Frequently Asked Questions
HOW CAN I CANCEL MY ORDER?
Reach out to our Customer Support team to submit a cancellation request for your order. Please note cancellations are not guaranteed
- During Peak periods and orders placed over the weekend, cancellations may not be possible.
I NEED TO MODIFY/ADJUST MY ORDER?
Once an order has been placed, it cannot be modified or adjusted.
I RECEIVED AN ITEM FROM STUSSY.COM AS A GIFT CAN I RETURN IT OR EXCHANGE IT?
- You will have to contact the purchaser to return the product and purchase the updated item we have in stock.
- We do not offer exchanges
DO YOU OFFER GIFT RECEIPTS OR GIFT CARDS?
We do not offer gift receipts or Gift Cards
HOW DO I RETURN AN ITEM?
Visit our self service returns portals below:
WHEN WILL I RECEIVE MY ORDER?
Orders are processed Monday-Friday (Excluding major holidays) and shipped within 3-5 business days.
- Once your order is shipped you will receive an E-mail with your tracking information.
- Allow 24-48 business hours for your tracking information to update and to issue an estimated delivery date.
- Due to COVID-19 you may experience delays as we have had to adapt our fulfillment processes to keep our staff safe.
WHAT IS YOUR RETURN POLICY?
Domestic Returns are free when you use our pre-paid returns shipping label. International (Global-E) Returns are charged a flat rate when you use our pre-paid returns shipping label.
- You have up to 14 days upon receiving shipment to return items purchased on Stussy.com.
- Orders must be returned by mail only.
- Shipping Charges are non-refundable.
- Item(s) purchased must be in new, unused condition with original tags still attached.
- Once your order is received and inspected at our warehouse, a refund to your original payment method will be processed. Allow 3-5 business days for your refund to process.
- Underwear or swimwear, Fragrance is NOT returnable due to our hygiene policy.
- We do not accept returns or exchanges for Stussy products not purchased from Stussy.com (Purchases from third-party retailers, Please contact the third-party retailer where you made your purchase for information on their return policy.)
WHY WAS MY ORDER CANCELED?
if your order was canceled we advise you to contact your financial institution to ensure your information is up to date or it was due Stock availability
If an item you purchased is out of stock on your order, we will partially ship your order, and refund any unfulfilled item(s). You will receive an email notification confirming your refund.
HOW DO I DETERMINE IF AN ITEM WILL FIT?
In order to help find the best fit, the following information is available on every product page:
- Fit Details are on the items product page and will display measurements. (Measurements are in inches, unless otherwise noted)
- Our Customer Support team is always available to answer any questions regarding measurements and fitting.
DO YOU SHIP INTERNATIONALLY?
Yes, Orders shipped outside the United States will be subject to:
- Customs duties/taxes (Non-Refundable)
- Global-E has enabled us to allow the payment of stated fees at the time of checkout.
- Countries Stussy.com Ship to: AR, BR, CA, CO, CR, DO, EC, HK, HU, ID, IL, KW, MY, MX, PA, PH, QA, RU, SA, SG, TW, AE, UA, UY, VN, ZA
- International Customers can change the flag at the top right corner of our website to reflect your shipping country
DO YOU CHARGE SHIPPING?
Yes, Stussy.com ships to all 50 states. We offer both a Standard and Express service.
- Standard (USA) – $5.99
- Express (USA)– $15.99 (Expedited shipping does not bypass the 3-5 business day processing period)
- Global-E (International)-$20.00 USD (Flat Rate)
WHAT PAYMENT METHODS DO YOU TAKE?
Stussy, Inc. and Global-E accepts all major credit cards including:
- Visa, MasterCard, American Express and Discover, PayPal.
- International orders will appear as Global-E on bank statements.
- Payments made via PayPal must come from a verified account with a confirmed shipping address.
- Other payment methods are available and vary per region. (Apple Pay, Google Pay, etc.).
WHAT TAXES ARE APPLICABLE?
