Why Hasn’t My Order Shipped Yet?
Crisiswear is made-to-order, custom retailer. This means, that unlike other companies that stock gear in warehouses, or contract with foreign drop-shippers, we make everything by hand, in our studio. Currently, we have three stitchers on staff and we are working as fast as we can to fulfill orders. We want you to have your gear ASAP, and please know that we are working as fast as we can.
Placing an order with faster shipping will indeed get your clothing to you faster, but we still have to make it first. Thanks for your understanding and willingness to support the handmade arts!
My Package Was Shipped, But Where Is It?
USPS - SIGNATURE DELIVERY
If USPS has tried to deliver your package and found you unavailable to sign for it, they should leave a slip notifying you of this. They will likely attempt re-delivery one or more times before holding the package at the post office. In this case, simply take the notification slip and your current ID to your nearest post office to claim your package. NOTE: You do not need the slip, just your address and a current ID.
If you have received a tracking number from us, and your package is beyond the estimated shipping time from the carrier you chose, (USPS, DHL, UPS) unfortunately there is nothing we can do but wait. Check your tracking information, and/or contact the courier directly. Sometimes USPS, DHL and UPS have shipping delays beyond our control.
Tracking Says My Package Was Delivered but I Never Received It
If your package has been marked as "delivered" but has yet to make an appearance, don't worry just yet. Shippers like UPS and USPS have recently been marking their packages as delivered when they really aren't. Typically they will show up in a day or two. If it's been a couple days and your package still hasn't shown up, please choose from one of the following:
If you have insured your package with Route, please contact them to file a claim. Please note: to successfully log into Route, you must use the same email you used when originally placing your order on our site.
If you opted not to ensure your package, please contact us directly.
I Was Sent the Wrong Item / My Package Is Missing an Item
If we sent you the wrong item(s), or forgot an item in your order, please send us pictures of the incorrect item(s) and let us know what in your order is missing or wrong and we will follow up.
How Do I Start a Return or Exchange?
Please read and follow our Return/Exchange process here.
What Is the Status of My Return or Exchange?
If you have already shipped your item(s) back to us, once we receive them, please allow up to 3 days for store credit to be processed, and up to 6 weeks for an exchange.
To speed this process up, you can send us your tracking number to show that it has arrived, and we will confirm that your item is in queue for credit or exchange processing.
Do You Offer a Rush Service?
Our standard production window averages between 1 to 8 weeks. However, if you absolutely have to have your item by an earlier date, we offer a rush service on most of our items. Prices start at an additional 30%. For more information, please contact us ahead of time.
Do You Offer Custom Gear?
No. Outside of very rare partnerships with other brands or celebrities, we do not offer custom gear, in either design or color. Sorry!
Can You Guarantee My Delivery Date?
In short, no. While 99% of all our shipments arrive intact and on time, there is simply no way for us to account for all the variables in the highly complex world of shipping and package fulfillment, and this goes double for international shipping.
If you need an item by a certain date, be sure to communicate this to us immediately. We will work with you in good faith to make your deadline, but once your package leaves our studio, we cannot and will not accept liability for late or otherwise compromised shipments. In the event of a late or waylaid package, please refer to your tracking number and contact your shipper directly.
Can I Cancel My Order?
Yes you can, but as of 1/20/2020, Crisiswear will be charging a 3% fee for refunds and/or cancellations of orders made more than 2 weeks after the initial order was placed. This is because Shopify (our platform) does not refund us the processing fee that we pay when your order is placed, and our made-to-order production pipeline is significantly disrupted when in-queue orders are removed. If you'd like to cancel your order, please open a ticket here,
My Pants Are Too Big, Should I Return Them?
You're welcome to return your pants for a different size. However, know that our return/exchange lead time averages about a month and a half depending on stock. This is because we still have to make the exchange size by hand.
Instead, consider contacting your local tailor (or dry cleaning service) to see how much a minor size alteration may run. Alteration services are often overlooked, but more often than not, hiring a tailor to perfectly fit pants, jackets or other items typically costs less than $20 and will result in an item that is custom tailored to fit you perfectly. So go meet your local tailor, we promise you'll be happy you did!
Do You Have Any Clothing Care Tips?
Absolutely! To get the longest life possible out of your Crisiswear gear, make sure to turn items inside out, wash them on cold and hang them to dry. This will help to ensure that dark colors stay fast, and that any specialized coatings, like our abrasion-resistant poly, and specialized DWR (durable water resistance) stick around a long time. We also recommend trying not to wash your pants more than once a month if possible.
Do You Have a Sizing Chart?
We have many! Just look for the box labeled "size chart" at the bottom of any item description. In the popup you will find a chart, an instructional video and a link for asking questions about that specific item.
Why Can't I Use My Discount Code / Store Credit?
During any sale or promotion that features site-wide product or pricing modifications, all normally distributed codes or store credit are temporarily suspended. We do not allow for code stacking and in any event in which it may accidentally happen, those orders will be refunded in full. We want everyone to feel good about getting a deal, but as a small artistic concern, our margins can't handle this kind of abuse. Thanks for understanding!
Do You Sell Wholesale?
Yes we do! If you're looking to stock Crisiswear in your store, please contact us directly.
Are You Hiring?
We're always on the hunt for talented stitchers and other related professionals. If you have experience with industrial sewing machinery and/or apparel development and live in the Chicagoland or McHenry county areas, we'd love to hear from you.
I Have A Different Question.
If you still need help after reading our Frequently Asked Questions please open a ticket here. We will do our best to get back to you immediately, but our response time may vary depending on weekends and holidays.
PLEASE NOTE: We cannot assist you with packages that have already been shipped, or are already in route to you. Please refer to your tracking number, and/or reach out to your shipper directly in the case of delays or waylaid packages.