General Customer Service Office Hours: (M-F, 9-4pm PST) Email/iMessage customercare[at]slyfoxthreads.com
I cannot find the answers to my questions, how do I reach Customer Service?
Please click here to contact our Customer Service Team.
Please remember that our Customer Service work their very hardest to make sure every customer is 100% happy with their order, all while spending time with their families. We do get to every email as soon as possible and sending them multiple times will delay our response to you as it groups your emails, pushing them to the bottom. If we do not get to your email right away, rest assure that we will make sure to do everything within our power to take care of you and your order in a timely manner.
MOST ORDERS: Are processed and shipped within 2 weeks. Plus shipping.
Black Friday/Cyber Monday & Holiday Sales
Due to the high volume of orders we experience during the holiday season, orders take 3-8 weeks processing time plus shipping time – USPS First Class 1-5 business days.
How long do domestic orders take?
Typically, Most domestic orders are processed and shipped within 2 weeks, plus shipping time – USPS First Class 1-5 days.
How long do international orders take?
Typically, most international orders are processed within 2 weeks, plus shipping time. We cannot track international packages. All international orders may be held at customs and are subject to the laws of the destination country. Shipping for international packages may take up to 2-4 weeks for delivery. If you have entered incorrect shipping information, please contact us through customer care. If we receive a returned international package, this includes packages that have been shipped to an incorrect address entered; we will email you at the email for the order for further shipping. If you do not respond within 2 weeks, we will return the item(s) to stock and refund you the amount of the order, less the shipping and credit card transaction fees, in the form of store credit. You will be responsible for any additional shipping charges for your package. Slyfox Threads, Inc. is not responsible for any additional shipping charges or fees such as Customs Fees, Duty, or Taxes, etc.
What if my package is lost or stolen during transit?
Slyfox Threads will not be held responsible for items lost, stolen, or damaged during transit.
What kinds of payment methods do you accept?
We accept the following forms of payment:
- Apple Pay
- American Express
- Slyfox Threads Gift Cards, E-Gift Certificates, and Store Credits issued within the United States.
Is my privacy and personal information secure on your site?
All activity and shopping on our site is secure and protected.
Do you accept Returns or Exchanges?
We do accept returns for store-credit minus the shipping charges. Customers are also responsible for the return shipping. We do accept exchanges. Domestic customers are responsible for the shipping charge to send the items back
and international orders are responsible for the $15.99 reship fee unless the item(s) are being exchanged due to incorrect or damaged item(s) on our part. Always make sure to double and triple-check your item’s color, size, and Paypal address before finalizing your order! We cannot accept cancellations.
Your order will be shipped to your address in Paypal or the address you provided at checkout when paying via Credit Card Payment. Please make sure that it is current and your shipping address you want the items sent to. Creating an account will save you time in the future when placing your orders. INTERNATIONAL ORDERS.
Most items run true to size, but please make sure that if you have any questions regarding sizing to do so before you place your order. If a sizing chart is available for an item, you can locate it under the items photos. You can exchange your item within 7 days of receipt. Customer must pay for shipping to and from, unless the item is exchanged due to a defect or shipping error on our part. All items must be unworn and unwashed, in original condition. If you would like to exchange your item, please contact us firstname.lastname@example.org If you receive an incorrect item or a defective item, please contact us at Customercare@slyfoxthreads.com and we will make sure to correct the issue as soon as possible.
Will available items purchased with pre-orders ship separately?
All items purchased with a pre-order item will not ship until the time specified in the description of the pre-ordered item.
What if I need to change my shipping address for a pending order?
Please contact us here
if your order has not shipped we will take care of this for you.
My order shipped, but I've moved/entered my shipping address incorrectly.
We will notify you when/if USPS returns the package to our warehouse. If we do not receive a response within 2 weeks, we will return the item(s) into our stock and issue store credit for the full amount of the order, less the shipping and credit card transaction fees. You will be responsible for any additional charges if your package is re-shipped.
How can I check my order status?
If you created an account at checkout, you may login here
. If you did not create an account you will receive email updates for each status update.
My order status says "Fulfilled" - Where's my tracking number?
You should receive an email notification each time there is a status update. Please check your SPAM folder. If you cannot locate the tracking email notification please contact us here.
Can I order by phone call?
Unfortunately, we do not take orders over a phone call at this time. However, you may order directly from our online website or on your smartphone. Click here to shop
Do you restock items that are sold out?
Yes, as long as the item is not discontinued.
Can I modify or cancel my order?
Due to our efforts to ensure that you receive your order quickly and as accurately possible, we can not make any changes or cancellations to your order.
How do I know what size to choose?
Size Charts are located with each individual item. Please contact us at Customercare@slyfoxthreads.com for any sizing questions.