FAQ

Frequently Asked Questions (FAQ)

Orders

How long does it take to process my order?

Orders are processed within 1–2 business days (Monday to Saturday). Orders placed after 6:00 PM (EST) are processed the next business day.

Can I cancel my order?

Orders can be canceled within 60 minutes of purchase. After this period, changes or cancellations may not be possible. If the order has already shipped, the return policy applies after delivery.

What happens if my payment fails?

If a payment is declined or fails, a notification will appear during checkout. Please verify your payment details or select a different payment method. Orders with incomplete payments are not processed.

Shipping

Where do you ship?

Shipping is available within the United States only.

Do you offer free shipping?

All orders include free USPS shipping within the United States.

How long does delivery take?

Processing takes 1–2 days (Monday to Saturday), and shipping takes 3–5 days (Monday to Saturday). The total estimated delivery time is 4–7 business days.

Will I receive tracking information?

Tracking details are sent by email once your order has been dispatched.

What if my order is delayed?

If your order does not arrive within the estimated timeframe, allow an additional 3 business days. If it still has not arrived, contact customer support for assistance.

Returns and Refunds

What is your return policy?

Returns can be requested within 90 days from the delivery date. Items must meet the return conditions outlined in the Return and Refund Policy.

What conditions must items meet for a return?

Items must be unused, unwashed, and returned in original condition with tags and packaging where applicable, along with proof of purchase.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or incorrect.

How long do refunds take?

Refunds are processed within 7 business days after the returned item is received, inspected, and approved.

Can I exchange an item?

Exchanges are available for eligible items. If an exchange is not possible due to availability, a refund may be issued.

What if I receive a damaged or incorrect item?

Contact customer support as soon as possible with your order number and photos of the issue. A resolution will be provided after review.

Payments

What payment methods do you accept?

We accept major credit and debit cards including Visa, Mastercard, American Express, Discover, Diners Club, Maestro, and UnionPay, as well as Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

Payments are processed securely through Shopify using SSL encryption. Full payment card details are not stored on our servers.

Are there additional fees or charges?

All prices are listed in USD. The price shown at checkout is the total amount payable, with no additional charges.

Privacy and Security

How is my personal information used?

Personal information is used to process orders, provide support, improve the website, and meet legal requirements. Details are outlined in the Privacy Policy.

Do you use cookies?

Cookies are used to support website functionality, remember preferences, and analyze usage. You can manage cookies through your browser settings.

Do you share my personal information?

Information is shared only with service providers necessary to operate the business, such as payment processors and shipping partners, or when required by law.

How can I contact support?
For any questions or assistance, contact:
Email: support@gentlemanempireboston.com