the item back to you.
I sent back my returned item, when will I receive my new item?
Returns typically take bout 4-5 business days to process and be sent back out. This timeline may change during peak times, such as holidays. You will receive an email with a tracking number as soon as your new item is on its way. PLEASE NOTE: If the item comes back to us clearly worn, used, or washed we reserve the right to refuse an exchange or request for store credit. In these cases, we will send you an email to inform you of the situation and we will send the item back to you.
There are some cases, where an item is on backorder and the turn around time for the return may be a little longer. If you feel your return is taking too long, please contact Customer Support by emailing firstname.lastname@example.org.
I sent back a return and received a notification that my new item was on the way, but the email says the same item I returned is coming back to me?
Our returns department takes note of all requested return items. When they process your return, what you requested is already known. The shipping confirmation email that you receive will contain the original order information, rather than the item that is being sent to you. So no worries, we know this can be confusing but the item you requested will be on the way.
I don’t want to exchange, I want a refund!
We allow for refunds through the same process as exchanges. We accept refund requests within 30 days of delivery as long as the item is unworn, unwashed and has all original tags and/or packaging present as well as a reprinted copy of your invoice. We ask that you use the link below to file a refund request by selecting the option for refund. Once this is approved, we will send you a prepaid return label and when the item comes back to us, we will issue that refund upon inspection of the item. Refund requests will be charged a restocking fee that will be deducted from the refunded amount. You will receive an email confirming the refund from Freedom Industries but the funds may take approximately 5 business days to clear, depending on your bank. PLEASE NOTE: If the item comes back to us clearly worn, used, or washed we reserve the right to refuse a refund. In these cases, we will send an email to inform you of the situation and we will send the item back to you.
I was issued a refund, but I did not get the full amount of my purchase back!
For refund requests, we do charge a restocking fee that is deducted from the total amount. We also do not refund for the original shipping cost, should that apply to your order. Your refunded amount consists of the subtotal on your order.
If a question you have is not addressed here, please feel free to contact our Customer Support department by emailing email@example.com