FREQUENTLY ASKED QUESTIONS

UNITED STATES
- Standard Mail Shipping  (5–7 Business Days)
$00.00–$39.99  —  $4.99  USPS Ground Advantage
$40.00 and over  —  FREE Shipping (USPS Ground Advantage)
- Expedited Mail Shipping  (2–5 Business Days)
Any order — $9.99  USPS Priority Mail Insured
$100.00 and over  —  $4.99 Discounted Upgraded Shipping (USPS Priority Mail Insured)
- In-Store Pickup  (Ready next day or sooner)
Any order — FREE at our New Haven, CT store!

CANADA
We offer shipping through USPS that is then transferred to Canada Post. We offer First Class Package International and Priority Mail International, with the shipping cost calculated at checkout based on the destination.

AUSTRALIA
We offer shipping through USPS that is then transferred to Australia Post. We offer First Class Package International and Priority Mail International, with the shipping cost calculated at checkout based on the destination.

INTERNATIONAL
We ship to over 100 countries utilizing new features that allow for prepaid taxes and duties at checkout, so customers are not surprised by extra fees owed from country to country delivery. We offer 2 different carriers and options: DHL eCommerce Parcel Standard and DHL eCommerce Parcel Direct or UPS® Standard and UPS Worldwide Expedited®.

General Orders Information
•  Orders come with FREE tracking emailed upon shipment. Please allow 24 hours for tracking to start properly moving.
•  Priority Mail orders are packed up at noon every day, and picked up Mon–Sat during delivery mail pick-up.
•  Please be aware that once an order is with USPS, the package is not in our control—but in the rare chance you have a big issue, tell us.
•  Since you're sent a digital receipt, we do not include a printed one in your shipment. (Good for gifts, and yay for less waste!)

Canada & Australia Orders
•  Orders shipped outside the U.S. are subject to import taxes payable by the customer at time of delivery. (Nothing to do with us!)
•  Upon leaving the U.S. and/or entering your country, your order may be held in customs for up to 1–2 weeks—which is completely normal.
•  Your order may take up to 6 weeks to arrive if not sent Priority Mail, but if you believe you've encountered an issue contact us.

Please note that the information above is a general guideline. Nothing is guaranteed, as many factors may not be in our control. We are a very small team (of real human beings!) so if you encounter any issues just talk to us. Thank you ahead of time for not treating us like we are a large, hugely-equipped corporation—sincerely!

Our processing system seems to initiate payment—whether an order gets finalized or not. (We think this is odd, too!) The only reason an order wouldn't go through, is if one entered the wrong billing information. This is a measure our system uses to deter fraud, which helps both us and our customers.

If a charge shows up on your credit card or bank account, it will disappear in a few business days. (The status will likely say "Pending"—not processed.) Contact us if this charge doesn't disappear—but if you didn't receive a confirmation email from us, then the payment (and order) wasn't received by Strange Ways.

We can add (or remove) items to an order—if it hasn't been packed up yet. Please reach out to us ASAP, so your order doesn't get sent out as is. It's best just to respond to your Order Confirmation email, so we easily have your order information. When requesting a change please be succinct and clear, for swiftness to get your order out. We can add items, remove items, or change the size of an item (assuming these are In Stock).

Please note any added items that increase your order cost, will need additional payment completed before sent out. Any items that may be refunded will take 3-5 Business Days for the amount to return to your bank or credit account.

Since we email the person who placed the order a digital receipt, we do not include a physical invoice or receipt when we pack up orders. If you wish for us to cross out the price tag, please write a Gift Note in your order (info right below). We will automatically cross off all price tags on Gift Orders.

We provide the option to include a Gift Note inside your package—FREE of charge! One may do so in the Order Note of their cart, before checking out. Keep it short as there is a max of 70 characters. One will also not see their note during checkout, but your message will be shown in your Order Confirmation email.

Yes! At checkout there will be an option to choose “Pick up” instead of having your order shipped out. You pay online, and and pickup your items at our New Haven, CT storefront.

Perks of In-Store Pickup:
• No shipping charges
• No waiting for shipments to be delivered
• Easy product browsing online
• Avoid potential package theft
• Feel like a baller rolling up with your order ready

In-store pickup orders are ready for you by the next day, but often within 1 hour! You will receive an email notification when your order is ready. Please come to the register with your Name and Order number. We will hold your items for 7 days, after which we will Cancel your order and Refund you.

