If you have any questions about merch or your order, please contact Orders@secondcityprints.com!
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Q. When can I expect my order to arrive?
A. All orders will be shipped within 1-3 business days of you placing your online order unless it is a pre-order. Shipping of pre-orders is determined by each individual product/store and details can be found on each specific product pages and store marketing. Check your e-mail for a shipping confirmation with a tracking number.
Q. Can you ship part of my pre-order bundle by itself?
A. No, when you purchase a bundle on pre-order, none of your order will ship until the entire order is ready to ship. If you want an item ready to ship immediately, it is important that you place a separate order from any other items on pre-order.
Q. Do you charge sales taxes?
A. We charge sales taxes on all orders shipped to an Illinois address to comply with our state sales tax laws. Items are taxed at 8.0%.
Q. Do you ship international orders?
A. Yes! We have sold our products to customers in over 20 countries. Shipping and handling will be more expensive, but if you are able to afford it, we will ship it! Orders will take longer to arrive so please be patient. The time frame we provide is an estimate as we can never guarantee a time frame for International Packages due to customs, delays, etc. Also, some countries will charge the receiver a customs fee for out of country purchases before delivering a package. We will not be liable for these extra customs fees. Please contact your local post office or customs office with your questions.
Q. I just placed an online order and need to cancel, what should I do?
A. If you would like to cancel an order that was just placed, the best thing to do Monday-Friday 8:00 AM – 5:00 PM CST is call 630-504-2423 and have your order number ready. If you are outside of business hours you can send an email to Orders@secondcityprints.com
requesting the cancellation. However, please note that we cannot guarantee that we will be able to cancel your order. If your order has already been packaged, we are unable to cancel the order at that point. If your order is placed over the weekend or outside of business hours, there is a greater chance it is already packaged and we are unable to cancel it. We will try our best to accommodate your cancellation request pending the stage your order is in when the request comes in, but we cannot guarantee cancellation. If we are unable to cancel the order, we will not be responsible for covering return fees or original shipping costs.
Q. My Order was returned to sender, what do I do?
A. If an order was returned to sender, we will wait for the package to arrive back to our facility and re-ship once we receive it. Please note that International orders that are returned can take anywhere from 6-12 weeks to arrive back to our facility. Prior to reshipping the additional package, customers will be sent an invoice to pay a return to sender fee and re shipment fee. Once the Invoice is paid, the package will be reshipped. If the package is not returned to our facility after 12 weeks, please reach out to us so we can refund the price of your item(s). If it has been past 3 months since the package was returned to sender and we do not hear, a refund will not be issued.
Q. How do I exchange an item that doesn't fit?
A. You can exchange unwashed, unaltered items within 60 days of the date of delivery, send it back to "(name of store you ordered from) web store", 1521 Hubbard Ave, Batavia, IL 60510. Include a note with what size(s) you want instead and check, cash, or money order for return shipping. For one t-shirt, include $5.00. For one hoodie or multiple items, include $9.00. Make sure to include your name and contact information. If it has been longer than 30 days since the item was purchased, we unfortunately cannot exchange or refund you for it. If the size or item you are requesting is out of stock when we receive your exchange, you will be refunded the cost of the item(s). Contact us if you have any questions.
Q. My package was marked delivered and I did not receive it, what should I do?
A. In this situation we require you to contact your local post office. Unfortunately, once the packages leave our facility we no longer have control over them. USPS/DHL take over and handle the actual delivery process and they should have more information regarding the exact location of your package. Additionally, sometimes their tracking tends to lag and it may of accidentally been marked as delivered a little early. Please let us know if they are unable to resolve this for you and we will go from there!
Q. Can I return an item?
A. Yes, any unwashed, unaltered and unopened (if music) items can be returned. Returns must be made within 60 days from the date the order was received. Unless it is being returned due to manufacturer or printing defect, we will not refund your original shipping costs. We are not responsible for return shipping costs incurred. Return items to "(name of store you ordered from) web store", 1521 Hubbard Ave, Batavia, IL 60510 and include a note requesting a refund for the item(s).
Q. What format do digital downloads come in?
All digital downloads come in MP3 format and must be downloaded to a PC/Laptop. Digital downloads cannot be downloaded directly to a mobile device or tablet.
Any claim must be made within 60 days from the date of purchase. There are no exceptions.