Frequently Asked Questions

FAQ

Hey, I emailed you guys; when will I hear back?

Please allow at least 48 business hours for responses regarding order status, tracking, or general inquiries.  If your email regards an order, please be sure to include the following information:  Date ordered; order number; name; address & email used for your order.  If any of this information is missing, it will delay our response to you...

Please note our hours of operation are Monday - Friday, 10 am - 6 pm EST

What's up with my order?  Has it shipped yet?

We TRY to ship all orders within 48 hours of receiving them.  Weekends, holidays and high volume online traffic may delay this slightly.  Depending on location, orders tend to arrive 2-3 business days after the package has been scanned by the mail carrier. However, we kindly ask that U.S. customers allow at least 5-7 business days for delivery and that International customers allow at least 7-10 business days for delivery, after processing. If your shipping address and billing address DO NOT MATCH this makes your order subject to holds in order to confirm the order is legitimate.  International customers please also consider custom holds may delay your delivery.  Please note; All sale/discount items can not be returned for a refund! 

This Hoodie is dope but I ordered the wrong size.  How do returns work?

Return & exchange requests will be honored within 7 business days from when your shipment is received.  However, we require that customers notify UGLY OWL NYC (THEUGLYOWLSTAFF@GMAIL.COM) of any problems with merchandise within 48 hours of receipt.  Items must have their original packaging and in new unworn condition. You will need to ship the item back to us after getting the approval from an online staff member. Refunds are not available for any product after the 7 business days.  All sale/discount items CANNOT be returned for a refund or exchange unless the product is faulty or damaged. Exchanged items are NOT guaranteed to be in stock and customers may have to receive store credit if items are out of stock. Store credit only unless otherwise noted!

How do I know my product is on its way to me?

Tracking numbers are emailed to the email account you used when ordering from our online store. You will receive an e-mail with your tracking number once your package has shipped. Please keep in mind the tracking number you receive will not show the location of the pacakge until it is SCANNED in by the mail carrier service (USPS,UPS,etc). 

When receiving a tracking number please allow 24 hours for the tracking number to be scanned in by the mail carrier.

If you receive a tracking number that shows it was shipped a year ago DO NOT PANIC. UPS and USPS re-use tracking numbers. Once, the package is scanned it will show the new location.
All international orders take a week up to two weeks if not longer depending on customs and the region you live in within your country to arrive.
Keep in mind that if you place an order and it says "2 day shipping" or "3 day shipping" this is not a guarantee only an estimate offered by the carrier service. Primarily USPS will say a package takes 2-3 days to get to a location. However, this time should only be applied from when the mail carrier actually receives the item NOT when we receive the order.

You will be subject to addtional fees and or shipping charges if you choose to ship an order using UPS to an international address. These are fees put in place by customs. Failure to pay these additional fees will result in the loss of your package.