FAQ's

FAQs

*After* reviewing the below information, if you still cannot find the answer you are looking for, please send us a message on our Contact Us page.

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ORDER CONFIRMATION

CONFIRMING YOUR ORDER:

  • You should receive an order confirmation email within 24 business hours to the email you entered at checkout. We always recommend screenshotting your order # and confirmation right after checkout.
  • If you cannot find the order confirmation email after 24 hours, please check spam folders and your method of payment, to make sure the charge went through and the order was placed. 
  • If you still have not received the order confirmation email, please contact us during Live Chat hours or via our Contact Us page. (The email you used to place the order may have had  a typo, and that is why you’re not receiving the order confirmation email.)

PROCESSING TIME:

  • After placing your order,please allow 2-3 business days for processing during the regular season andup to 8 business days during the holiday season or major sale events. 
  • NOTE: This means you will not receive any tracking or shipping emails until processing time is complete.
  • TRACKING YOUR PACKAGE:

    • Once the order is done processing, you should receive a shipping email with tracking information inside. Be sure to use the link provided, and do not try to type it into other search engines, as tracking numbers are specific to shipping carriers. 
    • There is also a super helpful app, the Shop app, that will help you more easily track your package. 
    • DISCLAIMER: The customer is responsible for tracking the package. He Would Love First is not responsible for customers’ packages who don’t reach out for the tracking number and miss the delivery of their package.

    NO TRACKING NUMBER:

    • If you do not receive the shipping email after the processing time detailed above, please reach out to us during Live Chat hours or via our Contact Page. You most likely have an address error that we can work with you to fix. See the bottom of this page for Address Error Tips and Tricks. 

     

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    SHIPPING & DELIVERY

    SHIPPING TIMES:

    • Our regular domestic shipping is a flat rate of $7.95. This is non-negotiable. 
    • Domestic shipping times vary from 5-7business days during regular season to 5-14+business days during holiday season or major sale events.
    • This does not include 1-3business days for processing during the regular season and up to 8business days for processing during the holiday season or major sale events.
    • The holiday season (Christmas, Black Friday, etc.) can cause shipping delays that are outside of our control.Please be sure to order holiday gifts with plenty of time for uncontrollable delays.
    • International Shipping information is below.

    RUSH SHIPPING:

    • Rush Shipping is not always provided. If it is available, it will be offered at checkout as a shipping option. We do not offer special expedited shipping. 
    • Rush shipping is 2-5 business days. This does not include any unprecedented delays that occur on part of the shipping carrier. 
    • DISCLAIMER: Rush Shipping does not include the time it takes to process.
    • In a case by case situation, if you purchased Rush Shipping and it did not arrive in the allotted time, we can look into refunding the +$2 shipping upgrade to Rush Shipping. Our regular shipping is a flat rate of $7.95. Please reach out to us during Live Chat hours or via our Contact Page for the refund.

    INTERNATIONAL SHIPPING:

    • We do ship internationally, with some limits. 
    • Please be sure to enter your international address to the best of your ability.
    • If you haven’t received a tracking number in an email after the proper processing time has passed, please reach out during Live Chat hours or via our Contact Us page. International shipping can take much longer than domestic shipping. 

    DELAYED PACKAGE:

  • If an item is marked “Delayed” via the tracking number, these delays are entirely outside of our control. Allow several business days for them to clear. 
  • Reminder: We are just a small business, relying on the postal system just as you do. We cannot see anymore into these delays than you can! Thanks for your patience. 
    • DISCLAIMER:He Would Love First is NOT liable for any shipping address discrepancies, which includes: incorrectly-entered addresses, lost or stolen packages, or incorrectly delivered packages. We strongly suggest purchasing Route Package Protection when checking out, because they will cover most of those incidents above. 

