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Common queries answered

Frequently asked Questions

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.

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:

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, 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 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!

Still need help?

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