Order Solutions

PLEASE NOTE:

Please allow 1-2 business days for a Customer Service Representative to review your request and respond with a solution.

We are closed on weekends and holidays. Emails received on weekends will be reviewed on Monday unless there is a holiday in which case, emails will be reviewed on Tuesday. Thanks for understanding!

How do I cancel my order?

Depending on the status of your order, we may not be able to cancel it. Please contact us immediately at shipping@theofficialbrand.com and we will help you the best we can. If we are unable to cancel your order, we can always walk you through our easy returns process.

My item is damaged/defective:

If you feel that the product you received is defective or damaged, send detailed photos of the unused item and a brief explanation of the defect to shipping@theofficialbrand.com within 7 days of when you receive the product. We will be able to look into the issue right away! If you fail to provide us with prompt notification, we will not authorize your return or exchange. Please note: It cannot be worn or washed to qualify for the return/exchange.

I got my package but I received the wrong item/size:

We have systems in place to make sure you get the proper item and the correct size but we are humans and mistakes can happen. If you received the wrong item or the wrong size, please send detailed photos of the unused items and a brief explanation to shipping@theofficialbrand.com within 7 days of receiving your item(s). We will be able to look into the issue right away! If you fail to provide us with prompt notification, we will not authorize your return or exchange. 

When will my order ship?

Domestic orders will typically ship in 1-3 business days and arrive in 3-5 business days from the day of shipment. We are closed on the weekends and on holidays. Please allow extra time for you order to be packed if you place it on a Friday or over a weekend. 

*If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. The Official Brand cannot reimburse orders that were mis-delivered by the post office or stolen from a property, thank you for understanding!

International orders will typically ship in 1-3 business days and can take an average of 7-14 business days to deliver. (Sometimes longer, up to 1 to 2 months.) Please note: Shipping costs are not landed costs. Customers are responsible for any applicable duties, taxes or fees imposed by their country or the carrier on their behalf to get the package through customs. International customers are responsible for all applicable duties and taxes. Please check with your local customs office for detailed information. Customs, import duties (if any) and local taxes are assessed when the package arrives in your country. These additional fees are the responsibility of the recipient. It is our policy not to lower values of goods shipped.

If your country's customs rejects your shipment, or your package is deemed as undeliverable by the shipping company for any reason, we will refund you for the refused items once they are returned to us in re-sellable condition; however, you are responsible for your shipping charges plus any other fees that may apply. If additional fees do apply, they will be taken out of your refund. If you feel the error is due to a mistake on the part of the shipping company, you will have to speak with them directly about getting your fees refunded.

My Tracking Says Delivered but I never got my order! (Domestic orders):

If you receive this notice but the package is not in your mailbox, in your apartment office, or on the doorstep, here are some things to know:

USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day

  • Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information.
  • If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. The Official Brand cannot reimburse orders that were mis-delivered by the post office or stolen from a property, thank you for understanding! 


 

RETURNS, REFUNDS, EXCHANGES:

You may return your item(s) within 30 days of purchase as long as they are in the original condition(haven’t been worn or washed), still have tags attached,  packaging and the original packing slip for a full refund. Shipping fees are NON REFUNDABLE.

Please note: All costs associated with returning the product under the 30 days are the responsibility of the purchaser.

Some exclusions apply: if you were sent the wrong item/size, we will take care of the cost of the return label. If you would like to exchange for a different size, we will take care of the cost of ONE return label, after that it is the responsibility of the purchaser.  We do not provide free exchanges on international orders.

Denied Return/Exchange Examples:

  • smell, perfume, cologne, laundry soap smell, etc. 
  • stains or wear marks from deodorant
  • pet hair, debris, or just looks dirty
  • no packaging or packing slip
  • washed or wrinkled
  • bent bills on hats
  • beanies must be unworn and in the original packaging for sanitation purposes


If you return/exchange follows the requirements listed above, follow these steps to return your product:

  1. Email your ORDER # and details about why you are returning/exchanging to shipping@theofficialbrand.com
  2. Please allow 1-2 business days for a Customer Service Representative to review your request and respond with a solution. We are closed on weekends and holidays. Emails received on Friday will be reviewed on Monday unless there is a holiday in which case, emails will be reviewed on Tuesday
  3. Drop the package off at the closest shipping carrier. **Unless you excluded from paying for the cost of shipping - see above**


Please allow 7-14 business for this process. Also be aware that refunds to your bank can take 5-10 business days, depending on your bank.

We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.

How do I use my discount code? 

If you have a discount code you will enter the code at checkout. There can only be ONE discount per cart. Please make sure the code has been applied before purchasing. If you have any concerns about your coupon code please call us BEFORE you place your order as we cannot apply discounts retroactively. Codes must be used at the time of purchase .


Why is my order being split and sent in two shipments?

Due to the amount of high volume orders, some orders will ship from our California warehouse and the others will ship from our HK warehouse. Shipments from HK warehouse generally make it to your house in 3-5 days. You will also receive two emails each with a tracking number once your order has been shipped.

How to Care for RFLCTIV Gear:

With the RFLCTIV gear, we do not advise putting it in the washer. Although 3M(the material that it is) says that you can put it through the wash on delicate and DO NOT put it in the dryer. 

What we found works here is using a damp rag to lightly clean but the material may stain if other substances are spilled onto it.