How do I manage my subscription?
When you purchase a subscription from our website, an account is automatically created. You can log in and/or reset your password by visiting shopwhalebone.com/my-account.
If you purchased your subscription in-store or received a free subscription through a giveaway, your account will be available to you within a couple of weeks.
After logging into your account, you will be able to change addresses for shipping, update billing information, and more.
As always, you can email us at email@example.com for assistance.
How do cancellations and refunds work?
Your yearly or monthly subscription to Whalebone Magazine will auto-renew until canceled. You can cancel your subscription at any time by managing your account here. Or you can email us at firstname.lastname@example.org for assistance.
If you have a $60 yearly subscription and would like to cancel during the lifecycle of your subscription please contact us directly for assistance: email@example.com. We’ll be able to help you cancel and receive a prorated refund based on how many issues you have received to date.
If you cancel your $6 monthly subscription you won’t be charged for upcoming months and will only have paid for issues received to date.
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 through Friday before 12 pm that same day. All New York orders take 1 to 2 business days to arrive, so expedited shipping may not be needed. Our warehouse does not ship on weekends or after hours. If you need additional information please contact Whalebone Customer Service at firstname.lastname@example.org. Our business hours are Monday through Friday, 9 am to 6 pm, EST.
When can I expect my order to be delivered?
All orders are shipped via UPS, and estimated delivery dates change based on location and are highlighted in the image below. For all UPS expedited orders, 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.
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.
Do you ship internationally or to PO boxes?
We do ship internationally, but as of now, we do not ship to PO boxes as we use UPS to deliver the goods. Should you absolutely need delivery to a PO box, please send us a note at email@example.com and we’ll get you squared away.
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?
If you notice your neighbor wearing the super soft tee that you ordered, then take it up with him. Otherwise, please contact customer service at firstname.lastname@example.org and we can help you.
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 email@example.com.
What if I don’t receive my entire order?
Back issues of the magazines and some specialty capsule items will ship separately from our clothing orders. If you’re missing something else from your order, it could be out of stock at our warehouse and you will be notified and refunded. We try to fulfill all orders as completely and efficiently as possible, but inventory is subject to change and any unavailable item will be canceled. We do not back order any items and you will only be charged for the product that has been shipped to you. Please reach out to Customer Service at firstname.lastname@example.org.
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:
Someone from our customer service team will reach out and provide a form to include in your return and a return label if your order is over $100.
Once ready to ship, please send to the below:
328 Bleecker St
New York, NY 10014
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.