Once we receive payment for your order, you will receive a confirmation email, sent to the email we have on file, that your order has been received. From then, your order will be processed within 3-5 business days, not including weekends or holidays. *During the holiday season or during special promotions, shipping times may be longer.
Once your order ships, you will receive an email with tracking information. Please allow 24 hours for the tracking number to update according to UPS or USPS. After 24 hours, you will see an estimated delivery time for your order.
* Once your package is picked up/shipped by UPS or USPS, we do not take responsibility if estimated delivery times are changed, as this is done by the third-party carrier company and we do not control this decision.
- ** If your order states DELIVERED and it has not been, please allow 48 hours from the stated delivered time for the carrier to complete delivery. Sometimes UPS or USPS mark packages as delivered when they have not actually been received.
*** If your order has not been delivered after that point, please email SUPPORT@ACALCLOTHING.COM and we will help you!
For all size changes prior to shipping, your order will be canceled so you can reorder the correct size. For all size changes after an order has shipped, we will provide the forms required for return / exchange. Please be sure that you select the proper size at checkout. If a size is not selected our website will default to size small.
For all fulfillment errors, we require photos of the wrong item(s) received. Once we receive these, a reshipment will be created. If an item is missing, no photos will be required.
For all Defect Reshipments, we are not able to change the size of the defective item. All defect reshipments will be replaced with the ORIGINAL size and product ordered, as long as inventory allows.
If you receive a product that has a defect please reach out to us immediately and we will help resolve the issue. Please include a photo of the defect in your email to us.
Return to sender reshipments will require an address confirmation. We will also require the customer to reach out to the carrier responsible for delivery and inquire as to why the delivery failed. Once we have all the information, we will make a decision regarding a reshipment.
Delivery to Hotel, Motel or temporary addresses. These addresses are unpredictable as far as completing delivery successfully. We will ship to them, but if delivery fails, we will require an alternate address to reship to.
We do not offer order pick up for any order on site for any reason. We are a small team and don’t have a storefront to be able to accommodate pickups. Thanks for understanding.
When the requirements are met to receive free shipping, this will only be honored for domestic orders, U.S. P.O. Boxes and APO, FPO and DPO destinations.
For all international shipping, we ship everywhere. To check international shipping rates, please proceed through checkout to see an estimate on the shipping rates. Delivery times are longer for international orders. Please keep in mind that there may be delays and that we have no control over carriers delivery times.
All international shipping customs fees are the responsibility of the customer and are not calculated at checkout.
LOST PACKAGE / DELIVERED NOT RECEIVED:
All claims for lost packages must be made directly to the carrier by the customer, including obtaining any issues the carrier may have had with the delivery address. Once a claim is made with the carrier and five (5) business days, not including weekends and holidays, have gone by without completion of delivery, a reshipment can be made as a one-time courtesy. In addition, the reshipment will require an address confirmation and / or an alternate address to be provided by the customer. If, for any reason, delivery fails a second time, a refund will be issued.
RETURN / EXCHANGE POLICY:
All returns / exchanges must follow the policies we have outlined below.
All items must not be washed.
All items must be returned / exchanged within 30 days of delivery.
No smoke, cologne, perfume or pet hair can be present.
No return labels are not provided and all shipping costs are the responsibility of the customer.
If the item being requested for exchange is out of stock, an email will be sent requesting an alternate in stock item to be chosen by the customer to replace this. We can not choose for the customer. If we do not hear back within five (5) business days, a refund will be automatically issued.
All exchanges must be for products of equal or lesser value, no exceptions.
Once we receive a return / exchange and it has been processed by us, you will receive an email confirmation.
When sending the item(s) back to us, it is required that the customer keep the tracking information provided by the carrier and have it accessible at all times. This is to ensure we have received the package and it was not lost in transit. Without the tracking information, if the package is lost by the carrier, we will not be able to further assist you
Issues with packages that are in transit:
- If the shipping label has been created and the order has shipped with an incorrect address, the customer is responsible for contacting the carrier ASAP to try to redirect the delivery.
- If the delivery is delayed, the customer is responsible for contacting the carrier for insight into the delay as ACAL CLOTHING has no control over delivery times.
- If a package is labeled as delivered and it has not been, the customer must contact the carrier to ask why delivery failed and file a claim with the carrier for a lost package before ACAL CLOTHING is able to further assist the customer.
RTS / RETURN FOR REFUND / DEFECT RETURN SHIPPING COST:
-If an order is “Returned To Sender” due to the carrier being unable to complete delivery for any reason and the customer requests a refund, ONLY the items in the order will be refunded. The shipping costs for the original order will NOT be refunded.
-If the item(s) in the order have any defects and a photo is provided after the customer requests a refund, the entire order including shipping costs will be refunded as long as the defect is recognizable.
LOST PACKAGE / FAILURE TO UPDATE TRACKING LINK:
-In order for a package to be considered lost in transit the tracking link must have no activity updates for 10 business days, not including weekends or holidays. The customer will be required to file a claim with the carrier and either verify their shipping address or provide an alternate shipping address prior to any reshipments being created.
-Quite often the package will eventually show up, if it does you can refuse delivery for free return shipment.
RECEIVED WRONG ITEM(S):
-If an item or items are received in an order that are incorrect (wrong size or wrong item) a photo showing both the entire product and the tag must be provided to customer service prior to any reshipments being created.
14553 W EDISON DRIVE
NEW LENOX, IL 60451
- Include what you need, (different size, different shirt or refund)
- Please email us stating you sent back your order so we can keep an eye out for it!
- Exchanges and Returns will be handled in a timely manner!