Help Center

Was I Charged Twice?

Your credit card will only be charged once after your order ships.

If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

Please only click the “Place Order” button once to avoid multiple authorizations.

I Get An Error Message When I Enter My Shipping And Billing Addresses. What’s Going On?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

My Order Won’t Go Through. What Should I Do?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

Please only click the “Place Order” button once to avoid multiple authorizations.

If you continue to receive error messages, please contact Customer Care at support@solidhoodie.com

I Need To Change Something On My Order. How Can I Do That?

If you need to change or cancel your order, please contact us immediately. We generally process orders within the day, and once our warehouse has received your item, we will be unable to make any changes.   

I’m Unsure About A Size Or I Have A Fit Question.  How Do I Find This Information?

Please see our Fit Guide for general information on sizing.  If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Care department at support@solidhoodie.com

I’m In Love With Something That’s Out Of Stock In My Size! What Can I Do?

New items can sell out quickly, but we may get more soon!

To sign up to be notified if an item is restocked:

1. Click “Size Or Color Sold Out?” on the product page (please note that if this link does not appear on the page, we probably do not have plans to restock this item at this time – however, check back as our plans may have changed!).
2. Select the size and color you’d like.
3. Enter your email address.
4. Click the “Notify Me” button.
5. Voila! We’ll send you an email if we get more in!

Nearly all of our best selling pieces are one-of–a-kind. Because we only acquire a number of each item, we cannot restock specific pieces. We are always on the lookout for amazing pieces and often stock the store with similar styles, so please check back to find our latest styles. We promise you’ll fall in love.

Can I Return Or Exchange Items That Were Purchased On Sale?

All sales are Final. Solid Hoodie will no longer accept returns and exchanges as of the year 2017.

How Long Does It Take To Process My Return?

Once we have received your package, your refund will be processed within 7 business days. You will be notified via email at the address listed on your account when this transaction has taken place.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

When Will My Order Ship?

Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

Where Is My Order Confirmation?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add support@solidhoodie.com to your safe sender list.

You can also check your order status by signing into your account on our website.

My Order Status Says “In Warehouse.” What Does That Mean?

“In Warehouse” just means that we successfully received your order! Once your order is shipped, you’ll receive a tracking number (if applicable) and your order status will change to “Shipped.”

Why Was My Order Canceled?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

Will I Have To Pay International Taxes & Duties?

For USA orders, you will not be subject to import duties and taxes, which are levied once a shipment reaches your country as long as the goods do not amount to over $2,500.

For international orders, Solid Hoodie cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

If you refuse a shipment from Solid Hoodie, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Solid Hoodie. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

Am I still required to pay customs, duties, taxes, and collection fees when I receive “Free International Shipping”?

For all international orders, Yes. Your order may be subject to taxes and duties. These fees are charged by your government and are entirely separate from any shipping fees.

I Have An Online Store Credit. How Do I Use It?

1. First, sign into your Solid Hoodie account.
2. You should see the online store credit on the "My Account" page.
3. Upon checkout, the online store credit will automatically be deducted from your order total.
4. If you do not use the entire online store credit, the remainder will go back into your account to be used on future purchases.

I Received A Solid Hoodie Gift Card. How Do I Use it?

1. Under the Payment section during checkout, click the “Use A Gift Card” button.
2. Enter your gift card number and PIN (if you have one).
3. Click “Apply Gift Card”.
4. The gift card amount will be deducted from your order total.

I Love Solid Hoodie And Want To Be A Reseller! Do You Have Any Resellers Or Authorize Reselling?

We love our customers too! While we appreciate you wanting to be a reseller of Solid Hoodie, we do not currently have any resellers, nor do we authorize any reselling of our merchandise. Please come to view and purchase our products at any time directly from solidhoodie.com!