FAQs

WHAT METHODS OF PAYMENTS ARE ACCEPTED?

WE ACCEPT PAYMENT BY CREDIT AND DEBIT CARD (VISA, MASTERCARD, AMERICAN EXPRESS AND DISCOVER), PAYPAL, APPLE PAY, AND SEZZLE.

 

HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?

ALL ORDERS ARE PROCESSED AND SHIPPED WITHIN 10-15 BUSINESS DAYS UNLESS THE SPECIFIC PRODUCT DESCRIPTION STATES OTHERWISE. THE CUSTOMER IS EMAILED A TRACKING NUMBER WHEN THE ORDER SHIPS. DOMESTIC ORDERS TYPICALLY ARRIVE WITHIN 1-5 BUSINESS DAYS AFTER THE ORDER HAS SHIPPED, EXCLUDING SUNDAYS, FEDERAL HOLIDAYS, AND UNANTICIPATED SHIPPING DELAYS. TIMELINES FOR ARRIVAL DEPEND ON DOMESTIC LOCATION. DELIVERY DELAYS ARE NOT COMMON BUT CAN OCCUR AND ARE NOT CONTROLLED BY OFFSET|SHWA. PLEASE NOTE, SOME DOMESTIC ORDERS OVER $100.00 MAY REQUIRE A SIGNATURE FOR DELIVERY. IF AN ATTEMPTED DELIVERY NOTICE IS LEFT BY THE SHIPPING COURIER, PLEASE FOLLOW UP FOR REDELIVERY OR PICKUP INSTRUCTIONS. OFFSET|SHWA CANNOT SCHEDULE REDELIVERY ATTEMPTS.

INTERNATIONAL DELIVERY CAN TAKE UP TO 5-21 DAYS AFTER IT IS SHIPPED. THESE TIMELINES DEPEND ON YOUR COUNTRY'S PROCESSING, CUSTOMS, AND DELIVERY PROTOCOLS.

CUSTOMERS WILL BE RESPONSIBLE FOR RE-SHIPPING FEE ON ALL RETURNED PACKAGES DUE TO WRONG ADDRESS INFORMATION.

 

WHAT SHIPPING COMPANY DO YOU USE, WHERE DO YOU SHIP TO, AND HOW CAN I TRACK MY ORDER? 

DOMESTIC AND INTERNATIONAL ORDERS ARE SHIPPED VIA THE UNITED STATES POSTAL SERVICE (USPS), FEDERAL EXPRESS, OR DHL.  OFFSET|SHWA SHIPS TO P.O. BOXES AND U.S. MILITARY BASES IN ADDITION TO RESIDENTIAL AND BUSINESS ADDRESSES.

PLEASE MAKE SURE THE ADDRESS IS ENTERED IN ENGLISH AND CORRECTLY FORMATTED TO AVOID RETURNS. TRACKING NUMBERS ARE EMAILED WHEN THE ORDER SHIPS. ONCE ITEMS ARE SHIPPED, CUSTOMERS MAY TRACK THE PACKAGE VIA THE SHIPPING CARRIER INDICATED IN THE SHIPPING NOTIFICATION EMAIL.

ALL INTERNATIONAL ORDERS ARE SHIPPED WITH TRACKING INFORMATION TO ENSURE THEIR ARRIVAL. INTERNATIONAL SHIPPING PRICE HAS BOTTOM PRICE TO SHIP IN PARCEL. PLEASE BE AWARE THAT INTERNATIONAL SHIPMENTS MAY BE CHARGED ADDITIONAL CUSTOMS DUTIES AND TAXES NOT INCLUDED IN THE BASE SHIPPING COSTS. THESE FEES ARE DETERMINED BY THE RECEIVING COUNTRY BASED ON ITEM TYPE AND DECLARED VALUE.  OFFSET|SHWA MAINTAINS NO CONTROL OVER ANY ADDITIONAL DUTIES AND FEES ASSESSED. CUSTOMER IS RESPONSIBLE FOR PAYMENT OF ANY CUSTOMS FEES.

 

MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?