    MISSING DELIVERY:

  • If an item is marked “Delivered” but you do not see it or haven’t received it, please ask household members and neighbors, as well as reach out to the post office ASAP. Often, a family member or roommate picks up the package and forgets to tell you!
  • Route Package Protection: If you bought Route Package Protection, please reach out ASAP to them and follow their policies atclaims.route.com. You will make a claim concerning the missing/lost delivery, and the company will re-purchase the items for you! This helps protect you and us from stolen or lost merchandise.
    • DISCLAIMER: He Would Love First is NOT liable for any stolen/shipping discrepancies, which include: incorrectly-entered address, lost or stolen packages, or incorrectly delivered packages. We strongly suggest purchasing Route Package Protection when checking out, because they will cover most of those incidents above. 

    ROUTE PACKAGE PROTECTION:

    • We strongly encourage having every order protected by the Route Protection Plan. (averages about $0.98 per order). 
    • Route Package Protection is a third-party company that protects both the customer and the merchant from lost or stolen merchandise, or a package that is undergoing a delay longer than a couple of weeks. 
    • You will make a claim concerning the missing/lost delivery, and the company will re-purchase the items for you! This helps protect you and us from stolen or lost merchandise.
    • NOTE: Please check out their website for their own policies and timelines.  They do have certain time limit periods where they will not honor requests. If your tracking shows “Delivered,”  and after 24 hours, you don’t see it, please reach out to them ASAP. We are not responsible for claims made after  their time frame window of honoring these requests.

    FAILED DELIVERY/RETURN TO SENDER:

  • If an item is marked “Attempted Delivery” or “Return to Sender,” please continue to track it. We cannot process a refund of any kind, if applicable, until it returns to us. To discuss this further, please reach out during Live Chat hours or via our Contact Us page.
  • Route Package Protection: If you bought Route Package Protection, please reach out ASAP to them and follow their policies atclaims.route.com. You will make a claim concerning the missing/lost delivery, and the company will re-purchase the items for you! This helps protect you and us from stolen or lost merchandise.
    • DISCLAIMER:He Would Love First is NOT liable for any stolen/shipping discrepancies, which include: incorrectly-entered address, lost or stolen packages, or incorrectly delivered packages. We strongly suggest purchasing Route Package Protection when checking out, because they will cover most of those incidents above. 

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    ORDER ISSUES & EDITS

    ADDRESS CHANGES:

    • There is a small window of changing an address on an order. 
    • If you contact us via Live Support with your order # (6 digits), we might be able to catch it while it is still processing and before it has shipped.
    • NOTE: We can’t guarantee we can catch the order in time to change the address, but will do our best. Once it has shipped, we cannot change the address. Address errors are the liability of the customer. 

    EDITING YOUR ORDER: 

    (i.e. size changes, add/remove an item, etc.)

    • Unfortunately, once an order is confirmed and purchased by the customer, our system does not allow for changes and edits to orders. If an item was added thst you changed your mind on, once it delivers, we have free return shipping (if applicable to your order). 
    • Please see our Returns Policy page for more information regarding eligibility for returns. We do not offer exchanges at this time.



    PROMO CODES/PRICES:

    • Only one promo code per order.Be sure you applied the desired promo code before placing the order.
    • We are very sorry about this, but we do not apply missed promo codes on orders. There are promo codes provided during checkout online, via the mobile site, and on the app! We do apologize for this inconvenience. The price your order was processed for is final and we do not have the ability to retroactively change the order. 
    • Prices are subject to change. We do not apply sale prices to past orders or price match for future sales.

    DAMAGED/INCORRECT ORDERS:

    • We apologize for the mess up and we want to fix it as soon as possible! :)
    • Please reach out to our customer service team during Live Chat hours or via the Contact Us page.
    • Please include the 6-digit order #, the name you ordered under, and photos of incorrect or damaged items. We will need these to help process a replacement order for you!

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    COMMON PRODUCT QUESTIONS

    FREE MYSTERY BRACELETS:

    • It is only one free mystery bracelet per order, no matter how many you add to the order. Utilize these to help pass out to a friend or someone who needs to hear the message that He would love first! :)
    • If an order is just free mystery bracelets with a free shipping promo code, the order is cancelled immediately. 

