Haus of Swag: Frequently Asked Questions (FAQ’s)

1. How do I contact Haus of Swag?
Call us today at 877-880-SWAGCall: 877-880-SWAG (7924). Our call center is open M:F from 10am-3PM, Eastern Standard Time. If you have nosy co-workers and prefer to email us - that works too! Please email us at info@hausofswag.com and/or customerservice@hausofswag.com
You may also drop us a 'nice' post card to tell us how much you dig us at: Haus of Swag | PO Box 330297 | Brooklyn, NY 11233-9297

Order related inquiries: customerservice@hausofswag.com; general info and non-urgent inquiries: info@hausofswag.com

1A. Do you have a physical storefront? No. We are an online-only entity.


2. What forms of payment do you accept and what are your shipping methods?

We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal.

All orders are shipped via USPS (United States Postal Service) daily, Mon-Friday; cutoff time is 3PM. Once shipped, all orders are assigned a tracking number of which to track your package and are sent through the automated PayPal processing system via the email that was used at the time of your purchase.

Expedited shipping is available by 'request only'. If you would like your item shipped overnight, please email us at shipping@hausofswag.com and we can add an additional expedited service charge to your order.

Shipping costs vary per garment configured by weight and destination.

**Please be aware that once your package has shipped, we will not be able to make any changes to the delivery address including holding the package at a USPS facility. Haus of Swag is not responsible for packages once the USPS confirms they have been delivered. Inquiries for lost, delayed or misplaced packages must be made via your local USPS office/carrier. Once you file a claim with USPS, you can also make an inquiry with the courier on your route or with your local postal service to ensure it was not accidentally delivered to the wrong address which unfortunately does occur. If you decide to file a claim through PayPal your tracking number is automatically uploaded which will state that your package was indeed delivered which may deem your claim invalid; it is best to contact us first to assist for best resolve. We will gladly resend/replace package(s) if tracking confirms that the package was lost/delayed DURING TRANSIT and not for any packages which states DELIVERED in mailbox/porch/reception etc.***


2A. Do you offer exchanges and/or refunds? We want you to be happy with your order so we will gladly exchange ONLY items deemed DAMAGED, FAULTY; or exchange items for smaller or larger sizes up to 10 days from your original order invoice.

Sorry, we do not offer refunds.

If for whatever reason you are unhappy with your purchase, we will allow an online store credit of up to 60 days of purchase which can be used as a form of payment for the pricing and availability of any online items priced identical or closer in value to your original purchase. Promo codes are not valid with online credits. Unfortunately, we do not offer credits physically at trade shows or events, please call or email us if you have any additional questions at customerserivice@hausofswag.com or 877.880.7924

All products should be returned unworn/unused with original packaging and tags. The customer is responsible for return shipping fees incurred for transit package, unless faulty or damaged goods. If you bought an item using a discount code, only the discounted price you paid will be refunded, not the original full price of the item or the current price of the item.  Any refund given will be the cost of the items returned only, postage and taxes will not be refunded.

Clearance, promos and markdowns are final sale - no refunds or exchanges.

Still need assistance? No problem - we're here to help! Drop us a line at customerservice@hausofswag.com

2B. Why am I being charged sales tax?

In the summer of 2018, the Supreme Court ruled that states can require businesses to collect sales tax on online purchases even if the business does not have a physical presence in the state.

As of the end of 2018, 34 states (NY being one of them) had adopted laws or regulations requiring online merchants to collect state sales tax on remote sales made to state residents, and several others are in the process of following suit.

Please DO NOT make a purchase if you wish to dispute sales tax as those fees will not be returned. All sales tax questions can be answered by your state’s representative or tax clerk’s office.

2C. Is my state exempt from collecting online sales tax?
Five states do not collect any state sales tax—New Hampshire, Delaware, Montana, Oregon, and Alaska—so online merchants still do not need to collect sales tax for online sales to residents of those states.

2D.  I placed an order, but changed my mind - can I cancel? No. Once your order is placed, we can not cancel or refund orders placed in error. However , we can make edits to your existing order.

3. Do I need a PayPal account to purchase with Haus of Swag?
The short answer is no. We use PayPal as our payments provider as they are the trusted source for internet payments that provide an extra level of security for your payments. As a merchant, we never see your sensitive financial details. You can opt to pay with a regular debit or credit card instead of signing up for a PayPal account, however after you've input your information, you will be asked to create a PayPal account at the very bottom of the screen to which is optional. Unfortunately, we do not have control to omit this step, but we promise it doesn't hurt a bit.

