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OUT OF STEP®

FAQ


ORDERS

1 Can I make a change to my order?

If you need to change your order, please contact us immediately via the contact form. We generally process orders within 2-6 hours. Once we have processed your order, we will be unable to make any changes.

2 Can I add items to my existing order?

Unfortunately, we cannot add anything to an existing order. Please place a new order for the item you would like to add.

3 Where is my order confirmation?

Upon placing your order, you will receive an email confirmation at the email address you provided at checkout. If you did not receive an email, please add customerservice@thebrownbuffalo.com to your safe sender list.

You can also login to your account on our website to check your order status.

4 Can I pick up my order at the factory?

Yes, but please contact us first via the contact form for an appointment.

5 What is an international transaction fee?

An international transaction fee is a fee charged to your credit card when the transactions require a currency conversion or is processed in another country. This is not charged on our behalf. Please contact your bank for further inquiries.

6 Can I place a custom order?

Yes. Shoot us an email on the Contact Us page regarding your Custom inquiry and we will confirm the timing and price.

SHIPPING

1 When will my order ship?

All standard orders will ship within one to three business days after purchase. Business days are Monday through Friday, excluding federal holidays within the United States.

All preorders will ship on designated ship date.

2 How can I track my order?

Your tracking number will be on your order confirmation email sent to the email provided at checkout, and on the order details when you login to your account.

It may take up to 48 hours before your package is checked into the carrier's tracking system and are provided with the delivery status.

Please note First Class International can take up to 21 business days. Please contact us if you have not received your order after 21 business days.

3 How much is shipping?

Shipping is determined by real-time costs that are calculated at checkout based on weight and destination. In other words, you will pay exactly what it costs to ship your order. This prevents overcharging that can incur with flat rate fees.

4 Will I have to pay import duties and/or taxes?

All international orders shipping outside of the US are subject to Value-Added Tax, import duties and/or taxes, which are imposed once your package arrives in your country.

5 Can I change the shipping option on an existing order?

Once an order is placed, the shipping provider is already working to process your order.

6 Do I need to sign for my package?

Your package will not require a signature for delivery. If you prefer your package to require a signature, please check the option at checkout.

Please add Signature Confirmation to your order if there is any chance your package could be stolen after delivery, like if it sits on your porch or the complex holds packages at the front desk. WE WILL NOT REFUND OR REPLACE ORDERS THAT SHOW DELIVERED VIA TRACKING INFO..

RETURNS

1 What is your return/exchange policy?

We're a small team and independently owned. We're sorry we can't offer returns or exchanges similar to larger companies; we hope you can understand.

Custom bags, made to order bags, custom alterations to existing silhouettes, sale items and one-off bags are non-refundable.

Your unused merchandise can be fully returned within 30 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs. We ask that customers arrange the return shipping of the product and suggest adding a tracking number to ensure your package arrives safely back to the shop. Please include your order number and whether you would like to return or exchange your product.

Your refund will be issued in the same form of payment originally used to purchase the item after we receive your returned product. A confirmation email will be sent when the refund has been processed. Your should receive your refund within 5 business days, but this is dependent on the processing of your bank.

Please note that any initial shipping costs cannot be refunded.

2 What is the warranty on my bag?

We stand by all of our products so we believe in covering all manufacturer defects that may occur during the lifespan of the product. Check out our Warranty Page for more information on what exactly is covered, and how to start a Warranty Claim.

PRODUCT

1 Are all of your products made in the USA?

No, unless stated otherwise. We work with our friends both domestically and internationally to supply us with the best materials and components.

2 Do you have any retail locations?

Yes. We currently have one showroom located at our home base in Costa Mesa, California and a number of retail partners in Japan. As we continue to expand, a small selection of our products can be purchased at retailers throughout the world.

3 Do you offer volume discounts?

Please email us at customerservice@thebrownbuffalo.com for more info.

MEDIA

1 Where can I get a high-resolution photo for an article in an online/print publication?

Please contact us via customerservice@thebrownbuffalo.com and include as many details as possible regarding the nature of the article.

2 Does The Brown Buffalo sponsor athletes, musicians or personalities?

Please drop us an email at customerservice@thebrownbuffalo.com with as many details as possible along with images to provide us with a better understanding of the nature of the sponsorship.

3 How can we have The Brown Buffalo advertise on our online store or in our print publication?

Please drop us an email at customerservice@thebrownbuffalo.com with your media kit along with the nature of your publication and why The Brown Buffalo is a proper fit.

Contact Us

Please feel free to contact us anytime with any questions or concerns.



Return Address:

2949 Randolph Ave Ste A

Costa Mesa, CA 92626