FAQs

Ordering Process and Procedure

Can I buy from your site in a currency other than US Dollars?

Yes! PayPal and 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 and PayPal. We cannot process money orders, purchase orders, orders placed over the phone, or cash transactions.

We also now accept Google Pay and Apple Pay. Just look for the buttons at checkout!

I left you a voicemail! Why haven't you called back?

You may have found a phone number for DFTBA Records on your credit card statement, that phone line doesn't reach a physical phone -- it’s transferred into a Google Voice file and emailed to us.

We handle 99 percent of customer service questions through email, so if you left us a voicemail, please outline the order issues in an email and send it to hello@dftba.com. If you are waiting for a call back, please check the email inbox attached to the order you are inquiring about, because we will usually email a response to a voicemail.

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 of part of or the whole order (shipping fees are non-refundable) 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.

A part of my order was missing, what can I do?

If your order arrives and something is wrong, simply email us at hello@dftba.com and we can get you sorted. In the email, please include the original order number, and let us know exactly which item(s) were missing from the package.
Please note: Sometimes smaller non-breakable items like the rubber wristbands or patches will be packed inside t-shirts or hoodie pockets. So if your order included one of these items and you do not see it right away in the polymer bag, it could be hiding. Remove the apparel and unfold/shake them out, and it might appear!

 

I need to cancel my order, what do I need to do?

Send us an email (hello@dftba.com) with the order confirmation number  as soon as you decide to cancel your order! As long as the order has not shipped yet, we can cancel an order for a full refund.

If the order has shipped, we can only offer a refund of the item(s) minus the shipping fee.

I received the wrong item in the mail, what can I do?

Email us as soon as you notice the wrong item. If you let us know the original order confirmation number, what item you expected to receive, and describe or send pictures of the wrong item in the initial email, it will help expedite the resolution process.

For domestic orders, we may send a pre-paid return shipping label for the wrong item to your email address, and then the package can either be picked up by the USPS in a mailbox, or dropped off at a USPS office. We will also set up a reshipment of the correct item, so you will not have to reorder.

If your order is international, we will not ask for incorrect item to be returned but we will still set up a reshipment of the correct item.

I ordered the wrong size/color/item by mistake! Can I return it?

We are able to change an order before it ships by canceling the current order and having you place a new one for the correct item, so if you catch a mistake in an order before you receive the shipment notification email, then we can cancel the current order.

Due to inventory management, we are unable to offer direct exchanges for items that are undamaged. Instead, we accept returns for refunds, and then you are free to re-order the size/color/cut that you prefer. Just send us an email that you would like to return an item for a refund as an exchange, and we will reply with our shipping address and further instructions

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 up to 6 months after the order date. 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 10 consecutive business days, or 2) shows "delivered" but is not found in/on/near the mailbox or door.

Please note that all timelines may be extended due to information provided by the mail carrier about delays.

International Orders
For international orders, the delivery estimate is 2-6 weeks. This depends on the distance from the origin point (Montana, USA) and the import/customs regulations and procedures in the destination country. These orders do not include tracking with Standard Shipping through Mail Innovations, so we do not have a way to locate the exact position of the package. We can issue a replacement if you have not received the package after 6 weeks.

I received a damaged item. How do I get a replacement or refund?

Send us an email (hello@dftba.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.

Once we confirm the reshipment, a replacement will be sent out within 2 business days.

When a replacement is sent out, you will receive a shipment notification email like when the original order was sent.

If the damaged item was a limited release or is no longer available for sale, we can only send a replacement if there is extra stock left in the warehouse. If there is no back stock, then we will let you know and provide a refund of the item and shipping fee.

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.

Shipping fees are non-refundable.

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).

For exchanges of merchandise, due to inventory management and the policies we have with creators for their commission, we are unable to process direct exchanges of merchandise. We can accept a return for a refund (see above), and then you are free to reorder the item in the size/color/cut that you prefer.

Merchandise

I wear a size ____ can I have apparel made for me? Can you print my design? Can I pick a different color?

The sizes and cuts we offer for our apparel come straight from the manufacturers, so the range is based on what they have available for us to utilize. We understand the need for smaller or larger sizes sometimes, but we are unable to accommodate specific requests for certain sizes or cuts.

All of our merchandise is ordered in advance in cooperation with the creators and their visions, and shirts are printed off-site based on the work order, so we can not alter a design/print a design on a different color base.

What brand of shirts do you print on? What is the fiber content?

Most of our shirts are printed on Next Level Apparel or Bella + Canvas shirts, occasionally a shirt is printed on American Apparel, Gildan, or other brands. This information will generally be in the product description. To be sure that the size you are ordering is the correct one, a size chart is included on every product page that designates the brand of apparel.

As for the fiber content of the apparel, most of our shirts are 100% Cotton, with some being cotton/polyester blends. If there is a specific piece of apparel you want to know more about, feel free to email us (hello@dftba.com) and let us know the name of the product you would like additional details about!

Why am I being charged now for preorder items?

