• How do I join your email newsletter?

At the bottom of Pineapplebrat.com, you’ll find an email subscription form that will allow you to add your email address and subscribe to our email list. You’ll then be the first to know about all of our updates and announcements.

• Where can I find the sizing guide?

We have a sizing guide located on each product page and all of our products fit very true to size so you can’t go wrong with your normal size! If you are in between sizes, the best bet would be to size up.

• When will you restock an item?

Stay tuned to our instagram, or subscribe to our newsletter for upcoming launch dates to be the first to know what items are releasing and when!

• Why does the website have a password?

The password page is in place so our team can prepare the website and make updates as well as add new products/designs. It is only temporary and will be taken down soon. This will be announced via Instagram and our email newsletter.

• Why don’t you have a cart hold?

We do not have a cart hold feature on our website as we've tried it in development and it led to website crashes due to our high website traffic. After much testing, our technical team decided it's best to not have a cart hold.

• Why was my package returned to sender?

There are a few reasons why a package would be returned to our facility, the most common being an address discrepancy. Please email us with your full, detailed address and we can look into this as quickly as possible.

• My package was scanned as delivered but I never received it.

We are sorry to hear that! Shipping couriers may scan a package as delivered before it actually arrives. We always recommend waiting up to 5 business days and then contacting the shipping courier for more information.

• Package in-transit, arriving late

If your USPS tracking has a status of "in-transit, arriving late", this is possibly due to USPS being overwhelmed by present shipping conditions. We understand this can be frustrating, but we always recommend giving USPS additional time to move your package through their shipping process in cases like this.

• Can I combine my orders?

Unfortunately, due to our fulfillment process, we can’t combine orders.

We may however, add this feature to our fulfillment process in the future.

• How can I track my package?

Once your order has been fulfilled, you will receive an email with the tracking information. Your tracking information should be updated once the shipping courier scans the package into their system.

• What happens when my package gets lost in transit?

Unfortunately, we do not take responsibility for lost, misplaced, or incorrectly delivered shipments. Please contact the shipping courier for more information.

• When will my order ship?

Average domestic shipping and handling times are generally 7-11 business days for packaging/handling and 2-5 business days for shipping transit time. So, from time of ordering you can expect an average of 9-16 business days before you receive your domestic order. Average international shipping and handling times are generally 7-11 business days for packaging/handling and 6-10 business days for shipping transit time. Please keep in mind, this is average shipping and handling time, your order may arrive sooner or your order may arrive later than this. We are working on improving this and lowing the amount of time it takes for shipping and handling and we will keep you updated on any changes to our shipping and handling terms.

As a reminder, the shipping time frame selected during checkout begins once your package is in the hands of the shipping courier, not when your order is placed.

• What happens if I am missing an item in my order?

Within 5 days of receiving your order, please email us a photo of the items/packaging you've received along with the packing slip. We can then start a fulfillment investigation and resolve the matter as quickly as possible.

• Can I change my address?

Please email us ASAP with your full address so we can make the change quickly. If your order has already been fulfilled, we will not be able to make any changes.

• Why was my order cancelled?

Orders can be cancelled for many reasons. We suggest contacting our customer service via our contact form using the following link, and we will be able to further assist you within 48 hours.

• I placed an order but never received a confirmation email.

Email confirmations are automatically sent to the email entered during checkout. We always recommend checking your spam folder as sometimes it may be in there. We recommend waiting 24 hours after ordering to make sure there isn’t just a delay on the email.

• How do I change or cancel my order?

Unfortunately, once the order is placed we are unable to make any changes to it.

• Do you accept returns?

We are unable to accept returns.

• What if I received a defective item?

If you believe your item may have been sent to you damaged or defective, please contact our customer service team immediately with the following information:

Your order number

A clear photo of the damage/defect

A full length photo of the image

A photo of the attached Pineapplebrat logo and label and tag

If you're reaching out about potential damage/defects in your item(s) after 15 days from your purchase date, the item(s) will be considered “wear and tear” and will not be eligible for evaluation.

• What happens if I received the incorrect item?

In the unlikely event you have received the wrong item, please contact our customer service team immediately with the following information to ensure that we can get this resolved for you quickly & efficiently: 

Your order number

The name of the item you did receive

The name of the item you did not receive

A picture of the incorrect item

ALL CLAIMS FOR ORDERS ARRIVING WITHOUT THE CORRECT/MISSING ITEMS MUST BE MADE WITHIN 5 DAYS OF THE DELIVERY DATE.

• What countries do you ship to?

We ship worldwide!

• Do international orders pay duty/tax?

Yes, the customer is responsible to pay any duties and taxes charged by customs when the package reaches your respective country, as the option to pay them in advance isn’t yet available.