Awesome Socks FAQ
When will I be charged?
You will be charged for your first pair of socks on the day you sign up. This is a pre-order, so that first pair won't ship until the first week of January. (Don't worry, you won't be charged again in January!)
After your first pair, you will be charged on the first of every month. Beginning on February 1.
When will my first order be shipped?
Your first pair of socks will be shipped the first week of January. From that date, domestic orders typically take 1-2 weeks to arrive. International orders may take up to 6 weeks.
When will I receive my socks each month?
Your socks will generally arrive in the 2nd or 3rd week of the month, however international orders may take longer.
Can I cancel my subscription?
Of course! Cancel anytime with no fees and no strings. We only open the subscription once per year though, so you will not be able to re-subscribe until the following year.
You will be able to cancel your subscription within your customer portal which will be emailed to you after your purchase. Contact us at email@example.com if you need help canceling your order or finding your customer portal.
Can I skip a month?
Unfortunately, no. We don't allow people to skip socks in this subscription because of how we order the socks. If you decide you no longer would like to receive socks, you can cancel your subscription, but you will not be able to resubscribe.
Can I change my address/payment/account information?
Absolutely! As long as your order has not already shipped we are happy to change any account, billing, or shipping information. You can change things on your own in your customer portal, or email us at firstname.lastname@example.org for assistance.
Can I see the socks before they are shipped?
It's a surprise! We have given you a peek at the socks for first two months on the site so you can get an idea of what to expect. We love surprises, though, and are keeping the rest of the year a secret. Don't worry though, each artist was picked based on their fun design aesthetic. All of the socks will be bright, colorful, and will live up to their name!
Order Processing and Procedures
Can I buy from your site in a currency other than US Dollars?
All of the prices on the store are in USD but credit card companies do all the converting for both you and us.
What payment methods do you accept? Can I pay with a money order or purchase order?
We accept payments from all major Credit Cards. We cannot process money orders, purchase orders, orders placed over the phone, or cash transactions.
We unfortunately also can not accept PayPal, Apple Pay, Google Pay, Amazon Pay, or Shop Pay at this time.
Returns, Refunds and Replacements
How long does my order qualify for a refund or replacement?
We are able to offer a refund or a replacement up to 6 months after the order date. After 6 months has passed, the order is archived and we can no longer set up a refund or a replacement.
I need to cancel my order, what do I need to do?
Send us an email (email@example.com) with the order confirmation number as soon as you decide to cancel your order!
I ordered the wrong size by mistake! Can I return it?
If your order has already shipped, please send us an email to firstname.lastname@example.org. If we still have the item in stock, we may be able to set up an exchange. If not, we can provide a refund for the item (minus the original shipping cost) once the item is returned to us.
My order never showed up! Where is it?
If you feel like your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages, so you will always have the option to have your order reshipped or refunded. For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know there were no issues in the address that would cause the package to be returned or mis-delivered.
How do you know if the order has indeed been lost? There are some guidelines outlined below:
Domestic Orders - For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days. These orders include tracking capabilities with Standard Shipping through Mail Innovations, so you should be able to keep an eye on the package's progress through that. We can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 15 consecutive business days, or 2) shows "delivered" but is not found in/on/near the mailbox or door.
I received a damaged item. How do I get a replacement or refund?
Send us an email (email@example.com) and describe the kind of damage that the item has incurred. Pictures are appreciated and help us assess whether the damage was because of the delivery process, or if it was a manufacturing defect that slipped through our quality control. However pictures are not required if a description of the damage is covered.
When a replacement is sent out, you will receive a shipment notification email from firstname.lastname@example.org.
What is your refund/return policy?
Refunds and replacements for orders can be set up within 6 months from the order date. After 6 months, an order is no longer eligible for a refund or a replacement.
For returns, we can accept an item sent back for a refund of the purchase price of the item (if any discounts are applied, the refund will reflect the discounted price, not the full price). Return shipping costs are not covered by DFTBA's return policy.
Shipping Procedures and Policies
Why am I being charged additional fees on my order? Why was I charged a second time to pick up my order?
Some countries charge extra taxes on imported goods. For example, the UK states that packages valued less than £15 (the value in USD can change depending on the exchange rate) are exempt from VATs. When we mark the value on customs forms, we do not include shipping costs, only the cost of the actual item.
Please note that you may be charged taxes upon import of your items. We are also unable to ship your merchandise as a gift (even if you are intending to give the item as a gift to someone else), as we need to follow the rules and fill out each customs form correctly. If we don't fill out the forms properly, we risk having the shipment returned to us or being prohibited from shipping to that country.
Can you ship to my address if it is written in a language other than English?
No. Our system cannot process non-English characters, so we aren't able to print the labels in any other language. Our recommendation is that you enter your shipping address pre-translated, or email us the translation so we can make sure it is as accurate as possible.
I need to change my shipping address!
To change a shipping address, email email@example.com as soon as you realize the error. Please include the order confirmation number, and the new address in your initial email to expedite the process. We can only update addresses before an order ships, and we are unable to request reroutes of packages once an order has been shipped.
Do you you ship to my country/school/small town/etc?
If you have an address that receives mail from your local postal service, we ship to it!
Is expedited shipping available?
No. We do not offer expedited shipping for recurring subscriptions!
Are tracking numbers available/why doesn't my tracking number work?
When your order ships, you will receive a notification. These get snagged by spam folders sometimes, so be sure to take a peek in there if you believe your order should have already shipped. Tracking numbers are only available for domestic customers -- track your shipment at https://www.ups.com/track.
International customers: the number in your shipment email is only a customs ID number. You will not be able to track your package using this number.
How much does shipping cost?
Shipping fees are included with your subscription. There will be no additional shipping fees charged by DFTBA, regardless of where the shipment is going!
Where is my order?
If you live in the United States, shipping generally takes 7-10 business days. International orders can take anywhere from 2-8 weeks, depending on your location. Unfortunately, delays can happen from time to time that are simply out of our hands.
Please be patient and try contacting your postal or customs office to see if they have it. If your order does not arrive within the above specified timeframes, email firstname.lastname@example.org.