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Customer Help Center

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

This time can vary depending on the product, design complexity, and current order volume.

Once the product is ready, shipping time will depend on the chosen shipping method and your location. We offers various shipping options, including Standard Shipping and Express Shipping.

For more accurate shipping estimates:

  • Check your order details: We provides an estimated ship-by date for each order.
  • Consider Express Delivery: This option can significantly reduce both production and shipping times.

Shipping Times

  • United States: Orders are typically delivered within 5-10 business days.
  • International: Orders may take between 10-20 business days, depending on the destination country and customs procedures.

Remember that these are estimates, and actual delivery times may vary. For the most accurate information, refer to the specific details provided by Build Your Gear for your order.

Creating an account on Build Your Gear allows you to manage your orders, save your preferences, and enjoy a faster checkout experience. Here’s how to create your account:

1. Visit the Registration Page

  • Go to the My Account Page: Navigate to the My Account Page on our website. You can find this page by clicking the “Sign Up”

2. Fill Out the Registration Form

  • Enter Your Information: Provide the required details, including:
    • First Name and Last Name
    • Email Address
    • Password (Choose a strong password with a mix of letters, numbers, and symbols for security)
    • Confirm Password (Re-enter your password to confirm it)
  •  

3. Agree to Terms and Conditions

  • Review Terms: Read and agree to our Terms and Conditions and Privacy Policy. You can usually find links to these documents on the registration page.
  • Accept: Check the box indicating that you accept these terms.

4. Complete the Registration

  • Submit the Form: Click the “Sign Up” button to submit your registration form.
  • Verification: You will receive a verification email to confirm your email address. Click the link in the email to verify your account.

5. Log In to Your Account

  • Access Your Account: After creating and verifying your account, you can log in using your email address and password.
  • Manage Your Account: Once logged in, you can manage your account details, view order history, track shipments, and update your preferences.

6. Need Help?

If you encounter any issues while creating your account or have any questions, please reach out to our customer support team for assistance:

Thank you for joining [Your Website Name]! We look forward to providing you with a great shopping experience.

If you need to change your shipping address after placing an order on Build Your Gear, please follow the steps below:

1. Contact Us Immediately

  • Since all of our products are custom-made and enter production quickly, it’s important to contact us as soon as possible after placing your order.
  • Email our customer service team at [email protected] with your order number and the correct shipping address.

2. Timing is Crucial

  • Within 12 Hours: If you contact us within 12 hours of placing your order, we will do our best to update your shipping address before the order enters production.
  • After 12 Hours: If more than 12 hours have passed, your order may have already begun production or been shipped. In this case, we may not be able to change the shipping address.

3. Verify Your Address

  • Please double-check the shipping address you provide to ensure it is correct. Any errors in the address could result in delayed or failed delivery.

4. What If My Order Has Already Shipped?

  • If your order has already been shipped, we recommend contacting the carrier with your tracking number to see if they can reroute the package to your new address. Please note that this is not always possible and may incur additional charges.

5. Shipping to the Wrong Address

  • If your order is returned to us due to an incorrect or incomplete address, we can reship the package to the correct address. However, you may be responsible for additional shipping costs.

6. Future Orders

  • To avoid this situation in the future, please ensure that your shipping address is correct before completing the checkout process. You can always update your shipping information in your account settings for future orders.

Need Help?

If you have any questions or need assistance with changing your shipping address, feel free to reach out to us at:

Tracking your order on Build Your Gear is easy! Follow the steps below to check the status of your purchase:

1. Order Confirmation Email

  • After placing your order, you will receive a confirmation email containing your order details. This email will include your order number, which you can use to track your order.

2. Shipping Confirmation Email

  • Once your order has been printed and shipped, you will receive a shipping confirmation email. This email will include a tracking number and a link to track your package through the carrier’s website.

3. Track Your Order Online

  • Using Your Order Number:

    1. Visit our Order Tracking Page on Build Your Gear.
    2. Enter your order number and email/phone number you used when placing the order.
    3. Click “Track” to view the current status of your order.

  • Using the Tracking Number:

    1. Open the shipping confirmation email.
    2. Click on the tracking link provided, or copy the tracking number and paste it into the carrier’s tracking page (e.g., USPS, UPS, FedEx).
    3. You will be able to see the latest updates on your shipment’s location and estimated delivery date.

At Build Your Gear, your privacy and security are our top priorities. Here’s how we handle your credit card information:

1. Security and Privacy

  • No Storage of Credit Card Information: For your safety, we do not store your credit card information on our servers. When you make a purchase, your credit card details are processed through a secure, third-party payment gateway.

