Shipping & Returns
Shipping Policy
All products are shipped out after fulfillment. We take about 2-7 business days to create and fulfill apparel products (t-shirts etc.) and 2-5 business days for non-apparel (posters etc.) products.
Fulfillment time is the time it takes to make your custom-ordered product. Our fulfillment time is calculated in business days, and it’s 2–5 business days for all production techniques. Then you should add shipping times on top of that. Speed and price depends on product type and destination.
​
NOTE: Fulfillment time doesn't include shipping.
97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.
Here are our estimated shipping times:
USA: 5-8 business days
Canada: 6-12 business days
World: 10-20 business days
International shipping:
International shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees.
The estimated delivery time (EDT) is just an estimate, not a guarantee. Here are some of the reasons why an order might arrive past its EDT:
​
-
Issues with print or embroidery files
-
Products being out of stock
-
Shipping related delays like failed delivery attempts, service disruptions, or harsh weather conditions
Nonetheless, we work hard to meet our delivery estimates with each order.
If you’re ever in a situation where the EDT has passed, please wait a bit longer. Then, once 5 business days have passed, get in touch with us via email or chat, and we’ll take a look.
​
Estimated delivery time (EDT) is our delivery time prediction. We follow a simple equation to calculate EDT:
​
estimated fulfillment + estimated shipping = estimated delivery time
Order never arrived:
If your order didn't end up arriving, be sure to let us know! First, check your shipping confirmation and check that you had entered the correct address.
If the address was incorrect, we'd be happy to send you another order to the correct address, however, it will have to be at your cost.
If the shipping address was correct, get in touch with us at info+shipping@filamgear.com making sure you provide the order number. We'll see what can be done.
I would like to change my order, what can I do?
Orders can be amended within the first 24 hours after they have been placed. After that, fulfillment will have started and we can no longer make any changes. To request an edit to your order, please contact info+changeorder@filamgear.com with your order number and specific request.
Return & Exchange Policy
You MUST contact us before returning any products at:
​
Our return policy lasts 14 days. If 14 days have gone by since your items have been delivered, unfortunately we can’t offer you a refund or exchange. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Damaged or defective items:
The last thing we want is for your to be stuck with a damaged item. If an order arrives damaged, or the print appears to be off (mis-alignment, discoloration, or another error) then please get in touch with your order number, description of the problem in detail, and a picture of the product within 14 days of receiving the product. We will do our best to ship out a corrected product right away!
Wrong size:
If you're unhappy with the size you've received, first check that the size stated on the garment matches the size stated on the sizing chart in the FAQ. Though rare, it's possible that the garment was mislabelled. Let us know and we'll get you sorted out.
If you'd like a different size, get in touch with us at: info+returns@filamgear.com
and we will determine options. Additional charges such as restocking fees or shipping fees may apply. As stated above, you must provide the associated order number for the request.​
We do not refund orders for buyer’s remorse with the exception of Brazil. Customers residing in Brazil who regret a purchase must contact our us within 7 consecutive days after receiving it. The customer must provide the order number and a picture of the item with expressing their will to return the item . The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
Notification for EU consumers:
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
​
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore, Filam Gear reserves rights to refuse returns at its sole discretion.
​
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Send all returns to*:
11201 Ed Brown Rd.
Charlotte, North Carolina, 28273
​
* Disclaimer: This address is used only for product returns. All other types of correspondence (notices, letters, etc.) sent to this address will be returned to the sender.