SHIPPING
How AWSM processes, packs, and ships orders.
Order processing
Orders are prepared for shipment within 1–3 business days of the order being placed, excluding weekends and holidays. Orders placed during a new release, restock, or high volume period may take additional time to pack. You will receive an email confirmation when the order is placed and a second email when it ships.
Where we ship
Orders ship from the United States to addresses within the United States. If you are outside that area and want to arrange an order, contact us at hello@awsm.market before ordering so we can confirm whether we can ship to you and what it will cost.
Carriers and shipping cost
We ship with USPS, UPS, and FedEx. The carrier and service level are selected based on the size, weight, and value of the order. Shipping cost is calculated at checkout before payment. Sealed case and display orders may ship with signature confirmation or added insurance at our discretion.
Tracking
A tracking number is emailed when the label is created. Tracking can take up to 24 hours to begin updating after the label is generated. If tracking has not updated within three business days of shipment, contact us and we will open an inquiry with the carrier.
Address accuracy
You are responsible for the accuracy of the shipping address entered at checkout. If you notice an error, email us immediately — we can usually correct an address before the order is packed, but not after it has shipped. Orders returned to us because of an incorrect or incomplete address can be reshipped once the return-to-sender package is received and reshipment postage is paid.
Undeliverable and refused packages
Packages refused at delivery or returned as undeliverable are refunded for the value of the merchandise once the package is received back and inspected. Original shipping charges are not refunded on refused packages.
Lost packages
If tracking shows no movement for an extended period, or shows delivered when nothing was received, contact us within 7 days of the last tracking event. We will file a claim with the carrier and work the claim on your behalf. Resolution depends on the carrier's investigation; we will keep you updated as it progresses.
Damaged shipments
Inspect your order when it arrives. If a shipment arrives damaged, email hello@awsm.market within 7 days of delivery with your order number and photographs of the outer box, the packing material, and the affected items. Keep all packaging until the claim is resolved. See the returns policy for how damaged items are replaced or refunded.
Combined orders
Multiple items in a single order ship together whenever possible. We may split an order into more than one shipment when items differ in size or handling requirements; you are not charged additional shipping when we choose to split an order.
Preorders and mixed orders
Preorder items ship after the product is released and received. An order containing both preorder and in-stock items is held and shipped complete unless you ask us to split it. If an order contains preorders with different release dates, it ships once the latest item is available, unless you request otherwise. Full terms are in the preorder policy.
Questions about this policy can be sent to hello@awsm.market, or through the support hub.