FAQ
Order Issues
Can I change the email address to my order?
Sure can! Please email Customer Care @ thehomiecollectivesmerch@gmail.com with your order number, original email address, and the updated email address so that we may make that change for you.
I have my order, and there's something wrong!
We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. Your satisfaction and happiness is our top priority and we will gladly assist you with any issues with your order. Please contact Customer Care @ thehomeicollectivesmerch@gmail.com or via our contact page, within 14 days of delivery so that we may help you further. You may be required to provide photos of your items in order for us to best assist you.
I received the wrong package / I am missing items :(
We’re so sorry for the confusion with order! Please email customer Care with your order number and pictures of the following: the shipping label on your package, the order packing slip, if applicable, and a picture of the products you did receive.
Please note that all order issues must be reported within 14 days of delivery.
Can I change an order after placing it?
Unfortunately orders can not be modified after placing the order. Orders can be cancelled within 24 hours of placing the order, once processing/packing has not begun. Please reach out to our care team via the contact page or email for assistance.
Shipping & Delivery
When will my order ship out?
Our products usually ship within 3-5 Business days (business days do NOT include weekends or holidays) However, if we have a new launch, orders may take a bit longer to process, your patience is appreciated! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
Tracking hasn't moved for days
Tracking labels are created as part of the processing procedure and does not necessarily mean that the item has shipped.
Alternatively sometimes the item is en route and the tracking isn't updated accordingly by the shipping companies.
Please ensure you wait the full 14 business days before reaching out to customer care for assistance.
Tracking says delivered, but I haven't received anything.
Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime.
If you do not receive your order in 2-3 business days after "delivery", please email customer care, within 5 days of the last tracking update, with your order number and tracking information so that we can assist you further.
Delays: Delivery and Returns
We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS, it may encounter delays during its journey. There can also be issues will packages being undeliverable by USPS and returned to our HQ.
Please note, TheHomieCollectives is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.
Please allow our full shipping times to pass before reaching out to customer care.
For returned orders, please note that we will issue a full refund for your order once it is received at our HQ. We are unable to process a refund for a returned order until we physically receive the package. We apologize for any inconvenience!
Why did my order arrive in different packages?
An order may arrive in multiple packages depending on what was ordered. Some items are stocked in our held inventory, while others are stocked in our distribution partners inventory.
Returns & Refunds
How refunds work
Refunds are issued to the original form of payment used on an order in the event that your order:
- Is canceled by TheHomieCollectives
- Your item(s) sold out since your order was processed
- The item(s) proved to be received damaged, defective, or incorrect
TheHomieCollectives will take 2-5 business days to clear your refund once received. Depending on your financial institution, the refund amount may take up to 10 business days to post to your account.
TheHomieCollectives has the right to refuse any returns/refunds outside of the above terms.
Returns
TheHomieCollectives may request a return of product during a refund request. Returns may be customer paid. Please reach out to customer care for return information.