Frequently Asked Questions

Product

Q: What size am I?

A: Sizing by item, sizing by men’s and women’s

We have sized our products based on common men’s and women’s sizes. You’ll also see the measurements of each model and what size they are wearing, and a description of how the piece fits (oversized, slim, etc). Because every garment manufacturer is somewhat different, we also have detailed fit guides for each item. Compare your measurements to what you see in the guide, and if you have any questions, please reach out by email (XXXXX) and we’ll have someone connect with you to discuss in more detail.

Q: What is the fit of the products?

A: We design our products to fit in a fairly standard way, but if a garment is more oversized, or more fitted, you’ll find that in the description of the piece.

Q: How should I care for my items?

A: Please refer to the care instructions label on your garment. Can decide if we actually want to put the copy here too. [Check what people wrote]

 

 

Orders

Q: What payment methods do you accept?

A: We accept Visa, MasterCard, American Express, Apple Pay, and Google Pay. [Will confirm with Shopify payments, gift card is TBD.]
Q: How can I check my order status?

A: [Details on how to go back to account and enter order number..]

Q: When will my order be shipped?

A. Orders received before 2pm Pacific during Monday-Friday will be processed that day. Any order received after 2pm Pacific will be processed the following business day. Please allow 1-2 business days from processing for your order to be picked up by our mail carrier.

Q: Can I change or cancel my order?

A: [Will depend on the payment feature we choose with Shopify.]

Q: Do you ship internationally?

A. We are happy to ship internationally, but if your country requires customs or import fees, we have to ask you to cover those.

Q: When will my pre-order ship?

A. On select items, we enable customers to place pre-orders to guarantee their availability. We will mail out the item as soon as it’s ready.

 

 

Shipping

Q: Where do you ship?
A: We currently ship to the US, UK, Japan and Indonesia. We are continually working on shipping to more parts of the world. If you have a request, please email ————— and let us know.

Q: How long will it take to receive my item? Is shipping included in the price of the item?

A: We currently ship our products via UPS ground, which takes [XXX] days from our warehouse in LA. For US based customers, the cost for ground shipping is included in your order total. If you are interested in receiving your items sooner, you can select expedited shipping at checkout.

Q: Can I expedite shipping?

A: Yes, you can. Simply select expedited shipping at checkout. The price of this feature is [XXX] for 2 day and [XXX] for next day.

 

Returns and exchanges

Q: What’s your return policy?

A: We want to make sure you love [too strong?] your Potato Head product. To return your item, request a return through your Shopify account and postmark the package within 30 days of product delivery. If you received your product more than 30 days ago or have any questions about the process, please reach out to Customer Service [xxx]. We want you to be happy with your order, and we’re here to help.

 

We ask that returned products are in original condition with original tags and packaging (unworn, unwashed, and undamaged).

 

For US based customers, return shipping is free. You will be sent a shipping label after the return is requested.

 

For international customers, we will happily accept returns, but we are unable to pay for return shipping and can not refund duties/taxes. Please request a return through your account on our site, and email [XXX] if you have any questions or need assistance.

 

Once we receive your return, we will credit your original form of payment.

 

Q: What’s your international return policy?

A: We want you to love your product and accept international returns. At this time, we are unable to pay for return shipping or refund duties/taxes. Please initiate your return through our site. [Details on mode of transportation.] If you have any questions or need assistance, please don’t hesitate to reach out to [xxxx].

Q: How do I return my item?

A: [Will update once we have selected return app]

Q: How will I receive my refund?

A: If your return is requested within 30 days, your refund will be processed to your original form of payment. Any returns requested after 30 days will be refunded via store credit [depends on our approach for returns and if we limit days].

Q: Do you offer exchanges?

A: Unfortunately, at this time we are not able to offer exchanges automatically through our site. Feel free to email us at ———, and we’ll be more than happy to help you with your exchange.

 

Retail and wholesale

Q: Do you have any retail locations?

A. Our apparel is available at all Potato Head locations around the globe.) We are working with boutiques around the world to be a part of our family, and will let you know when that happens.

Q: Can I find your items at any wholesale store? Not sure if we want to bring this up yet. I think we can leave this out…

 

Sustainability, materials

Q: How is the product made? Where do the materials come from?

We can take some language from what Kristen is doing. Confirm what questions we want to include.

 

Contact us

Q: If you still have questions, don’t hesitate to reach out!

A: Contact us at: _____