Before anything—refer to your USPS Tracking Number for current delivery status. There is a link in your Shipment Confirmation email. The Tracking History section on the USPS website shows step-by-step where your package has been, and is currently.

UNITED STATES or INTERNATIONAL ORDER DELIVERED, BUT CAN'T FIND IT
If the tracking on your order says your package was delivered, but it's not in your possession—don't worry just yet! Our system automatically sends out a delivery confirmation when your local post office scans it as Delivered. However, these tracking details are not always exact to the minute, and it may still be on its way to you.

Here are some tips:
•  Look around incase the driver hid your package in a safe place (back door, out of view)
•  See if someone else accepted the delivery (neighbor, front desk)
•  Look for a notice of attempted delivery
•  Double check the shipping address on your order

We also suggest waiting 1-2 days to see if your local post office just scanned it incorrectly along the way. It may just show up tomorrow! This happens more often than one would expect...

UNITES STATES ORDER APPEARS STUCK IN TRANSIT or LOST
All orders are shipped via United State Postal Service. If your order appears to not be moving, we recommend reaching out to the USPS customer service line at 1 (800) 275-8777. They will simply ask for the tracking number sent to your email upon shipment, and open a case to search for it. You can also submit a request online. Unfortunately, we cannot dedicate time to following up about delayed or misplaced orders once they are transferred over to the postal service—but of course, if your order never arrives please contact us! (It's easiest to respond to one of your Order or Shipment confirmation emails, so we can easily locate relevant information.)

INTERNATIONAL ORDER TAKING A WHILE
All orders are shipped via United States Postal Service, and then transferred to the receiving countries local postal service upon entry. International orders can take up to 6 weeks to be delivered if not sent Priority Mail. Please only reach out to us only after that time period—unless your order appears stuck in the United States before entering customs acceptance. Upon leaving the U.S. and/or entering your country, your order may be held in customs for up to 1–2 weeks—which is completely normal. One can also try entering your tracking number into your local postal service's online tracking system, to see if there are any updates specifically from them.

If you notice from the tracking that the package has reached your country but doesn't appear to be moving, we recommend reaching out to your country's local postal service. They will simply ask for the tracking number sent to your email upon shipment, and open a case to search for your package. Do not reach out to the U.S. postal service. All packages are transferred from the United States Postal Service to the importing country's postal service (your country) upon entry. Any inquiries once a package has passed customs clearance needs to be directed to the receiving country's postal service. Unfortunately, we cannot dedicate time to following up about delayed or misplaced orders once they are transferred over to your postal service—but of course, if your order never arrives please contact us! (It's easiest to respond to one of your Order or Shipment confirmation emails, so we can easily locate relevant information.)

Customs Duty/Import Tax: All International orders are subject to import taxes (VAT)—which are imposed by country to country tax regulations and are common with ordering overseas. These duties are payable by the customer at time of delivery. This tariff has nothing to do with our business besides us following International shipping procedures by including a customs form item list with shipments (packages would be sent back, otherwise). Strange Ways does not receive any of this compensation, but we do mention this tariff to be helpful. Many times orders are on hold to be delivered, until the receiver pays this tax. You should receive a notice from your postal service if you must pay one—respond to their request fast! Otherwise, your order may get returned back to us. Strange Ways is not responsible for a customer not paying their import tax in a timely manner. If a package is not claimed, or a customer rejects it, items can be refunded when received—but not the original shipping charge.

While it is very difficult to gauge what you may be charged in taxes upon import, this Duties & Tax Calculator may be helpful.

ORDER RETURNED TO STRANGE WAYS
If an order is undeliverable and returned back to Strange Ways, we will attempt to contact the original buyer in a timely manner. However, please reach out to us if you believe your order was sent back to us. We cannot issue refunds on the original shipping charge, and the buyer is responsible for additional shipping costs if a reshipment is requested. Our system sends out email updates along the way to try to alleviate delivery issues. An international shipment being returned back to Strange Ways because of unpaid import taxes (custom fees) is not grounds for a full refund.

