At Tenacious Wear, we are striving to make every single shopping experience amazing for all of our customers. See below for answers to questions regarding payment, shipping, returns, and other inquiries.
Payments & Ordering
How do I pay for my item?
We have a simple checkout system. We use PayPal for our POS and it will prompt you through step by step.
Is your checkout safe?
Our checkout through PayPal is 100% secure and SSL certified.
What forms of payment do you accept?
We accept payment via PayPal, Visa, or Mastercard.
How do we track our order and how soon can we use our Tracking Number?
A tracking number is assigned to all merchandise once purchased. The tracking number is activated once items are physically shipped.
What happens when I want to customize/change an item(s) after checking out of the site?
We HIGHLY recommend all Customizable Requests be sent via email PRIOR to purchase. In the event you want to customize your order or need to contact us regarding your order in general, AFTER purchase, you can email us within 24 hours.
Please keep in mind our system is designed to fulfill orders as quickly as possible. If you are unable to reach us before items are shipped out we will handle it in a “case by case” situation. If you notice a message from Tenacious Wear via phone or email following up on the order, please contact us back as soon as possible to avoid having your purchase delayed.
For cancelling orders, please see our “Shipping and Returns”
My tracking info shows my package was delivered, but I never received it.
Tenacious Wear provides customers with the tracking number for packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may have also been left with property managers. We will do our best to assist you, but Tenacious Wear does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
What happens when an item goes out of stock and how often do you restock?
We have great news! We order new items often, especially our most popular items. The Website will let you know when an item has gone out of stock. Once the item is restocked, we add it right back to the site. If you want a more direct response, visit the Contact Us tab and reach out!
What happens when I place an order, receive a tracking number, but I do not see anymore movement from Tenacious Wear?
There may be several reasons why your order has been delayed. Either your order was flagged for risk of fraud, or we needed to notify you about out of stock materials. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.
Shipping & Returns
With standard shipping and an average order (1-3 items) What is the normal turnaround time?
Generally our turnaround time is 10-14 business days, but it can be as sooner. Depends on merchandise ordered and the time of year. Since Tenacious Wear has been a “One Man Show”, depending on the order, it can take 72 hours to 5 business days of processing the order and production, then the merchandise is sent standard shipping. If you need the merchandise by a specific date, we suggest you email us at firstname.lastname@example.org before placing your order so that we can advise correctly before moving forward.
What is your shipping policy?
We offer USPS Priority mail, both domestic and internationally. Our expedited shipping is processed with FedEx. At this time, we have limited International Shipping to locations ONLY within the U.S. territories, including Alaska, Hawaii, Puerto Rico, Guam, and the US Virgin Islands. Additionally, we ship merchandise to Canada and Mexico, but no other International locations.
The risk of loss, damage and/or stolen items ordered on this website passes to you when the merchandise is delivered to the shipping carrier.
What is your return policy?
We do not issue refunds. You may return defective merchandise within 10 days of the original purchase date for a full refund minus shipping charges. You may also be subject to a processing fee. All packages are sent out with a Return Label.
We will gladly exchange any defective merchandise for anything on our site of equal or lesser value. We will only issue a refund to the credit card used at the time of checkout. To initiate a refund or exchange, please fill out the form on the ‘Get in Contact’ tab on the website.
What if there are items not apart of my order or missing from my order?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must Contact Us within two days of receiving merchandise and let us know.
How do I cancel my order?
We aim to be quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Check-out” but after this point you will be unable to make changes to your order. Please keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel an order once it has been placed. In such a case you can however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.
What does it mean when you all notify me to tell me an item has recently sold out or is out of stock?
Between the time you placed the order and when we processed it, the item became unavailable. You have 2 options; (1) you can wait for the item to come back into stock, (2) you can exchange for an item of the same or lesser value.
What if my shoes don’t fit? Can I return them?
All Boots are Final Sale. No Refunds or Returns.
How do I find out what my size is?
Whether you are shopping in the US or Internationally we use the same charts for the same items. All Sweatshirts go by the Gildan Size Chart, All Shorts and Jogger pants go by Nike Size Chart, T-Shirts go by Next Level Size Chart and Hats/Flip Caps are One Size Fits All.
Don't see your question answered? Shoot us an email at email@example.com with your order number in the subject, or your name.