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CUSTOMER SERVICE FAQ
- How do I reach Resident Threads Customer Service?
- Email support@residentthreads.com with any general inquiries or for help with an online order. If for an active order, please include your name and order # in your email so we can best assist. One of our Resident Advisors will get back to you within 24-48 hours.
- HOW DO I REACH OTHER DEPARTMENTS?
- Custom Threads & Special Projects - custom@residentthreads.com
- Local Expansion & Partnerships - partnerships@residentthreads.com
- Resident Love💓 Community Program - residentlove@residentthreads.com
- CAN MY DAMAGED THREAD BE FIXED OR REPLACED?
- Of course, we will always be happy to try and fix your thread. Often we're able to quickly repair damage to a garment, but if we can't fix it and the damage is the result of a product defect, we'll replace the item for you. Please email us at support@residentthreads.com and include your order #, receipt, and a photo of the damaged item. Please allow for 24-48 hours and one of our Resident Advisors will get back to you.
SHIPPING & DELIVERY
- DO YOU OFFER FREE SHIPPING?
- We are pleased to offer free shipping on all orders totaling $75.00 or more. For orders below the $75.00 minimum, shipping rates will be calculated at check-out. (local rates may apply)
- WHEN WILL I RECEIVE MY ORDER?
- Resident Threads orders will be fulfilled within the follow the frames:
-Most Resident Threads: Items ship 8-12 days from the date you placed the order
-Weekly Limited Drops: Items ship 2-3 days from the date you placed the order.
-Custom Threads: Typically ship within 3-4 weeks from the date you placed the order. (can vary based on customization) - I CAN'T WAIT. CAN I PAY TO HAVE MY ORDER SHIPPED EXPRESS?
- We understand. Sadly, Resident Threads does not offer express shipping options currently. However, if we have an item in stock, we will do everything in our power to help expedite and get you the order quickly. If this is the case for you, please email support@residentthreads.com prior to placing your order and we will do our best to accomodate.
- STILL MORE QUESTIONS ON SHIPPING? SEE THE SHIPPING AND DELIVERIES PAGE VIA THE LINK BELOW
- Resident Threads Shipping and Deliveries FAQ
RETURNS & EXCHANGES
- WHAT IS YOUR RETURN POLICY?
- For your convenience, we offer free shipping back to our warehouse on all returns for Store Credit. On all returns for a Cash Refund, you can use our shipping label to return the item but you will incur a $10.00 return fee that will be automatically subtracted from your refund. To avoid the return fee, you could ship the item back to us yourself by the courier of your choice.
- Returns for Store Credit must be postmarked within 14 days of receipt and returns for refund must be postmarked within 7 days of receipt.
- All items sent back must be unworn, unwashed, and resellable.
Sale Items purchased at a 10% discount or above can only be returned for store credit. Items purchased at over a 30% discount are final sale and non-returnable - Sale Items purchased at a 10% discount or above can only be returned for store credit. Items purchased at over a 30% discount are final sale and non-returnable
- HOW DO I RETURN AN ITEM FOR REFUND, STORE CREDIT, OR AN EXCHANGE?
- Visit our returns center
- Enter your order number and email address to start. Follow the instructions and select the items you want to return. Once your request is approved, you will get a confirmation email with shipping instructions / guidelines.
- WHEN CAN I EXPECT MY EXCHANGE OR RETURN TO BE PROCESSED?
- Once your returned item is received and inspected, you will be notified via email. Once approved, the refund request will be processed within 5 - 7 working days. Unfortunately, this is the length of time it takes to process refunds, both for store credit and to the original payment method.
HAVE OTHER QUESTIONS?
WE WILL DO OUR BEST TO ANSWER
Email support@residentthreads.com with any other questions and one of our Resident Advisors will get back to you within 24-48 hours.