FAQ

ORDERING

When will my order ship? Please allow 5-10 business days for your order to be processed and packed - this does not include shipping times. If there is any issue with your order, we will reach out to you via the email listed on your order in a timely manner. You will receive a shipping confirmation with a tracking number once your order has been packed and shipped out with the respective carrier.

*Due to high demand, some orders may take up to 15 business days to ship. We truly appreciate your patience and support—we’re working hard to get your order out as quickly as possible!*

Can I cancel my order? Unfortunately, once an order has been placed, they cannot be cancelled as all orders are put into production within 48 hours of the order being placed.

*We use third-party services for shipping and delivery. Therefore, we are not liable for any-third party shippers or their third-party service provider's failure to complete the delivery process on time. We are not responsible for the delivery within the estimated time or date specified. The delivery time is estimated and is not warranted in any manner.*

SHIPPING

Do you ship internationally? 100%.

Do I need to pay customs on my orders? Kopke613 is not responsible for any customs or duties that are levied on international orders. Tax rates may vary between countries and we unfortunately do not have control over any possible duties.

How long will it take for my order to arrive? Transit times for orders vary depending on the region and where they are being shipped. This refers only to the transit times with the carriers once a tracking number has been generated. *Average shipping time is roughly 3-5 business days.

What does shipping protection cover? In the rare case that your order is lost in transit, then by purchasing shipping protection we will send you a replacement order 100% on us. However, shipping protection does NOT cover an order lost due to an incorrect address inputted at checkout.

RETURNS

What is your return or exchange policy? As all of our products are made to order, and as such, we are unable to provide exchanges or returns on orders. If you notice something wrong with your order or wish to swap an item for another item of equal value within 48 hours of ordering, please reach out to support immediately, as edits can no longer be made when the order is nearing the shipping phase.

I received my order and it was damaged or defective. What can I do? If you've received your order and it was damaged or defective, please contact our support team with your order number and images of the garment immediately within 3 days of receiving your order.

GENERAL

What are the garments made of? Please refer to the product description to see the product materials.

Anything to note about product care?  Garments are recommended to be washed inside-out in cold water, and caps are recommended to be hand-washed. Our garments are pre-shrunk. However, repeated cycles in a dryer will deteriorate the design/print and product (any cotton-based product) over time and cause slight shrinking. Because of this, we recommend air-drying in order to preserve the garment fully.

Where are the products from? The base materials for our garments are sourced domestically, and internationally from high-quality suppliers to keep them affordable for our customers. All of our products are 100% decorated, picked, packed, and shipped by Canadian workers in Toronto, Ontario. 0% of these materials are sourced from the USA or China.

I forgot a discount! Everyone makes mistakes. If you've forgotten to apply a discount to your order, please contact support, and if your order would have qualified for the discount, we will be able to retroactively apply it to your order, and issue a refund for the difference.

My order was lost, what do I do? Shipping protection is offered for a $3 surcharge on all orders, and will see your order insured against loss or theft, from door-to-door. 

If a customer provides an incorrect address at checkout, and the order is delivered to the incorrect address, we are not liable to send out a replacement. If a signature is required from the recipient for the delivery, and they are not made available to sign for the package, we are not liable to send out a replacement.

Is this a Canadian company? We are a 100% Canadian founded, owned, and operated business. 

Where can I track my order? You will receive an email with shipping information, including the tracking number, and courier being used for your specific order, once your order has completed production. Please note that shipping labels are created for orders prior to them leaving the facilities. This may result in a period of time where your package seems to not be moving, prior to its actual shipping.