Frequently Asked Questions
What are the order deadlines for the 2019 Holidays?
If you want your order by December 23rd, you should be in good shape if you order by the dates below. However, earlier is always better. These are not guarantees — just good-faith estimates.
| PRODUCT | Flat/Standard Shipping | Express Shipping |
|---|---|---|
| Tops (shirts, hoodies, etc) | December 13 | December 14 |
| Leggings | December 12 | December 14 |
| Embroidered Hats | December 13 | December 14 |
| Blankets | December 13 | December 14 |
What is “fulfillment” time?
We are partnered with a company that allows us to produce our merchandise “on demand”. For a small business like ours, this allows us to offer products that would be otherwise out-of-reach in terms of up-front costs.
However, this also means we don’t have a huge inventory to pull from and ship to you immediately. Fulfillment time is the time it takes to make your order. Our fulfillment time is calculated in business days:
2-7 bus. days for apparel products
2-5 bus. days for non-apparel products
About 97% of the orders will be fulfilled within 5 business days. A little over 50% of the orders are shipped within 3 business days. To be safe though, always assume it could take up to 7 business days plus shipping time to get to you.
What is your refund and/or exchange policy?
Due to the custom nature of our products, we can not process refunds. However, there are options for unwanted products depending on the reason.
REASON 1: If there is a manufacturing error (wrong size or product sent, damaged material, etc.) we can get you the correct item at no additional cost to you.
REASON 2: If you change your mind or the fit/style of a product isn’t what you hoped, we can work with you to exchange the item. This process typically incurs a 15% restocking/resell fee, new shipping costs, and any price difference in products being exchanged.
In both cases, we recommend first reporting the concern to merch@dimensionsnm.com for specific instructions on how to proceed. All exchanges must be requested within 15 days of delivery and items must be unused. Typically you will need to bring us the unwanted product at our main studio location. Do not return the item(s) to our manufacturing company before speaking to us or it could add significant delays to the process.