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Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
1. What if I order something that is out of stock?
2. How does ladies vs juniors sizing work?
3. I saw an item on your website recently, but now it’s not there. Is it still available?
4. The size that I need is not listed on the website. Is it still available?
5. Can I exchange or return an item?
6. My credit card information has changed. How do I update this?
7. When do orders get shipped?
8. What shipping method do you use? How are the costs calculated?
9. How quickly will my order arrive?
10. Do you offer Saturday delivery?
11. What about international shipping? What extra costs do I have to pay?
12. What if I receive a defective or broken item?
13. I need my order IN HANDS by a certain date. What do I do?
14. Do I have to pay sales tax on my order?
What if I order something that is out of stock?
We strive daily to update our websites to reflect the true availability of products. Even so, we will very occasionally receive orders for products or sizes that are out of stock.
In this case, it is our policy to
split-ship or backorder products. If your order happens to include products / sizes that are out of stock, here is the procedure we follow:
1. We will send you an email ASAP to inform you of the missing item. You will have the opportunity to either remove that product from your order, choose another product, or cancel the order altogether.
2. If we receive no response by the following business day, we will follow up with a phone call, offering the same options.
3. After 2 business days, if there is still no response, we will go ahead and remove the missing item from your order, refund your credit card for the difference, and ship the remaining products to you.
How does ladies vs juniors sizing work?
You can never truly tell how something will fit until you wear it. With that in mind, this is a pretty general guideline for ladies sizing and junior fit sizing.
Ladies Sizing - S (4-6), M (8-10), L (12-14), XL (16-18), and 2x (20)
Junior Sizing - S (1-3), M (5-7), L (9-11), XL (13-15)
Typically, if you fall into an "in between" type of size, it is recommended that you choose the larger size. However, it often just depends on how you want the item to fit (tighter, snug, comfortable, loose). Also, please note that in the product description of many of our ladies apparel items, we have recommended sizing listed for those individual items.
I saw an item on your website recently, but it's not there now. Is it still available?
More than likely, yes. We update our site daily to reflect which items are available and in-stock. If an item runs out of stock, we try to remove the item from site immediately. As soon as it is back in stock, it will be reloaded onto the site. In most cases, you'll just need to check again in a few days to see if the item you wanted is in stock again. Occasionally, items we stock are discontinued by the manufacturer, or we may mark them as "closeout" items in order to make way for newer product offerings.
The size that I'm looking for is not listed on the website. Is it still available?
More than likely, yes. This situation is similar to the question above. If a particular size of an apparel item is out of stock, we remove that size offering from the site until it is restocked. This is to avoid back-order situations and long delays in completely fulfilling your order. Most often, you'll just need to check again later to see if the size is in stock again.
Can I exchange or return an item?
Absolutely! We accept exchanges or returns as long as they are returned within 30 days from the date you received the order. It is important that the items are still in NEW condition. We want you to be satisfied and understand that not everything is going to fit exactly the way you'd hoped when you placed the order. Please send exchanges or returns to 10529 Lexington Drive, Knoxville, TN 37932. Please include your name, address, order number, phone number, and instructions on what you would like for us to do (refund, exchange, etc). Be sure to include which item(s) you want to exchange for.
Please note that we will not accept returns or exchanges if they are returned later than 30 days from the date you received the order.
My credit card information has changed. How do I update that information?
No problem! For security purposes, we do not permanently store your credit card information. You'll be asked to enter this information during checkout each time you place an order.
When do orders get shipped?
Most in-stock orders placed by 1:00pm EST will be shipped that day. Expedited or Rush orders (next day air, 2nd day air, 3-day select) will take priority.
What shipping method do you use? How are the costs calculated?
We ship via UPS. We prefer this method because of the variety of shipping options, and the ability to track orders in real-time. We use a real-time UPS link that immediately calculates the cost of your order based on two things: First, the total weight of the order, and second, the zip code the order is shipping to. These are the only two determining factors used to calculate the cost of a shipment when you place your order online.
How quickly will my order arrive?
Most items ordered from our website are shipped from our distribution center in Knoxville, Tennessee. A few items are custom made per order and ship directly from the manufacturer. Most of these custom made items are identifiable by the increased "availability" time listed either in the product description or in the white box beside the item's picture.
The majority of the continental United States is within a 2-6 business day ground ship via UPS. The west coast states can sometimes take up to 6 business days. Most southeastern and midwestern states are a 1-3 business day ground ship, the northern and northeastern states are primarily 2-4 business day ships.
Is Saturday delivery available?
Yes. However, it is only applicable on next day air or 2nd day air shipments. In addition, UPS charges an extra $15.00 fee for Saturday delivery. Therefore, we will only designate your order for Saturday delivery if you specifically request it in the comments/instructions box in the checkout area. The additional $15.00 fee will be applied to your order total.
What about international shipping? What extra costs do I have to pay?
We have 4 primary international shipping options available. Standard (typically 7-10 days, Canada only), Worldwide Expedited (4-6 days worldwide), Worldwide Express (3-4 days worldwide), and Worldwide Express Plus (1-2 days worldwide). Like all other shipments, these shipment options and costs are calculated on the website by a real-time UPS link. However, we cannot estimate the customs or duties you may incur upon receiving your shipment. Every country has different rules and regulations regarding these fees. You assume responsibility for the additional customs, duties, or brokerage fees when you place the order.
In addition, because of the increased shipping cost, international orders must be completely filled before they ship. For example, if you include docklines as part of your order (which are custom made and takes about 2 weeks to obtain), we will not ship your order until the docklines are finished. In short, we do not "ship separate" or backorder items on international shipments.
What if I receive a defective or broken item?
Contact us immediately and explain what happened. Normally, we will immediately send you a replacement item along with a UPS shipping label (if necessary) to send back the defective product.
I need an order IN HANDS by a certain date. What do I do?
In the comments & instructions box on the checkout page, please indicate the must in-hands date. If this in-hands date is not attainable with standard ground shipping, you may have to upgrade your shipping method, which might be more expensive.
Do I have to pay sales tax?
We are located in the great state of Tennessee. You will only be required to pay sales tax if your billing or shipping address are in Tennessee.
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