Ordering Process and Procedure
Can I buy from your site in a currency other than US dollars?
Yes! You’ll still see the price in USD during checkout, but both PayPal and credit card companies do all the converting for both you and us.
What payment methods do you accept? Can I pay with a money order or purchase order?
We accept payments from all major credit cards and PayPal. We cannot process money orders, purchase orders, orders placed over the phone, or cash transactions. We also now accept Google Pay and Apple Pay. Just look for the buttons at checkout!
I left you a voicemail! Why haven't you called back?
You may have found a phone number for USQ on your credit card statement. That phone line doesn't reach a physical phone -- it’s transferred into a Google Voice file.
We handle customer service questions through email, so if you left us a voicemail, please outline the order issues in an email and send it to firstname.lastname@example.org.
Returns, Refunds, and Replacements
What is your refund/return policy?
Refunds and replacements for orders can be set up within 6 months from the order date. After 6 months, an order is no longer eligible for a refund or a replacement. Shipping fees are non-refundable.
For returns, we can accept an item sent back for a refund of the purchase price of the item (if any discounts are applied, the refund will reflect the discounted price, not the full price).
For exchanges of merchandise, due to inventory management, we are unable to process direct exchanges of merchandise. We can accept a return for a refund (see above), and then you can place a new order for the item/size/color/cut that you prefer.
How long does my order qualify for a refund or replacement?
We can offer a refund or a replacement for part of or a whole order (shipping fees are non-refundable) up to 6 months after the order date. After 6 months have passed, the order is archived and we can no longer set up a refund or a replacement.
A part of my order was missing, what can I do?
If your order arrives and something is wrong, simply email us at email@example.com and we can get you sorted. In the email, please include the original order number, and let us know exactly which item(s) is missing from the package.
Please note: Sometimes smaller non-breakable items like pins or trading cards will be packed inside t-shirts or hoodie pockets. So if your order included one of these items and you do not see it right away in the polymer bag, it could be hiding. Remove the apparel and unfold/shake them out, and it might appear!
I need to cancel my order, what do I need to do?
Send us an email (firstname.lastname@example.org) with the order confirmation number as soon as you decide to cancel your order! As long as the order has not yet shipped, we can cancel an order for a full refund.
If the order has shipped, we can only offer a refund of the item(s) minus the shipping fee upon the return of the merchandise.
I received the wrong item in the mail, what can I do?
Email us (email@example.com) as soon as you notice the wrong item. If you let us know the original order number, what item you expected to receive, and describe or send pictures of the wrong item in your email, this can expedite the resolution process.
For domestic orders, we may email you a prepaid return shipping label for the wrong item, and then the package can either be dropped off at a UPS location. We will also set up a reshipment of the correct item, so you will not have to reorder.
If your order is international, we will not ask for an incorrect item to be returned but we will still set up a reshipment of the correct item.
I ordered the wrong size/color/item by mistake! Can I return it?
We can change an order before it ships by canceling the current order and having you place a new one for the correct item, so if you catch a mistake in an order before you receive the shipment notification email, then we can cancel the current order.
Due to our inventory management system, we are unable to offer direct exchanges for merchandise. Instead, we accept returns for refunds (minus the original shipping fee), and you can place a new order for the size/color/cut that you prefer. Just send us an email (firstname.lastname@example.org) that you would like to return an item for a refund as an exchange, and we will reply with our shipping address and further instructions.
My order never showed up! where is it?
If you feel your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages up to 6 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know there were no issues in the address that would cause the package to be returned or mis-delivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid.
How do you know if the order has indeed been lost? There are some guidelines outlined below:
Domestic Orders - For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days. These orders include tracking capabilities, so you should be able to keep an eye on the package's progress. We can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 10 consecutive business days, or 2) shows "delivered" but is not found in/on/near the mailbox or door within 2-3 business days of the delivered date. Please note that all timelines may be extended due to information provided by the mail carrier about delays.
International Orders - For international orders, the delivery estimate is 2-6 weeks. This depends on the distance from the origin point (Washington, USA) and the import/customs regulations and procedures in the destination country. These orders may include tracking, so we might not have a way to locate the exact position of the package. We can issue a replacement if you have not received the package after 6 weeks.
I received a damaged item. How do I get a replacement or refund?
Send us an email (email@example.com) and describe the kind of damage that the item has incurred. Pictures are appreciated and help us assess whether the damage was because of the delivery process, or if it was a manufacturing defect that slipped through our quality control. However, pictures are not required if a description of the damage is covered.
Once we confirm the reshipment, a replacement will be sent out within 2 business days. When a replacement is sent out, you will receive a shipment notification email like when the original order was sent.
