Shipping and Returns Policy
IS SHIPPING AFFECTED BY COVID-19?
COVID-19 is an evolving situation. USPS and UPS transit might be affected during this time. Our shipping team is still fulfilling orders daily, Monday-Friday. We will continue to update our customers as more information becomes available.
HOW LONG IS YOUR PROCESSING TIME?
Current processing time is 4-10 business days. This is the time it takes for your order to be processed before it ships. Although we try to get you your order as fast as possible, please note processing times might be extended during sales or large releases.
CAN I CANCEL MY ORDER?
We cannot guarantee this if your order has already been processed. Please email us immediately with the subject line CANCEL ORDER and your order #. Once an order is cancelled, we cannot guarantee those products will be available for repurchase. There is a 15% restocking fee on all Cancelled Orders and please note that it may take 3-10 days for the credit to post to your account.
DO YOU OFFER FREE SHIPPING?
Yes we offer FREE shipping on US orders of $100 or more. Please note the threshold must be met before taxes.
DO YOU GUARANTEE SHIPPING TIMES?
No. Brand Ave. does not guarantee shipping times.
AS AN INTERNATIONAL CUSTOMER, AM I RESPONSIBLE FOR ANY EXTRA DUTIES OR FEES?
Yes. If your package gets pulled for additional fees, duties, and/or taxes at the border, you are responsible for those charges. We do not have control over which packages get pulled for these extra costs. The purchaser acknowledges at checkout that Brand Ave. is not responsible for any additional charges such as fees, duties, and/or taxes which might be incurred.
WHEN SHOULD I EXPECT TRACKING INFORMATION FOR MY ORDER?
Tracking numbers will be provided once your order has been shipped. You will receive an email that will contain a tracking number for your package. Please allow up to 24 hours for the tracking number to become active. If for any reason you do not receive a tracking number within 10 business days, please feel free to reach us directly at email@example.com
MY PACKAGE SAYS "DELIVERED" BUT I HAVE NOT RECEIVED IT. WHAT DO I DO?
First check with any family members or neighbors who may have received your package and are safely holding it for you. After a few days if your package still says delivered and you haven't received it, it could be at your local post office awaiting your pickup. You can also call 1-800-ASK-USPS with your tracking number or contact UPS if they are the confirmed shipper. They may start a postal investigation to find out what happened. Postal theft is a Federal Crime and the USPS will conduct an investigation. Unfortunately, we are not able to give any refunds or resend orders under these circumstances.
All sales are final as we do not offer cash refunds at this time. We truly want you to be happy with your purchase and strongly encourage using discretion at the time of purchase. If for some reason you are unsatisfied with your purchase, you must contact us within 5 days of your delivered order to discuss a possible solution. Brand Ave. reserves the right to refuse any returns and/or exchanges.
If a return is necessary we will be happy to offer you a shop credit that will go toward your next purchase once your item has been returned within 7 days of contact. Returned items must be unworn and unwashed. Any items that do not meet this criteria unfortunately are non-returnable and will be denied. All postage expenses for returns must be covered by the customer. We recommend using Priority Mail which insures packages as we cannot be held liable for any lost or damaged items during shipping process.
We only replace items if they are defective. If you need to exchange an item due to incorrect size ordered, you will be responsible for paying for your own shipping costs for returning your item. And in some cases the shipping cost for Brand Ave. to ship out the desired size. You may only exchange for the same exact style. Again, we recommend using Priority Mail which insures packages as we cannot be held liable for any lost or damaged items during shipping process. for the same item, send us an email to receive instructions on how to return your item(s). Shipping costs are non-refundable.