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FAQ'S

FREQUENTLY ASKED QUESTIONS

Where is my order?

Once your order has been processed, you will receive a shipment notification with tracking number. From here you can track the progress of your order. Please allow up to 24 hours for tracking updates to appear.

What does it mean if an item is available for pre-order?

Items available for pre-order will be indicated on the product page with the anticipated ship date. Please note these dates are estimates and if anything changes you will be notified. Once your order is placed, the full payment will be captured up front. If you wish to cancel your order before the ship date, you may do so by contacting Customer Service at orders@thisisthegreat.com. Pre-order items will ship within 1-3 business days after it is available at our warehouse.

What if I need to change or cancel my order?

If you need to cancel an order and it 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. Please note we cannot change or cancel any Final Sale or Customization orders.

Can I get a price adjustment?

Unfortunately, we are not able to accommodate any price adjustments.

Do you offer gift wrapping or gift notes?

At this time, we do not offer gift wrapping online, but a gift message can be added at the time of checkout. 

FREQUENTLY ASKED QUESTIONS

Where is my order?

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.

What does it mean if an item is available for preorder?

Items available for pre-order will be indicated on the product page with the anticipated ship date.  Please note, once your order is placed, the full payment will be captured up front. If you wish to cancel your order before the ship date, you may do so by contacting Customer Service at orders@thisisthegreat.com. Pre-order items will ship within 1-3 business days after it is available at our warehouse.

What if I need to change or cancel my order?

If you need to cancel an order and it 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. 

Can I get a price adjustment?

We do not offer price adjustments. 

Do you offer gift wrapping or gift notes?

At this time, we do not offer gift wrapping, but a gift message can be added at the time of checkout. 

ORDER ISSUES

What do I do if I receive a damaged, wrong or am missing an item?

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{link} 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{link}. 

What do I do if my package says delivered but I have not received it?

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, often shipments 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 so that we can file a claim with the carrier to launch an investigation and take the next steps in resolving this for you. 

Please note, we are not responsible for packages that are lost, damaged or stolen. 

The College Sweatshirt. I received as a split on the left cuff, what do I do?

The split on the left cuff is an intentional part of the design! Every College Sweatshirt. is going to have this signature rip to add to its beloved vintage charm. 

Can I use more than one discount code on an order?

Only one discount codecan be used per order. Multiple discount codes cannot be combined.

ORDER ISSUES

What do I do if I receive a damaged, wrong or am missing an item?

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{link} 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{link}. 

What do I do if my package says delivered but I have not received it?

If your order has been marked as delivered but has not shown up, please don’t panic. Likely the package is still on the way! Please check with neighbors and the surrounding property, often shipments 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 so that we can file a claim with the carrier to launch an investigation and take the next steps in resolving this for you. 

Please note, we are not responsible for packages that are lost, damaged or stolen. 

The College Sweatshirt I received as a split on the left cuff, what do I do?

The split on the left cuff is an intentional part of the design! Each one is going to have this signature rip to add to its beloved vintage charm. 

SHIPPING

How long does it take to process my order?

We aim to fulfill all orders within 3 business days if placed by 1pm PST.  Our team does their best to process orders placed with expedited shipping same day if placed by 1pm PST. You will receive an email notification with tracking information once your order has shipped.

Please note custom embroidery orders take 14-21 business days to ship. Choosing expedited shipping at checkout on custom embroidery orders does not expedite this processing time. Your item will be shipped with your selected shipping method once your order is complete.

Do you ship internationally?

Yes, we are thrilled to make shopping more accessible to customers near and far. You can now shop in your local currency. All international orders are shipped via DHL.

When will my custom embroidery order ship?

Custom embroidery takes 14-21 business days to be completed and ship.  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. 

Choosing expedited shipping at checkout on custom embroidery orders does not expedite this processing time. Your item will be shipped with your selected shipping method once your order is complete.

SHIPPING

How long does it take to process my order?

