ORDERS & SHIPPING
Once your order has been processed, you will receive a shipment notification with UPS tracking #. From here you can track the progress of your order.
We aim to process and ship out all orders within 3 business days if placed by 2pm PST. Standard shipments via UPS typically arrive within 5-8 business days. Orders with expedited shipping are typically processed and shipped the same day if placed by 1 PM PST. You will receive an email notification with tracking information once your order has shipped.
If you placed an order with an incorrect shipping address, please reach out as soon as possible and we may be able to accommodate your request. If your package has already left our distribution center, we are unable to change the address.
Our system doesn’t allow us to make edits to an order after it’s been placed. If you ordered the wrong item, please reach out to us so we can cancel the order as soon as possible. We recommend cancelling the incorrect order and placing a new order with the correct items.
Unfortunately, UPS is unable to ship to P.O. Boxes.
Custom embroidery takes 14-21 business days to be completed and shipped. All custom orders are FINAL SALE. Chainstitch embroidery is one of a kind and done by hand. Exact size, style and font varies. Currently, we are only able to accommodate chain stitching of up to 10 characters in one location. Please note that punctuation counts as a character.
Yes, we offer international shipping to select countries. You can shop in your local currency by choosing your country in the top navigation section of our website. All international orders are shipped via DHL. Any applicable taxes and duties are calculated and displayed at checkout.
If you’re interested in an item that is sold out online, click on a sold-out size and select FIND IN STORE on the product page to view our store locations. You can call any of our stores and someone will assist you in finding the item in your size from one of our store locations. We ship items from stores for free on orders over $100. You can also view our store information HERE.
Currently, we do not offer gift wrapping, but a gift message can be added at checkout and every package comes wrapped in beautiful kraft paper with various custom-designed motifs such as stripes or florals.
If you received a damaged, wrong or are missing an item please email us at orders@thisisthegreat.com and we will help resolve the issue for you. Alternatively, you can use our returns portal to exchange for the correct item. Please make sure to select ‘received wrong item’ or ‘damaged’ for the return reason. To view our full return policy, click HERE.
If your order has been marked as delivered but has not shown up, it is likely that the package is still on the way. Please check with neighbors and the surrounding property, as shipments often get left in the wrong area. If for any reason the package does not arrive after 3 days of being marked as delivered, please email orders@thisisthegreat.com. We can file a claim with the carrier and assist in the next steps in resolving this for you. Please note, we are not responsible for packages that are lost, damaged or stolen.
If you need to cancel an order that has not yet shipped, please reach out to orders@thisisthegreat.com as soon as possible. While we cannot guarantee we will be able to cancel the order, we will do our best to accommodate.
We do not offer price adjustments. Purchases made prior to promotions or markdowns are not eligible for a price adjustment. Discount codes must be applied at the time of checkout and cannot be retroactively applied.