FAQs

 

WHERE CAN I FIND MORE INFORMATION ON YOUR RESPONSE TO THE CORONAVIRUS CRISIS?

The health and safety of our staff and customers is our top priority. In our online fulfillment center, we have taken a number of precautions to prioritize the health and well-being of our fulfillment crew, including: hand sanitizer throughout the facility; gloves available for all workers; reduced number of ship stations to ensure safe distancing between employees; staggered employee breaks to allow for social distancing in break areas; deeper, more frequent cleaning of equipment and ship stations; setting returned items aside for at least 48 hours; and suspended any non-essential site visits. We continue to monitor the situation daily with our facility, applying new CDC and WHO guidelines as they are released. 

Additionally, we have closed our three retail stores for the foreseeable future. With heavy hearts, we temporarily laid off our retail staff, paid out their PTO, and continued to cover their health insurance. We hope to re-open stores later this summer, once it is safe to do so.

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Q: HOW DO I CONTACT YOU?

A: The best way to get hold of us is by emailing Customer Care at hello@wildfang.com. ^ Return to top

 

Q: WHY IS MY DISCOUNT CODE NOT WORKING?

A: Unless otherwise noted, discount codes do not work on any final sale merchandise, or shipping costs. A hefty majority of our codes have expiration dates or can only be used once per customer. You can always refer to the email you received with the code to read any exclusions and see if there is an expiration date. Still having trouble? Feel free to email hello@wildfang.com

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Q: HOW MUCH IS SHIPPING?

A: Good question! Check out our rates:

U.S. ORDERS

Under $50: standard domestic shipping on orders under $50 is $8.
Over $50: standard domestic shipping on orders over $50 is free. That’s right, free!

We offer 2 express shipping options for domestic orders:

Two-Day Shipping: $20, order must be placed before 12:45pm PST to have your order 2 business days after placement. No weekend delivery option available.

*please note, all PO box addresses can only be shipped with USPS priority and are not eligible for expedited shipping. All orders placed after 12:45pm PST will be sent out the next business day.
 

INTERNATIONAL ORDERS*

Don’t see your country listed as a ship-to option? Shoot us an email at hello@wildfang.com and we will see what we can do!

Under $175: express international shipping on orders under $175 is $25.
Over $175: express international shipping orders over $175 is free. That’s right, free!

*All applicable customs and import duties, fees, taxes, and any other charges and fees are the responsibility of the customer (even if you refuse a shipment upon delivery). We will ship your packages DDU (“Duties and Taxes Unpaid”). We do not collect the VAT, duties, and/or taxes at the time of sale and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear Customs. To estimate your import duties, enter your cart details into the following link: Duties Calculator.

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Q: HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

A: Good question! Check out our expected shipping times below:

PLEASE NOTE THAT THERE MAY BE SHIPPING DELAYS DUE TO THE COVID-19 CRISIS.

    • Orders generally ship within 48 hours of being placed, but processing can take up to 3 or 4 business days.
    • U.S. orders ship via USPS Priority Mail, depending on weight and destination. The warehouse is located in Kentucky. For U.S. orders, please allow 3 to 7 business days for standard delivery.
    • International orders ship via DHL, with an estimated shipping time of 2-5 business days, dependant upon your country's carriers and customs. 
    • Two-day and overnight orders ship via UPS. Orders must be placed by 12:45pm to be received in proper delivery window. Orders placed after 12:45pm will be sent out the next business day. Please note that UPS does not ship or deliver on weekends. 
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Q: CAN WILDFANG SHIP TO P.O. BOXES, ALASKA, HAWAII, OR APO/FPO ADDRESSES?

A: Yep. These orders will be shipped via the U.S. Postal Service. Please allow 3-15 business days for arrival to P.O. Boxes, 6-16 business days for AK/HI orders and 6-16 business days for APO/FPO orders. ^ Return to top

 

Q: HOW DO I TRACK MY ORDER?

A: We’ll send you an email confirmation with your tracking number once your order ships. If you didn't see a confirmation email, try checking your spam or promotions folders. To prevent our emails from being blocked by spam filters or firewalls, add shop@wildfang.com to your approved senders list. When you place an order with us, you should receive a confirmation email once your order is placed, and again once your order ships. You can also log into your account anytime to check your order status.

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Q: CAN I CHANGE, CANCEL, OR ADD ANOTHER ITEM TO MY ORDER?

A: Because our orders ship very quickly, we are unable to change or cancel orders once they have been placed. While we cannot add items to an existing order, we are happy to waive shipping fees on a new order so long as it is placed within 24 hours of your original order. Just email us at hello@wildfang.com.

We are able to make a one-time price adjustment within 72 hours of original purchase. Unfortunately we are not able to apply coupon codes after a purchase is made.

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Q: WHAT IF MY ITEM IS DAMAGED OR DEFECTIVE?

A: Oh, no! That’s embarrassing! If it came that way, we wanna fix it ASAP. Shoot us an email to hello@wildfang.com with photos for our records and we’ll make some magic happen.

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Q: WHAT IS YOUR RETURN POLICY?

A: Returns are super easy. Just follow these steps to send your items back to us along with your invoice.

      • All items must be in brand new, unworn, unwashed and in original condition
      • All items must be postmarked to Wildfang within 30 days of purchase.
      • Items marked as “Final Sale” or “Markdown” may not be returned or exchanged.
      • Returns made at our retail locations may be eligible for store credit. Please note that store credit expires after 18 months.
      • Original shipping charges are not refundable
      • Invoice must be included in return package.
      • We do not accept returns for swimwear, underwear, bras, used, or damaged items.
      • We will process your return within 7-10 days of receiving it. Then it usually takes your bank 3-4 business days to apply the refund to your account.

Please note, by placing an order at Wildfang, you are responsible for the cost of return shipping back to Wildfang.

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Q: DO YOU GIVE BACK?

 A: Yes! In 2018 and 2019 we gave over $400k to charity, and we're just getting started for 2020! We are proud to have supported ACLU, Planned Parenthood, Joyful Heart, New Avenues for Youth, Southern Poverty Law, Tegan & Sara Foundation, I Am That Girl, Q Center, Girls Inc, RAICES, and many more.

*please note, Wildfang is an independent retailer donating proceeds to the charities above and is not an affiliated entity.

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Q: HOW DO I UNSUBSCRIBE FROM THE MAILING LIST?

A: Is your inbox flooded? We get it! Simply click on the “Unsubscribe” link on the bottom of any of our emails, or email us at hello@wildfang.com and we’ll get you sorted.

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