2. Secure Payment Processing

  • Third-Party Payment Gateway: We use a reputable and secure payment gateway to handle all transactions. This gateway encrypts your payment information to protect it from unauthorized access.
  • Compliance: Our payment processor complies with the Payment Card Industry Data Security Standard (PCI DSS) to ensure your credit card data is handled securely.

3. Convenience Features

  • Saved Payment Methods: If you choose to save your payment method for future purchases, this information is stored securely by the payment processor, not by us. You can manage or delete saved payment methods through your account settings if available.

4. Your Responsibility

  • Account Security: Ensure that your account password is strong and kept confidential. If you suspect any unauthorized access to your account, please contact us immediately.

5. Contact Us

If you have any concerns about how your payment information is handled or if you have any questions regarding our payment security practices, please contact our customer support team:

Thank you for shopping with us. We are committed to ensuring your personal and payment information is handled with the highest level of security.

We comply with tax regulations and may charge sales tax based on the following criteria:

1. Sales Tax Collection

  • Applicable Locations: Sales tax is collected based on the shipping address of your order. We charge sales tax for orders shipped to states or regions where we are required to collect tax according to local laws.
  • Tax Calculation: The sales tax amount is calculated based on the tax rate of your shipping address and is added to your order total during checkout.

2. How Sales Tax is Applied

  • During Checkout: The applicable sales tax will be displayed at checkout before you finalize your purchase. You will see the tax amount added to your total order cost.
  • Order Confirmation: The final sales tax amount will be included in your order confirmation email and on your invoice.

3. Exemptions and Resale Certificates

  • Tax-Exempt Purchases: If you are purchasing for resale or are otherwise exempt from sales tax, you must provide the appropriate exemption certificate or documentation during checkout. Please contact our customer service team for assistance with tax-exempt orders.

4. Changes in Tax Rates

  • Tax Rate Updates: Sales tax rates and regulations can change. We will adjust our tax collection practices accordingly to ensure compliance with current laws.

5. Need Assistance?

If you have any questions about sales tax or need assistance with your order, please contact our customer support team:

Thank you for shopping with us. We appreciate your understanding and cooperation with sales tax regulations.

We are committed to providing our products to customers worldwide. To find out if we ship to your country, please follow these steps:

1. Check Our Shipping Destinations

  • Shipping Information Page: Visit our Shipping Information Page  for a list of countries we currently ship to. This page provides detailed information on our shipping destinations and any specific restrictions or requirements.

2. Enter Your Address at Checkout

  • Online Store: During the checkout process, you can enter your shipping address to see if we deliver to your location. If your country is not listed or if you encounter any issues during checkout, it means we may not currently ship to your country.

3. Contact Us for Confirmation

  • Email Us: If you’re unsure whether we ship to your country or have specific shipping inquiries, please email our customer service team at [email protected]. Provide your shipping address, and we will confirm if we can deliver to your location.
  • Call or Text Us: You can also reach out to us by phone at +1 (917) 451-8229 for immediate assistance regarding our shipping destinations.

4. Shipping Costs and Delivery Times

  • United States Shipping: We ship to all 50 states, including Alaska and Hawaii. We also deliver to P.O. Boxes and APO/FPO addresses.
  • International Shipping: For countries we do ship to, please be aware that international shipping may involve additional costs and longer delivery times. These details will be provided during the checkout process.
  • Customs and Duties: Please note that customs duties, taxes, and import fees may apply based on your country’s regulations. These are the responsibility of the customer.

5. Alternative Solutions

  • International Shipping Partners: If we do not currently ship to your country, consider using a third-party shipping service that provides international forwarding. Contact us for more information on how to use such services.

Need Assistance?

If you have any questions about our shipping policies or need help with your order, feel free to contact our customer support team:

We strive to ensure a smooth and efficient delivery process. Here’s what you need to know about how your items will be packaged and shipped:

1. Single vs. Multiple Packages

  • Single Package: Whenever possible, we aim to ship all items from your order in a single package to minimize shipping costs and reduce environmental impact.
  • Multiple Packages: Due to the nature of production, some orders may be shipped in multiple packages. This can occur if items are produced at different facilities or if they have different production times.

2. How to Know If Your Order Will Ship in Multiple Packages

  • Shipping Confirmation: You will receive a shipping confirmation email with tracking information once your order has been dispatched. If your order is split into multiple packages, you will receive separate tracking numbers for each package.
  • Order Details: In your order summary or account dashboard, you can also check if your items are expected to be shipped separately.

