FAQ

PAYMENTS AND REFUND POLICY

My credit card isn't working. What should I do?

We accept a wide range of cards, but it's important to note that some may not be compatible with our payment platform. To ensure a successful transaction, please double-check that your billing address and zip code are accurate and match the details associated with your credit card. Incorrect information may lead to payment issues.

If you encounter any problems, we recommend re-entering your billing information followed by the payment details to see if it processes correctly. If the payment still doesn't go through, it's possible that our system doesn't support the specific card you are using (e.g., Visa Debit or Discover card).

As an alternative solution, you can try adding your card to Shopify Pay or Google Pay, which might facilitate the payment process and provide a smoother checkout experience.

Damaged or Defective Items

The manufacturing process is a harmonious collaboration of human expertise and cutting-edge technology in our meticulous manufacturing process, dedicated to crafting a unique product exclusively for you. Our diligent teams take pride in ensuring the utmost quality of each item before it leaves our facility.

Throughout the journey of sewing, embroidery, fulfillment, and delivery, there are various touchpoints involved. As a result, your garment may encounter minor imperfections like specks of dust, stray threads, sewing oil, or faint marks caused by embroidery hoops. However, there's no need to fret as most of these slight flaws can be easily resolved with a regular wash using traditional detergents or stain removers.

In the unlikely event that any imperfection persists even after washing, we are here to assist you. Please reach out to us at info@rebeldtso.com and provide the following information:

Your order number
Name used for the order
Email associated with the order
A clear photograph showcasing the affected area after washing

For damaged, defective, or incorrect items, kindly use the same email address info@rebeldtso.com and include the details mentioned above. It's essential to include clear pictures of the defective or damaged area, preferably taken on a flat surface with the tag and error prominently displayed. This information will aid us in promptly addressing your concern and improving our processes to avoid similar issues in the future.

Please note that this policy is valid for 30 days after the tracking status indicates the item has been delivered. If more than 30 days have elapsed since your purchase, we regret to inform you that we cannot offer a refund or exchange. In case of applicable situations, we will gladly replace items that are found to be defective or damaged.

RETURN AND EXCHANGE POLICY

Can I change the color or add to my order?

All orders are final sale once submitted and may not be changed, cancelled or updated.

Damaged or Defective Items

In the unlikely event that any imperfection persists even after washing, we are here to assist you. Please reach out to us at info@rebeldtso.com and provide the following information:

Your order number
Name used for the order
Email associated with the order
A clear photograph showcasing the affected area after washing

SHIPPING, TAXES, AND DUTIES

How long will it take for my order to be shipped to me?

Our shipping timeframe is 4-6 weeks. Although we strive to ship all orders within this period, please note that unforeseen processing delays beyond our control may happen, and as a result, we are unable to provide definite assurances on specific shipping dates.

Can you redirect an order to a different address?

Once your order has been dispatched, we regret to inform you that we are unable to redirect it to an alternate address.

What if the tracking information indicates that my package has been delivered, but I never received it?

There are two potential reasons for the current situation with your package. First, it's possible that the tracking link was updated by the shipping carrier prematurely. Alternatively, the package might be concealed somewhere near your mailbox or building. Carriers often hide packages in secure locations when direct delivery is not possible, ensuring the safety of the goods.

To resolve this, I kindly suggest conducting a thorough search in the vicinity and exploring potential hiding spots. Additionally, consider reaching out to USPS or UPS for assistance in locating your package.

What if there is an incorrect address entered during the shipping process?

If you require a modification to your shipping address, we will make every effort to assist you. However, please note that our processing procedures commence immediately, and there might be occasions where your shipping label has already been generated, making changes impossible. If you encounter this situation, kindly get in touch with USPS or UPS, providing them with your tracking number, to arrange for a rerouting of your package.

Taxes & Duties

The prices shown on the website do not incorporate taxes. When you proceed with your purchase, applicable sales tax and shipping charges will be calculated based on the total value of the merchandise. These amounts will be displayed on the Order Summary page. If you are placing an order from a location outside of the United States or Canada, there might be additional taxes or duties levied upon delivery. The customer is responsible for these charges, and our store will not provide reimbursement for them.

My package is lost. What should I do?

If you have sufficient reasoning to believe your package has been misplaced by USPS, please contact USPS directly and file a USPS lost claim here. UPS claim here. You can also contact info@rebeldtso.com with your order number and the USPS/UPS Case Code so we can assist you further. Shop Demetrius Harmon is not responsible for damaged, lost, or stolen packages; however, we will try our hardest to make sure the carrier locates your package. For all claims regarding lost/stolen packages please email info@rebeldtso.com within 7 days of delivery receipt.

Shipping Carriers

We utilize USPS/UPS and other e-commerce shipping carriers to dispatch shipments. As soon as your package is handed over to the shipping company, we will provide you with a tracking number that is kept fully updated. At this time, we do not offer any alternative shipping services.

INTERNATIONAL CUSTOMERS

Do you ship internationally?

Currently we only ship to the United States, Canada, UK, and Australia.

The shipping prices are all different for each and can be seen in Shipping Prices

International Duties and Taxes

For orders shipped outside the United States or Canada, please be aware that your country may levy local taxes, duties, or additional brokerage fees, which will vary based on your country's regulations. Unfortunately, we are unable to predict or calculate these charges in advance. Kindly note that Shop Demetrius Harmon cannot assume responsibility for covering these fees. Therefore, the customer shall be solely responsible for any custom fees and taxes applicable to each shipment.

How do I track an international order?

After your package departs the USPS or UPS system, kindly employ the same tracking number to trace its whereabouts on your country's local postal service website. Please note that there might be a delay between its departure from the USA and the next scanning update within your local postal service. We kindly request your patience in allowing up to two weeks for the information to become available.