If the damaged item was a limited release or is no longer available for sale, we can only send a replacement if there is extra stock left in the office. If there is no back stock, then we will let you know and provide a refund of the item and shipping fee.
What is the deal with the free gift?
Spend at least $35 and we will give you a small piece of merch for free! This might be a regional flag, a pack of trading cards, a pin, or a sticker. The gift is chosen at random.
I wear a size ____. Can I have apparel made for me? Can you print my design? Can I pick a different color?
The sizes and cuts we offer for our apparel come straight from the manufacturers, so the range is based on what they have available for us to utilize. We understand the need for smaller or larger sizes, but we are sometimes unable to accommodate specific requests for certain sizes or cuts.
All of our merchandise is ordered in advance, and shirts are printed off-site based on the work order, so we can not alter a design or print a design on a different color base.
I have ideas for shirt/poster/etc designs! How can I submit them/get them printed?
We're always on the lookout for great designs! However, we do ask that you do not email us design ideas to the customer service email, as we usually don't have enough time to sort through and respond to all of them. Instead, you can send an email to firstname.lastname@example.org and we’ll take a look at your ideas there!
What should I do if I see someone using your designs and selling them?
Let us know via email (email@example.com) and we will look into it!
What brand of shirts do you print on? What is the fiber content?
Most of our shirts are printed on Next Level Apparel or Bella + Canvas shirts, occasionally a shirt is printed on American Apparel, Gildan, or other brands. This information will generally be included in the product description. To be sure that the size you are ordering is the correct one, a size chart is included on every product page that designates the brand of apparel.
Most of our shirts are 100% cotton, with some being cotton/polyester blends. We also try to list this in the product description. If there is a specific piece of apparel you want to know more about and the info isn’t in the description, feel free to email us (firstname.lastname@example.org) and let us know the name of the product you would like additional details about! We’ll let you know and update the product description.
Where do you ship merchandise from? Can I buy something at the physical location?
All merchandise is shipped from the US Quidditch office, located in Washington state, USA. We do not allow purchases to be made at the physical office, and there are no retail locations where you can purchase official merchandise. Most purchases must be made from the online store. We do sell USQ merch at our events, though.
Why am I being charged now for preorder items?
It is our policy to make sure payments are successful before shipping out any items. We do this by processing the payment upon checkout. If an e-check or payment is declined, your order will not be shipped.
How should I wash and care for my items?
Shirts/hoodies should be turned inside out, washed in cold water, and tumble dried on low to ensure the longevity of both print and fabric. If you are worried about shrinking, then line-dry apparel. Ironing is not recommended, as some print methods (plastisol) are heat cured and will melt.
When will you get [insert specific item here] back in stock?
If and when an item is restocked depends on the item. Unless it is a limited edition or limited-time sale, most items are restocked as they sell out, so we don’t always have a way to estimate when that will be. If you’d like to be notified when an item is available to purchase again, simply click the “Email Me When Available” button to add your email address to our list. This will only add you to the back-in-stock notification and not any of our other newsletters or promotional messaging.
How long does it take for trading card orders to arrive?
Trading cards are typically ordered on demand from the printer. We place trading card orders as they come in, no more than once per week. All orders containing trading cards will take 1-2 weeks longer to arrive.
Shipping Procedures and Policies
Why am I being charged additional fees on my order? Why was I charged a second time to pick up my order?
Some countries charge extra taxes on importing goods, often depending on the value of the goods being imported. When we mark the value on customs forms, we do not include shipping costs, only the cost of the actual item. Please note that you may be charged taxes on the import of your items and some carriers may charge an additional handling fee for processing tax payments.
We are unable to ship your merchandise as a gift with a value of $0 (even if you are intending to give the item as a gift to someone else), as we must adhere to customs laws and fill out each customs form correctly. If we do not fill out the forms properly, we risk having the shipment returned to us and/or being prohibited from shipping to that country.
Can you ship to my address if it is written in a language other than English?
Our system cannot process non-English characters and may have some trouble with accented characters, so we aren't able to print the labels in any other language. We recommend that you enter your shipping address pre-translated, or email us the translation so we can make sure it is as accurate as possible.
I need to change my shipping address!
To change a shipping address, email email@example.com as soon as you realize the error. Please include the order confirmation number, and the new address in your initial email to expedite the process. We can only update addresses before an order ships, and we are unable to request reroutes of packages once an order has been shipped.
Do you ship to my country/school/small town/etc?
If you can receive mail/packages shipped from the United States at your address, we can ship your order to you!**
Please note that international mail delivery can occasionally be affected by temporary mail disruptions.
**Unfortunately, we are unable to ship orders to some U.S. territories and APO addresses at this time.
Is expedited shipping available?
