THE BRANDON EXPERIENCE FREQUENTLY ASKED QUESTIONS
Our top priority is the health and safety of our employees and customers, so we completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines.
What does this mean for you?
Processing times may be delayed. Generally processing times are within 3-5 business days* although currently those times vary due to the issues relating to COVID-19 and government orders and the impact to our business. Processing times may also be extended during holidays, launches/re-stocks, limited edition releases and promotions.
We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
You can cancel for a full refund. We have updated our return policy so you can cancel any unshipped order at any time for a full refund.
We appreciate your patience and understanding as we work through this together.
Thank you so much for your support!
HOW CAN I REACH YOUR CUSTOMER SERVICE TEAM AND WHEN SHOULD I EXPECT A RESPONSE?
For customer service inquiries only, please email firstname.lastname@example.org. Our Customer Service team is available M-F 8am - 5pm EST. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION, DID MY ORDER GO THROUGH?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team email@example.com if you have not received your confirmation email after 24 hours of your purchase.
CAN I MAKE CHANGES TO MY ORDER ONCE IT’S BEEN PLACED?
Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.
WHEN WILL MY PACKAGE BE DELIVERED?
Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United States is 3-6 days and 10-21 business days if available internationally. We do not offer expedited shipping at this time. All orders are shipped via USPS, FedEx or UPS (please see your tracking number). Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS, FedEx or UPS to international mail carriers.
*Please understand that business days do not include weekends or holidays such as New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas
HOW DO I FIND OUT ABOUT UPCOMING LAUNCHES AND RESTOCKS?
New product and restock information will always be posted on our official Instagram account @thebrandonexperience
IS THERE A LIMIT TO HOW MUCH I CAN BUY?
Due to the exclusivity of our products, some items may have limits placed the maximum quantity that may be purchased in one transaction.
CAN I RESERVE ITEMS BY ADDING THEM TO MY CART?
All products on thebrandonexperience.com are in stock and available for order (unless otherwise noted). Items can not be reserved by holding them in your cart. Product availability is extremely limited and therefore may sell out before your purchase is complete. Order transactions are completed in the order they are received.