You will however need a PayPal account in order to use the ‘Pay Later’ or ‘Pay In 4’ option at checkout.

What is ‘Pay in 4’? Pay in 4 is a feature that lets you split your purchase into 4 payments, with the down payment due at the time of transaction and 3 subsequent payments made every 2 weeks thereafter.
For more detailed information on this service, please visit here: https://www.paypal.com/us/smarthelp/article/what-is-pay-in-4-faq4333


3A. How do I know when my order has been processed and/or shipped?

In-stock orders are processed in 1-2 business days from the date of your purchase (in most cases). We work diligently to process all orders in a timely manner and our daily cut-off time is 3pm, eastern standard time. Most orders are processed immediately upon receipt during normal business hours, M:F, 10am-3pm. Please be mindful of the time that you purchase. For instance, if you placed an order at 1am in the morning, your order will obviously be processed on the following business day. Once your item has been submitted, you should receive an automated email notification with an assigned order # that your order has been received. You will subsequently receive an automated shipping notification email that your order has been shipped with an assigned tracking number of which to track your package. If you're order is taking longer to process and ship (4-7 business days), this may be due to a peak season, high spike in sales volume or bulk pre-sales which in any case we apologize.

PRE-ORDERS undergo the exact same process apart from an assigned date that orders will begin to process. PRE-ORDERS are shipped in chronological order, as they were received. We're always here to help with any questions you may have so don't hesitate to drop us a line at: customerservice@hausofswag.com!
You may also call us 877.880.7924

4. How do I know what size to order?
Our sizes will generally range from a S-XXXL. This means the variations in sizing are as follows: small, medium, large, XL, 2XL and 3XL. Most of our fashionable tops, i.e., tunics, tie-waist, open-back and off-shoulder tops run true to size up to a L. Fashionable pieces tend to run smaller and are not true to size.
We use a few different designer brands of ladies’ tees, but in general, the ladies' shirts are fashion forward, stretchy and often form-fitting. The S size is very small, so if you're hesitant on getting the small size, try ordering a size up. This will work pretty much in each size, if you are unsure, always buy one size up. Also, most of our tees will have extra length that gives more room with an added length for low-rise jeans wear.
US WOMENS – T-Shirt Size
Small – 2-4
Medium – 6-8
Large – 10-12
XL – 12-14 2XL 14-16

Chic X Curvy sizes range from XL-3XL in missy young women standard sizing.

PLEASE NOTE: Each item listed will have it's own individual sizing chart. Please be sure to review very careful to find the size that is most comparable to your fit and structure. Not all sizes are true and/or baby doll fit.

In any case, each product listed will also include a SIZING CHART in the additional photos section.

******Fashion rule: Always order one size-up on garments/t-shirts if you are unfamiliar with sizing. It's a safe bet that you will be comfortable and have room for tech issues such as washing, dry-cleaning, etc.*****


4A. Why should I pre-order?
Our in-stock items move at a rapid pace. For this reason, we accept pre-orders on certain styles that have a high demand with limited quantities and potential to sell-out. To pre-order, check our listed "Pre-Order Only" section, select and purchase the item you want. When the item has been shipped, we will inform you via the email address you used to purchase your item (please be sure this email is accurate and not a spam-heavy inbox). Pre-orders normally take 2-4 weeks for production unless otherwise specified. Pre-order "only" items are also noted for each specific item in the subject header of the item description. For example, items will read in the header as - "FLY GRL DRESS, "PREORDER ONLY". As well, once in the description box of that item, more details are included such as an ETA and contact email for further questions.
Once orders arrive and are physically in-stock, processing times are 2-3 business days. Pre-orders are shipped in chronological "blocks". You will receive an email notification once your pre-order has shipped. Daily shipping cut-off times are 3PM, EST. Please be sure that if your email or address has changed, you notify us immediately as we will use the email and address listed from the PayPal database at the time of your purchase. As a standard, all orders including items which show in-stock, are shipped together once fulfillment is complete with pre-order purchases.

Please contact us: @info@hausofswag.com if you have any questions pertaining to your pre-ordered item. We have no control over items that have been placed online to the general public after notices of pre-orders have been processed. Unfortunately, we cannot hold pre-order items for any customers unless they have been pre-purchased.

While we try to be as accurate as possible with release dates for pre-orders, in some instances - dates are moved up due to production and or shipping times. If dates for physical stock on pre-orders has changed, we will update the change within the ordering details for each item. If the change is significant (i.e. longer than 7 business days), we will submit an email with details to all pre-existing customers.