Yes! For domestic orders, we offer UPS Ground, UPS Three-Day Select, UPS 2nd-Day Air, and UPS Next-Day Air services! For international orders, we offer UPS Worldwide Expedited which will ship anywhere in the world (except Canada). For orders shipping to Canada, UPS Standard is the only expedited shipping option available.
Orders placed after 5 p.m. EST will not be processed until the following business day.
Shipping times refer to business days -- holidays and weekends do not count in that timeline. Meaning that if you order UPS 2-Day on Thursday before 5 p.m. EST, it will be delivered the following Monday (Friday is day 1 and Monday is day 2).
Are tracking numbers available/why doesn't my tracking number work?
When your order ships, you will receive a notification. These get snagged by spam folders sometimes, so be sure to take a peek there if you believe your order should have already shipped. Tracking numbers are only available for domestic customers -- track your shipment at https://www.ups.com/track or https://tools.usps.com/go/TrackConfirmAction_input.
International customers: the tracking info for your order will often only show tracking updates until your order leaves the US or arrives in the destination country. You will not be able to track your package using this number after that point. Once your order leaves the US, we estimate that it should take another 2-4 weeks for final delivery.
Do you ship partial orders?
Occasionally, yes. Items for pre-order will state if they will be shipped separate from the rest of an order containing in-stock items.
How much does shipping cost?
Shipping is based on weight and delivery address, so unfortunately our system won't know how much your shipping will be until items are added to your cart and a shipping address is entered.
To calculate shipping, just add the items to your cart and enter an address, and our system will do the rest! Once an order leaves our office, the shipping fee is non-refundable.
How long will it take for my order to ship?
We ship orders every afternoon, Monday through Friday, excluding American holidays. Generally, it takes us about 1-3 business days to pack and ship an item. Orders placed at the end of the week or over the weekend may be shipped out early the following week. If your order contains a pre-order item, your order might not ship once all the items (including the pre-order item) are ready to ship.
Orders containing trading cards may take 1-2 weeks longer, if the cards have to be printed on demand from the printer.
Where is my order?
If you live in the United States, shipping generally takes 7-10 business days once the order leaves our warehouse. International orders can take anywhere from 2-6 weeks, depending on your location. Unfortunately, delays can happen from time to time that are simply out of our hands.
If you ordered an item but have not yet received a shipping notification, there are a couple of things you'll want to check before emailing us:
Is your item a pre-order or on backorder? Check the product page(s) for the item(s) you ordered to check if anything you ordered is a pre-order or on backorder. If this is the case, the estimated shipping date is listed on the product page. If you ordered anything else with a pre-order or backorder item, or multiple pre-order/backorder items together, your order will ship altogether once everything in your order is ready to ship.
Did the shipment email get sent to spam? Some email clients get picky, and an automated email like the one from our servers can get caught and put into spam. Please be patient and try contacting your postal or customs office to see if they have it. If your order does not arrive within the above-specified timeframes, email firstname.lastname@example.org.
The shipping charge in my cart is different from the shipping charge in PayPal. Why?
PayPal does this funny thing where they think they know what we want to charge customers for shipping. This means that as soon as you either log in to PayPal or enter your information on their site, they ping your IP to find out where you are and the shipping they display changes based on that info. Fortunately, we can override this. Once you've entered your information in PayPal (either by logging in or through guest checkout), you'll be returned to the store page where your shipping charge will display properly again and you will only be charged what is on the final page before you click "complete order".
I live outside of the United States. Can I get my items shipped with expedited shipping?
USQ offers expedited international shipping anywhere in the world. For our Canadian customers, select UPS Standard at checkout for expedited shipping. Your shipment will arrive in 2-7 business days and include tracking!
For customers outside the U.S. and Canada, select UPS Worldwide Expedited at checkout. Your shipment will arrive in 3-6 business days and also include tracking.
What if there's a pre-order/backorder item I want to have shipped/to order with items being shipped via an expedited shipping service?
We strongly advise against ordering any pre-order/backorder items alongside in-stock merch you'd like to have shipped via expedited shipping services like 2 Day Air. We are sometimes unable to pack and ship orders until all items in the order are available, including any pre-order or backorder items. At that time, your entire order will ship together via the expedited shipping service. If that's what you want, fantastic! But we recommend planning your orders accordingly by placing a second order for the pre-order items via normal mail and the remaining items via an expedited shipping method.
How do I qualify for expedited shipping?
Simply select the appropriate shipping option during checkout! Please note that orders placed after 5 pm EST will not be processed until the following business day.
You offer Two-Day Air shipping-- how does that work? is it really only two days?
Two Day Shipping means two business days-- holidays and weekends do not count in that timeline. Meaning that if you order on Thursday before 5 pm EST, it will be delivered the following Monday.