CUSTOMER SERVICE

Have questions?

Email us at 36ghostscustomerservice@gmail.com or use our contact form

For press inquiries, please email victoria@36ghosts.com

SHOPPING

WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?

To make sure you receive your items as soon as possible, orders are processed as soon as they are received and we may be unable to make changes. Please email us at 36ghostscustomerservice@gmail.com with your order number and let us know that you are looking to change or cancel your order and we will do our best to help.

HOW DO I CHECK THE STATUS OF MY ORDER?

We will send you a tracking number once your order has been shipped. It may take up to 24 hours for the tracking information to be updated.

Unfortunately tracking for international orders is unavailable once packages leave the US.

THE ITEM I WANT IS OUT OF STOCK

Go to the product page and be sure to include your email in the field provided for the product you want. We will keep you updated when it’s back in stock.

THERE'S A PROBLEM WITH MY ORDER

If you have any problems with your order - such as damaged or missing items, or any other problems - please email us at 36ghostscustomerservice@gmail.com within 7 days of receiving your order and we'll take care of you.

MY ORDER DIDN'T GO THROUGH BUT I WAS STILL CHARGED

This problem is called an authorization attempt and is common with Shopify when billing information is entered incorrectly. Authorization is needed to check if a card holder has the sufficient funds to be approved by the merchant. If there is sufficient credit as determined by the bank, the sale will automatically go through. If there is a problem with validation then the authorization is cancelled.

HOW DO I SIGN UP FOR THE MAILING LIST?

Just enter your email address into the popup form on our homepage and you're all set. You can also sign up using our contact form on the Contact Us page.

I SIGNED UP FOR THE MAILING LIST BUT HAVEN'T RECEIVED MY DISCOUNT CODE

Some email providers read promotional messages as spam and block them. If you've signed up to receive our emails, make sure you add 36 Ghosts to your contact list so you can get your code and stay up to date with our newest releases.

SHIPPING

I'VE PLACED MY ORDER, WHEN WILL IT SHIP?

Most in-stock orders ship within 48 hours. Once your order is processed you will receive a confirmation email with your tracking information.

WHEN WILL I RECEIVE MY ORDER ONCE IT HAS SHIPPED?

Most in-stock domestic orders should be received within 4-7 business days. International in-stock orders generally take longer and should be received within 2-4 weeks.

All domestic orders ship via USPS. International orders ship via UPS Worldwide or USPS International.

I HAVEN'T RECEIVED MY ORDER YET

US customers: Contact us at 36ghostscustomerservice@gmail.com and we'll do our best to help you find it.

International customers: Please note that shipping generally takes 2-4 weeks but can sometimes take longer because of individual country's customs procedures. As a general rule, if you haven't received your package within 2-4 weeks you should check with your local post office or customs office for receipt of parcel.

36 Ghosts is not responsible for lost packages shipped via USPS International. We recommend you upgrade to one of the insured and trackable methods.

INTERNATIONAL SHIPPING AND RETURNS

Please see our International section below.

RETURNS

Items may be returned within 7 days of you receiving your order.

ALL ITEMS WITH THE EXCEPTION OF SOCKS ARE ELIGIBLE FOR RETURN.

Items must be returned unworn, unwashed, undamaged, unused, with all original tags and packaging.

To return an item, complete the return form that was included with your order and ship with all items to be returned. To make sure your return is received and processed as smoothly as possible, we suggest you use an insured and trackable shipping method to return your items.

Refunds are made to the original payment method.

Once we receive your return, please allow 7 business days for your refund to be processed and 5-10 days for the bank to post the refund to your account.

EXCHANGES

Even exchanges will be processed within 7 days after a return is received and shipped within 48 hours after processing for in-stock items.

For uneven exchanges, a new order must be placed for the item being exchanged. You will receive a refund for the original item within 7 days after your return is received. A new order can then be placed for the exchange item.

Please note that all exchanges are subject to item availability.

WRONG/DAMAGED ITEMS

If you receive an incorrect item or an item that is damaged, please contact us at i36ghostscustomerservice@gmail.com immediately. Please send a photo of the damaged item if applicable. You have 7 days after the purchase to exchange or get a refund on defective items.

INTERNATIONAL

WHAT ARE INTERNATIONAL SHIPPING COSTS?

Shipping costs for international customers are based on the shipping method the customer chooses and weight of package.

SHIPPING METHODS

International shipments are shipped through either UPS Worldwide or USPS First Class International or Priority, depending on customer's choice. Please note that 36 Ghosts is not responsible for packages that are lost using the First Class International method.

We recommend one of the insured and trackable methods for fastest and most reliable shipping.

WHERE DO YOU SHIP TO INTERNATIONALLY?

We currently ship worldwide.

Please note all local, state and national taxes are the full responsibility of the international customer. The taxes and duties will not be calculated in checkout. You will be responsible for paying the taxes and duties upon delivery of the order. We recommend contacting your local customs office for information regarding these costs.

The price associated with duties and taxes vary from country to country.

INTERNATIONAL RETURNS

Returns follow the same process above. To return an item, complete the return form that was included with your order and ship with all items to be returned. To make sure your return is received and processed as smoothly as possible, we suggest you use an insured and trackable shipping method to return your items.

36 Ghosts is not responsible for international shipping fees or lost returns.

SIZING