It is our policy to make sure payments clear before shipping out any items. We do this by processing the payment upon checkout. If a payment is declined, your order will not be shipped.

How should I wash and care for my items?

For mugs, we recommend hand-wash only to ensure the print lasts as long as possible. Mugs are safe for microwave use, but do not leave a mug in a microwave for more than 5 minutes.

Shirts/hoodies should be turned inside out, washed in cold water and tumble dried on low to ensure longevity of both print and fabric. If you are worried about shrinking, then line-dry apparel. Ironing is not recommended, as some print methods (plastisol) are heat cured and will melt.

We do not recommend washing posters or CDs.

When will you get [blank] back in stock?

If and when an item restocked varies depending on the item and who the creator is. Unless it is a limited edition or limited time sale, most items are restocked as they sell out, so we don’t always have a way to estimate when that will be. If you’d like to be notified when an item is available to purchase again, simply click the “Email Me When Available” button to add your email address to our list!

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 importing goods, often depending on the value of the goods being imported. 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 hello@dftba.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 able to receive mail/packages shipped from the United States, we can ship your order to you!

Please note that international mail delivery can occasionally be affected by temporary mail disruptions.

Is expedited shipping available?

Yes. We offer UPS Ground, UPS Three-Day Select, UPS 2nd-Day Air, and UPS Next-Day Air services for domestic orders! For international orders, we offer UPS WorldWide Expedited which will ship anywhere in the world, and UPS Standard which is only available for Canada.

Orders placed after 5 p.m. EST will not be processed until the following business day.

Shipping times refer to business days -- holidays and weekends do not count in that timeline. Meaning that if you order UPS 2-Day on Thursday before 5 p.m. EST, it will be delivered the following Monday.

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.

Do you ship partial orders?

We are unable to ship partial orders at this time. Any orders containing a pre-ordered item will not ship until the pre-ordered item is released.

How much does shipping cost?

Shipping is based on weight, so unfortunately our system won't know how much your shipping will be until items are added to your cart. To calculate shipping, just add the items to your cart and enter an address, and our system will do the rest!

Shipping fees are not included in the refund policy, so once an order leaves our warehouse, the shipping fee is non-refundable.

How long will it take my order to ship?

We ship out orders every afternoon, Monday through Friday, excluding American holidays. Due to COVID19 regulations orders are shipping slower. All holiday orders will ship by November 21 for international orders or December 1 for Domestic orders unless otherwise noted on the product page. If your order contains a pre-order item, it will not ship until the pre-ordered item is released.

Where is my order?

If you ordered an item but have not yet received a shipping notification, there are a couple of things you'll want to check before emailing us:

Is your item a pre-order or on backorder? Check the product page to see if the item you ordered is part of a pre-order, or is possibly on backorder at the moment. If you ordered anything else alongside a pre-order or backorder item, or multiple pre-order/backorder items together, it will be shipped when the last product is available.

Did the shipment email get sent to spam? Some email clients get picky, and an automated email like the one from our servers can get caught and put into spam.

If you live in the United States, shipping generally takes 7-10 business days. International orders can take anywhere from 2-6 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 hello@dftba.com.

The shipping charge in my cart is different from the shipping charge in PayPal. Why?

PayPal does this funny thing where they think they know what we want to charge customers for shipping. This means that as soon as you either log in to PayPal or enter your information on their site, they ping your IP to find out where you are and the shipping they display changes based on that info. Fortunately, we are able to override this. Once you've entered your information in PayPal (either by logging in or through guest check out either way it is through PayPal), you'll be returned to DFTBA where your shipping charge will display properly again and you will only be charged what is on the final page before you click "complete order".

I live outside of the United States. Can I get my items via 2 Day Air?

DFTBA now offers expedited international shipping anywhere in the world.

For our Canadian customers, select UPS Standard at checkout. Your shipment will arrive in 2-7 business days and include tracking! For customers outside the U.S. and Canada, select UPS Worldwide Expedited at checkout. Your shipment will arrive in 3-6 business days and also include tracking.

What if there's a pre-order/backorder item I want to have shipped/to order with items being shipped via 2 Day?

We strongly advise against ordering any pre-order/backorder items alongside in stock merch you'd like to have shipped via 2 Day Air. As our system does not process orders until all items are available, your entire order will not ship until the pre-order/backorder items are available. At that time, your entire order will ship together via 2 Day Air. If that's what you want, fantastic! But we recommend planning your orders accordingly by placing a second order for the pre-order items via normal mail and the remaining items via 2 Day Air.

How do I qualify for 2 Day Air Shipping?

Simply select the appropriate shipping option during checkout! Please note that in order to qualify for 2 Day Air, you must place your order by 5pm EST. Orders placed after 5pm EST will not be processed until the following business day.

You offer 2 Day Air Shipping-- how does that work? Is it really only two days?

Two Day Shipping means two business days-- holidays and weekends do not count in that timeline. Meaning that if you order on Thursday before 4pm MST, it will be delivered the following Monday.

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