Ordering & Shipping FAQs

Ordering Information

• What is your Refund Policy?

All items are sold as final sale, so we are unable to accept refund or change requests. 

• Do you have size charts?

Size charts are listed on each item as sizing may differ from one design to another. 

 

Pre-Sale Merchandise Orders

• Can I exchange sizes?

We cannot guarantee size exchanges on-site due to limited merchandise availability. We recommend reviewing size charts for best fit options. All sales are final with no refunds or credits. That said, we do our best to accommodate size exchanges, as long as inventory is available. If you’d like to request a size exchange, please reach out to our Guest Services team and we’ll be happy to walk you through the next steps.

• Can I have my items shipped before the event?
  

Pre-Sale merchandise orders are only available for pickup at the event for 2026 guests. If an item is being sold as Pre-Sale, it will be clearly noted in the product’s description.

• Are there service fees? 

Yes, there is a standard $3 event pickup for each Pre-Sale order. While Pre-Sale merchandise items are not shipped, you are required to input a shipping address during the purchase process. Items will not be shipped, but you will see the event pickup fee applied to the order. 

 

Shipping Information

• How can I update my address?  

We can help you with that! Please contact our Guest Services team for assistance. 

• How long does it take for an order to process?  

Current order processing times are 5-8 business days (weekends and holidays excluded). Estimated shipping times are in addition to order processing times.

• • Processing is when an item is still in our warehouse, either on the shelf, or in the process of being picked and packed.
  • In-Transit is when an item is in a package and in the hands of a mail carrier.

When purchasing an item for a gift or time sensitive event, we recommend placing your order at least 3-4 weeks in advance to ensure it is processed and delivered in a timely manner.

• Once shipped, when can I expect my order?

Tracking information will be sent to the email address you provided at checkout as soon as your package is shipped. 

If you have not received a tracking email, your order is likely still processing and has not yet shipped. Our standard order processing time is typically 5-8 business days from your purchase. Since every order is unique these times may vary.

• Do you offer international shipping?

We do not offer international shipping at this time. Our merchandise is available exclusively for delivery within the United States. We understand that this may be disappointing for our international fans and hope to expand our shipping options in the future.

 

Shipping Troubleshooting

We are not responsible for lost, stolen, or damaged packages. We are not responsible for delivery errors via carrier, or incorrect shipping info.

If your shipment is returned to our facility due to carrier issues, our Guest Services team will contact you to offer a refund, minus freight costs, or reship to an updated address. Reshipments may incur additional fees. If we do not receive a reply within 7 days, you will be fully refunded, minus freight costs, and the item(s) will be restocked. Because of this we ask that you review your submitted shipping address before completing your purchase.

If your shipment is delivered, but not received due to an incorrect address submission, we will happily re-ship for a $10 flat rate fee. We are only able to re-ship orders if inventory remains available. All orders remain non-refundable.