Please note there is a time limit for rectifying lost orders, which starts on the day the order was shipped out. For U.S. orders it's 30 days, for Canadian orders it's 45 days, and for International orders it's 60 days. This is mostly because after a certain amount of days, the postal service can only do so much to help search for and retrieve a package. Reach out ASAP if you believe your order is lost!

Refunds are not issued when proof of delivery is provided via tracking.

We do not accept Exchanges for online orders. If you wish to Exchange an item it is easiest to just place a new order. If one were to send their item back to us in Exchange for another, it will take longer to receive the new item and there is still a shipping cost to be paid by the customer for the new package. Please send your original item(s) back as a Return, and we will Refund you.

If you wish to Return your item(s) do so within 30 days of receiving them to the address below (we must receive the item back to us within that time period). Please include your Order # on the outside, or on a note inside—otherwise we may not be able to locate your original order to process the refund. If we receive items back in the condition they were sent (clothing not worn, other items in original packaging), there should be no issue and we will refund you for the returned items within a few days. (After you receive a confirmation email of the refund, it will take a few business days for the money to arrive back into your account.) Buyer is responsible for return shipping cost, and original shipping charge cannot be refunded.

Strange Ways
Return Orders
151 Orange Street
New Haven, CT 06510

To return an item bought in-store, the same timeframe and guidelines apply as above but just come on in. We will need a receipt or Order # to locate your purchase in our system. We do offer exchanges on in-store purchases. 

Please note that after the 30 days neither a refund nor a exchange can be given. Sale items and custom pieces are final sale.

In short: Hopefully within a 4–6 weeks after it sells out. However, there are no guarantees as it may depend on the designer(s) we work with. If it's been longer than that, don't keep waiting! If an item is not even our website anymore, it is not coming back. Many of the items we carry are in limited production runs—so if you see something you like, buy it pronto!

Long answer: We restock product every month, but there is no set pattern to certain items coming back. We carry a large assortment of different designers, artists, and brands that all release things on different timelines. It may look like a lot of items are out of stock (particularly patches or pins), but we do our best to remove any items that won't be restocked again. If you can still view the item, there's a good chance you'll be able to buy it again in the near future—but that time has no set date.

We offer a simple way to receive a notice when an item becomes available again—just go to the product page, and sign up for an email alert. Our system will automatically notify you when there is more available. This is also an easy way for us to see what products are most in-demand. Ones with high amounts of requests will receive top priority—so go cast your vote by signing up for an alert!

Please keep in mind we are not a huge factory churning out things on demand. Part of what makes our shop special is that we carry limited runs of unique items from independent creatives. If it was all mass-produced, it wouldn't be Strange Ways.

If you are looking for an item and it doesn't show up on our website Search anymore—please don't email us asking where you can find it. It's sold out, not coming back, and we do not have access to it

If you think you have something that fits the shop, contact us or email us at product(at)strange-ways.com with links to product imagery (online shop, linesheet, image links, Instagram) plus wholesale pricing and minimum order amounts (we need to be able to order at least a dozen of any item). It's that simple! If we are interested, we will contact you when we're accepting new items. Please don't email us more than once in a period of 6 months about your items. We receive a lot of inquiries, and we do look at every request!

We excel in showcasing unusual, fun, and relevant product from independent artists, designers, and small brands. Strange Ways is about featuring original designs; please don't contact us with work that may seem like rip-off product or fan art. Brands that focus on promoting their name brand likely won't fit in at Strange Ways—artwork and visuals are more important than name recognition. We do not carry one-of-a-kind fine art pieces, one-off pieces in general, and anything with a high price-point probably won't work for us.

If you live in the New Haven area where our storefront is located, you should still email us about items you want to be considered. Coming in and dropping off items for consideration may not end up in the right hands—please, don't do it! We also do not do consignment, and we are not an art gallery. There is no place to “leave items out, and see if they sell” as some like to ask—if something is relevant to Strange Ways and we think our customer will respond to it, we buy it outright at wholesale costs. (Yay! We pay makers up front.)

Please keep in mind we can't accept everything, and the concept of a curated shop like Strange Ways is to keep within our brand vision and product assortment our customers expect from us. If we don't get back to you, our apologies. It may just not be what we are looking for at the moment. Good luck with your work!

