FAQ

FREQUENTLY ASKED QUESTIONS

Customer Experience Team Hours

Our Customer Experience Team is available Monday-Friday from 8:00 AM- 5:00 PM PST.
Holiday Hours November 26 through January 1st  from 5:00 AM-6:00 PM PST.
Please email us at customercare@notreallystrangers.com.

ORDERS & SHIPPING

WNRS offers FREE domestic shipping with orders over $50.00

What is the status of my order?

All orders placed after 10am PST (Monday - Friday, excluding US holidays) will ship out the next business day.

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

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

  • Standard Flat Rate (2-8 business days)
  • USPS Priority Mail (2-8 business days)
  • Fedex 2 Day (2 business days) 
  • DHL Parcel International Direct (10-15 business days)
  • FedEx International Economy (10-15 business days)

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

IMPORTANT HOLIDAY 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. 

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 between 20 - 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

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, 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, 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, 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.

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 (Swoop)
2895 W Capovilla Avenue Suite 130 
Las Vegas, NV 89119
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.