FAQ

Frequently Asked Questions

Returns, damage, exchanges and problems

1. I want to return my purchase!  What do I do?

  - If you are not 100% satisfied with the item(s) you purchased, please e mail merchstore@stubbsaustin.com to obtain a RMA number (Return Material Authorization).  A response will be sent complete with the return shipping information.  Please remember to include a copy of the e mail containing the RMA number with a brief explanation of what you'd like us to do.  Also, please remember to write the RMA number on the outside of the returning package.

  - It may take 4 to 5 days for item to get back to our fulfillment center.  Once it's received (usually 72 hours upon entering our facility) your refund should take no longer than 2 business days to process.  Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

2. I'd like to exchange an item for a different size!  What should I do?

  - If you've received your item and it doesn't fit, we will gladly exchange it for a different size, as long as your item does not have stains and has not been washed. Please e mail merchstore@stubbsaustin.com and to obtain a RMA number (Return Material Authorization).  A response will be sent complete with the return shipping information.  Please remember to include a copy of the e mail containing the RMA number with a brief explanation of what you'd like us to do.  Also, please remember to write the RMA number on the outside of the returning package.

3. My item(s) arrived damaged!  What should I do?

  - If any of the items in your package are not intact, or damaged, please e mail merchstore@stubbsaustin.com to obtain a RMA number and therein, briefly describe what you're wanting: either a refund or exchange.  Once we receive your return, we will process your wishes accordingly.

4. Something was missing or wrong in my shipment!  What should I do?

  - If you were sent an item by mistake, or not sent something at all, please contact our customer service department at merchstore@stubbsaustin.com and explain the nature of your problem.  We will get back to you within 2 business days to fix the problem!

 

Shipping 

1. How will my products be shipped?

  - We use FedEx, UPS and the US Postal Service.  We will pick the carrier based on the lowest price and how soon you'd like your package to arrive.

2. How do you calculate your shipping cost?

-  We charge the least amount across each carrier for the delivery window you choose, with a small percentage up-charged, to cover the handling expenses.

3. How soon will my products be shipped? 

-  It takes an average of 2 business days for in stock items to leave our facility.  We will contact you if it exceeds that time frame.