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FAQ

Can you tell me when new products and special promotions are announced?

Yes. The mailing list registration is at the bottom of our home page.  Just enter your email and you will you will receive e-mail updates on new products, sales, exclusive discounts, events and other special announcements.  Don't worry, we won't fill your in box.  You can also follow us on Twiter, Instagram, and like us on Facebook. (find quick links at the bottom of our home page)


What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. 


I found the perfect thing, yay! When will my order ship?

Our talented production staff and office teams work together to produce and fulfill orders in a timely manner. Cut to order items and orders that require customization may take up to 10 business days to ship as we will be crafting the item just for you.  Your patience is appreciated.  You will receive an e-mail confirmation with the tracking information once your order has shipped.

 

Does S T I L L W A T E R offer Gift Certificates/Gift Cards?

Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website.

 

What are my payment options and will my card be charged immediately?

We accept Visa, Master card and American Express.  Yes, your credit card will be charged immediately.

 

What if I need to cancel or change my order?

If for any reason you would like to change or cancel your order, please contact customer service as soon as possible by emailing hello@stillwaterthebrand.com.com or calling (213) 327-0119. We will make every effort to accommodate your request. However, we cannot cancel or change an order once it has been shipped. Customized items cannot be canceled or returned.

 

Is my personal and credit card information safe on your website?

Secure Socket Layer (SSL) encryption is used for every transaction. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

 

Do you ship to PO boxes or APO/FPO addresses?

For consumer protection and fraud prevention, we cannot ship to PO boxes or APO/FPO addresses.

 

If I send my package as a gift, will the recipient receive the invoice?

We can remove the invoice from the package and/or include a handwritten note.   It's the little things!  Please indicate your request in the special instructions section of our order placement screen.

 

What is the Return/Exchange policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused or defective non-sale merchandise may be returned within 21 days after purchase for an exchange or refund. All exchanges/refunds are subject to our inspection. Merchandise received after 21 days will be subject to a 15% restocking charge. Merchandise received after 30 days will only be accepted at our discretion for a store credit. We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange.  Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.  We do not accept returns on products that were not purchased via this website. If you have purchased from an authorized S T I L L W A T E R retailer and you wish to return/exchange/repair your item, you must bring it back directly to the seller. Items purchased at a discounted sale price are final. This includes a promotional code.

Please email Hello@stillwaterthebrand.com in the following format

************************

Customer Name:

Order Number:

Email:

Phone Number:

Return or Repair:

Description:

************************

 Where do I ship my return/exchange?

Returns and exchanges must be mailed to S T I L L W A T E R Return Dept. 719 S Los Angeles St.  #328 Los Angeles, CA 90014. To be properly processed, your return or exchange must be marked with an OLRA code (Online Return Authorization). You can obtain this code by calling our customer service line at (213) 327-0119 or emailing Hello@stillwaterthebrand.com. The OLRA code will be linked to your order.  Pack and seal your box securely, in the original package if possible. We recommend shipping your return or exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 7 business days. If a refund is due, the credit will be issued in the original form of payment. The credit may not show up until your credit card's next monthly billing cycle. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Normal processing time is 24-72 hours.

What if I decide to refuse the shipment or the package is returned to us as undelivered?

If you decide to refuse any shipments from S T I L L W A T E R, you are responsible for original shipping charges, any duties, taxes, and/or customs charges (on both original and return shipments) and the cost of returning the package to S T I L L W A T E R. This amount will be subtracted from your merchandise refund. 

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