Frequently asked Questions
I tried to place an order, but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store. What happened?
This is a common issue that happens to many customers. If you did not get an Order confirmation email, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and that charge will disappear and the money will go back on your card.
I keep getting an error that says, “Zip code does not match billing address.” Why is that?
For your order to go through, you must provide us with the zip-code of where you receive your credit card statements. If you supply the wrong zip-code, your order will not go through.
If you received this error message but you were still charged on your credit card, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card but was unsuccessful. Please give it 48 hours and that charge will disappear and the money will go back on your card.
RETURNS AND EXCHANGES QUESTIONS
How to do a return or an exchange?
We do accept returns and exchanges on all their orders as long as the item is in its original and sell-able condition. We accept exchanges of up to 60 days after purchasing the item. We only accept items in their original, new condition. We are no longer accepting items to be switched in the exchanged process. You can only exchange for a different size or color. If you wish to exchange for a different item, store credit will be issued so you can place a new order with the item you want. Washed items and or with animal hair are not eligible for returns/exchanges.
There is a 30% restocking fee for all seasonal items.
Unfortunately, we do not accept returns on any form of hats due to hygienic reasons. Returns on other products are accepted. All returns and exchanges should be mailed back to:
10115 Canoga Ave Unit D
Chatsworth CA 91311
Note: PLEASE MAKE SURE YOU ADD ORDER NUMBER AND EXCHANGE/REFUND REQUEST INSIDE THE PACKAGE AND PLEASE DO NOT WRITE and/or PASTE PACKING SLIP ON THE BAG. If items are not in stock at the time we receive your item, you will be receiving a refund for it. For all returns and exchanges, the customer is responsible for paying for the shipping in order to send the product back to us. We will cover the shipping in order to send the product back to you if you get an exchange. Also, the shipping amount paid is also not refunded when an item is returned.
I paid for the eBook but I am unable to download it. Can you help me?
For any questions regarding the eBooks, please email Bradleymartynonline@gmail.com and someone will assist you.
How quickly do you process and ship your orders?
DUE TO THE CURRENT CIRCUMSTANCES, THE SHIPPING OF YOUR ITEMS MAY BE DELAYED.
We take pride in our shipping speed. 90% of all orders are shipped out within 1-2 business days! We do not ship orders over the weekends. Any orders placed on the weekends or the holidays will be shipped on the following business day.
UPDATED: Due to the high volume of orders during the Holidays and any sales events, please expect additional delays in the shipping of your orders.
Out of respect for social distancing, we are operating with a reduced staff in-house. Please bear with us as it may take us a few additional days to process and ship your order. Thank you for your support!
During peak sale season, the delivery of your package(s) may take a little longer. Thank you for your patience.
Orders are subject to verification and approval before shipping. If inaccurate or incomplete information was provided, this may cause a delay in processing and shipping your order.
If an item(s) is out of stock, this may cause a delay in processing and shipping your order. Rest assured that you will be notified via email or phone about any changes associated to your order.
How can I track my order status?
Once an order is placed, an email will be sent to each customer with the tracking number and instructions on how to track the order after your order has been shipped.
Note: Please give the tracking number 24-48 hours to update.
How long will it take for my order to arrive?
After your order has been shipped, arrival times on all orders depend on what shipping method was chosen. Please note that we have no control over how fast/route the package is delivered after they leave our warehouse and is in the carriers' possession for delivery.
- USPS Priority Mail Express - 1 Business Day
- USPS Priority Mail - 2-3 Business Days
- USPS First Class Mail - 4-5 Business Days
- USPS Priority Mail Intl - 5- 15 Business days depending on the country
- USPS First Class Mail Intl - 2-5 weeks depending on the country
- DHL - 1 Week depending on the country
The cut-off time for same day shipping for Second Day and Overnight Orders is 9am PST. Any orders placed after that time, will most likely be shipping the following business day.
My tracking says delivered, but I haven't received my package?
RAW GEAR is not responsible for stolen or lost packages, packages sent to the wrong address, or for refunding or replacing packages in these cases. In the event that a package is lost or damaged during shipment, the customer is responsible for filing all claims with the mail carrier. RAW GEAR is not responsible for any package(s) once it is in the hands of the mail carrier.
Do International orders have to pay custom fees?
We at RAW GEAR have no control over custom fees and they can vary widely from country to country. Individual customers are unfortunately responsible for paying any and all custom fees. Please note that refusal of the package and/or return to sender package, the shipping cost will not be refunded as it was used to ship the order.
How to contact us:
If you have any questions about your order, please feel free to call (818)678-9611 or email us at firstname.lastname@example.org. We are open Mon-Fri from 10am to 5pm PST.
What are your customer support hours?
We are open Monday-Friday 10am - 5pm PST excluding holidays and weekends.
Is your ordering system secure?
Yes, we have a very secure ordering system.
What payment methods can I use?
We accept all major credit cards and PayPal.
GEAR & APPAREL QUESTIONS
How often do you restock your apparel?
We restock our apparel depending on the individual items. Please follow @rawgear on Instagram for more updates.
Do you have a sizing chart?
Different products have different sizing in regard to the fitting requirement. We usually state in the product description how the items fit. Please feel free to call us at (818)678-9611 for advice on sizing.