Return & Shipping Policy
Frequently Asked Questions
WE OFFER REFUNDS & EXCHANGES WITHIN 15 DAYS OF PURCHASE WITH TAGS ATTACHED & IN ORIGINAL UNWORN CONDITION.
- How do I submit a return request?
Do I need an account to create a return?
- Nope! Just make sure you have your original email used at checkout, and the order number!
- How long from the time of purchase do I have to return my items?
- 15 Days from the time it was delivered to you! No returns will be accepted if they are outside of our 15 days window. On our return platform, it may list that you are outside of the "20 Day Window". This is because it includes an approx. 5 days for transit time after the order is placed.
Do you offer free return shipping?
- Unfortunately, not at this time. Return costs are deducted from total refund amount. This will be as low as $3.
Can I exchange my items?
- To exchange, we ask that you place a new order and return your exchanged item.
Can I send items back together from different orders?
- Of course!
Can I return sale items/ jewelry / accessories, or vintage clothing?
- No, these items are final sale and are NON-RETURNABLE
How long will it take to receive my refund?
- Please allow 7-10 business days for processing
How long will a refund take to show up on my original form of payment?
- We ask that you allow up to 1-3 business days for a return to show up on original form of payment, and may be dependent on bank
- Why didn't I receive the full amount?
- Return costs are not included in the refund amount.
- Do you support customer service over instagram?
- No we do not. Please shoot an email over to email@example.com for any customer service assistance.
Can I still return even if I used a discount code during purchase?
- Typically, yes of course you can as long as it is returned within 15 days of purchase. :) If the code is one used during a promotional sale, such as Summer30, these items are non-returnable. This will be marked on the packing slip when shipped, as well as the fine print on our website and emails as well.
Do you ship to Canada?
- Yes we do! Just $15
Do you price match other stores or previous sales on 12th Tribe?
- No we do not price match no matter the circumstance.
- Can I ship my item(s) back for a return with my own shipping?
- No. We will not accept any returns that are not requested in our shipment and a 12th Tribe label used.
- What time do I have to order by to receive my overnight by next day?
- The cutoff time for overnights is 12:30pm PST.
Shipping & Delivery
- FREE REGULAR SHIPPING on all first class orders (5-7 business days)
- Pick Up Order In Store Same Day! Please call us to place the order today: (323) 880-4117
- PRIORITY SHIPPING (3-4 business days): $11.00 (USD)
- EXPRESS 2-DAY SHIPPING (2 business days): $25.00 (USD)
- EXPRESS OVERNIGHT SHIPPING (1 business days): $40.00 (USD)
- INTERNATIONAL STANDARD SHIPPING (7-21 business days): $15 (USD)
- INTERNATIONAL DHL EXPRESS SHIPPING (1-3 business days): $40 (USD) *All prices are subject to change upon ordering. You will be contacted if necessary*
Returns & Exchanges
- Unfortunately, we do not accept any exchanges at this time. If you are hoping to make an "exchange", you must return your item & PLACE A NEW ORDER for the new size/style.
- 12th Tribe gladly accepts returns of unworn, unwashed, undamaged, or defective merchandise with all original tags on for a refund within 15 days of stated delivery date.
- Keep in mind that at this time we DO NOT cover RETURN shipping costs. The shipping cost will be deducted from the total possible refund amount.
- TO SUBMIT A RETURN REQUEST, CLICK HERE FOR THE RETURN REQUEST FORM
- You do not have to have an account to submit a return request, simply use the same email as checkout, and the order number you have received for your purchase.
- Please allow 1 business day for approval or denial of a return request, and up to 48 hours to receive your return label via email.
- If your request is denied and you have further questions, kindly email firstname.lastname@example.org for more details.
- You must use a 12th Tribe prepaid return label, and you must submit a request before returning. Any item(s) that are returned that do not follow these guidelines will be returned to the sender.
- ALL SALE AND PROMOTIONAL ITEMS ARE FINAL SALE & MAY NOT BE RETURNED FOR EITHER A REFUND OR STORE CREDIT. This includes a sale promotional discount code used at purchase.
- ALL JEWELRY & ACCESSORIES (this includes earrings, necklaces, rings, bracelets, belts, hats (case by case), body jewelry, bags, scarves, bandanas and glasses)
- ALL INTIMATES & SWIMWEAR (swimwear is eligible for gift card only)
- ALL VINTAGE ITEMS (this includes vintage tees, vintage jackets, and vintage thrasher shorts, vintage thrasher jeans)
- ANY/ALL SURPRISE BOX ITEMS
- ANY/ALL ITEMS OUTSIDE OF OUR 15 DAY POLICY
- If you are returning Thrasher Shorts or Thrasher Jeans we are happy to assist you with new sizing when you submit your return. Thank you for your cooperation.
- Please allow us 7-10 business days from when we receive your return to issue refund or store credit.
- Once your return has been processed, you will receive a confirmation email containing either your refund receipt, or store credit.
- Please allow up to 1-3 business days to receive your refund back to the original form of payment. This is dependent on your bank.
Info On Vintage Items
- Disregard sizing on label. Some items (including thrasher shorts) have been re-purposed and resized.
- Some of our vintage items are up to 30 years old. With Vintage and age comes natural wear. Please be mindful of this if you are seeing any coloring or natural distressing
- International customers must cover the cost of international return postage, as well as any additional duties or taxes assessed by customs.
- Once a package is shipped from our warehouse, it is out of our hands if a package is lost. 12th Tribe will not be held responsible. If you feel as though your package has been lost, please submit a claim to USPS here.
- If item arrives damaged, please send an email containing a photo of the damaged item to email@example.com. A customer service representative will assist further. A photo must be sent prior to returning to ensure a full refund, otherwise store credit will be issued.
- If an item states "delivered" but you did not receive, we will need you to confirm your shipping address, as well as check in with your immediate neighbors. We also recommend you contact your local post office in the event that they mistakenly stated the package as delivered, but still have it in their possession. If the package does not turn up with those steps, we must allow 15 business days (excluding holidays and weekends) for the package to show up. If it does not turn up within this time frame, we ask that you email firstname.lastname@example.org for further steps.
- This will be handled case-by-case, thank you for your cooperation.
Damaged After Wearing/Washing
- If an item has been worn and/or tried on, and becomes damaged, 12th Tribe will not be held responsible to replace the item.
- This will be handled case by case; however, we will not be held responsible to replace the item.
Return To Sender
- If a package is returned to us, we will contact you ASAP. With that being said, hang tight while we investigate the issue, and determine what we can do to help!
- If you would like it reshipped or refunded, the package must be returned to us before we do so. You can always repurchase the items and we will refund the ones returned to us once they arrive at our facility. If you have any further questions please direct them to email@example.com
- If an order needs to be cancelled, an email must be sent to firstname.lastname@example.org ASAP before we ship it out. We will do our best to accommodate your needs before shipping. In the event that it is shipped out before we receive notification that the order needs to be cancelled, a return request must be submitted. At that point you will need to return the items according to our policy.
Our office hours are 9am – 5:30pm Mon – Fri (excluding holidays). Please keep this in mind when you are expecting a response 🙂