3. Tracking Your Packages

  • Tracking Information: Each package will have its own tracking number, which will be provided in your shipping confirmation email. You can use these tracking numbers to monitor the delivery status of each package.
  • Track Online: Visit the carrier’s website to track each package and get updates on their delivery progress.

4. Combined Shipping for Future Orders

  • Single Order Shipping: If you place multiple orders, they will be shipped separately. To keep things simple, try to place all items in a single order if you want them to arrive together.

5. Need Assistance?

If you have any questions or concerns about the packaging or shipping of your items, please contact our customer support team. We’re here to help!

If you need to swap an item

Returns and Exchanges

Return and Exchange Policy

At Build Your Gear, we are committed to providing high-quality personalized products that meet your expectations. Because our products are custom-made, we have specific guidelines regarding returns and exchanges. Please read our policy below:

1. Returns

Non-Returnable Items:

  • All personalized items are made to order based on your specific instructions. Therefore, we do not accept returns or offer refunds for personalized products unless there is a defect or error on our part.
  • Due to the customized nature of our products, returns for reasons such as incorrect choice of color, size, or design, or a change of heart, are not accepted.

Defective or Incorrect Products:

  • If your item arrives defective, damaged, or if we made a mistake in your personalization (e.g., incorrect name or design), you are eligible for a return or replacement.
  • You must contact us within 30 days of receiving your order to report any issues. Please include photos of the defect or error along with your order number.

2. Exchanges

Eligibility for Exchanges:

  • Exchanges are only accepted for defective or damaged items, or if there was a mistake in the customization process (e.g., incorrect name, design, or size).
  • To exchange a defective or incorrect item, please contact us within 30 days of receiving your item. We will arrange for the item to be returned and a replacement to be sent. You may be required to provide a photo of the defect or error.

3. How to Initiate a Return or Exchange:

  1. Contact Us: Email our customer service team at [email protected] within 30 days of receiving your order. Please include your order number, a description of the issue, and photos of the defect or error.

  2. Return Instructions: If your return or exchange is approved, we will provide you with instructions on how to return the item. Return shipping costs will be covered by us only if the item is defective or if there was an error on our part.

  3. Processing Time: Upon receiving your returned item, we will inspect it and notify you of the approval or rejection of your return or exchange request. If approved, a replacement will be sent, or a refund will be processed within 5-7 business days.

4. Refunds

  • If your return is approved, a refund will be processed, and a credit will be applied to your original method of payment within 5-10 business days.
  • Please note that shipping costs are non-refundable unless the item was defective or there was an error on our part.

5. Cancellations

  • Due to the personalized nature of our products, orders can only be canceled within 12 hours of purchase. After this period, we cannot cancel your order as it will have already entered the production process.

6. Customization Errors

  • If you made an error in your customization details, please contact us immediately at [email protected]. We will do our best to accommodate changes within 12 hours of your order. However, once production has begun, changes cannot be made, and the order cannot be canceled.

7. Contact Us

If you have any questions or concerns about our return and exchange policy, please contact us at:

We’re sorry to hear that you received the wrong item from Build Your Gear. We’re here to help you resolve this issue. Please follow these steps to address the situation:

1. Contact Us Immediately

  • Report the Issue: Contact our customer service team as soon as possible to report the error. The sooner we know, the quicker we can assist you.
  • Email Us: Send an email to [email protected] with the following details:
    • Order Number
    • Description of the Incorrect Item Received
    • Photos of the Incorrect Item (if possible)
  • Call or Text Us: For immediate assistance, you can also reach us at +1 (917) 451-8229 during our business hours.

2. Verify the Order

  • Double-Check Your Order: Review your order confirmation email or account dashboard to confirm the details of the item you were supposed to receive. This helps us understand the discrepancy.

3. Return Instructions

  • Return Authorization: Once we confirm the issue, we will provide you with instructions for returning the incorrect item. We will also arrange for the correct item to be shipped to you.
  • Return Shipping: We will cover the return shipping costs for the incorrect item.

4. Replacement or Refund

  • Replacement: If you prefer a replacement, we will send the correct item as soon as possible.
  • Refund: If you’d rather not receive a replacement, we can process a refund for the incorrect item once it is returned to us.

5. Tracking the Return

  • Return Label: We will provide you with a prepaid return label to use for sending back the incorrect item. Follow the instructions to ensure a smooth return process.

6. Need Further Assistance?

If you have any additional questions or need further assistance, please contact our customer support team:

Thank you for your understanding, and we apologize for any inconvenience this may have caused. We are committed to resolving this issue to your satisfaction.