OUR SELLER AND BUYER PROTECTION POLICIES DO NOT ALLOW FOR ADDRESS CHANGES. PLEASE DOUBLE CHECK THE ADDRESS BEFORE COMPLETING THE ORDER AT CHECK OUT, MAKING SURE APT, UNIT, OR SUITE NUMBERS ARE INCLUDED. IF AN ADDRESS WAS ENTERED IN ERROR, PLEASE EMAIL SALES@SHWAINC.COM  WITH THE ORDER NUMBER AND CANCELLATION REQUEST. WE WILL CANCEL THE ORDER ALLOWING CUSTOMERS TO REORDER AND INPUT THE CORRECTED INFORMATION. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED. 

 

I RECEIVED THE WRONG ITEM(S), WHAT DO I DO?

IF FOR ANY REASON YOU BELIEVE THAT YOU RECEIVED AN ITEM THAT WAS NOT WHAT YOU HAVE ORDERED ORIGINALLY, PLEASE EMAIL US WITH A PHOTO PROOF TO SALES@SHWAINC.COM WITH YOUR ORDER NUMBER. OFFSET|SHWA WILL NEED THIS INFORMATION TO VALIDATION OF AN INCORRECT ORDER. ONCE THE CLAIM IS APPROVED, THE RETURN LABEL(S) FOR THE INCORRECT ITEM(S) WILL BE SENT VIA EMAIL WITHIN 3 BUSINESS DAYS. THE CUSTOMER(S) WILL BE RESPONSIBLE FOR SAFELY SHIPPING THE ITEM(S) BACK IN ITS ORIGINAL PACKAGING. PACKING INSTRUCTIONS WILL BE PROVIDED BY OFFSET|SHWA TO ENSURE THAT THE PACKAGE(S) ARE SAFE FROM ANY FREIGHT DAMAGES.

 

HOW CAN I CANCEL MY ORDER?

ORDER CANCELLATION REQUESTS SHOULD BE MADE AS SOON AS POSSIBLE AS SOME ORDERS MAY SHIP THE SAME DAY.  WE ARE UNABLE TO CANCEL ORDERS WHICH HAVE BEEN SHIPPED AND ARE EN ROUTE TO THE CUSTOMER. 

 

I RECEIVED MY TRACKING NUMBER BUT IT’S NOT UPDATING, COULD YOU LOOK INTO IT?

TRACKING NUMBERS CAN TAKE UP TO 48 HOURS BEFORE UPDATING. IF AN UNUSUAL AMOUNT OF TIME PASSES BEFORE SHOWING AN UPDATE, PLEASE CONTACT US AT SALES@SHWAINC.COM

 

MY PACKAGE SAYS ‘DELIVERED’ BUT I DO NOT HAVE IT, WHERE IS IT?

SHIPPING COURIERS SCAN PACKAGES "DELIVERED" AFTER THE MAIL CARRIER DELIVERS. IF YOU RECEIVED A "DELIVERED" STATUS BUT BELIEVE IT IS HAS NOT BEEN DELIVERED, PLEASE FOLLOW UP WITH THE USPS POSTAL DELIVERY PERSONNEL, POST OFFICE OR OTHER COURRIER USED FOR THIS DELIVERY FOR FURTHER INFORMATION. WE ALSO SUGGEST FOLLOWING UP WITH PERSONS IN THE HOME, RESIDENTIAL COMPLEX, ETC. WHO MAY HAVE RETRIEVED THE ITEM ON YOUR BEHALF. 

 

I MADE A MISTAKE ON MY ORDER. CAN I CHANGE THE SIZE OR ADD ITEMS TO MY CURRENT ORDER?

UNFORTUNATELY, WE CANNOT MAKE SIZE CHANGES OR ADDITIONS TO EXISTING ORDERS. IF A SIZE CHANGE IS NEEDED, PLEASE CONTACT US AT SALES@SHWAINC.COM WITH THE ORDER NUMBER AND REQUEST AN ORDER CANCELLATION. THE ORDER CAN BE CANCELED ALLOWING CUSTOMERS TO REORDER THE PREFERRED SIZE AND/OR ADD ADDITIONAL ITEMS. PLEASE NOTE, WE CANNOT CANCEL ORDERS ONCE THEY HAVE BEEN SHIPPED. 

 

DO YOU RESTOCK ITEMS ONCE SOLD OUT?

