FAQ

FREQUENTLY ASKED QUESTIONS

Customer Experience Team Hours

Our Customer Experience Team is available Monday-Friday from 8:00 AM- 5:00 PM PST.

ORDERS & SHIPPING

WNRS offers FREE domestic shipping with orders over $75.00

**IMPORTANT PROCESSING & COVID-19 SHIPPING DELAYS**

Due to increased demand please allow an additional 3 business days to process your order, prior to shipping. In addition, please note Domestic and International carriers are operating with an expected delay of an additional 5-10 business 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. 

Please note the below shipping timelines are estimates from the carrier not guarantees. 

Business Days do not include Saturday, Sundays, and Holidays.

  • USPS First Class / Priority Mail (2-8 business days)
  • USPS Priority Mail Express (1-2 business days)
  • DHL Parcel International Direct (10-15 business days)
  • DHL Expres (5-10 days)

***Due to the impact of COVID-19 please expect shipping carrier delays for both domestic and international orders. This includes expedited orders.

Shipping Updates for Domestic and International Orders

Domestic and International shipping is experiencing a general slowdown across the board regarding both shipping and tracking information. Please allow 72 hours after fulfillment for tracking information to display properly. 

When will I receive my order?

Due to the impact of COVID-19 please expect shipping carrier delays for both domestic and international orders. This includes expedited orders. 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 purchased internationally and your order status hasn’t changed in 30 days from the last tracking update we will consider the package lost. If you have further questions, or if you would like to cancel your order, please email customercare@notreallystrangers.com

My tracking is in pre-shipment. What does this mean?
We know that all carriers are behind on updating their online tracking and doing their best to recover from increased volume during the holiday rush and unprecedented delays due to the COVID-19 impact. This is a potential reason the status reads "pre-shipment" with the carrier. If an order is stuck in "pre-shipment", this usually means USPS has scanned your package but is unclear of the current package whereabouts. It may also mean they have missed the initial scan at the distribution center and will likely scan at the next checkpoint in the delivery journey.Due to the reasons mentioned above, USPS has had challenges over the last 60-90 days resulting in a lack of staff and resources. This is causing additional delivery delays to customers across the country. We have received enough feedback from customers sharing the USPS tracker has often indicated the order/package is in "pre-shipment" and then received an updated scan; "your package will be delivered tomorrow before 10 AM" OR "your order is currently out for delivery." In most cases, the "pre-shipment" will change to "your order is out for delivery" as that is happening nine out of ten times at the moment.We appreciate your patience and understanding, as we cannot cancel an order that has already been shipped. Please feel free to reach out if your package has not arrived in 30 days for a full refund or reshipment.

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:  

Argentina, Australia, Austria, Bahrain, Barbados, Belgium, Brazil, Bulgaria, Canada, Chile, Colombia,Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hong Kong SAR, Hungary, Iceland, Indonesia, Ireland, Israel, Italy, Japan, Kuwait, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Niger, Norway ,Oman, Peru, Philippines, Poland, Qatar, Saudi Arabia, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, UK, United Arab Emirates,Uzbekistan, Vietnam, Zambia

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.

We understand at this time our international rates are high but our team is actively working on making these prices better but also making sure to provide you with a quality shipping service so that your order gets to your country safely.


ROUTE

What is Route?

Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues. 

Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.

 

Why do I need Route Protection?

Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen. 

 More FAQS about Route, please see: Customer FAQ link

 

RETURNS/EXCHANGES

What is the return/exchange 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, description of the issue and please attach a photograph of the incorrect or damaged item received. 

If your order qualifies for a return or exchange 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. 

Please note the following exceptions to our return and refund policy:

Returned items must have tags still on and be returned in original product packaging

Returned items must have no visible signs of wear or use

To initiate a return or exchange, please complete the following steps:

  • Please include a note on your order invoice your exchange information (product and sizing).
  • If you do not have your invoice, please write down the order #, email and your phone #. 
Ship to: We're Not Really Strangers
3755 E Post Rd Suite 100 
Las Vegas, NV 89120
Please send us the tracking number once received to allow us to track and update you on the status. Please allow exchanges to take up to 5-7 business days once received. If your item is not in stock, we will gladly refund you.