Shipping Policy

Once orders are shipped out, you'll receive an email from us, complete with tracking information. Please note that international orders may not have tracking information once they have left the U.S. until it reaches customs or a delivery attempt is made.

NOTE: International orders have seen increased transit times, adding 3 to 8 weeks until delivery. If a package is still listed as in transit, it is very likely that it may still be on its way to you.

We thank our global community and work to ship as many territories as we can.

Unfortunately, at the moment we are unable to ship to Australia, Russia, or Saudi Arabia.

We can make address changes before orders are shipped out. Please contact our merch team with your order number and the correct address as soon as possible, and we’ll do our best to update the address before your order is shipped. Once an order has been sent out, the address cannot be changed.

NOTE: Address changes to different countries or territories may incur additional charges before the order is shipped.

If you have forgotten to add something to your order, the best way would be to immediately create a new order with everything you’d like in it, then contact our merch team to cancel and refund the first order. 

With that said, we try to process & ship orders as soon as possible, so we cannot guarantee that we can combine shipments, especially if they are placed on different days.

At the moment, we are not doing local pickup for orders, but it is an option we are reviewing for the future.

Returns, Refunds & Exchanges

Our merch team’s main goal is to make sure you are satisfied with our products and our service. If you are not happy with your order, please contact us within 7 days of delivery with any questions or concerns and we will do our best to take care of you.

All returned items must be unwashed, unworn and in new condition to qualify. Returns that are not sent out within a week of receiving the return label may be subject to additional fees that will be deducted from the refund, or charged before the exchange is sent out.

Please see below for additional information regarding common situations.

If you received the wrong item, size or quantity, please contact our merch team with your order number and a photo of the incorrect item within 7 days of delivery and will do our best to make sure you are satisfied with an exchange or refund.

As with all returns, items must be unwashed, unworn and in new condition to qualify.

If your order is damaged in some way (holes, tears, stains, etc.), please contact our merch team with your order number and a photo of the damage within 7 days of delivery and will do our best to make sure you are satisfied with an exchange while the item is still in stock, process a refund, or make a claim with the shipping carrier if necessary.

As with all returns, items must be unwashed, unworn and in new condition to qualify.

If you have ordered the wrong size and your order hasn’t shipped yet, please contact our merch team as soon as possible and we will make every effort to update your order before it ships out. The best way would be to immediately create a new order with the correct size, then contact our merch team to cancel and refund the first order.

If your order has already shipped out, you have up to 7 days of delivery to contact our merch team to put in a request for an exchange. Please note that size exchange requests are limited by what is currently in stock, and as with all returns, items must be unwashed, unworn and in new condition to qualify. We do not process refunds for incorrect sizes.

Items must be unwashed, unworn and in new condition to qualify.

For any purchases made in person during special events, we will only process returns and exchanges at our popup shop during open hours. After the event, all sales will be considered final.

As with all returns and exchanges, items must be unwashed, unworn and in new condition to qualify.

For orders that are being returned to sender (RTS) due to an address error on the customer’s end, or due to the customer failing to retrieve the package, we can re-ship the order ONE TIME at no additional cost after the package returns, and we confirm the correct address. If the order requires multiple re-shipments, we may ask the customer to pay for additional shipping and handling charges.

If we do not receive a confirmation of the correct address from the customer within 30 days of the original inquiry, or the date the order was returned (whichever comes first), we will cancel the order and refund the order minus shipping and handling charges.

Any other return to sender issues will be reviewed on a case by case basis.

As long as your order has not begun processing, we can cancel it. Please contact the merch team as soon as possible and we will do our best to accommodate your request.

ten/o Media LLC reserves the right to cancel any order before it has shipped for any reason. Customers will be notified via email, and a refund will be processed immediately at the time of cancellation.