We’re sorry to hear that your order arrived damaged. We want to resolve this issue as quickly as possible. Please follow these steps to address the situation:

1. Contact Us Immediately

  • Report the Damage: Contact our customer service team as soon as you notice the damage. The sooner we are informed, the faster we can assist you.
  • Email Us: Send an email to [email protected] with the following information:
    • Order Number
    • Description of the Damage
    • Photos of the Damaged Item and Packaging (if possible)
  • Call or Text Us: For immediate assistance, you can also reach us at +1 (917) 451-8229 during our business hours.

2. Provide Necessary Information

  • Details: Provide detailed information about the damage to help us understand the issue and determine the best resolution.
  • Photos: Include clear photos of the damaged item and the packaging. This helps us assess the damage and process your claim efficiently.

3. Return Instructions

  • Return Authorization: Once we review your report, we will provide instructions for returning the damaged item. We will also arrange for a replacement to be sent to you or issue a refund, depending on your preference.
  • Return Shipping: We will cover the return shipping costs for the damaged item.

4. Replacement or Refund

  • Replacement: If you would like a replacement, we will expedite the process to send you a new item as soon as possible.
  • Refund: If you prefer a refund, we will process it once the damaged item is returned to us.

5. Tracking the Return

  • Return Label: We will provide a prepaid return label for sending back the damaged item. Follow the instructions included with the label to ensure a smooth return process.

6. Need Further Assistance?

If you have any additional questions or need further help, please contact our customer support team:

Thank you for your understanding and patience. We apologize for any inconvenience this may have caused and are committed to resolving the issue to your satisfaction.

If you’ve been authorized to return an item, please follow the instructions below to ensure your return is processed correctly:

1. Return Address

2. Prepare Your Return

  • Include Documentation: Place the authorized return form or a copy of your original order confirmation inside the package. This helps us identify and process your return quickly.
  • Use Provided Label: If we provided you with a prepaid return label, attach it to the package. Ensure the return label is clearly visible.

3. Packaging Your Return

  • Repack Carefully: Ensure the item is securely packed to prevent damage during transit. Use the original packaging if possible, or a suitable alternative that protects the item.
  • Seal the Package: Seal the package securely to avoid any issues during shipping.

4. Shipping Your Return

  • Carrier: Use the carrier specified in the return instructions or the prepaid return label. If you’re responsible for return shipping, choose a reliable carrier and obtain a tracking number.
  • Tracking: Retain the tracking number for your records and to monitor the return’s progress.

5. Confirm Receipt

  • Notify Us: Once you’ve shipped the return, you may notify us via email at [email protected] with the tracking number and any additional information if required.
  • Processing Time: We will process your return once we receive the item. This includes issuing a replacement, refund, or any other resolution as per our return policy.

6. Need Assistance?

If you have any questions about the return process or need help with your return, please contact our customer support team:

Thank you for returning your item to us. We appreciate your cooperation and look forward to resolving your return promptly.

At Build Your Gear, we’re here to help! If you have any questions or need assistance with your order, there are several ways to reach our customer support team:

1. Contact Us by Email

  • Email: [email protected]
  • Email is the fastest way to get in touch with us. Simply send us a message with your inquiry, and one of our customer service representatives will respond within 12-24 hours. Be sure to include your order number if you’re reaching out about a specific order.

2. Phone Support

  • Phone Number: +1 (917) 451-8229
  • Prefer to speak with someone directly? You can call us during our business hours [9:00 AM to 5:00 PM, Monday to Friday] to get immediate assistance. If you reach us outside of business hours, feel free to leave a voicemail, and we’ll get back to you as soon as possible.

3. Customer Help Center

  • Customer Help Center: Customer Help
  • Visit our Customer Help Center for quick answers to frequently asked questions. You’ll find articles and guides on topics like shipping, returns, and product care. This is a great resource if you need help outside of our customer service hours.

4. Mailing Address

7. Response Time

  • We strive to respond to all inquiries within 12-24 hours. However, during peak times or holidays, response times may be longer. We appreciate your patience and will do our best to assist you as quickly as possible.

8. Order-Specific Inquiries

  • If your inquiry is related to a specific order, please include your order number and any relevant details to help us assist you more effectively.

We understand that mistakes can happen. If you’ve accidentally entered an incorrect shipping address, please follow the steps below to correct it:

1. Contact Us Immediately

  • Act Quickly: If you realize that you’ve entered the wrong shipping address, please contact us as soon as possible. The sooner we know, the better chance we have of correcting it before your order ships.
  • Email Us: Send an email to our customer service team at [email protected] with your order number and the correct shipping address.
  • Call or Text Us: For urgent requests, you can also call or text us directly at +1 (917) 451-8229 during our business hours.

