FAQ

• Yes, we ship to APO/FPO/DPO.
• Regular orders can take up to 5 to 7 days to process (processing may take longer during holiday seasons and/or due to inclement weather).

 

Regular Order Policy

• Changes cannot be made after 8 hours of placing your order; this includes size changes and address changes. After 8 hours, your order will be processed and no further adjustments can be made to your existing order.
• Orders cannot be canceled or refunded after 24 hours of placing your order.

 

Shipping Timelines

• Please keep in mind processing times do not include shipping timeframes (for both preorders and regular merch).
• Typical shipping is 3 to 5 days for US orders and 7 to 21 days for international orders/APO. 
• We are not responsible for carrier delays with packages. Once it leaves our hands, it is in the carrier's full possession and we have no control over it. 
• Any questions or concerns regarding shipped packages should be addressed with the carrier, using your tracking number. 
• For more information on shipping timeframes, visit the carrier's website. 
• For packages that may end up lost or in transit for too long, please contact the postal carrier before reaching out to us. Fill out a lost package form with them. If need be, then reach out to us and we’ll assist in the best way possible. 

 

Preorder Policy

• Preorder processing times may take 4 to 6 weeks, not including the open preorder window of 2 weeks.
• All NEW drops are by preorder only. Refer to product descriptions (note the fine print) for preorder information.
• Size changes can only be made during the preorder window; this is 2 weeks from the date of the drop
• No refunds or cancellations will be accepted 24 hours after placing the order
• Address changes can be made up to week 4 of the preorder window
• Preorder items cannot be exchanged

 

What is your Return / Refund Policy?

• Unfortunately, we cannot accept returns or exchanges for pre-ordered items. Pre-order items are stated in the item description.
• If you’re unhappy with a non-preordered item, you may return it to us for a refund.
• All returned items/items for exchange must be postmarked within 3 days of when you initiate the return.
• All items must be in new and unused condition, with all original tags and labels attached.
• Place your item securely in its original packaging, include your proof of purchase, and affix the return label securely to the outside of the packaging.

 

What is your return process (applies only to regular orders, no preorders)?

• To return a regular order item, please get in touch with us at support@sunsetgoons.com with your order number, name, and mailing address.
• We will provide you with a Return Authorization number and shipping label.

 

What is your refund policy?

• After receiving your returned item(s) and inspecting the condition of the item(s), we will process your return or exchange. 
• Please allow 7 days from the receipt of your item to process your return or exchange. 
• Depending on your financial institution, refunds may take 1 to 2 billing cycles to appear on your banking statement. 
• You will be notified via email when your order has been processed for a return.

 

Are there exceptions for refunds?

• Preordered items cannot be returned or exchanged. 
• Any undergarments cannot be returned or exchanged. 
• Sale items are FINAL SALE and cannot be returned or exchanged.
• For defective or damaged items, please contact us at support@sunsetgoons.com

 

Can I use a discount with another promotion or sale? 

• Discount codes cannot be used with other sales or promotions unless specified directly in promotional details.
• Promotion codes cannot be retroactively applied.

 

Can I add an item to an order I’ve already placed?

• Yes, you may add to your order as long as it is within 8 hours of placing the original order.

 

What payment forms do you accept?

• We accept all types of payments, including all major credit cards, Shop Pay, Apple Pay, and PayPal.

 

More questions?

• If you have any questions, don't hesitate to get in touch with us at support@sunsetgoons.com 
• Any inquiries on other platforms (Instagram, X (formerly Twitter), etc.) will not be acknowledged. 
• Emails sent to the automated order platform email address (admin@sunsetgoons.com) will not be acknowledged. This inbox is not monitored.
• You can expect a response via email within 24 to 48 hours; no responses on weekends and/or holidays.

 

Thank you,

- Sunset Goons