We aim to fulfill all orders within 3 business days if placed by 2pm PST.  Our team does their best to process orders placed with expedited shipping same day if placed by 1pm. You will receive an email notification with tracking information once your order has shipped.

Please note custom embroidery shipping will differ and is noted as such on the product page. 

Do you ship internationally?

Yes, we are thrilled to make shopping more accessible to customers near and far. Select your country from the top navigation menu to browse in your preferred currency and language.

When will my custom embroidery order ship?

Custom embroidery takes 14-21 business days to be completed and ship.  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. 

RETURNS & EXCHANGES

What is your return policy?

If for any reason you are unhappy with your purchase you can return or exchange items within 30 days of purchase.

Any items that are returned must be new, unworn, and have all garment tags attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. Returns of swimwear will only be accepted with intact original tags and protective liners. Please ship your swimwear back in its reusable silicone pouch. Refunds can be made in the original form of payment, or as a gift card for store credit. Please note that shipping and handling charges are non-refundable as well as import taxes or duties incurred on the original shipment or return process (with the exception of California State sales tax).

You can also use a carrier of your choice; however, we highly recommend using a provider with a tracking service (FedEx, UPS, or USPS). We are not responsible for returns lost or damaged in transit.

International customers are able to return their items for a flat rate fee of $15.

All items marked FINAL SALE cannot be exchanged or returned at any time. Custom embroidered items are FINAL SALE.

How do I start a return?

To start a US Return click HERE{link}. To start an International Return click HERE {link}. You will need your order # to access the order information. 

Can I return final sale items?

We DO NOT accept the return of Final sale items. items marked FINAL SALE at time or purchase cannot be returned or exchanged at any time. 

How long will it take to see my refund?

Once your return has been delivered to our warehouse it may take up to 7 business days for your package to be processed and refunded. Once the refund has been issued you will receive an email notification. Most refunds take 5-7 business days to post to your account, but this may differ depending on your banking institution. 

Can I return an item outside of the 30 day return window?

Unfortunately, we are not able to accept any returns outside the 30 day window.

Can I return my order to a The GREAT. Store?

Yes! Any online purchase can be returned or exchanged at any of THE GREAT. Store Locations. Find a store near you HERE{link}

Can I ship back multiple returns in one return package?

To ensure a quick returns process and eliminate any confusion, we ask that each order is shipped back separately with its own RMA.

How do I make a gift exchange?

To exchange a gift, click HERE{link} 

Can I return something that I bought somewhere else?

We are not able to accept returns for items purchased at a different retailer. We recommend reaching out the retailer where the item was purchased directly.

RETURNS & EXCHANGES

What is your return policy?

If for any reason you are unhappy with your purchase, you can return or exchange items for free within 30 days of delivery. To view our full return policy click HERE{link}. 

 

How do I start a return?

To start a US Return click HERE{link}. To start an International Return click HERE {link}. You will need your order # to access the order information. 

Can I return final sale items?

We DO NOT accept the return of Final sale items. items marked FINAL SALE at time or purchase cannot be returned or exchanged at any time. 

How long will it take to see my refund?

Once your return has been delivered to our warehouse it may take up to 7 business days for your package to be processed and refunded. Once the refund has been issued you will receive an email notification. Most refunds take 5-7 business days to post to your account, but this may differ depending on your banking institution. 

Can I return an item outside of the 30 day return window?

Unfortunately, we are not able to accept any returns outside the 30 day window.

Can I return my order to The GREAT. Store?

Yes! Any online purchase can be returned or exchanged at any of THE GREAT. Store Locations. 

Can I ship back multiple returns in one return package?

To ensure a quick returns process and eliminate any confusion, we ask that each order is shipped back separately with its own RMA.

How do I make a gift exchange?

To exchange a gift, click HERE{link} 

Can I return something that I bought somewhere else?

We are not able to accept returns for items purchased at a different retailer. We recommend reaching out the retailer where the item was purchased directly.

STILL HAVE ANY QUESTIONS?

Send us an email at hello@thisisthegreat.com

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