Shipping & Delivery
When will my order ship?
Online orders may take 1 to 3 business days to process depending on order volume and product availability date. We do our absolute best to process any orders placed Monday-Friday before 12pm that same day, and shipping out by 4pm. All New York orders take 1-2 business days to arrive, so expedited shipping may not be needed. Our warehouse does not ship on Saturdays and Sundays. If you need additional information please contact Whalebone Customer Service at firstname.lastname@example.org. Our business hours are Monday – Friday from 9am-6pm Montauk Time.
When can I expect my order to be delivered?
All orders are shipped via USPS Priority Mail, estimated delivery dates change based on location and are highlighted in the image below. For all USPS expedited orders (Priority Express), days of delivery are only Monday-Friday. UPS does not deliver on Saturday for expedited orders. If you need additional information please contact Whalebone Customer Service at email@example.com or give us a call (631) 668-2772.
Has my order shipped? How can I track my order?
You will receive a shipping confirmation email as soon as your package leaves our warehouse. It will contain information to track your order. If it has been a few days since you placed your order and you have not received shipping confirmation, please contact customer service at firstname.lastname@example.org or by calling (631) 668-2772.
Do you ship internationally or to PO boxes?
Yep! We ship primarily via USPS so a PO Box is no problem. You can see all of the countries that we ship to on the “Billing Information” and “Shipping Information” screens under the country drop-down box during checkout.
When ordering internationally please remember these important points:
International customers are responsible for any and all fees, taxes, and duties incurred. You can obtain more information at your local customs office. All goods are shipped “FOB” by our warehouse. FOB (Freight On Board) – An International Term of Sale that means the seller fulfills their obligation to deliver when the goods have passed over the border at the named border of the country. This means that the buyer has to bear all costs, risks to, loss of, or damage to the goods from that point. This includes the duties and taxes. The FOB terms require the seller to clear the goods for export.
The “Ship To” and “Bill To” addresses must be the same on all international orders.
Any oversize items are not available for shipment outside of the Continental U.S. and Canada.
Processing time on international orders can take up to 4 additional business days.
We DO NOT ship to freight forwarders. If you enter an order to be shipped to a freight forwarder, unfortunately we will need to cancel the order.
My order never arrived, what do I do?
Start by checking with surrounding houses or buildings to be sure that you item was not delivered to a neighbor. If you are unable to locate it, please contact customer service at email@example.com or by calling (631) 668-2772.
Ordering & Billing
Can I use two promo codes at once?
Only one offer may be redeemed at a time. NO TWO OFFERS OR PROMO CODES MAY BE COMBINED.
I ordered the wrong product, can I adjust my order?
Once an order is submitted, you cannot make changes. This includes size changes, shipping information and promotional codes. Please contact us as soon as possible so we can stop the order from shipping to you. For assistance please email firstname.lastname@example.org or call us at (631) 668-2772.
What if I don't receive my entire order?
If an item that you ordered is not on the invoice that is received with your delivery, this means the item has gone out of stock. Our goal is to fill every order placed as quickly as possible. However inventory is subject to change and any unavailable item will be cancelled. We do not backorder any items and you will only be charged for the product that has been shipped to you.
Returns & Exchanges
How long does the process take?
We do our best to process returns within 3-5 business days. Keep in mind that we get backlogged during peak seasons and sales, so it may take longer during those times.
Need to return an item or all of your order? No worries! We have a killer 30-day Risk-Free/Hassle-Free Return Policy. Just make sure all original tags are still attached and follow the directions below. We want every visitor to have a good shopping experience so we make it super easy to return stuff.
How do I complete a return/exchange?
Complete this form:
If a USPS label is included with your shipment, fasten it to the outside of your package and call drop it off at your nearest USPS office or hand to your friendly neighborhood mailman.
Remember to remove or cover any other labels and barcodes on the package. Send the return to the address below:
Whalebone Web Returns
P.O. Box 1313
Montauk, NY 11954
Keep tracking on your return as we are not liable for returned merchandise that is lost in transit. Please allow 1-2 weeks for your return to be processed. Also, be aware that your credit card company may require an additional 3-7 days to post the credit to your account. We will send you a confirmation email once it has been processed by our crew.
Can I exchange an item?
Of course! If something is the wrong size or not quite what you thought it was going to be, then please fill out the same return form but just type in exchange, then follow the same info above.
Do I have to cover the cost of return shipping?
Return shipping labels are included free of charge for USA orders over $100.
Can I return an item that I purchased at a wholesale retailer?
Sorry, but we only accept returns on product that was purchased through www.shopwhalebone.com. We love all of our partners, but you will have to contact where you made the purchase for any returns/exchanges.