ORDERING

How long is the processing time before my item is shipped?

Since our products are made-to-order, they require a crafting period of 7-10 days before they are shipped.

How do I cancel my order?

We begin processing orders immediately. If you need to cancel your order you can email us at [email protected] within 24 hours of placing your order so we can try cancelling it for you. We will make every effort to honor your cancellation request! If your order has already entered the fulfillment process; unfortunately, we are unable to grant your cancellation request.

Can I change the shipping address for my order?

We can help you change the shipping address for your order only if it has not yet been shipped. Once shipped, we cannot change the shipping address. Premier Choice Gear will not refund any customer whose order is not received because the shipping address provided was inaccurate or incomplete unless the order is classified as undeliverable and returned to Premier Choice Gear. To change your shipping address, Please email us at [email protected] with “Address change” and your order number in the subject line.

How can I change the size for the item(s) in my order?

We process orders immediately. Please email with us within 24 hours of when your order was placed to make a size change. We will make every effort to honor your size change request! To request a size change, please email us at [email protected] with “Size Change” and your order number in the subject line.

I only received some of the items in my order. Where are the rest?

We sometimes ship out items as soon as they are ready so items may be delivered in separate packages It is totally normal if you received one item but not the other. Do not worry, the other items will arrive soon.

On that rare occasion that your items go missing or show up late, don’t worry! All you need to do is contacting our support at [email protected] will reply within 24-48 hours – we pride ourselves on customer satisfaction and fix any problem ASAP! You will either get a full refund or a new product sent out to you.

How can I track my order?

To track your order you will need your order number and the email that you used to place the order with. You can check the status of your order by clicking here: Track My Order.  You will also receive a confirmation email once your order has shipped that will include tracking information.

Is online ordering secure through your site?

When purchasing online using your credit card, all of your information is entered into a SSL secured webpage. Your information is SSL-encrypted and sent directly to our credit card provider’s network.   Our host will process and authorize the transaction for us and your credit card information is not stored on our servers.

SHIPPING

Where is my order?

Our products are made-to-order and will ship after our “crafting period” which can take between 8-10 business days before they are shipped.

Shipping Time is between 8-10 Business days,

Total delivery time = Processing time + Shipping time  

All orders are processed Monday – Friday, excluding holidays. Once you place your order, we ensure the quality of your gear is top notch and we pack your order to be shipped from our warehouse in Hong Kong. Once shipped, you will receive an email with your tracking information. We ship orders as they become ready so orders may arrive in multiple shipments. You can check the status of your order by clicking on Track My Order.

Do you ship to my country?

We currently ship to most countries using USPS, DHL, and FedEx. If you do not see your country as an option during checkout, please contact us at [email protected] and we will look into it for you.

How can I track my order?

You will receive a confirmation email once your order has shipped that will include tracking information. To track your order you will need the tracking number you received by email. You can check the status of your order by clicking here: Track My Order and entering the tracking number.

 

Do customs fees apply to international packages?

All taxes, duties, and customs fees are the responsibility of the recipient of the package. Though we cannot predict what your particular charges will be, you can contact your local customs office for more information regarding your country’s custom policies. Any Packages returned due to customs fee not paid, will be refunded minus the cost of shipping.

How do I report a missing or lost package?

Premier Choice Gear will not refund any customer whose order is not received because the shipping address provided during the checkout process was inaccurate or incomplete.

If your tracking says your package was delivered but you did not receive it or the package is missing, it is your responsibility to first contact your local USPS carrier to report the issue concerning your stolen/lost/undelivered parcel. Once you have contacted the Post office concerning your stolen/lost/undelivered parcel, please email us at: [email protected] along with your open case number from the shipping carrier for the lost package and we will work with you to see if we will need to re-send your order or issue a refund on a case-by case basis.

Return to Sender packages: All packages retuned back to Premier Choice Gear will not be refunded for shipping costs, only for the price of the the items once they are received at the Premier Choice Gear  warehouse.

 

Why does my tracking number say “Not Found”?

Tracking numbers can take 1-2 business days to update online. You can see real-time updates by logging into your account or by clicking on Track My Order. If you do not see any activity on your tracking number after 2 business days, please email us at [email protected] and we’ll investigate further for you.

