Customer information
When unpacking your new shirt or hoodie, you might notice a vinegar-like smell or some off-white residue. Don't worry, it is from a fixation agent applied during the direct-to-garment (DTG) printing process. This pre-treatment is used for all DTG prints in the industry, it helps the ink bond with the fabric to ensure the longevity of the print. All inks used in the creation of the print are water-based and eco-friendly. The smell and residue will disappear after the first wash.
It takes about 5-10 business days for apparel products, and about 2-5 business days for accessories.
Fulfillment time average doesn't include shipping time. When we send you your order's shipping notification, we will include an estimated delivery time. Usually it takes about 1-2 weeks to ship within US and Canada.
Please note that the estimated fullfillment and shipping time are only estimates. The Covid-19 pandemic has affected availability of some products. Some of them may take longer to fullfill. Thank you for your understanding.
We offer flat rate of $10 for shipping Canada and the United States. Shipping to most of the world is at a flat rate of $15.
We are not able to ship to Cuba, Iran, Crimea, Syria and North Korea because of legal restrictions or shipping carrier limiations.
Covid-19 update: (as of May 18, 2021) We don't currently ship to the following countries and territories: Brunei, Eritrea, French Guiana, French Polynesia, Guadeloupe, Laos, Martinique, Mongolia, Myanmar, Reunion Island, Samoa, Saint Pierre and Miquelon, South Sudan, Tajikistan, Timor-Leste, Turkmenistan, Yemen.
Yes, all tracking numbers can be found in the shipping notification emails we send out. Tracking numbers are generated after a shipping label is printed in our facility, the tracking information may not update for up to 24 hours after a label has been printed.
If it has been more than 24 hours since you received a shipping notifcation and the tracking still reflects no movement or changes, please conact us at ginandtori@gmail.com for support. Please note that some international shipment tracking may take up to a few days to display any updates.
In some cases, multiple items ordered at the same time may be sent in seperate shipments. This is because we ship inventory from different warehouses depending on inventory availability.
Stickers and some of our products are individually packaged to protect their shape, so they will also be shipped separately.
But fear not, the number of shipments will not affect your order's flat rate shipping cost.
Typically only national postal operators like the US Postal Service or Canada Post are able to deliver orders to PO Boxes. Larger orders that might be too large for PO boxes, we suggest you use a physical address instead of a PO Boxes address to ensure smooth delivery.
Please wait a day or two. Shipments can get delayed for reasons we can't predict. We understand it's frustrating to deal with a late shipment, but please remember estimated delivery time is just an estimate, it's not a guarantee.
If it is been a few days and the order still hasn't arrived, please send us an email at ginandtori@gmail.com. We will be happy to assist you.
If you received any item that is damaged/misprint/defective, please contact us at ginandtori@gmail.com within 21 days of delivery.
If you returned the item to the return address on the packing slip, please contact us at ginandtori@gmail.com as soon as possible with a photo of the packing slip. That will help us follow up with your order efficiently.
Please submit any return requests no later than 21 days after the item has been received. We will not be able to issue a refund after that period.
For packages lost in transit, please contact us at ginandtori@gmail.com no later than 21 days after the estimated delivery date. We will send out a replacement order once we confirmed with the courier service that the order is not delivered and deemed lost.
Please keep in mind that we cannot take responsibility and reship the order if tracking information states an order was delivered.
We currently do not accept any exchange or refund due to buyer's remorse or size change. Please refer to the size guides to help you select a size that fits you best.