    BUNDLES:

    • We are sorry for the inconvenience, but bundles are sold as is. We cannot edit sizes within the bundles.
    • "Small" bundle means everything inside will be a size small, the "L" bundle means everything will be a size large, etc.
    • To return a bundle of clothing, bracelets, or both: all items must be included, in order for the bundle to be applicable for a return. We do not accept just one shirt out of a bundle, or a bracelet pack from a bundle as a partial return. See the Returns & Refunds Policy page for more information. 

    SIZING:

    • All of our sizes are unisex, but cut more like men's cut. The size is set by the standard industry sizing, and based on our clothing suppliers. 
    • Most of these size charts can be found online. Often, our models wear a more oversized look.
    • Most apparel is usually a cotton/polyester blend and detailed in the item description.

    HANDLE & CARE:

    • We recommend washing on a cold and delicate cycle, and drying on low to no heat (or hang drying!) 
    • DISCLAIMER: He Would Love First is not responsible for damages incurred during wash/dry cycles. 
    • If you believe an item is faulty or damaged, please reach out to us during Live Chat hours or via our Contact Us page.

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    RETURNS AND EXCHANGES

    EXCHANGES:

    • We do not offer exchanges at this time. Please see our Returns Policy page for more information.


    RETURNS:

    • Please see our Return Policy page for more information.

     

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    BULK & FUNDRAISING

    Please email Jared atjared@hewouldlovefirst.com to discuss bulk and fundraising options! :) 

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    ADDRESS TIPS & TRICKS

    Below are a few address tips to use to prevent address delays. 

    Reminder: If you do not receive tracking within the allotted processing time (detailed above in PROCESSING TIME under the ORDER CONFIRMATION Section), please contact us during our Live Chat hours or via our Contact Us page. 



    COMMON ADDRESS MISTAKES:

    • If you have an apartment, unit, or suite, be sure to include the word "Apt" or "Suite" before the unit number/letter in Address Line 2. 
    • If you do not live in an apartment, unit, or suite: do not write the word “house” in Address Line 2 if there isn't an apartment number or suite number. Just leave that area blank if you live in a house.
    • Do not separate your house number and street with commas, or put them on different address lines. 
    • Don't write the city and state twice.
    • If you see any of these mistakes, please contact us during our Live Chat hours or via our Contact Us page, as your package is most likely undergoing a delay.

    COLLEGE ADDRESSES

    • Include the University in the Company Line.
    • If it is delivered to a student mailbox, you must include "SMB#" before the mailbox number in Address Line 2. 
      • See example:

    John Smith

    University of HWLF

    123 HWLF Street

    SMB # 5678

    Cityville, State, 12345

    • If it is delivered to a hall/dorm, you have to include the name of the college, the street address, and differentiate the hall from the dorm, on Address Line 2 and 3.
      • See examples:

    WRONG:

    John Smith

    University of HWLF

    Love Hall A1

    Cityville, State 12345

    RIGHT:

    John Smith

    University of HWLF

    123 HWLF Street

    Love Hall 

    Dorm #A1

    Cityville, State 12345

    • For further assistance, please research what your university specifically asks for in regards to their mailing and postal delivery service. 
    • If you have any questions or concerns, feel free to contact us during Live Chat hours or via our Contact Us page, to ensure your Po Box address works. 

    PO BOX ADDRESSES & SPECIAL ADDRESSES

    • Be sure to write "PO Box" before the Po Box #.. 

    • See example:

    RIGHT:

    John Smith

    PO Box 5678

    Cityville, State 12345

    • If you have both an address and PO Box, the PO Box most likely goes before the street address. 

    • See example:

    John Smith

    PO Box 5678

    123 HWLF Street

    Cityville, State 12345

    • If you have some kind of CPO box, treat it as a PO Box (See above). 
    • If you have any questions or concerns, feel free to contact us during Live Chat hours or via our Contact Us page, to ensure your Po Box address works.