Domestic Tax where applicable. We are required to collect sales tax on all orders shipping to :
- CA, CO, GA, HI, IL, IN, MD, MI, MN, NJ, NY, OK, PN, WA.
- The rate applied to these states may be subject to local tax.
- Sales tax is not charged on orders shipping to addresses outside of the States listed.
DOES STUSSY.COM (GLOBAL-E) REFUND DUTIES & TAXES ON INTERNATIONAL ORDERS?
No, once your order has been delivered we do not refund duties or taxes.
HOW DO I KNOW MY ORDER IS CONFIRMED?
Every order is subject to review. Your order is only confirmed when we have E-mailed a shipping confirmation. *Please check your spam inbox
HOW DO I FIND OUT WHEN NEW STYLES ARE RELEASED?
I E-MAILED CUSTOMER SUPPORT, WHEN SHOULD I EXPECT A RESPONSE?
Expect a response within 24-72 hours from our Customer Support Team..
I RETURNED MY ORDER, HOW LONG DOES IT TAKE FOR THE REFUND TO PROCESS?
Once received and inspected at our facility, allow 3-5 business days for your refund to process.
I USED THE INCORRECT ADDRESS. HOW CAN I UPDATE IT?
Address updates can be requested but are not guaranteed. We strongly suggest double checking information before submitting your order.
MY PACKAGE IS BEING RETURNED TO SENDER. WHAT ARE THE NEXT STEPS?
Once the package has been returned to our warehouse your order will be refunded in full refunded within 24 hours of being received at our warehouse.
I PLACED MULTIPLE ORDERS, CAN I COMBINE THEM?
Once your order is placed we are unable to combine shipments on multiple orders.
I RECEIVED A DAMAGE PRODUCT, WHAT SHOULD I DO?
E-mail us at email@example.com within 24-48 hours of delivery with detailed images of the product(s) in question and the packing/invoice slip.
CAN I UPDATE THE SHIPPING METHOD ONCE MY ORDER HAS BEEN PLACED?
Once your order is processed the shipping method cannot be updated.
CAN I RETURN MY ONLINE ORDER IN STORE?
Online orders must be returned through our online return portal as chapter stores only accept returns for in-store purchases.
I DIDN'T RECEIVE A TRACKING NUMBER, WHEN SHOULD I EXPECT IT?
A shipping confirmation E-mail is sent once your order has shipped. Allow 3-5 business days. During peak periods there may be shipping delays. *If not received Please check your Spam folder
WHERE IS MY ONLINE ORDER BEING SHIPPED FROM?
Stussy.com orders are shipped from California.
I RECEIVED A TRACKING NUMBER, BUT THE SHIPMENT HASN'T MOVED.
Tracking numbers are generated when your shipping label is created. Allow 1-3 business days for the courier to scan the package for updates.
MY TRACKING INFORMATION STATES THAT MY ORDER WAS DELIVERED. BUT I HAVE NOT RECEIVED IT. WHAT DOES THIS MEAN?
Allow 48 hours after the stated delivery time. If your package has still not been delivered, contact us for assistance at firstname.lastname@example.org
MY ORDER HAS BEEN CANCELED, HOW LONG DOES IT TAKE FOR THE REFUND TO PROCESS?
Allow 48-72 hours for processing. Refunds are only issued during business days.
CAN I RETURN COLLABORATION ITEMS?
For any purchases on Nike, Special Editions/Collaborations: All Sales are Final.
We have reviewed to ensure photography, description and details are correct and accurate. Slight differences in measurements, color and texture may occur.
IF AN ITEM IS SOLD OUT, WHEN WILL IT BE AVAILABLE AGAIN?
Stussy.com displays real time-inventory. If an item isn't on our website, unfortunately it is no longer available.
CAN I GET SOME FREE STICKERS?
Stickers are provided in online orders, but are not guaranteed as they are provided based on availability.
For more information E-mail us at email@example.com or visit our Live Chat. Customer Support Hours are Monday-Friday 8am-4pm (PST)