FAQ

   

ORDERS & SHIPPING

What is the status of my order?

  • Flat Rate 2-8 business days
  • FedEx Smartpost 2-7 business days
  • Fedex Home/Ground 2-7 business days
  • Fedex Overnight 1 business day
  • Fedex 2 day Air 2 business days
  • DHL Parcel International Standard - 8-10 days

***Please review below for updated COVID-19 shipping delays 

All orders placed after 10am PST will ship out the next business day. All orders placed on Friday after 10am PST will ship out the following Monday. 
Days refers to Business Days and does not include Saturday, Sundays, and Holidays.

COVID-19 SHIPPING DELAYS

Due to additional precautions being taken at our fulfillment center to keep our team safe, our standard monthly fulfillment timelines have been delayed by up to 10 business days. Your patience and support is appreciated as we work to get shipments out as quickly as possible with everyone’s safety in mind. 

Shipping Timelines for Domestic Orders

At this time Fedex/USPS is operating with an expected delay of an additional 1-2 days on top of already defined transit times due to COVID-19. Certain locations, especially larger cities, are experiencing additional delays due to labor shortages. 

Shipping Timelines for International Orders

DHL is experiencing a general slowdown across the board regarding both shipping and tracking information, though the majority of packages are being delivered on schedule. Please allow 72 hours after fulfillment for tracking information for international packages to display properly. 

When will I receive my order?

Orders placed with 2-Day or Overnight Shipping should not experience delays. For Standard Shipping, while we do not have exact timing for delays at this time, we are monitoring the status closely and will keep you posted about when your order will arrive. If you have further questions, or if you would like to cancel your order, please email customercare@notreallystrangers.com

Can I change or cancel my order?

We do our best to process orders as fast as possible, however, if you wish to change or cancel an order after you’ve submitted it, please contact our customer care team and we’ll do our best to find the best solution.

 

Do you ship internationally?

Yes, currently we ship to the following countries:  

Afghanistan, Albania, Algeria, Andorra, Angola, Anguilla, Antigua, Argentina, Armenia, Aruba, Australia,  Austria,  Azerbaijan, Azores (Portugal), Bahamas, Bahrain, Barbados, Barbuda, Belarus, Belgium, Belize, Benin, Bermuda,  Bolivia, Bonaire, Bosnia-Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Cambodia, Cameroon, Canada,  Cayan Islands,  Central African Republic2, Channel Islands (U.K.), Chile, China, Colombia, Comoros, Cook Islands, Costa Rica, Region of Croatia, Curaçao, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, England (U.K.), Estonia, Ethiopia, Faroe Islands, Finland, France, French Guiana, Gabon, Georgia, Germany, Ghana, Gibraltar, Greece,  Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guyana, Haiti, Honduras, Hong Kong SAR, China, Hungary, Iceland, Indonesia, Iran, Ireland, Northern (U.K.), Ireland, Republic of Israel, Italy, Coast, Jamaica, Japan, Jordan, Kazakhstan, South Korea, Kuwait, Kyrgyzstan, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macau SAR, China, Macedonia, Madagascar, Madeira (Portugal), Malawi, Malaysia, Republic of Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mexico, Micronesia,  Moldova, Monaco, Montenegro, Montserrat, Morocco, Mozambique, Netherlands (Holland),New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Palau, Palestine Autonomous, Panama, Papua New Guinea, Paraguay, Peru, Poland, Portugal, Puerto Rico, Qatar, Reunion Island, Romania, Russia, Saba, St. Barthelemy, St. Croix (U.S. Virgin Islands), St. Eustatius, St. John (U.S. Virgin Islands), St. Kitts and Nevis, St. Lucia, St. Maarten/St. Martin, St. Thomas (U.S. Virgin Islands), St. Vincent, Saipan, San Marino , Saudi Arabia, Scotland (U.K.) , Senegal, Serbia, Singapore, Slovak Republic, Slovenia, South Africa, Spain, Sri Lanka, Suriname, Swaziland, Sweden, Switzerland, Taiwan (China), Tanzania, Thailand, Togo, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos Islands, Ukraine, United Arab Emirates,    Uruguay, U.S. Virgin Islands, Uzbekistan, Vatican City, Venezuela, Vietnam, Wake Islands, Wales (U.K.), Yemen Arab Republic, Zambia, Zimbabwe

The cost of shipping goes towards shipping the item only and not towards any additional customs fees and/or taxes that may be charged for international delivery. The Customer is liable for any additional customs fees and taxes necessary to receive the package.

How can I contact customer service about my order?

You can contact our customer care team (Monday-Friday, 9am-5pm PST) by emailing customercare@notreallystrangers.com.

 

RETURNS

What is the return policy?

Unless the item is damaged, or order was incorrect, please note all sales are final and may not be returned, cancelled, or exchanged. If the item is damaged, or the incorrect item was received, please email us within seven (7) days of the date your order is received at customercare@notreallystrangers.com and provide your name, order number, and describe the issue with your order and please attach a photograph of the incorrect or damaged item received. 

If your order qualifies for a return or exchange, and you are within the United States, we will send you a prepaid shipping label for you to return the damaged or incorrect item to us. Once we receive the item(s), we will ship out the correct or replacement item(s) as soon as possible. If the item(s) are out of stock, we will ship them to you as soon as inventory is restocked.