Changing Your Order:
If you made a mistake while placing your order (wrong size, or color) you can contact support to have your order modified, before the order is fulfilled. Shop@SashaGrey.com. If the order is already in the fulfillment stage, it cannot be changed.
Return And Exchange Policy
We want to ensure you're happy with your experience on Shop Sasha Grey. We cannot refund items damaged during the shipping process. In this event, you must file a claim with the carrier.
We do not accept returns and/or refunds, or exchanges. You may exchange your item free of shipping charges, if the item you received is damaged or defective (original shipping costs will not be reimbursed or added to the amount of your exchange). Notice must be given to Us within five (5) days upon receiving shipment, for any issues with the merchandise. Please e-mail us with your order number and photo of proof (email@example.com).
Exchanges are processed upon receipt and inspection of the return. Please note, exchanges may take up to 2 weeks or more to process once the merchandise has been received.
Instructions and Requirements for exchanges:
1. Pack your item(s) in the original shipping box
2. Include your original packing slip, order number, and name, return mailing address, e-mail address and a telephone number that you can be reached at during regular business hours, Pacific Standard Time.
3. We strongly suggest you insure your package for the full value of the merchandise and/or obtain a tracking number, and return it to us using the delivery service of your choice.
4. We are not responsible for lost or damaged exchange packages.
5. We will do our best to notify you via e-mail once your return has been processed.
All items must be returned in a new, unworn, and unwashed condition. All original tags and packaging must still be attached and intact. Exchanges cannot be otherwise processed.
|USA||3-5 business days via USPS||1-3 business days via FedEx|
|3-8 business days via FedEx SmartPost|
|CANADA||5-10 business days via USPS without tracking||1-5 business days via FedEx|
|WORLDWIDE||10-20 business days via USPS without tracking||1-5 business days via FedEx|
Alternate Shipping Info & Shipping Options
To keep shipping costs low for you, we use an on-demand printing center that takes about 2-7 business days to create apparel products (t-shirts etc.) and 2-5 business days for non-apparel (posters etc.) products. You should add shipping times on top of that. Speed and price depends on product type and destination. 97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.
We offer alternate shipping options and speeds, which you are available to view upon checkout before your payment is processed. We offer cost efficient live rates, however, these are calculated based on the exact weight and destination of the order. They're also the only shipping method that offers express options, like FedEx Standard Overnight or FedEx international rates. Live rates are often cheaper than the flat rates, especially for international orders.
Some products might be shipped separately
Each item we ship may have different delivery times, this is because some products are packaged and shipped separately. Shipping prices are cumulative. When you're calculating shipping prices on your end, make sure to pay attention to the different shipping prices for all of the products you're purchasing.
If I choose the FedEx shipping rate in checkout, do you also ship that order faster?
FedEx doesn't ship to PO Boxes!
International Shipping, Taxes and Duties/Customs Fees
Please be aware that any international shipping charges do not include international taxes or duties or tracking. Contact the shipping carrier you chose at checkout or the customs office in the destination country for information about any applicable duties or taxes. We strongly encourage you to add additional tracking to your original order and follow up with your local postal system/customs office to see if your order is being held. If an order is placed to SashaGrey.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. SashaGrey.com has made every effort to minimize our international shipping charges. We only charge our cost for these services. We do not make any profit on our shipping services to domestic/international customers. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
If you have any shipping questions or comments please email Customer Service at firstname.lastname@example.org.
Cancelling or Changing your Address or Order
Please e-mail us as soon as possible if you wish to change or cancel your order at Shop@SashaGrey.com. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancelations to your order.
Undelivered Orders/What If An Order is Lost in the Mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. We'll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with that the shipping address was correct. We will also ask you to double-check that you get in touch with the shipping carrier to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we can't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
Please note: We are not liable for incorrect shipping address provided with orders. We strongly encourage international order to add tracking at checkout, once the order leaves the US the packages are not tracked unless the option is added at checkout.
Although availability may be indicated on the Site, we cannot guarantee its availability or immediate delivery. We reserve the right, without liability or prior notice, to revise, discontinue or cease to make available any or all products or to cancel any order. If there is any revision, discontinuance, or cessation, we may, in our discretion, ship products that have substantially similar functionality and specifications to the products ordered or cancel your order.
Have a question regarding an order you placed? E-mail us at Shop@SashaGrey.com!