Frequently Asked Questions

Frequently Asked Questions

Please use a physical address when placing an order if you have one, PO Box shipping takes substantially longer, and we have no ability to expedite any shipping to a PO Box address. 

ORDERING QUESTIONS

1. I tried to place an order, but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store. What happened?

This is a common issue that happens to some customers. If you did not get an Order confirmation email, your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and the pending charge will disappear.

2. I keep getting an error that says, “Zip code does not match billing address.” Why is that?

For your order to go through, you must provide us with the zip-code of where you receive your payment card statements. If you supply the wrong zip-code, you order will not go through.

If you received this error message but you were still charged on your credit card, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card but was unsuccessful. Please give it 48 hours and that pending charge will drop off.

 

3. I ordered the wrong size/color, can I edit my order? 

We do not have the ability to edit any orders after they have been fully placed & processed. So be sure to order the correct sizes, colors, & include the correct address and email. 

To cancel an order please email us right away at customerservice@cliffordlenox.com. Once you have received a tracking number your order can no longer be cancelled, you'll need to return the item (once received) for a refund. 

SHIPPING QUESTIONS:

1. How quickly do you process and ship your orders?

We take pride in our fulfillment speed. 90% of all orders are shipped out within 1-2 business days! We do not ship orders over the weekends. Any orders placed on the weekends or a holiday will be processed the following business day.

Note: Due to the high volume of orders during holidays and sales events, please expect additional delays.

2. How can I track my order status?

Once an order is placed, an email will be sent with a tracking number and instructions on how to track the order after your order has been shipped.

Note: Please allow 24-48 hours for your tracking number to update.

3. How long will it take for my order to arrive?

After your order has been shipped, arrival times on all orders depend on the shipping method chosen at checkout.

 

4. What do I do if my package is marked as delivered, but I don't have it? 

In the unlikely event that your parcel is not delivered correctly, please send us an email containing your order number & verified shipping address within 5 days of the failed delivery.

Domestic shipping:

We ship Domestic orders using USPS, FedEx, or UPS. We do our best to select the quickest and most reliable carrier depending on your location and speed of shipping selected during checkout.

International Shipping:

All orders outside the US will be shipped using USPS International Priority or UPS. Shipping rates are calculated by UPS & USPS at checkout. Whenever shipping rates appear off, please contact us so we may verify for you. Depending on your location and the service selected at checkout, international deliveries may take on average 2 to 12 days. 

Customers are responsible for eventual duties and taxes before or after receiving the international order(s).

5. The cut-off time for same day shipping for Overnight Orders is 10am PST. Any orders placed after that time, will ship the following business day.  

6. Do International orders have to pay custom fees?

We have no control over custom fees and they vary from country to country. Customers are responsible for paying all custom fees. 

GEAR & APPAREL QUESTIONS:

1. How often do you restock your apparel?

Please follow our Instagram to stay up to date on restocks and launches. 

2. Do you have a sizing chart?

Different products have different sizing in regard to the fitting requirement. We usually state in the product description how the items fit. Please feel free to email us at customerservice@cliffordlenox.com for advice on sizing.

 

 

CONTACT QUESTIONS:

If you have any questions about your order, please feel free to email us at customerservice@cliffordlenox.com.

1. What are your customer support hours?

We are open Monday-Friday 9am - 5pm PST excluding holidays and weekends.