FAQ
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!
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. 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!
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 weekends and all USA bank holidays. Please reach out to us at customercare@notreallystrangers.com or text us at (510) 214-4775 with your name, order #, and request so we can help you out.
Do I qualify for free shipping?
We’re Not Really Strangers offers free domestic shipping with orders over $75 USD.
What carrier will my order be shipped out if it qualifies for free shipping?
Your orders will go out standard domestic economy shipping. (5-12 business days)
What days do you ship?
We ship on business days, which are Monday-Friday. We do not ship on Saturdays, Sundays or Holidays.
Do you ship internationally?
Of course! The only countries we DO NOT ship to at this time are: Bhutan, Bangladesh, Brazil, China (Inner Mongolia), India, Iran, 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, and Jersey.
What are the shipping timelines for international orders?
International orders are going to take a little longer to get to you. All International Carriers may experience 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.
International Express does not deliver to PO boxes.
What are your domestic shipping options?
Standard (5-12 business days)
Expedited (4-7 business days)
Express (2-4 business days)
Business days do not include Saturdays, Sundays, and Holidays.
What will the fees be on my international order?
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.
My tracking information says my package was delivered but I haven't received it. Now what?
Please reach out to customercare@notreallystrangers.com, our team will guide you on next steps for the claim process. 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.
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.
Where are my items coming from?
Our fulfillment center is in Nevada.
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!
When adding your email to the waitlist for our hoodies and tees, please select your desired size.
How do I sign up for texts?
We’re so excited to hear that you are interested in our community texts. Here is some important information on how it works: The app only works with US or Canada numbers. Sorry, we hope it will expand globally soon. If you don't live in the US or Canada, please add us on Twitter for daily reminders & sign up for our free daily email newsletter.
To sign up, text the first letter of your first love’s name to 323-210-3807. $1.99 monthly charge applies.
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 US or Canada number
3. A screenshot of what happens once you text the number
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.
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 through your day.
What is the referral program & how can I refer someone?
Our referral program is a way for you to earn rewards by sharing We're Not Really Strangers. If you refer a friend, they get a 15% off discount code to use on their first order at www.werenotreallystrangers.com. If they make a purchase, you also get a 15% off discount code emailed to you to use on your next purchase. The more friends you share with, the more rewards you'll get! You can refer someone by sharing your unique referral link directly or through various channels like text, email, instagram, and facebook! To get started, signup here.
Can I refer anybody?
You can only refer new customers.
What do I earn with each referral?
For each referral that makes a purchase, you earn a 15% off discount code that will be emailed to you to use on your next order.
My order was stolen! What do I do?
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.
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!
What is Order Protection?
OrderProtection.com covers your order for every major issue that can occur during shipping. Your order will be protected against loss, damage, theft, wrong items, defective items and missing items. If something goes wrong during shipping, you can quickly file a claim in a few clicks. You'll receive a refund or reshipment if your claim is approved.
To protect your order, make sure Order Protection is toggled on in your cart.
How do I purchase Order Protection?
In your cart, there is a toggle to turn Order Protection on or off. Turn on Order Protection to purchase protection for your order! If you have protection turned on, you will see it appear as a line item during checkout.
How do I file a claim with Order Protection?
Click here to file a claim.
Please note that you’ll only be able to file a claim if you purchased Order Protection when placing your order.
What does Order Protection cover?
OrderProtection.com covers your order for loss, damage, theft, wrong items, defective items and missing items.
How long does it take for my claim to get resolved?
You’ll typically get a response within an hour, and most claims are resolved that same day. OrderProtection.com has 24/7 support staff so you can expect responses and communication around the clock.
I didn’t add Order Protection to my order, but I need to make a claim.
If you chose not to purchase Order Protection at checkout, and you have an issue with your order, you’ll need to contact our customer service team. You can contact us at customercare@notreallystrangers.com.
How long do I have to make a claim?
You can submit a claim 30 45 days from the date you placed your order depending on the claim type.
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.
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 fourteen (14) 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. 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 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.
We will need the info about your original item and what you would like to exchange it for. 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. Exchanges can take up to 5-7 business days, once we receive your old item. If your desired item is out of stock, then you can exchange it for an item of equal value.
Please ship the item back to us at the address below:
We're Not Really Strangers3755 E Post Rd Suite 100
Las Vegas, NV 89120
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.
Promo Codes and Discount Terms & Conditions
1. Promo codes and Discounts cannot be applied to previously placed orders.
2. Promo codes that offer a percent off can be used in combination with free shipping offers, but cannot be combined with other percent off promo codes or discounts.
3. Promo codes are not transferable or redeemable for cash or credit.
4. Select products may be excluded from promo codes and discounts. See the specific details of the promo code for excluded products.
5. To apply a coupon code, you must enter it at checkout prior to completing the order.
Do you have gifting options?
We think WNRS products would be amazing gifts! Please reach out to customercare@notreallystrangers.com, we would love to help you include a gift message on the packing slip for that special someone in your life. If you received an email saying that your order shipped, then we cannot add a gift message or gift invoice to the packing slip.