Shipping Policy

Shipping Information

We ship worldwide (excluding some remote regions in Asia and other isolated areas). Our goal is to get your gear to you as efficiently as possible.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order is on its way.

Shipping Methods & Timeframes

We offer two primary shipping options to balance speed and cost:

• Standard Shipping (Paid):
  • Carrier: DHL or FedEx
  • Cost: $12.95 USD
  • Delivery Time: 10-15 business days after shipment.
  • Ideal for: Faster, tracked delivery.
• Free Shipping:
  • Carrier: EMS
  • Cost: FREE on orders over $50 USD.
  • Delivery Time: 15-25 business days after shipment.
  • Ideal for: Cost-effective delivery on larger orders.

Delivery times are estimates and may vary due to customs processing, holidays, or unforeseen carrier delays. International customers are responsible for any applicable customs duties or taxes.

Return & Exchange Policy

We’re confident you’ll love your purchase. But if something isn’t right, we’ve got your back with a straightforward, no-complications policy.

The Detailed Process: How It Works

1. Initiate Your Request (Within 15 Days)
   Contact our support team at [email protected] within 15 days of receiving your order. Include your order number and details about the item. Use the template below for a faster response:
   
   Subject: Return/Exchange Request – Order #[Your Order Number]
   Hello ThinkEmpire Crew,
   I’d like to request a return/exchange for my recent order.
   Order Number: [Your Order Number]
   Product Name: [e.g., Performance Beanie, Skate Boots]
   Size/Color: [e.g., M, Black]
   Reason: [e.g., Size too large, Color mismatch]
   Please provide the Return Authorization number and instructions.
   My shipping address is: [Your Full Address]
   Thank you, [Your Name]
2. Receive Instructions & Return Authorization (RA)
   We’ll email you within 24-48 hours with an RA number and clear shipping instructions. Do not ship anything without an RA number.
3. Ship the Item Back
   Package the item securely in its original packaging with all tags and accessories. Include a copy of your packing slip or the RA number inside. Ship to the address we provide.
   
   Note: Return shipping costs are the customer’s responsibility, unless the return is due to our error (wrong item, defective product). We recommend using a trackable service.
4. Our Inspection & Your Refund/Exchange
   Once received at our hub, our quality crew will inspect the item.
   • Approved Refund: Processed to your original payment method.
   • Approved Exchange: The replacement item will be shipped. If out of stock, we’ll issue a refund or store credit.

Refund Timeline & Method

• Timeline: Please allow 5-10 business days after we receive and approve your return for the refund to be processed. The time for funds to appear depends on your bank or provider (PayPal is often fastest).
• Method: Refunds are issued only to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). This is part of our secure, PCI-compliant process.

Exchanges

Need a different size in your Activewear or a different color in your Bindings? We offer exchanges for available stock. The process is the same as a return—just specify you want an exchange. Price differences will be charged or refunded accordingly.

International Returns

The 15-day window applies from your delivery date. Customers are responsible for return shipping costs and any potential customs duties on the returned package. Refunds are issued in the original currency of purchase.