Other Product FAQ
• When will you have more of 'X' item restocked? (i.e. jeans, wallets, hats)
It depends on the item. Certain products, like the Hawkins Gloves, we will restock regularly as we can. They require some coordination and time to acquire materials or to start production. Other products, like the Veg Tan Leather Wills Jacket, are a special edition item and may never be made again. This is usually due to a limited material quantity that we obtained and then made as much of the product as we could ~ unfortunately once it's gone it's gone. We try our best to keep people informed on product restocks and availability through our mailing list (often in the monthly newsletter) and Instagram. As always, we can answer specific product questions through email.
• I had something in my cart and it SOLD OUT!! How did that happen?
This part is beyond our control, as it is how our e-commerce platform works. Your purchase is only guaranteed once checkout is complete and your payment has been processed. Having an item in your cart does not hold the inventory.
• Do you offer repairs, alternations, or hemming services?
We can hem any pair of jeans here at our shop! Ship John brand jeans are complimentary, any other brands are a $20 fee. You can either mail in your jeans or stop by the shop in person. Jeans must be freshly washed prior to delivery for hemming ~ items that are not will be returned, at cost to the owner if any shipping is necessary. We do complimentary repairs on any Ship John item that might have issue / be faulty due to a manufacturing error. We do not offer repairs currently for items undergoing normal wear & tear, but can offer recommendations for those services elsewhere. These items are handled on a case-by-case basis to determine cause of issue and best course of action. We do not offer alterations on garments of any kind.
• Do you do custom projects / orders?
Not at this time, as we unfortunately don't have the bandwidth.
• I signed up for the newsletter email but have never received anything, what in the heck??
Check your spam folder! Some of our emails get booted there (i.e. newsletters, emailed invoices, shipping confirmations). You can also always try signing up again, in case you were unsubscribed somehow. Our subscription is a double-opt method. When you sign up, you have to confirm your subscription ~ you will receive an email prompting you to do so. If you still cannot find anything and have had multiple months of not receiving it, feel free to send us an email and we can check your email address against our subscription list.
• What if I asked a question on the social medias and never heard back?
We try and answer comments, but sometimes we miss 'em! If your question pertains to a specific order, please send us an email since we can't always link your user profile to a name / order. If you sent us a DM, we never answer those ~ again, email us!
• How do I update information on my customer profile? (i.e. payment, address)
You can update most information on your customer profile anytime, through our website. If you need to update payment info: We do not keep any customer payment information on file, so if you have a new card you can just enter it next time at check out. If you need to update a shipping address: ...on a previous order, we can take care of it just let us know! ...on a deposit order, you don't need to since the item won't be shipping until the final payment order, where you can enter the new shipping address. If you need to update a billing address: We cannot edit these once the payment clears, but if the payment goes through okay then you are fine! If the address does not work, your payment likely won't complete and you can fix it then.
• When will my item ship?
You will receive an automatic email confirmation when you place an order. After ordering, your item will be processed and either be made to order (i.e. some leather goods, pre-orders, deposits) with production times noted in the product descriptions; or your order will be prepped to ship out. Average processing time for in stock items is 1 - 3 business days. When your item has been packaged up, you will receive another email confirmation including a tracking # (USPS for domestic, UPS for international unless specified otherwise). If you did not get a tracking #, first check your spam and then let us know and we can resend the email.
• What if my package never arrived or I am having issues with delivery?
If your package is marked as 'delivered' but hasn't showed up, we recommend trying a few things:
Waiting a day or two, as sometimes packages are marked early by postal workers before actually being delivered.
Checking different possible delivery locations or neighbor's houses, in case it was mis-delivered.
Calling or visiting your local post office, as sometimes packages are held there if they cannot be delivered (before they are returned to sender).
If the item has been missing for an extensive period of time, you can file a claim with the shipping carrier. We can assist you or help provide any info you may need for this claim. Shoot us an email!
• What kind of dog is Spud?
Spud is a blue Australian Cattle Dog, also known as a Blue Heeler. He is on the smaller side for his breed, about four years old, and sometimes smells like corn chips.