4B. Are your items LIVE STOCK, do you keep in-house inventory or are your items produced as ordered? We are an established retail brand so what you see is what you get. If an item is showing in-stock, it is indeed in-stock and ships within 2-3 days of your purchase. In most cases orders placed before our 3 pm EST daily cut-off, ship the same day (unless otherwise indicated). We are not a print-as-you-order type establishment. However, if an item is showing as a pre-order, it will have an estimated date of arrival within the description of the product and these items are not live-stock, ready to ship items.


4C. *****How come you guys don't answer DM's or social media questions?*****
While we'd love to answer every question via social media, it's unfortunately impossible. We do not monitor social media, DM's or otherwise for customer-related questions. Social media is primarily used as a promotional tool. Chat with us at: customerservice@hausofswag.com if you have an order inquiry; general info and non-urgent inquiries, please email us at: info@hausofswag.com

5. Will my item look exactly like the picture?

Yes, your item will look identical to our template photo we use as standard for exhibiting the color and graphic design of the tee. But please note each garment and/or product is printed individually, so very tiny differences may occur regarding color variations and sizing. We always add additional real live shots of most items so customers can see an up-close and personal view of the item before purchasing. If an item does not show additional photos, please feel free to email us at info@hausofswag.com and we'll gladly email to you any photos available of the style you are interested in.


6. How do I take care of my garment?
Care instructions are included in the neck of all of our apparel. Please be sure to read carefully and follow the instructions provided on the inside tag label of your item. We strongly recommend that when you wash your garment, you wash it inside out, on a delicate cycle and let it air dry. If you choose to dry it, please make sure that you tumble dry on the lowest dry cycle. NOTE: For all silk-screened foil, or textured patterned prints we strongly suggest you turn it inside out to avoid peeling and cracking. Over time, this is inevitable depending on the care taken for these specialty items.


7. I would love to use Haus of Swag for a publicity shoot/talent/promotional purpose, who do I contact?
Got a photo shoot, promotional tour or a need to use one or more of our Haus of Swag tees…woo-hoo, we’re glad! Simply contact us at pr@hausofswag.com and give us the ‘deets’ (that’s details) on what, who, when and where and we’ll review your request and promptly get back to you.

7A. Sample requests:
All samples sent out are of standard industry size 2-10; unless otherwise requested sample stock. Please email jazz@hausofswag.com if you require samples along with deadline and editorial/media info. Please write 'sample request' in your subject header. Unfortunately, we cannot honor all sample requests. All requests are reviewed and solely at management's discretion.


8. Product Availability/Restocks
Although we make every attempt to keep a sufficient amount of items in stock, from time to time, we do sell out of certain products. If we are out of stock on an item you've ordered, we will give you notice via email and/or the item itself will show an "out of stock" reference on the site. Any changes will be reflected in your order total as well as your shipping confirmation.

Some items once sold out, will not return to the site while others will be repetitive depending on customer need and trend/season turnover. We are an ever-changing brand and to keep up with demand and trends, we rarely repeat an EXACT replica of a sold-out style. However, popular graphics and main-stays do get put into production rotation once sold-out, but we may remix the style of tee, tank or tunic the graphic gets printed on to give new customers an opportunity to rock something fresh. Because of the rapid pace of our inventory, we strongly suggest ordering once items have either posted or arrived online as we do not have definitive dates for restocks unless otherwise noted or listed as a pre-order item. Please be sure to subscribe to our newsletter so you get first dibs on restocks and new arrivals!

While we don't restock EVERY currently stocked item; popular items may come back due to high demand! Customer care can't provide any information about items that are sold out.

We do NOT restock per size. Items are restocked in their entirety based on the sizes available (S-3XL). If an item is sold-out in the size you wish to purchase, it is only restocked when the entire group is restocked provided this item will return.


9. Prices
Our prices can change from time to time with no prior notice due to varying printer charges, supply & demand or any factors outside of our control. We regret if this is any inconvenience to you. New designs may be different prices than those which were previously set as we gauge market demands, trends and popularity. All garments are silk-screened and custom printed individually. We are not a mass-produced style brand which means that extra care has gone into each item we produce. Regarding travel shows, pop-up shops and trade market, our prices will be lowered to meet the demands and for competitive purposes. However, these prices are not negotiable on our e-commerce website.

10. How secure is Haus of Swag’s storefront?
Haus of Swag uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

11. I don’t see my question here; may I contact Haus of Swag direct?
Of course! Call us toll-free today at 1-877-880-7924Call: 1-877-880-7924 and someone will assist you with any further questions or issues that you may have. Don't have time to call, simply email at info@hausofswag.com and we will respond promptly.