Made to order items (that have the lime green “Made to Order” sticker on the product listing) take 8-12 weeks to be produced and shipped out.
Pre-order items that require minimum order quantities to be met take 3-5 months to be produced and shipped out.
Any order containing made to order or pre-order items will be held to ship until all items in the order are ready, so if you’re ordering ready to ship items make sure you’re willing to wait for them! Otherwise we advise making two separate orders so each set of items ships when it’s ready.
SHIPPING
If you notice that your address is incorrect before your order has shipped (typically even if you have received an email notifying you that it is “ready to ship”) you can contact us at any point and we will likely be able to change the address before it is shipped, just include your name, new address, and order number in your first email to us.
Domestic orders are shipped through USPS or UPS and take on average 3-7 days of transit before they reach their destination.
International orders are shipped through various carriers (usually starting with the USPS) and typically take 7-21 days of transit before they reach their destination. International
Shipping costs can be previewed at checkout – just add your address and the items you want to purchase to your cart to see a preview of the final cost.
If you need a product sooner than our advertised times, please contact us ahead of time to make sure we can accommodate your request. We cannot guarantee items arriving by a specific date unless we’re contacted beforehand to know about the desired date of delivery, and once an item has been handed to a mail carrier it’s out of our hands. We also cannot expedite orders after they’ve been placed, and expediting an order may incur an extra fee.
International customers may have to pay VAT/import fees upon receiving their package. Due to the size of our business and the variation of these fees we do not cover these ahead of time and they are the responsibility of the customer.
RETURNS/EXCHANGES
Please double check the size chart & item description for more size info before buying—if you have any questions you can contact customer service for sizing advice!
If you need a different size or would like to return an item, please email us within 14 days of receiving your package athello@shoptrashqueen.com and we can hook you up with an exchange or store credit, sent after the item is returned to us.
All domestic orders are eligible for free returns, but unfortunately due to the size of our business international orders will have to pay for return shipping.
After we figure out what you need, we’ll send you a return label and once the item is returned to us we will either start a new order for you to track your exchange, or send store credit/refund once we examine the item.
Items returned with damage or stains may incur only partial store credit/refund.
Please keep in mind that any exchanges for a new size or different item will restart your order’s production time!
CANCELLATIONS
Orders can be canceled for a full refund any time before the order has been put into production. Orders canceled after the item is in production will receive store credit.
Custom orders cannot be canceled or refunded after the order has been started. Custom orders are also ineligible for regular returns/exchanges.
LOST/MISSING PACKAGES
Once a package has been shipped and is in the hands of the mail carrier, we are no longer responsible for its voyage to you. If you are concerned about tracking, the speed of an item’s journey, or if you feel that an order has gotten lost, please contact the mail carrier for more information.
If you have given us an incorrect address and you notice this mistake after the item has been shipped, we will wait for the mail service to return the package to us. Once it’s returned, we will send you an invoice for the new shipping amount (keep in mind this could be different than the flat rate you originally paid at check out—this will reflect the actual cost of shipping) and then once that is paid we will ship it out again to the correct address.
If your order was sent to the wrong address and is not returned to us, we recommend contacting the mail carrier to get more information and they can help you locate the package.
If you’re concerned about your package being misdelivered or stolen, you can contact us and pay a small fee to ensure your package must be signed for any time before your item is marked “ready to ship”.
If your order is returned to us as undeliverable or incorrect address, and we don’t hear back from you, our policy is to reach out via email to see what you would like to do about the order and then proceed accordingly. If we don’t hear back from you (we try to be pretty persistant about this), we will consider the order completed and return those items to our stock.
