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FAQ

Shipping & Delivery

Where is my order?

As soon as your order has been shipped, you will receive an email including the tracking information. And the estimated delivery date depends on the country and shipping method you choose. Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, be free to contact us or e-mail us at “service@poisonstreetwear.com” and we will get back to you in the first chance!

 

Why is there no tracking update?

If there is no tracking info few days after your order is shipped out, the reason is that it may takes 1-3 days for the tracking info to be updated while the shipping company is arranging the shipping space.
 
If there is no updated tracking info during transportation for less than 7 days but still within estimated delivery date, please don't worry, tracking info has only been updated when it arrives at some important ports or destinations.
 
If there is no updated tracking info for more than 7 days, please feel free to contact us.
 
 

Why is my order taking so long to ship?

Normally for in-stock products, it will take 1-3 days to process the order after the order is placed.
If your order contains any pre-order item(s), we will wait until all of your items become available before we ship out the order. This is a way for us to ensure we are making less of a carbon footprint and allowing us to get all of the items to you at once. We understand the current experience isn't ideal and are actively working on a long-term solution to improve our AI forecasting model so you won’t even feel the lag!
 
 

Why didn't I get an shippment notification email?

Normally, an email with tracking number will be sent to your account email address once the order is shipped out.
If you did not receive the email, you can check the following situations:
1. Please check whether the email address you used to placed the order is different.
2. Please check your junk emails to see whether the mail is shielded.
3. Please check your order status in your account to see whether it is shipped.
 
 

Where do you ship to?

We ship from China to global. If you would like to know the shipping timeliness, please visit our Shipping & Delivery page for more information

 

 

Order Issues

How to cancel my order?

Please note that orders can only be cancelled before they left our warehouse. You can also cancel it by yourself in the order list. If you encounter any difficulties in the process, please contact us ASAP. Email us with your order number and reason. 

 

Can I make changes to my order?

Clothes are products that are in intimate contact with the body. Based on the principle of being responsible to all customers, we do not provide exchange services.
 
If you wish to cancel your order, please do it through your account. Once your order has left the warehouse, we are unable to make any changes and you could wait until it is delivered. Once your order is delivered, you can request a return for refund within 30 days if the order is not paid by store credit.

 

I received a defective/incorrect item, what do I do?

Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures.

 

Missing items from my order?

There might be two situations for missing items, please contact us according to the following description:
 
(1)Your order is overweight due to too many items or contains pre-order products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are instock. Therefore, the missing items may be in the coming packages. If you have any questions about your package tracking information, please feel free to contact us.
 
(2)Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and the outer package you received.

 

What should I do if there's something wrong with my order?

Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures if there is any damage.

 

 

Returns & Refunds

Can I exchange instead of a refund?

Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package. For more infos about return, please check here.

 

How can I return item(s)?

Returns can be made within 30 days from the date you've received all your items. And regarding the return shipping fees, it depends on the shipping country in your previous order. Please check as followed:
  • U.S. Domestic: We cover return shipping fee for the 1st return request of each order. 
  • For more infos about return, please check here.

 

 

When will I receive my refund?

 

 

PRODUCT 

Where is the clothing manufactured?