Please do not submit your work via DM on Instagram, or other social media. We need to use email to keep track of work for consideration.

We only produce work which will be sold at Strange Ways. We are first and foremost a retail shop—not a production facility.

We do *not* do custom orders/manufacturing. (This includes taking any design or item we sell, and adjusting it to something else.)

We do not sell wholesale. We're a shop that works with designers to sell their products at Strange Ways. Product that is exclusive to our shop is not for resale.

Roughly 90% of the patches we carry have iron-on backings. We call it out in the product description if they do. You can also tell if the back of the patch is shiny and/or seems to have a film on it. These backings make attaching items to all *non* heat-sensitive materials fairly easy—basically if you can iron the item without much worry, you can iron on a patch to it. The warmth of the iron will melt the backing and adhere to the material it's on. Cotton-based fabrics like denim or canvas are best, while synthetics like polyester would likely melt trying to adhere the patch. (We also don't recommend ironing onto leather or faux leather—because who would iron leather?) One can place a fabric layer between the iron and the patch to prevent burning, or try ironing the garment inside-out to the back of the patch. This latter technique works best for any patches that have a fuzzy texture or raised details to them.

Iron-On Patch Instructions
1. Position patch on garment, embroidered side up
2. Place cotton cloth or towel over patch to protect design
3. Iron patch on high with firm pressure for approx. 30 sec.
4. Remove ironing cloth and allow to cool
5. Flip garment to inside/reverse side, repeat steps 3 + 4
6. Allow garment to cool completely before handling

Some patches we carry do not have iron-on backings—it depends on the designer and manufacturer. Some designs also don't have iron-on backings due to the material not reacting well to heat. If in the product description an item does not say it has an iron-on backing, it will not have one. To adhere these patches one can buy fabric glue (like this one from us), use a sewing machine, attach safety pins to corners, get a simple needle and thread, and many other creative options. Have fun with it!

Even patches with iron-on backings, we recommend sewing (at least a few points) or stitching around the edges for longevity. (Yes, you can sew on or stitch through patches with iron-on backings—it just may be a bit thicker!) This is especially true for large back patches and thick chenille patches that are heavier. Depending on where you are attaching patches, iron-on backings can start to peel off with wear and tear. However, with a little spot stitching or fabric glue at the corners they can be reinforced. Patches should also withstand normal washing if applied securely. Take care of your patches, and they'll stay close to you!

Dangit! If we had a nickel every time someone came to us and said this—well, we'd make a quick response for everyone. So here it is.

First off: You gotta be careful where you place your pins! If they are put on in areas like the upper chest and shoulder area of a coat, and you're one to constantly carry a bag with shoulder straps, its very likely your strap may snag them and pop 'em off. Items like hats and bags that are constantly thrown on the ground or onto shelves, you may also discover pins disappear from.

Secondly: Attach pins securely. We believe that rubber pin backs (like the ones we sell here) are the best bang for your buck. They mostly work on tension, so the harder you push your pin into them, the more lodged in the pin post on the back will get. (Watch your fingers! The pin post can come through the back of the pinback.) Remember to check on how secure they feel every once in a while.

Lastly: There are also deluxe pin backs (sold here) and locking pin backs (we sell those too) that are more expensive, but may be what you're looking for—the latter tighten around the post on the pin with a tiny wrench! And if you're super certain you know exactly where you want a pin to stay forever, try a dab of super glue inbetween your pinback and the pin to secure it FOREVER.

They can! But be careful how you redeem Rewards Points...

When you Create an Account with us online, you can start earning Rewards Points at both our online shop and storefront—they will tally under one account. When online, just make sure you are logged into your account (with the same email address) when you place an order. If purchasing something in-store, ask the Sales Associate to look up your account email first so they can add it to the order before processing. We are also able to create a Rewards Account in-store. If you wish to then use these points in our online store later, just Create an Account online using the same email address and everything will get linked.

Once you earn enough points for a discount you have the option to redeem them for online orders (a discount code) —or— in-store purchases (at register discount). The way the Rewards Points system works is you must choose one or the other—basically cash out your points online, or cash them out in-store. If you redeem your points online, you cannot use that discount in-store. In general, any numeric/alphabetic discount code you receive for Strange Ways has to be applied online for it to be activated.