ORDERING AND PAYMENT
I ordered the wrong items. Can I cancel or change my order after it has been placed?
Unfortunately, we can't edit an order once it has been placed. However, we can try to cancel your order before it ships so you can place another order with the correct items. Please send an email to firstname.lastname@example.org with your order number and a request to cancel your order and we will do our best to assist you.
Who is responsible for international taxes and duties?
Taxes and duties incurred by each country on imported items are the customer's responsibility. Custom fees are based on the total value of the products entering your country. Unfortunately, we have no control over this.
What payment methods do you accept?
You can purchase on our website using a debit or credit card.We additionally offer support for PayPal, Amazon Pay, Apple Pay, and Google Pay.You can choose these payment methods at checkout
SHIPPING & TRACKING
Where do you ship?
We ship worldwide. International customers may choose from a range of shipping options with UPS.
How long do orders take to ship?
Our warehouse team works Monday to Friday. Orders placed on Friday to Sunday will be shipped out the following Monday or Tuesday. While we work very hard to process and ship all orders in 1-2 days, please allow 2-5 business days for orders to be shipped. You can check its website in order to track your order https://www.ups.com/track?loc=en_US&requester=ST/
How can I track my package?
Once you have ordered an item, email us with your order number and we let you know your UPS tracking number, then you are free to search in UPS tracking link: https://www.ups.com/track?loc=en_US&requester=ST/
My tracking information says my package is being returned to the sender. What steps can I take to have the package reshipped to me?
Please email customer service at email@example.com to let us know. We will take care of any issues with the address and reship your package.
My tracking information says my package was delivered but I never received it?
In the rare case that your tracking information shows “delivered” to your address but you never received your package, we ask that you file a “lost” package claim with your carrier:https://www.ups.com/us/en/help-center/claims-support.page?
Once you have filed a claim, send an email to firstname.lastname@example.org with the claim number and we will follow up with the shipping carrier.
RETURNS & EXCHANGES
What is your Return/Exchange policy?
We stand behind the quality of every product we sell. If your purchase does not work out for any reason, you may initiate a return or exchange within 30 days of receiving your order. Products must be unwashed and unworn with original tags. The customer will pay for the return shipping for all US and International orders. Returns can be refunded back to the original payment method or come in the form of store credit. We cannot offer free return shipping for international orders or refunds on Customs or Duties.
All sale items are final and cannot be returned for a refund or exchange. We do not accept returns or exchanges on face masks, face coverings, leggings, underwear or socks.
How do I start a Return or Exchange?
Visit our Returns and Exchanges page to initiate a Return or Exchange.
What is the status of my Return or Exchange?
Please allow 7-14 business days from the time we receive your package to process your return/exchange.
I received the wrong item in my order. What should I do now?
Please send an email to email@example.com with your order number and a photo of the incorrect item we sent you.We will immediately send you the correct item with a prepaid return label so that you can return the incorrect item.
Do you have physical stores?
We currently don't have any physical stores under our brand name. However, we are working on it, but we are just online for now. You can also visit our instagram and Facebook.
What’s the best way to wash my Encrypted NYC gear?
For the best care, we recommend washing on cold or warm and tumble dry or hang dry.
What’s the best way to find out about restocked items?
For specific items you are interested in, go to the product page and you may enter your email address or phone number to be messaged directly when that item is restocked.
The best way to stay up-to-date on general restocks and new product releases is to follow us on our instagram, Facebook and sign up for our mailing list.