How can we help?



My credit card isn't working. What should I do?

We do take a variety of cards however, some do not work with our payment platform. Always check that your billing address and zip code are the correct ones associated with your credit card. Sometimes, if these are incorrect, the payment will not go through. Please re-try adding your billing information, then the payment details, and see if it processes. If it does not go through, it is most likely because our system does not accept the card you are using (for example, a Visa Debit card or a Discover card). An alternative solution is to add your card to Shopify Pay or Google Pay to facilitate the payment.

Do you offer refunds or exchanges?

While a sale is live we will do our best to accommodate any refunds & exchange requests. Once the presale has closed, all orders are final sale.  However, we will make every effort to consider your inquiry for exchanges/refunds. Each case will be reviewed individually by our customer service team, who will provide the best solution to help resolve your claim!

For claims regarding a damaged/defective product, please email within 7 days of receiving your item associated with your order number in order for your case to be accepted for review.


What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.


How long will it take for me order to be shipped to me?

Shipping takes 2-5 weeks. While we make every effort to ship all orders within that time frame, processing delays outside of our control may occur and unfortunately, we cannot make guarantees on shipping dates.

What happens if my address is entered incorrectly at the time of shipping?

If you need to make a change to your shipping address, we will do our best to accommodate you; however, processing begins immediately and there may be instances that your shipping label has been created and cannot be changed. If this is the case, please contact USPS with your tracking number to have your package rerouted.

Can you redirect an order to a different address?

We are unable to redirect orders to an alternate address once your order has been dispatched.

What if my tracking states that my package has been delivered, but it never showed up?

It's possible that 1) the tracking link was updated by the shipping carrier prematurely or 2) your package is hidden around your mailbox or building. Carriers have a tendency to leave packages in hidden places, for the safety of the goods, if they're unable to deliver to you directly. Pleasure have a thorough look around and/or contact USPS to try to locate your package.

Who pays for shipping fees?

Shipping fees are the responsibility of the customer and are non-refundable.

Taxes & Duties

Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges may be calculated on the total value of merchandise, and will be displayed on the Order Summary page. If you are ordering from outside of the United States or Canada your order may be subject to additional taxes or duties upon delivery. These charges are the responsibility of the customer and our store will not reimburse for these charges.

My package is lost. What should I do?

If you have sufficient reasoning to believe your package has been misplaced by USPS, please contact USPS directly and file a USPS lost claim here. You can also contact with your order number and the USPS Case Code so we can assist you further. STAYME7O is not responsible for damaged, lost, or stolen packages; however, we will try our hardest to make sure the carrier locates your package. For all claims regarding lost/stolen packages please email within 7 days of delivery receipt.

What happens if I refuse a package or it is undeliverable?

If you have been notified of your order returning to sender, please monitor your tracking number until it states that your package has been successfully returned to us. Once tracking confirms that your package has been sent back, please notify us immediately at with your order number, so we can begin the process of reshipping your order.

Shipping Carriers

Shipments are sent via USPS and other e-commerce shipping carriers. Once we hand off your shipment to the shipping company, you will receive a tracking number with the most up to date. We do not offer other shipping services at this time.

Shipping Stages

Below are the 4 stages of your tracking numbers:
Label Created, not yet in system= Item is at our facility, has not been picked up by the carrier.
Pre-Shipment, Awaiting Item= Item has been picked up by carrier to their sorting facility for processing.
In transit= Item is now on its way to you! Delivered = Item has arrived!

What countries do you ship to?

We ship worldwide. We are unable to ship to the following countries: Afghanistan, Belarus, Bhutan, Brunei Darussalam, Chad, Cuba, Lao People's Democratic Republic, Libya, Mongolia, North Korea, Russian Federation (due to conflict in the region), South Sudan, Syrian Arab Republic, Timor-Leste, Turkmenistan, Ukraine (due to conflict in the region) and Yemen


Do you ship internationally?

Yes! We ship worldwide. Packages leaving the US will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Keep in mind that international orders can take up 3- 6 weeks to be delivered.

International Duties and Taxes

For shipments outside of the United States or Canada, your country has the right to impose local taxes, duties, or additional brokerage fees. The fee varies by country and we are unable to calculate this in advance. STAYME7O is not responsible for the payment of this fee. The customer will be responsible for the custom fees and taxes for each shipment.

How do I track an international order?

Once your package leaves the USPS system, please use the same tracking number to locate it on your country’s local postal service website. There may be a delay between the time it departs the USA and is next scanned into your local postal service. Please allow up to two weeks for information to become available.


Can I change the colour or add to my order?

All orders are final sale once submitted and may not be changed, cancelled or updated.

Damaged or Defective Items

The manufacturing process is a beautiful symphony of humans and technology working together to create a one-of-a-kind product, just for you. Our teams work tirelessly to quality-control each and every item we ship. With lots of touch points in the sewing, embroidery, fulfillment, and delivery processes - there is a chance your garment will pick up a dash of dust, some stray threads, a splash of sewing oil, pressure lines from embroidery hoops, or small marks along the way. Not to worry, the majority of these minor imperfections will come out in the first wash with traditional detergents/stain removers. If the imperfection remains after washing, please email and include: Your order number Name on the order Email the order was entered with A clear photograph demonstrating the quality of the damaged area, after it has been washed. If you have received a damaged, defective or incorrect item please email and include:

Your order number

Name on the order

Email the order was entered with

Most importantly, please always include clear pictures demonstrating the defective or damaged area.The most optimal pictures are taken on a flat surface with the tag and error clearly displayed. We will use this information to help you with your order, and eliminate future errors. This policy lasts 30 days after the tracking status shows delivered. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. If applicable, we will replace an item that is defective/damaged.


Sizing & Fit

All sizes are unisex and do run large unless noted otherwise. If you have questions regarding sizing, or any other information on a specific item, please refer to the product measurements and descriptions that are listed on our website here. If you've received a hoodie with slightly odd fit, kindly send us an image of the hoodie demonstrating the size difference and reference the size charts here.

Get in touch

Have questions about your order, or a general enquiry?