IN MOST CASES WE DO NOT, HOWEVER THERE ARE SITUATIONS WHERE WE HAVE A LIMITED RESTOCK. ALL RELEASE AND RESTOCK INFORMATION IS SENT VIA OUR MAILING LIST AND SOCIAL MEDIA. WE SUGGEST SIGNING UP FOR THE MAILING LIST FOR PRODUCT RE-RELEASE UPDATES. SIGNING UP IS THE BEST WAY TO STAY CURRENT OF ALL PENDING RELEASES AND OTHER UPDATES.

 

HOW DO SALE ITEMS WORK?

ITEMS PURCHASED ON SALE ARE FINAL SALE - NO EXCEPTIONS. REFUNDS, EXCHANGES, AND RETURNS ARE NOT OFFERED ON FINAL SALE ITEMS. PLEASE SHOP WISELY.

 

DOES OFFSET|SHWA ACCEPT REFUNDS?

WE MAINTAIN A STRICT NO REFUND POLICY. REFUNDS ARE NOT ALLOWED UNLESS IT IS DUE TO A MERCHANDISE DEFECT. ALL CLAIMS MUST BE MADE WITHIN 5 DAYS OF DELIVERY. ANY CLAIMS OUTSIDE OF THIS TIMEFRAME WILL NOT BE ACCEPTED, NO EXCEPTIONS. PLEASE CONTACT US AT SALES@SHWAINC.COM AND PROVIDE AN ORDER NUMBER AND A DETAILED EXPLANATION OF THE ISSUE. REFUND REQUESTS ARE HANDLED ON A CASE BY CASE BASIS. 

 

CAN I MAKE AN EXCHANGE/ITEM RETURN?

OFFSET|SHWA WILL GLADLY OFFER AN EXCHANGE/ITEM RETURN IN THE FORM OF STORE CREDIT, ONLY. 

EXCHANGE/ITEM RETURNS ARE AVAILABLE WITHIN 5 DAYS OF DELIVERY. CUSTOMER MUST CONTACT US AT SALES@SHWAINC.COM WITHIN THIS TIME FRAME TO MAKE THE REQUEST. PLEASE INCLUDE THE ORDER NUMBER AND REASON FOR THE REQUEST. ITEMS MUST BE IN NEW AND UNWORN CONDITION WITH TAGS ATTACHED. CUSTOMER IS RESPONSIBLE FOR ALL SHIPPING COSTS TO RETURN ITEM(S) TO OFFSET|SHWA. DUE TO HEALTH AND SAFETY REASONS, WE DO NOT OFFER EXCHANGES OR RETURNS ON SHOES, SOCKS, HEADWEAR, MASKS, RUGS, OR UNDER GARMENTS. WE DO NOT HOLD ITEMS FOR PURCHASE. ALL PURCHASES ARE ON A FIRST COME BASIS. PLEASE ALLOW 3 BUSINESS DAYS TO PROCESS PACKAGES RECEIVED. AFTER PROCESSING, THE STORE CREDIT CODE WILL BE EMAILED TO THE CUSTOMER. THE STORE CREDIT WILL ONLY INCLUDE THE COST OF THE ITEM(S) AND ANY APPLICABLE TAXES PAID (CALIFORNIA RESIDENTS). INITIAL SHIPPING CHARGES ARE NOT CREDITED. STORE CREDIT DOES NOT EXPIRE AND CAN BE USED TOWARDS ANY FUTURE PURCHASE. 

 

HOW DO I CONTACT SOMEONE AT OFFSET|SHWA? 

ALL INQUIRIES CAN BE SENT TO SALES@SHWAINC.COM. PLEASE ALLOW UP TO 24-48 HOURS TO RESPOND TO EMAIL CORRESPONDENCE. EMAILS ARE ANSWERED MONDAY - FRIDAY BETWEEN 8:00 A.M. - 5:00 P.M. PST. EMAILS RECEIVED ON WEEKENDS AND HOLIDAYS WILL BE ANSWERED THE NEXT BUSINESS DAY. IF THE INQUIRY IS REGARDING AN EXISTING ORDER, PLEASE MAKE SURE TO INCLUDE THE ORDER NUMBER AND A MESSAGE TO EXPEDITE THE RESPONSE AND RESOLUTION.  PLEASE NOTE, SENDING MULTIPLE EMAILS WITH DIFFERENT MESSAGES, MAY SLOW DOWN THE RESPONSE TIME.  WE ENCOURAGE CUSTOMERS TO SEND ONE MESSAGE PER ORDER INQUIRY.