FAQ: DELIVERY, RETURNS & PRODUCTION

Delivery

When will I get my order?

Ordinarily it takes:

  • 2-7 days to make your item/s
  • 5-20 days for shipping.

Shipping estimates for specific regions are:

  • USA: 5-8 business days
  • Ex USA: 5-20 business days

Adding the two together gives you an estimate of 7-27 business days from order to receipt. This could be quicker for items that we already hold in stock, such as samples. 

What can I do to speed up the process?

We can't speed it up, but we do have a couple of recommendations to avoid slowing it down:

  • Ensure your shipping address includes the correct postcode/ZIP code, as this is the single most important bit of a delivery address
  • If you know you won't be home to accept your package, consider shipping it to work or another address where you, or someone you trust, will be in. This aids first-time delivery, and may also prevent package theft.

Why don't you hold more stock so I can get my order quicker?

Holding stock would mean tying up cash in raw materials, labour, storage and transit. The more stock we hold, the more potential waste we create:

  • Some lines would sell out, leading buyers to be disappointed, and wasting their time
  • Some lines would not sell out, leading to us having to dispose of them, and wasting the raw materials and the labour of the workers who made them
  • All lines would have to be stored in a warehouse, leading to us having to pay rent for a space, and wasting fuel and labour involved in transit there.

By making to order, we can offer you a broader product range and avoid some of the environmental issues associated with 'fast fashion.'

Where will my order ship from?

Our production partners have facilities in the US, Latvia, Spain and Australia, with plans for more. Your order will ship from the most efficient location. This might not always be the facility that's nearest to you, as location is only one of the factors taken into account.

Occasionally, our partners subcontract orders, in which case your item/s may ship from a country not listed above. This is not the norm, but did happen, for example, as part of mitigating COVID-19-related delivery delays.

Why don't you work with cheaper production partners?

We could reduce our costs by around 80% by switching suppliers. But we want to sell good quality products that - as far as we can ascertain, from distance, with our small staff - minimise exploitation of workers, and return fair pay and profit to all involved. We don't claim to be supply chain experts, but the more transparency we see from producers, the higher their cost. We think higher costs, quality and standards are preferable to lower-cost, more exploitative and dangerous working conditions.

Will I be charged customs fees on my order?

Customs fees and/or taxes may be applicable if your order is being sent from a country different to your shipping address. Customs policies vary widely for every country, so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

First, please:

  • Check your shipping confirmation email for any mistakes in the delivery address
  • Ask your local post office if they have your package
  • Check with your neighbours whether the courier has left the package with them.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

If the shipping address was correct, and the package wasn't left at the post office or with your neighbour/s, get in touch with us at megastore [at] benbo.ninja with your order number because we want to resolve this for you!

Orders

How are your products made?

We work with a reliable, high-quality print-on-demand production partner with locations worldwide. Depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.

We can send you some photos and video of the production process. If you'd like to find out more please email us at megastore [at] benbo.ninja.

We regularly inspect samples from our product range to ensure the quality of items is as we expect.

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out (in many cases, standard shipping includes tracking). If you have any questions about your tracking or shipment, drop us a line at megastore [at] benbo.ninja.

I received a wrong/damaged product, what should I do?

Damn! We’re so sorry. To help us resolve this for you quickly, please email us at megastore [at] benbo.ninja as soon as you can (within 1 calendar week please!) with these photos:

  1. A view of the outside of the package, showing the damage
  2. A view of the inside of the package, with packaging materials and the item inside
  3. A view of the item within the packaging materials, showing what the damage looks like
  4. A view of the item, showing how it is damaged.

Please also include your order number, and any other order details you may have. We’ll address the issue urgently and respond with a resolution as soon as possible.

Returns

What’s your return policy?

If your item was made to order, we don’t offer returns and exchanges, but if there’s something wrong with your made-to-order item, please read the section 'I received a wrong/damaged product, what should I do?' above and contact us at megastore [at] benbo.ninja.

If your item was from stock, you always have 14 calendar days to cancel, starting from the date you received it. Send your cancellation instruction to us at megastore [at] benbo.ninja, stating your order number and confirming the item remains in as-new condition. We will arrange return at our expense. Please don't be shy about doing this - we want you to be happy with your purchase. You don't need to give us any reason for cancelling (but you are welcome to let us know).

Do you offer refunds?

Absolutely, if you received a wrong/damaged item and prefer a refund to a replacement.

If your item is as ordered, it's not our policy to offer a refund. But we do want to hear about it if you don't mind emailing megastore [at] benbo.ninja, because we will always try to improve in response to customer feedback.

Can I exchange an item for a different size/colour?

On made-to-order items we don't offer exchanges. For that reason, we recommend you scrutinise our sizing charts — we have one for every item listed on our store, in the product description section — so you can select your size with confidence.

Though rare, it is possible that an item you ordered was mislabelled. If that’s the case, please treat it as a faulty item as set out in the section 'I received a wrong/damaged product, what can I do?' above: let us know at megastore [at] benbo.ninja within a week of receipt, include your order number and four photos of the mislabeled item, and we’ll send you a new one, or issue a refund.