FAQ's
1. Where do you ship to?
We currently only ship within the US
2. When will my order be dispatched?
To avoid unnecessary waste we practice what is known as 'slow fashion' meaning all our items are made to order and do not physically exist prior to your purchase. It takes on average 3 to 5 business days to make your items but can take up to 10 business days on occasion and specially during high sales periods such as Pride Month, Black Friday/Cyber Monday and Christmas.
3. How long does shipping take?
Shipping times depend on the ship-to location.
Average shipping times are: 2 to 6 business days
4. How much does shipping cost?
There is a flat rate of $6 for orders below $100. We offer FREE SHIPPING on orders of $100+.
5. Where can I find sizing information?
Detailed sizing information is provided in each product listing. Items vary in style and size, even if they look similar, and we recommend that you thoroughly read the item description and sizing details provided before purchasing. Due to all items being made to order we do not offer size exchanges or returns. If you require further assistance you can contact us at support@ontrendshirts.com and we will do our best to help you.
6. I haven't received my order - what now?
For packages lost in transit, all claims must be submitted no later than 28 days after the estimated delivery date. Please contact us at support@ontrendshirts.com stating your order number.
We may ask for your help, like confirming that the shipping address was correct. It would also be good to double check with your local post office first to try and locate the lost order.
If your tracking information confirms that your order has been delivered to your order address, but you have not received it we recommend you follow these initial steps:
1. Check if the item has been taken in by neighbors
2. Check if it has been left in a 'safe' place - garage, shed, porch etc.
3. Check if the carrier has left a note for collection
4. Check with those you are sharing accommodation with in case they forgot to tell you
If this fails please contact the carrier directly to investigate this issue. They will be able to provide you with confirmation about the delivery. Regrettably we do not have any influence over packages once they have been handed to the carrier and cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If it has been stolen we recommend filing a stolen mail report.
7. I have received faulty/incorrect products - what now?
In the rare event that you have received faulty goods or we have made a mistake please contact us within 3 days of receipt of your goods. We require 2 photographs of the damage or error, a close up and a full product photo. A replacement item will be sent to you as soon as the fault has been approved.
We cannot accept any claims for faulty goods if they have been used, worn or in any way tampered with and we cannot accept any consequential losses relating to the purchase of these goods.
Please check our Refund & Returns Policy for further details.
8. Can I cancel or change my order?
We hold all orders for a period of 2 hours (except orders where expedited/express shipping has been purchased, those will be actioned as soon as they are received and cannot be changed once placed!) to allow for any changes or cancellations to be made. If you need to make changes please contact us within that 2 hour period with your request at support@ontrendshirts.com stating your order number. After that time orders will be sent for processing and can no longer be cancelled or changed, this includes shipping address changes, size changes and color changes. No exceptions.
9. Where do your items ship from?
Our items are printed, embroidered or made in and shipped from the USA.
10. I can't find my question here
Please email us at support@ontrendshirts.com or get in touch via our Contact Us form at the bottom of this Web Page