2. Timing is Critical

  • Within 12 Hours: If you contact us within 12 hours of placing your order, we may be able to update the shipping address before your order enters production.
  • After 12 Hours: If more than 12 hours have passed, your order may have already gone into production or been shipped. While we’ll do our best to assist you, we may not be able to change the address at this stage.

3. If the Order Has Already Shipped

  • Contact the Carrier: If your order has already shipped, you can try contacting the carrier (e.g., USPS, UPS, FedEx) using the tracking number provided in your shipping confirmation email. The carrier may be able to reroute the package to the correct address, though this is not guaranteed and may incur additional fees.
  • Return to Sender: If the package is undeliverable due to the incorrect address, it will typically be returned to us. Once we receive the returned package, we can resend it to the correct address. However, you may be responsible for additional shipping costs.

4. Preventing Future Issues

  • Double-Check Before Submitting: To avoid this situation in the future, please double-check your shipping information before completing your order.
  • Update Your Address in Your Account: If you have an account with us, ensure that your shipping address is up-to-date to prevent errors on future orders.

Need Assistance?

If you need help or have any questions, please don’t hesitate to reach out to our customer support team. We’re here to assist you!

We strive to process and fulfill orders as quickly as possible. Here’s what you need to know about changing or canceling an order after it has been submitted:

1. Order Processing Time

  • Immediate Action: Once an order is placed, it begins processing shortly after submission. Due to our efficient processing system, changes or cancellations may only be possible within a short time frame.
  • Within 12 Hours: If you contact us within 12 hours of placing your order, we will do our best to update your order before the order enters production.
  • After 12 Hours: If more than 12 hours have passed, your order may have already begun production or been shipped. In this case, we may not be able to change the order.

2. Changing or Canceling Your Order

  • Contact Us Quickly: If you need to change or cancel your order, contact our customer service team as soon as possible. The sooner you reach out, the more likely we are to accommodate your request.
  • Email Us: Send an email to [email protected] with your order number and details of the changes or cancellation request.
  • Call Us: For urgent requests, you can also call us at +1 (917) 451-8229 during our business hours.

3. After Order Processing

  • In Production or Shipped: If your order has already entered production or has been shipped, we may not be able to make changes or cancel it. However, we can assist you with returning the item once it arrives if necessary.
  • Return and Exchange: If you cannot change or cancel your order, you can follow our return and exchange policy to resolve any issues with the received items.

4. Confirming Changes or Cancellations

  • Confirmation Email: Once your request is processed, you will receive a confirmation email detailing the change or cancellation. If you do not receive confirmation, please follow up with our customer service team.

5. Need Assistance?

If you have any questions or need help with changing or canceling your order, please contact our customer support team:

Thank you for shopping with us. We appreciate your understanding and are here to assist with any changes or concerns you may have.

We understand that you may want to secure items that are currently sold out. Here’s how we handle pre-orders and what you need to know:

1. Pre-Order Availability

  • Check Availability: Not all items are available for pre-order. We typically offer pre-orders for items that are temporarily out of stock but are expected to be restocked in the near future.
  • Product Page: If pre-orders are available for a specific item, you will see a pre-order option on the product page. Look for information about estimated restock dates and pre-order terms.

2. How to Pre-Order

  • Select the Pre-Order Option: If the item is available for pre-order, select the pre-order option and add it to your cart.
  • Complete Your Purchase: Proceed to checkout and complete your purchase as usual. You will receive a confirmation email with details about your pre-order.

3. Payment and Shipping

  • Payment: Pre-orders are usually charged at the time of purchase. However, some items may offer the option to pay later. Check the pre-order terms for specific payment information.
  • Shipping: Once the item is back in stock, we will process and ship your pre-order. You will receive a shipping confirmation email with tracking information when your order is dispatched.

4. Changes and Cancellations

  • Order Changes: If you need to change or cancel your pre-order, contact our customer service team as soon as possible. We can assist with changes before the item ships.
  • Cancellation Policy: Pre-orders can be canceled before the item is shipped. After shipping, standard return policies apply.

5. Stay Informed

  • Restock Notifications: Sign up for restock notifications on the product page to be alerted when the item becomes available. This ensures you don’t miss out on future availability.

6. Need Assistance?

If you have any questions about pre-ordering or need help with your order, please contact our customer support team:

Thank you for your interest in us. We appreciate your patience and look forward to fulfilling your pre-order!

Still need help?

Get in touch with us

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