FAQ

Community Experience Team Hours
Our community experience team is available Monday-Friday from 8:00 AM-5:00 PM PST. Please email us at customercare@notreallystrangers.com and allow us 3 business days to respond. We promise we will get back to you as soon as we can!

ORDERS & SHIPPING
We’re Not Really Strangers offers free domestic shipping with orders over $75.00

What carrier will my order be shipped out if it qualifies for free shipping?
Your orders will go out standard domestic economy shipping.    

What is the status of my order?
All orders placed after 10am PST will ship out within 3-5 business days. All orders placed on Friday after 10am PST will ship out the following week. Our warehouse is closed on all USA bank holidays. If your package hasn’t shipped yet, there is a chance we are experiencing delays but we promise it will still get to you!

Please reach out to us at customercare@notreallystrangers.com so we can help you out. 

Business days do not include Saturdays, Sundays, and Holidays.

  • DOMESTIC:
    • Economy (8-10 business days)
    • Standard (5-7 business days)
    • Expedited (2-3 business days)
  • INTERNATIONAL
    • International Standard 
    • International Express 

***International Express does not deliver to PO Boxes***


COVID-19 SHIPPING DELAYS

We’re a small business and we take additional precautions at our fulfillment center to keep our team safe and healthy. Our standard monthly fulfillment timelines have been delayed by up to 15 business days. We appreciate all the love and support 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 all carriers are 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. We cannot be held responsible for carrier delays. We apologize for the inconvenience! 

Shipping Timelines for International Orders
International orders are going to take a little longer to get to you. All International Carriers are 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. WNRS is not responsible for carrier delays. We’re so sorry for the inconvenience.

When will I receive my order?
Once your package has left our warehouse, your tracking information will be emailed to you. Make sure to check it daily.
All orders can experience COVID-19 shipping delays. 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. WNRS is not responsible for carrier delays. We apologize for the inconvenience! 

My tracking information says that my package was delivered but I have not received it! Now what?

That’s okay! We’ll figure this out, however, please allow 48 hours before you reach out to customercare@notreallystrangers.com for help.

It's been 48 hours! Help!
Please reach out to customercare@notreallystrangers.com, our team will guide you on next steps for the claim process.

Can I change or cancel my order?
This one’s tough. If you received an email saying that your order shipped, then we cannot cancel your order. It means it has already left our warehouse and it is in the good graces of the carriers. If it has not shipped, and you wish to change or cancel an order after you’ve submitted it, please email our Community Experience team at customercare@notreallystrangers.com.

Do you ship internationally?
Of course! The only countries we DO NOT ship to are: 

Bhutan, Bangladesh, Brazil, China (Inner Mongolia), India, Iraq, Laos, Mongolia, Nepal, Burundi, Cape Verde, Chad, Congo - Brazzaville, Congo - Kinshasa, Equatorial Guinea, Eritrea, Gambia, Lesotho, Liberia, Libya, Namibia, Rwanda, Seychelles, Uganda, Ukraine, Fiji, French Polynesia, Kiribatia, Norfolk Island, Samoa, Tonga, Vanuatu, Wallis & Futuna, Russia, Guernsey, Isle of Man, Jersey

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 that our international rates are high. We promise that we are working on improving this for you while making sure to provide you with the quality you deserve. We always want to ensure your order gets to your country safe and sound.

How much will customs/import taxes be on my order? 
Unfortunately, since this is not a fee from We’re Not Really Strangers, we do not have this information as all countries are different. 

All EU orders placed after September 27th 2021 will have the taxes & customs included


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

Stolen: 
Oh no! We’re so sorry this happened. Unfortunately, there isn’t much we can do on our end once the carrier delivers the box. We’d recommend taking a claim up with the delivery service to see if they will reimburse you. Let’s just hope that whoever stole your package is able to use what’s inside to do some self-reflecting. 


HOLD AT LOCAL POST:
 

Occasionally an international or domestic order will be held at your local post office. Reasons for the order being held can be a customs fee (international orders) or the package was not able to be delivered in your mailbox. 


RETURNS/EXCHANGE/ORDER ISSUES

If your order is damaged, missing items, wrong or needs an exchange please contact our customer care dept within 14 business from delivery date

What is the return/exchange policy?
All sales are final but don't worry, we can offer an exchange! You qualify for an exchange if your un-worn apparel item doesn’t fit. Or you accidentally purchased the wrong expansion pack or item. 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. We will not accept exchanges after 30 days of your delivery date.

To initiate an exchange, please complete the following steps:

Please email our team at customercare@notreallystrangers.com to let us know you would like to initiate an exchange. We will help you through this process.

  1. We will need the info about your original item and what you would like to exchange it for. 
  2. Your new item will not be shipped to you until you provide us with the return tracking information. Please note we do not offer return shipping labels and this cost will be on you. 
  3. Please ship the item back to us at the address below:

    We're Not Really Strangers
    3755 E Post Rd Suite 100
    Las Vegas, NV 89120 
  1. Exchanges can take up to 5-7 business days, once we receive your old item.
  2. If your desired item is out of stock, then you exchange it for an item of equal value.

I GOT THE WRONG ORDER/ MY ORDER IS DAMAGED! WHAT NOW? 
Mistakes happen. 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. Provide your name, order number, description of the issue and please attach a photograph of the incorrect or damaged item received. We will make sure the right order gets to you. Thank you for being patient with us!

DAILY TEXT REMINDERS
Yay! We’re so excited to hear that you are interested in our community texts. We’re happy to have you be a part of it. Here is some important information on how it works:
The app only works with USA domestic numbers. Sorry, we hope it will expand globally soon. If you don't live in the USA, please add us on Twitter for daily reminders & sign up for our free daily email newsletter.

*$1.99 monthly charge applies*
Please text "Hi" to 323-210-3807

If you are having any issues please email help@community.com with the below information:
1) You've input all your info
2) You have a USA number
3) A screenshot of what happens once you text the number

If you are still having issues, please note that this is a service run by one of our partners. Our team will not be able to help you troubleshoot the issue. For help email, help@community.com.

WHY WON’T YOU TEXT ME BACK?
We’re Not Really Strangers is a purpose driven brand all about connection. These texts are not meant to be a conversation, but more about reminders and affirmations to get you through your day.


WHAT DOES WAITLIST MEAN? 

The item you wanted is out of stock and you added yourself to our waitlist. Remember, a waitlist does not mean that the item will come back in stock and arrive on your doorstep. If the decision is made to bring this item back in stock, then you will be the first to know via email. If you do not receive an email, it just means we are still deciding whether we want to bring this item back. We are always thinking of new ideas, so if it’s not this product, then we hope you’ll like the next one!


DO YOU HAVE A DISCOUNT CODE?
 
At this time, we do not have any discount codes available. In the future, keep an eye out for unique collaborations and festive holiday offerings. If you sign up for our email newsletter, you might get an occasional surprise in your inbox.


WHERE ARE MY ITEMS COMING FROM? 

Our fulfillment center is in Nevada.


DO YOU HAVE GIFTING OPTIONS?

We think WNRS products would be amazing gifts! Please reach out to our team at customercare@notreallystrangers.com, we would love to help you include a gift message on the packing slip for that special someone in your life.