FAQ
General
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!
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.
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.
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.
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.
Orders
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.
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!
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.
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.
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.
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.
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!
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 Strangers
3755 E Post Rd Suite 100
Las Vegas, NV 89120
Shipping
We’re Not Really Strangers offers free domestic shipping with orders over $75 USD.
Your orders will go out standard domestic economy shipping. (5-12 business days)
We ship on business days, which are Monday-Friday. We do not ship on Saturdays, Sundays or Holidays.
Our fulfillment center is in Nevada.
Standard (5-12 business days)
Expedited (4-7 business days)
Express (2-4 business days)
Business days do not include Saturdays, Sundays, and Holidays.
International Shipping
Yes, due to shipping restrictions, we are currently unable to ship to the following countries:
Asia: Bhutan, Bangladesh, China (Inner Mongolia), India, Iran, Iraq, Laos, Mongolia, Nepal, Turkey
Africa: Burundi, Cape Verde, Chad, Congo - Brazzaville, Congo - Kinshasa, Equatorial Guinea, Eritrea, Gambia, Lesotho, Liberia, Libya, Namibia, Rwanda, Seychelles, Uganda
Europe: Ukraine, Russia, Guernsey, Isle of Man, Jersey, Turkey
Oceania: Fiji, French Polynesia, Kiribati, Norfolk Island, Samoa, Tonga, Vanuatu, Wallis & Futuna
South America: Brazil
Please note that for certain regions, additional restrictions or delays may also apply. If your country is not listed here, you should be able to place an order with the standard duties and taxes guidelines.
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.
Yes, orders shipped internationally may be subject to duties, taxes, or other import fees. These charges are based on the destination country’s import policies and are calculated on the order’s declared value, including both the product cost and shipping fees.
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.
Duties and taxes are determined by the destination country’s customs agency and are generally based on:
- The value of the items ordered
- The shipping fees
- The product type and its country of origin (where it was manufactured)
Each country has its own rules for calculating these fees. Check with your local customs office if you’d like more specific details.
Prepaid at Checkout: You’ll have the option to prepay duties and taxes at checkout, allowing you to know the total cost upfront and avoid additional charges upon delivery.
Some couriers may add handling or brokerage fees to cover the customs clearance process. These fees are separate from duties and taxes and are set by the carrier.
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.
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.
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.
OrderProtection.com covers your order for loss, damage, theft, wrong items, defective items and missing items.
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.
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.
You can submit a claim 30 45 days from the date you placed your order depending on the claim type.
Close Friends Rewards Program
Close Friends is a loyalty program that rewards members with points every time they shop on werenotreallystrangers.com which can then be redeemed for discounts to use on future purchases! Close Friends loyalty program is a tiered program that allows members to earn more perks the more they engage with us.Depending on which level of our program members are in, they can earn 1x, 1.2x, or 1.5x points for every dollar spent. There are also special activities members can complete like following us on social media and referring friends. Learn more.
By participating in Close Friends loyalty program, we may use and share your personal information in the ways described in our Privacy Policy.
Signing up is easy! Simply create an account on our rewards page here and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops. If you currently have an account with us - you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning points!
Yes, points expire after 12 months of inactivity. To remain active, you must earn or redeem points through completing a purchase within the selected time frame.
The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page here and logging in.
You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!
Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points. Make sure to visit our rewards page here to get started.
Exchanging your points for rewards couldn't be easier! Simply visit our rewards page here to view all reward options and click the 'Redeem' button to redeem your chosen reward. Copy your discount code and apply at checkout.
Please email customercare@notreallystrangers.com with your discount code so we can return your points back.
Buy with Prime
Buy with Prime allows millions of US-based Amazon Prime members to shop directly from participating online stores with the trusted experience that you expect from Amazon—including fast, free delivery, a seamless checkout, and easy returns. When you shop directly on our site, you see the Buy with Prime button and Amazon Prime delivery promise on eligible products, which signals that the item is available for free 1–2 day shipping and easy returns. By clicking the Buy with Prime button, you can check out by signing in to your Amazon account, which prepopulates your payment and shipping details on the checkout page. You receive an order confirmation email after placing your order, and then a shipping confirmation email with a link for tracking when the order is shipped. If you aren't an Amazon Prime member, you can sign up and start your free 30-day trial today.
No, Buy with Prime orders can only be placed and shipped to addresses within the contiguous US, Alaska, Hawaii, and Puerto Rico.
When you decide to purchase a product offering Buy with Prime on our site, you’re prompted to sign in to your Amazon account. After your Prime membership is verified, your order is processed using your preferred payment and shipping information stored in your Amazon account.
Yes, you must be a Prime member to purchase products using Buy with Prime at participating online stores.
Yes, Buy with Prime offers the fast, free delivery, easy returns, and seamless checkout that Prime members love.
Select an eligible product and click the Buy with Prime button on the product page. Apply the coupon code at checkout and the discounted amount is deducted from the order total.
No, Amazon.com Gift Cards and promotional discounts can’t be used as a payment method to place an order using Buy with Prime. Amazon.com Gift Cards can only be used to purchase eligible goods and services on Amazon.com and certain related sites as detailed in the Amazon.com Gift Card Terms and Conditions.
For questions about your order, go to the order details page using the link in your confirmation email or the Buy with Prime Orders tab in your Amazon account. If you have additional questions or experience an issue with your Buy with Prime order, contact customer service using the link on the order detail page. Learn more.
There are two ways to check your Buy with Prime order status. You can check the order status in your Amazon account on the Your Orders page under the Buy with Prime Orders tab, which is viewable in your account on desktop or in the mobile app. You can also check your order status by clicking on the link in the order confirmation email that we sent, which directs you to the order details page.
After you place an order using Buy with Prime, you can initiate an order cancellation from the order detail page if it hasn't already shipped. The link to the order detail page is included in your order confirmation email.If the cancellation is successful, you can expect to receive your refund within 3-5 business days after the cancellation is confirmed.
Some items in Buy with Prime orders are eligible for return and refund. To start a return, view your order status from the link in the email that you received after you placed your order or from your Amazon account on the Your Orders page under the Buy with Prime Orders tab. You can initiate the return process and choose from a number of return options, including label-free, box-free returns and convenient dropoff locations, such as Amazon physical stores, Whole Foods Markets, or UPS Stores. If the item is eligible for return, but not for label-free, box-free returns, you can still return the item at USPS or UPS locations in a box with the provided return label. For eligible items, you receive a full refund if they are in resellable condition and returned within the return window. If you have questions about returns eligibility or the returns process, contact customer service using the link on the order detail page. Buy with Prime orders are covered by the Amazon Pay A-to-z Guarantee.
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.