How much is shipping?
Standard shipping is free on all orders placed in the United States. A flat rate shipping fee of $7 applies to all international orders.
What shipping method do you use?
Standard shipping for orders includes USPS and UPS. International orders are shipped via Asendia, USPS First Class International Mail, and DHL.
How long will it take for my order to arrive?
Standard order processing time is 5-10 business days (depending on the order size) and shipped Monday through Friday. Standard shipping time can be between 3 to 21 business days (depending on the country) after the order has been sent; however, most domestic orders are estimated to arrive within 5-7 business days after orders have been processed and shipped. On average, international orders will generally be 10-15 days from processing and shipping.
Why did I only get part of my order?
Don’t worry! In order to get your items to you as quickly as possible, we went ahead and shipped what we had on hand at the warehouse. We will fulfill the rest of your order as soon as we can. You’ll be getting another tracking number from us, too.
Do you offer package tracking?
Yes! We will provide you with the tracking number via email once your package is shipped. We are not responsible if USPS does not update tracking information. Please note, the tracking for international orders will not update once the package leaves the US, but the order is still on its way.
Do you ship internationally?
Yes, we ship to almost every country around the world. Note: Due to service impacts related to the COVID-19 pandemic, some countries are not accepting USPS shipments. This may affect our ability to ship to certain countries.
What if my package is lost?
We consider a package lost when you have not received your order over 15-20 business days from the date it was shipped (based on your shipping confirmation email). Please note this is not from the date of purchase.
Please notify us that your package was missing at orders@thefirstgenshop.com and we will look into this issue for you. If your package is found to be missing and within the timeframe outlined above a refund or reshipment may be issued. Each situation is different.
What's up with holiday shipping delays?
As the holiday season approaches we recommend planning early to ensure items are received in a timely manner. Some items may ship separately (i.e. mugs and embroidered pieces). During holidays or times of high demand, orders may take up 10 – 15 business days to process.
The postal delivery service this holiday season has become overwhelmed with orders and their tracking systems have not been updated regularly. While we wish we could make their process more efficient, once your package is delivered to their facilities, the arrival times are out of our control. We ask for patience and grace as they try to do their best to get your packages to you as soon as possible.
We ask that you outreach to each carrier in your tracking email directly for updates.
For the USPS: Call: 1-800-275-8777. Follow the prompts to speak with some directly, follow the prompts for “Track a Package” and then after you enter the information, ask to speak to a representative. Please be aware the hold time is very long.
For DHL Call: 317-554-5191 M-F 8-9pm(EST) and follow the prompts. Some of our packages will start with DHL and then get delivered via USPS.
For FedEx Call: 1.800.463.3339
If you are like us and need to speak to a human hopefully these numbers will be helpful (after you get through the automated prompts).
How is your company responding to the COVID-19 pandemic?
We are working with our distributor to ensure safe working environments and that precautions are taken to make sure your items are handled with the utmost care. Due to the stay-at-home orders, we previously experienced longer delivery times.
Thankfully, we have been able to process orders on schedule between 7-14 business days. If we anticipate additional delays, we will update it here. You will also receive personal updates along the way. We hate waiting for things too but we do thank you for your support and patience.
What if I need to cancel my order?
Orders can be canceled within a 1-hour window; however, depending on production times, we cannot guarantee that it will process.
What is your refund policy?
We do not issue refunds on orders that have completed payment and shipped.
What is the return policy?
All items returned must be in original condition (including all paperwork, packaging, and accessories). All items must be unworn, unaltered, and unwashed. Based on the condition (i.e. smoke smell, burn marks, pet hair, etc.) we reserve the right to deny the return.
All returns are refunded via store credit in the form of an e-gift card from The First-Gen Shop. Returns are processed within 5-7 business days after your item(s) are delivered to us.
You are responsible for covering shipping costs to return your item(s); therefore, the store credit issued will reflect less the cost of shipping. Use the returns portal to start the process.
What is the exchange policy?
At this time, we are unable to process direct exchanges. Exchanges are treated as returns. You will be provided with a store credit which will allow you to order the desired color, size, etc. Exchanges on limited release and exclusive items are not guaranteed.
You are responsible for covering shipping costs to return your item(s); therefore, the store credit issued will reflect less the cost of shipping. Use the returns portal to start the process.
What if something is wrong with my order?
If you received items ordered online that were received damaged, defective, or incorrect, you will need to contact customer service within 14 DAYS of the original order’s arrival date at orders@thefirstgenshop.com. If the order is damaged or defective, we will require a picture of the items in order to proceed with fixing the issue.
In the event that your order is canceled by The First-Gen Shop, or one or more of your items sold out since your order was processed, we will issue you a refund. The First-Gen Shop will take 5-7 business days to clear your refund. Depending on your financial institution, the refund amount may take up to 10 business days to post to your account.
If you used an e-gift card to purchase your item(s), your funds will be issued back to it immediately.
What forms of payment do you accept?
All major credit cards, checks, and money orders. All payments are secured for your protection.
Are discounts available for bulk orders?
We offer special rates on our signature packages and high-flyer sets. You can purchase any of these in cases of 10, 25, or 100.
Do you offer customizations?
We are unable to make full customizations; however, for a fee, we offer modifications (such as color changes to represent your organization) to select designs currently in our store. Reach out to us at orders@thefirstgenshop.com for more information.
What size shirt should I order?
We have S-5XL shirts in most orders. We celebrate the various shapes of our clients. To best suit the majority, our shirts are unisex. If you desire a more fitted look please go down one size. We carry baby, kids, toddler sizes for a select collection of shirts that range from 3mo to 5T.
Will designs fade?
Some of the prints will fade a tad after being washed. Black prints tend to fade the most but will hold up for several wears and washes. Washing instructions are found on the tag of each shirt.
What happens during sales and promotions?
Please note that during special promotions, processing times may increase as order influx increases at those times. Please allow up to 5 business days to receive a response from customer service during this time. We strive to send orders out as quickly as possible and will notify you of any major delays.
We Got You!
Thank you for being the best part of The First-Gen Shop!