Do you ship orders out over the weekend?

No. At this time, we only operate from Monday through Friday, excluding Holidays. Orders placed on Friday will most likely ship out on Monday or Tuesday of the following week.

RETURN AND EXCHANGE

What is your return/exchange policy?

We accept returns on unworn, new condition items within 30 days of receiving your original order, having been notified within 14 days of receiving your item.

If you need to Exchange, simply Return for In-Store Credit to repurchase what you need
In-Store Credit issued for Returns will be for the exact price you paid for the items minus the discount amount if a discount was applied in your original order.


Return items must be unworn/unwashed and in new condition – This includes visible signs of use including, deodorant/cosmetic stains, perfume, scents, hair, etc. We will not process your Return for In-Store Credit if the items are not within these conditions upon receipt of the items here at Premier Choice Gear.

We will not issue  a refund for orders that have already been shipped or placed if they are discounted in a New Sale. These sales are run at random, year round for our amazing customers.

*If you received Defective, Damaged or Incorrect items, contact us within 5 days of when your package was delivered with a photo of the defect or issue to: [email protected] so we can fix it for you.

If the return is not due to an error of ours (i.e. you ordered the wrong size or decided that you don’t want it), the buyer accepts full responsibility for all shipping costs.

How do I get my return started?

Simply email us at [email protected] and we will provide you with the information and address to send your items back to us.

*Required- Include a Printed copy of your Order confirmation or your packing slip in your return package that lists your order number and items that were ordered with us.

How do I return/exchange an item?

PLEASE READ CAREFULLY!

When deciding to return or exchange:

We accept returns on unworn, new condition items within 30 days of receiving your original order, having been notified within 14 days of receiving your item.

We do not accept refunds on items that smell like smoke, body odor, that have stains or animal/human hair on them. They must be in original condition without being washed.

If we receive an item in unacceptable condition, Premier Choice Gear will not reship the item back to you.

Please note there is a 10% restocking fee on your items, unless you are returning due to an error on our end.

When preparing to ship your return or exchange:

Please note that items shipped back to us could take 2-30 days depending on where you are shipping the item from and the method of shipping you choose.

When the item is delivered to us, it may take 1-5 days for your return or exchange to be processed.

It is the responsibility of the customer to cover the return shipping costs.

As the parcel remains your responsibility until it is delivered to us, remember to ask for proof of postage and keep your TRACKING NUMBER, so you’ll have proof of shipment if your parcel goes missing in the mail!

Finally:

When we receive and process your return or exchange, we will SEND YOU AN EMAIL letting you know we have received it and processed it.

Our number one goal is to provide you with a great experience.

We are a small team, please give us your patience as we take care of your requests. We greatly appreciate all of our amazing Premier Choice Gear customers!

PAYMENT

What payment methods do you accept?

We currently accept any Major credit cards: Visa, MasterCard, American Express, and Discover Card credit cards. We do not accept personal or electronic checks, Bitcoin, money orders, or wire transfers at this time.

Can I apply a discount after my order is placed?

We unfortunately cannot apply discounts to an order after it has been placed. We also cannot combine discounts for an order. Be sure to apply your discounts before you purchase!

How long do refunds take to process?

If for any reason Premier Choice Gear has issued you a refund, expect to see the refund back to your account/card in about 1-7 business days.

 SUPPORT

Do you offer phone support?

At this time, due to high demand and volume, we currently do not take phone calls. We do offer full support through email and have a less than 24-48 hour response time on business days. Please reach out to us at [email protected] to get your questions answered and to get the support you need as quickly as possible.

What are your office hours?

Our office hours are Monday through Friday, from 9AM – 6PM EST. Any questions or concerns submitted during the weekend will be responded to promptly on the following business day.

I messaged but haven’t heard back for 48 hours, why haven’t I received a response?

Please check your SPAM folder. Most inquiries are responded to in less than 24-48 hours. Also, note our office hours, which are Monday through Friday, 9AM – 6PM EST. Questions and concerns from the weekend will be responded to promptly on next business day!