Frequently Asked Questions:
All sales are final. We only accept exchanges for products with issues, no refunds. (Freshwater Brand does not cover shipping for exchanges). Once an order is placed we are unable to refund it.When will my order ship?
Due to COVID-19 and high volume, we, just like most small companies, are experiencing delays in manufacturing & order processing. Our team is working hard to get all orders shipped as quickly as possible and we expect all orders to ship within two weeks of the posted release date. You will receive a tracking number in your e-mail when it ships. We apologize for any delays and appreciate your patience & support. Feel free to email us at info@freshwaterbrand.com for order inquiries.
What about Pre-Order drops?
We fully anticipate pre-orders to ship within 3 weeks of the closing of the pre-order window. Everything is made to order. Please make sure you check the release date or given pre-order window before purchasing to avoid any miscommunication. If you are ordering multiple items, all items will ship together on the latest release date, when all products are available. If you’d like to receive items as they become available, please order the items separately.
What if I have an issue with an Order?
Please feel free to contact us at info@freshwaterbrand.com with any questions or concerns regarding your order. All sales are final. We only accept exchanges for products with issues, no refunds. (Freshwater does not cover shipping for exchanges). Once an order is placed we are unable to refund it. All sales are final, For exchanges, item(s) must be returned within 7 days of receipt; Items must be in NEW Unworn condition in order to exchange your order .
Once your order has left our facility we no longer have any contact or control over it and you will need to get into contact with the courier directly to obtain any information. Furthermore, if an order has been marked as delivered we have entirely no contact with it and you will need to get into direct contact with the courier with any questions and concerns you may have.
If you place a order and need to make an adjustments you have up to 24hrs to contact us info@freshwaterbrand.com
What about International Orders?
International Orders can take up to 8-10 Business Days to arrive. Also we are not responsible for any customs fee that may incur with international orders. The customer is entirely responsible for any and all fees set by the customs office of their country. Should an international order be sent back to us due to lack of claim we will contact you to arrange a reship or credit to the website. As mentioned in our return policy, we do not offer refunds, returns, or exchanges.
Will I receive Tracking Updates?
Please allow 24-48 hours for tracking to update, with our courier sometimes the tracking isn't always up to date.
We do reserve the right to cancel any order if shopify's payment system suspects fraud.
How's the sizing on the shirts?
Hoodies and Crewnecks have a Unisex fit.
For unisex sizing, men should select their typical size, or in the case that you feel as though you’re in between sizes, select a size up.
Women, typically order one size down for a slim fitted style or order your typical size for a looser fitting style. For example, if a woman is typically a medium in women's sizing, she should order a unisex small for a more fitted woman's style OR if she prefers an over-sized style, she should order her typical women's size and put a unisex medium in the cart. Unisex items will have longer sleeves and body than a typical woman's style allowing for a relaxed and comfortable fit even when sized down.
All T-Shirts are generally Men's sizing.