FAQ

Orders and Fulfillment

1. How do I cancel an order I’ve placed?
Please email us within one hour of ordering at duffsupport@threetenmerch.com and we will do our best to cancel it. However, our fulfillment service is automated, and we cannot guarantee that we will be able to cancel the order.
2. Can I have my order shipped to a different address than my home?
Absolutely! We can ship to any domestic address, but please note that we are unable to ship certain products to post office boxes.
3. I placed an order but didn’t receive a confirmation. What do I do?
Please reach out to our customer support to verify that the order was correctly placed. Feel free to email us at duffsupport@threetenmerch.com.
4. When will I receive my order?
Our production takes 5-6 business days, after which we ship the order. It can take up to 10 business days for domestic (US) orders to deliver from the day they ship out, and up to 21 business days for international orders.
5. Can I include a note or insert with my order?
Unfortunately, we are not able to add inserts or notes to packages.
6. How do I track the progress of my order?
As soon as your order ships out, you will receive a shipment confirmation that will include a tracking number that you can use to track your package.

Returns and Exchanges

1. I received my order, but it came damaged!
    In the event that you have received damaged, defective or incorrectly shipped merchandise, please contact Customer Service within 10 business days of receiving your order with a video and/or pictures of the damage and return the product within 30 days. Items for return or exchange due to damage, defect, or error cannot be accepted after 30 days from receipt.
    Please include the following in your email to Customer Service in your return:
      • Your order confirmation number
      • Your first and last name
      • Your mailing address
      • Your phone number
      • What you are returning and why
      • Video and/or pictures of the damage
      • How you would like us to handle your return or exchange 
    2. How do you handle returns and refunds?
      The Duff McKagan store does not accept returns or exchanges. Please be sure to read the description and look over the size chart carefully to ensure that you are purchasing the desired item and size. Exchanges or refunds for damaged, defective or incorrect merchandise are at the discretion of management.

      Shipping Information

      1. What are you shipping options?
      Depending on the product, we use a variety of shipping methods to optimize delivery time and minimize cost. For domestic orders, we offer Standard Delivery (6-12 business days), Expedited Delivery (3-5 business days) and Overnight Delivery (1-2 business days). For international orders we only provide the Standard Delivery, and it can take 12-21 business days.
      2. Will you send me tracking information once my products have shipped?
      Once your order has shipped, we will send you an email with a shipment confirmation that will include a tracking link that you can use to monitor the progress of delivery.
      3. Can you combine separate orders into one shipment if the address is the same?
      Unfortunately, that is not possible. Each Order is shipped as submitted, and we cannot consolidate multiple order into one shipment.
      4. My package is being returned to you! What do I do?
      This can sometimes happen for a number of reasons, most commonly an error in the shipping address. As soon as your item arrives back, we will contact you for more information. Thank you for your patience. We have seen orders take as long as two weeks or more to arrive back to our location.
      5. My tracking link is not valid.
      Tracking can take up to a day or two to update. If it’s been longer than 2 days, please feel free to email customer service.
      6. I have not received my order, and the tracking link is no longer updating!
      Please contact us at duffsupport@threetenmerch.com and explain the issue. We will do our best to locate your order and rectify the issue.
      7. Will I have to pay customs on my order if I live outside the United States?
      Occasionally international orders that contain a larger quantity of items or a high purchase price may have a customs charge. By law, we are required to state the amount paid for any outgoing international package. These customs charges are rare, but they do happen on orders with multiple items and mixed item packages. Please be aware that any resultant customs charges are the responsibility of the buyer.
      8. My international tracking number isn’t working anymore.
      Unfortunately for in most cases, there is no tracking information available once they’ve reached the destination country. Generally shipments outside the United States can take as long as 2-5 weeks to arrive.
      9. What is VAT?
      VAT stands for Value Added Tax. This is sometimes applied to high priced international orders. Please note that we are not responsible for any added tax on items that are processed through customs.

         

        Standard Garment Sizing

        Our standard garment sizing is listed below. 

        All sizing is in inches.
        Sizing may vary slightly by +/- 1"

        Width = With article laying flat and measuring across the chest just under the arms
        Height = With article laying flat and measuring top of the shoulder to bottom

        (Width X Height)

        Unisex Shirt

        XS- 16.5” x 26”

        S- 18” x 28”

        M- 20” x 29”

        L- 22” x 30”

        XL- 24” x 31”

        2X- 26” x 32”

        3X- 28” x 33”

         

        Girl’s Shirt

        XS- 16” x 24.5”

        S- 16.5” x 25”

        M- 17.5” x 26”

        L- 18.5” x 27”

        XL- 19.5” x 28”

        2X- 20.5” x 29”

         

        Unisex Zip Hoodie

        XS- 22.5” x 18.5"

        S- 24” x 19.5"

        M- 26” x 20.75"

        L- 28.5” x 22.5"

        XL- 29.5” x 23.5"

        2X- 30.5” x 24.5"

        3X- 31.5” x 25.5”