FAQs
We’re here to answer any questions you may have in our FAQ section. If you still need support, please contact us at support@labtwenty9.com
ORDERS AND SHIPPING
Q: What are your shipping options within the United States?
A: Standard Shipping: $8.00 3-5 business days.
Q: What are your shipping options for international shipping?
A: We currently only offer domestic shipping. If you live outside of the U.S. and wish to place an order, please contact us via support@labtwenty9.com for assistance.
Q: How do I track my order?
A: Your order will be processed in 1-3 business days. Once your order has shipped an email will be sent to you containing tracking information. Please allow 24-48 business hours for your shipment details to update with USPS.
Q: How do pre-orders work? When can I expect to receive my pre-order?
A: If you pre-order an item, the full amount of the item, shipping cost, and any applicable taxes are collected at the time the order is placed. Preorder items are expected to ship out within 3 weeks. If you purchase a preorder item and a regular item in the same order, ALL items will be shipped together with the same timing as the pre-order item.
Q: I've seen an item but I cannot seem to find it online?
A: If you see an item on our social media page but do not see it on our website, the item may be coming soon as a new arrival or out of stock. We understand that this can be frustrating, but rest assured our team is constantly testing hot, new styles and designs for fresh collabs. Be sure to sign up for our newsletter to receive information on restocks, sales, and new arrivals.
Q: How do I know if my order has been placed?
A: You will receive a confirmation email with the order details upon completion of your order. Please ensure your checkout process is complete until you reach the page containing your order number. If you do not see an email confirmation, please verify the email address and check your spam/junk folder for the email. If you have any additional questions feel free to contact our support team at support@labtwenty9.com.
Q: What if my order has not been delivered?
A: If after contacting USPS you still need assistance regarding locating your order feel free to contact us at support@labtwenty9.com for additional support.
Q: Can I make changes to my order after it’s been placed?
A: We prepare your order for shipment shortly after your order is placed. This quick turnaround time does not allow for any changes to your order, however you can contact support@labtwenty9.com for further support. We apologize for any inconvenience!
RETURNS/EXCHANGES
Q: What is your refund/exchange policy?
A: Items purchased from LAB Twenty 9 will gladly be accepted for store credit within 10 days of the delivery date. All merchandise must be received back in its original form with all LAB Twenty 9 tags attached. Clothing must be unworn, free of any stains, odors, hair, or distinct smells including deodorant and perfume. Returned merchandise will be processed and store credit issued within 7-10 business days upon receipt, excluding shipping and handling costs. All tags must be attached when returned. Please note that all Sale items and Accessories are Final Sale and cannot be returned.
Q: How do I process a return?
A: Please reference our Return Policy for steps on how to easily process your return.
Q: Have you received my return items and how long does the refund take to show in my account?
A: Please allow 7-10 business days for us to process your return. Once your refund has been processed a confirmation email will be sent to the email address provided upon checkout. If you have not received an email within 7 business days of us receiving the package please contact our customer service team at support@labtwenty9.com and one of our agents will be happy to assist you. If we have fully processed the return, please contact your financial institution for more details on when you will see the funds reflect back into your account.
Q: What do I do if I receive a damaged item?
A: In the rare event your item is damaged or defective, please contact us within 3 days from the date of delivery and we will gladly process a return or exchange. In the rare event you received an incorrect item, please contact us within 3 days from the date of delivery for assistance.
PRODUCT CARE
Q: What’s the best way to care for my Lab Twenty 9 Products?
A: Please wash in cold water then air dry or dry on low heat to maintain the stretch and quality of the fabric. Most of our products are nylon based, which allows for significant stretch and longevity. This method of care allows for the fabric to maintain its shape, hold, and wear.