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SHIPPING

DO YOU SHIP INTERNATIONALLY?

Yes, we ship worldwide.  

Please note there may be duties and import fees associated with placing international orders.  You are responsible to pay any collectable fees associated with duties and imports.  The package carrier will alert you if any fees are owed, before releasing your order.

HOW QUICKLY DO YOU SHIP?

Once you place your order, it is placed in our queue.  We strive to ship all orders within 24hours.  This means, any order placed Monday - Thursday will ship next day.  If you order on a Friday before 10am, your order should go out the same day.  

Our warehouse is closed weekends so all orders placed after 10am Friday through Sunday will ship on Monday.

DO YOU SHIP TO PO BOXES?

We do NOT ship to PO BOXES.  You will be contacted to provide an updated mailing address if a PO BOX is provided at checkout. If you do not provide an updated address, your order will be canceled.

WHY DO I HAVE TO SIGN FOR MY $300+ ORDER?

Due to an increase in missing package claims, all orders over $300 will require an adult signature upon delivery.  

This allows the carrier to have proof of delivery for their internal investigation and any corroborating police reports if needed to substantiate a claim.

RETURNS

WHAT IS YOUR RETURN POLICY?

Any unwanted items must be returned to (and must be received by) our warehouse within 21 days of original item delivery.

Items that were purchased on sale or with a discount code are eligible for store credit or exchange only and not valid for money-back refunds. The exception is first time customers using the 10% off welcome discount.

Items must be unworn + unwashed.

Items must have all tags attached with original attachments.

Items must be free from foreign odors, hair and smells.

Items must be clean + without any stains (makeup, tanner, deodorant or any other)

Items must be in BRAND NEW condition.  

Items purchased on clearance are FINAL SALE.  No exceptions.

PRE-ORDER ITEMS will not be refunded but can be exchanged for credit.

ARE RETURNS FREE

Yes returns are free. The only associated fee is the cost of your prepaid shipping label which will be deducted from the final amount of your refund once processed.

HOW LONG DO I HAVE TO RETURN AN ITEM?

From the date your order is marked delivered to your door or mailbox, we offer 21 days to return the item to us. This means your return must be marked as delivered by the carrier, at our receiving facility within that time frame.

HOW LONG DOES IT TAKE TO PROCESS A RETURN?

We make every effort to process returns as they're received. However, we ask for an average of 7 days to process your return. If you have allowed 14 days and still have not been credited, please email us with your order information so we can investigate.

HOW CAN I START A RETURN REQUEST?

Click here for our self service portal >> PORTAL

ORDER ISSUES

WHAT DO I DO IF I WAS SENT AN INCORRECT ITEM?

We apologize that you’ve received an item in error. Please go to the returns portal (CLICK HERE) and start a return request.  Be sure to include details about the item received in error and upload an image for verification.  You must alert us of the mistake within 5 days.

Once received and approved, you will be issued a pre-paid return label which will be sent via email.  Once we receive the incorrect item, the correct will be priority shipped to you.

MY ORDER SHOWS DELIVERED BUT IT IS NOT HERE. WHAT CAN I DO?

Good news, for lost and stolen order claims, we have partnered ROUTE PACKAGE PROTECTION.  All claims are made through their portal and the investigation is completed 100% by them. Route protection is auto added to each and every order, for your protection.

Be sure to alert Route within 5 days of a missing order.  They may request a police report depending on the value of the missing items. ROUTE WILL NOT REFUND FOR CLAIMS.  REPLACEMENT IS THE ONLY OPTION AND ANY REPLACED ITEMS WILL BE FINAL SALE.

If you did not purchase protection at checkout, your order is ineligible for insurance, and you'll need to file a claim directly with the carrier you chose at checkout.  We do not have the staffing power to assist with claims outside of ROUTE so you will need to conduct the claim yourself.  Keep in mind USPS WILL NOT INSURE FOR FIRST CLASS PACKAGES, so upgrading to priority ensures your order is protected (if you opt out of Route protection).  

CLAIMS PORTAL LINK - https://claims.route.com

CAN I CANCEL MY ORDER?

Due to our quick turnaround, we do not cancel orders after they are placed. Our staff has likely already packed your order and prepped it for shipment. If you’ve made your order in error or changed your mind, you’ll need to follow the proper return protocols as listed on our returns page.

I'M MISSING AN ITEM FROM MY ORDER, WHAT CAN BE DONE?

Apologies that we may have missed an item. 

We will need you to email us at customerservice@agent84.com with a picture of your enclosed invoice, within 3 business days of your order being delivered.  Please make the subject of your email > MISSING ITEM FROM ORDER # (include your unique order #)

We will begin our investigation and reply to you within 72 hours.

MY PACKAGE CAME DAMAGED. WHAT DO I DO?

Ugh, this is the worst. Make sure to take images immediately. You can file a claim with the carrier directly or with ROUTE if you purchased protection at checkout. We do not refund as a result of an approved claim. Additionally, Route may require a police report be filed before approving your claim.

CLAIMS PORTAL LINK - https://claims.route.com

AN ITEM FROM MY ORDER ARRIVED DAMAGED. WHAT ARE MY OPTIONS?

We apologize that you may have received an item with a defect. We will happily replace the item after a case is opened and if approved.

We do not refund for replaced damages.

Please email customerservice@agent84.com with images of your item and its damage.

PRE-ORDERS

WHEN WILL MY PRE-ORDER ARRIVE?

The “expected ship-by date” is an educated estimate. We cannot guarantee shipping at that date. If there are any delays, you will be notified by email.  

I CHANGED MY MIND & NO LONGER WANT MY ITEM, WHAT ARE MY OPTIONS?

There are NO REFUNDS for PRE-ORDERS. You may however, at any time, choose an in-stock item instead.  Simply email customerservice@agent84.com

ARE THERE ANY UPDATES ON MY PRE-ORDER STATUS?

We provide updates and further detail on our dedicated pre-order status page >PRE-ORDERS – Agent84

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