Shipping policy

Shipping Overview

All orders ship from our facility in the USA.

This applies to all destinations. Destination-specific details (carrier, cost, customs) are below.

Processing time: For non-pre-order items, processing (fulfilment, packaging, and hand-off to our shipping partners) averages 5–11 business days. Parcel drop-offs happen once or twice a week depending on store activity, more frequently during larger drops.

Pre-orders: Timelines vary by collection, given the complexity involved in producing each piece. Visit our Pre-Order Tracking Page for the current status and expected ship window of your specific drop. Delays can occur throughout production, so this page is the fastest way to get an accurate update — faster than waiting on an email reply.

Address changes: The cut-off for changing a shipping address on a pre-order also varies by collection. Check the Pre-Order Tracking Page for your collection's specific cut-off date. For non-pre-order items, email us before your order ships and we'll update it — once it's shipped, we can't redirect it.

Tracking: Once a label is generated, Shopify automatically sends your tracking number. A tracking number doesn't mean your order has shipped — it may still be in processing.

  • No tracking updates after 4–10 business days: your order is still processing, this is normal.
  • No updates after 14 business days (US/Canada) or 21 business days (international): email info@carboncore.supply.

Shipping days: Orders ship Monday to Friday. We don't ship on weekends, as our postal partners are unavailable.

Shipping cost: Flat-rate, calculated automatically at checkout based on weight and destination.

Carrier responsibility: Once your package is scanned by our shipping provider, liability for delays, disruption, or damage in transit shifts to the carrier.

Lost or stolen packages: Carbon Core isn't responsible for parcels lost or stolen after delivery. Claims must be filed directly with the carrier.

Order issues: If you receive the wrong item or a damaged product due to our error, email info@carboncore.supply and we'll make it right.

By Destination

Continental USA

  • Carrier: USPS
  • Customs & duties: N/A for domestic orders — import fees don't apply.

Canada

  • Carrier: Asendia
  • Delivery time: 1–2 weeks

International

  • Carrier: Asendia
  • Customs & VAT: Not covered by Carbon Core. Duties, VAT, and clearance fees are the customer's responsibility and aren't included in the shipping cost. We cannot under-declare package value.
  • Country limitations: Due to postal infrastructure, we may be unable to ship to certain countries, as determined by our logistics providers.
  • Tracking: Full tracking may not be available for all international shipments. Parcels may take extra time to reach Asendia for clearance.

Return to Sender (RTS)

If USPS or Asendia flags a parcel as Return to Sender, we contact you within 24 hours to confirm or correct your shipping address.

Resolution process: We hold the decision until the parcel physically arrives back at our facility. This confirms the item's condition and avoids a second shipment going out against a parcel still in transit. Once checked in:

  • In stock: we reship to the corrected address at no additional cost.
  • Sold out: we issue a full refund, including original shipping.

Response window: You have 7 days from first contact to confirm a corrected address. No response within that window means the order defaults to a refund once the parcel is back at our facility.

International orders: Reship isn't available outside the USA, due to the cost of return shipping. Any international RTS parcel is automatically refunded in full once checked back in.

Return Condition Requirements

To qualify for a return, your item must be unworn, unwashed, unaltered, and in its original condition, with all tags attached and in its original packaging.

Unworn means:

  • No wear beyond a brief indoor try-on to check fit
  • No odours — smoke, perfume, cologne, deodorant, or food
  • No makeup, skin oil, or product transfer on collars, cuffs, or interior linings
  • No pet hair or other contamination

Unwashed means:

  • Not machine-washed, hand-washed, dry-cleaned, or spot-treated in any way

Unaltered means:

  • No tailoring, hemming, resizing, or repairs
  • No patches, pins, or other additions
  • No tags removed or reattached

A note on factory finishes: some Carbon Core garments are intentionally treated with vintage wash, spray effect, or double-layer construction as part of the original design. These finishes are part of the product, not damage, and don't affect return eligibility. Condition is assessed against how the item was received, not against a plain, untreated baseline.

Normal Wear and Tear

Carbon Core isn't responsible for normal wear and tear once an item has been worn — gradual changes from ordinary use rather than a manufacturing fault. This includes:

  • Fading of colour or print from repeated wear or washing
  • Loosening of stitching at stress points (cuffs, pockets, seams) from regular movement
  • Zipper wear from ordinary use
  • Softening or breaking-in of leather, canvas, or technical fabric

This is different from a manufacturing defect — for example, a seam failing on first wear or a zipper breaking straight out of the box. Defects reported within a reasonable window of receipt are handled under Damages and Issues, not this policy.