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FULFILLMENT TIMES

TGH and it's products are completely produced within the United States. What does that mean? Our printing is handled by our partner at Insight Apparel of which is 100% in-house fulfillment. You can rest assured that your products are being handled with case from our partners.

Timeline

Standard Orders. Insight will make best efforts to produce and ship your products within seven (7) business days. However, your order could take as much as thirty (30) business days due to a variety of factors involving product selection, level of complexity and quantity. Standard orders do not have guaranteed delivery dates. INSIGHT SHALL NOT LIABLE FOR ANY ACTUAL OR INCIDENTAL DAMAGES CAUSED BY DELAYS, TIMELINES, DEMAND FLUCTUATION, SEASONAL DEMANDS OR MISSED SHIPPING DATES.

 

Time tracking: The day the order and deposit are delivered to Insight, during business hours: = Day 0, subsequent business day = Day 1.

 

***Holiday Fulfillment Times: Due to a high volume of orders as well as our offices being closed on Thanksgiving, Christmas and New Years orders placed after November 1st can take 30+ business days for fulfillment without being rushed. Rushed shipments are only available to Insight Apparel Partners at this time.

Order Processing

All orders are subject to a standard processing time of 24hrs, during which time the customer can make any changes to their order via our support channels listed below. Once the processing time has surpassed, the order has then be processed into our systems and moved into production and no further changes can be made at this time without management approval under extreme circumstances, this includes shipping and customization options.

 

Contact Support via: Email {support@insightcousa.com}, Twitter {@insightcousa}

SHIPPING POLICY

Our aim is to be as flexible as possible when it comes to shipping your orders, we offer a number of shipping methods to accommodate your needs.

International

Unfortunately due to some international countries policies, additional customs fees or a duty-tax on packages entering from foreign countries are to be paid, which is also at the mercy of the destination country and is out of our control and is to be paid by receiver.

 

Express Mail International: Delivery estimate is 3-5 business days. Insured and fully traceable service with priority handling. This doesn't account for any delays resulting from customs in the receiving country. Due to Insight having no control over custom clearing, we are not responsible should your package be delayed for custom clearance on any packages, standard shipping or rush shipping.

 

Priority Mail International: Delivery estimate is 6-8 business days. Offers priority handling and insurance. Does not offer tracking.
 

First Class Mail International Parcels: no insurance, no tracking. Delivery times vary based on the location, but usually take 8-14 working days. This does not take into account any delays that may result from customs in the receiving country. No refunds on lost items with this shipping method.

Domestic

First Class: Usually takes 2-6 days for delivery

Priority Mail: Usually takes 2-4 days for delivery

Flat Rate Shipping: One rate, sent via Priority Mail

Why can't I ship to an address?

There are a few reasons why you might not be able to ship to an address.

 

You may not be able to ship to an address for the following reasons:

  • The item exceeds dimensional shipping limits. The package must have a maximum length or width of 108 inches and maximum weight of 70 lbs.
  • The item is ineligible for shipping because it's large or oddly shaped.
  • The item is a restricted product. Products sold on Amazon.com must comply with all laws and regulations and with Amazon's policies.
  • Certain hazmat items (including, but not limited to, lithium batteries) are restricted from shipping to your area.
  • Some carriers can't deliver to certain address types.
  • We're restricted from shipping to your location due to government import/export requirements, manufacturer restrictions, or warranty issues.
  • You're shipping to a US freight forwarder but your order contains items that are restricted from exportation.
  • You've chosen an offer from a seller who doesn't offer international shipping.
  • You've chosen an offer from a seller who doesn't ship to your address due to the nature of the product (e.g., perishable, hazmat, etc.).

REFUNDS & RETURNS

Unfortunately Insight Apparel and Hi-Rez Studios does not offer any refunds at this time as all orders are made to order. Should there be a defect on a item you've received please contact customer support and notify us of the situation and we will take of the issue should it be warranted.

Product Conditions

All returns must be received within 7 days of the purchase date. In most cases, shipping charges are not refundable and we will not cover the return shipping cost for any items.

Wrong Sizes

Sadly because all orders are custom made, we do not offer any returns or exchanges on items at this time. We highly encourage all customers to review our sizing chart for all items and contact support prior to ordering should you have any questions.

Order Defects

Insight prides ourselves on being able to provide quality apparel garments for our customers. Should your order have any defects such as wrong information, sewing problem, color discrepancy, etc. you will have 7 days to notify our support team via "support@insightcousa.com". Any notifications after the 7 days will be taken on a case by case scenario without guarantee of replacement or fix.

 

Please keep in mind that all items will need to be shipped back to the designated warehouse for returns within 72hrs of confirmation from our support team via email that were deemed defective before a replacement can be processed, moved into production and shipped out.

Order Cancellation

Unfortunately once a order has been processed in our system we begin printing and using supplies to print the order and fulfill it for the customer. Should you wish to cancel your order, you must do so within the first 6 hours of placing the order. Keep in mind the service fees and shipping charges will NOT be refunded as they are held for restocking fees of materials in our warehouses.

Lost Items & Replacements

Unfortunately due to shipping being out of our control once an item has left our facility. We are unable to offer refunds for any orders lost during shipping.

International Orders

We will not refund any lost or delayed orders if they are shipped via regular First Class International Mail as delivery cannot be verified reliably. Choose Express or Priority Mail as your shipping option to avoid problems. Delayed orders which have been shipped by First Class International Mail have to be delayed/missing for at least 4 weeks (20 business days) before we can take any action on them.

Fraudulent Orders

We do not authorize any orders deemed as fraudulent. In the event your order is deemed as a high risk fraud order and we're unable to verify your identity for the order, your order will be refunded minus whatever was paid for shipping as we do not refund shipping charges for any orders unless there is a mess up on the order already shipped out. What makes your order a fraud case:

  • Card Verification Value (CVV) is correct/incorrect
  • Billing address doesn't match credit card's registered address
  • Billing address ZIP or postal code doesn't match credit card's registered address
  • There were more than 3 payment attempts
  • Payment was attempted with 3 credit cards
  • Location of IP address used to place the order is Tangerang, Indonesia
  • Shipping address is over 5 miles from location of IP address
  • Billing country matches the country from which the order was placed
  • The IP address used to place the order isn't a high risk internet connection (web proxy)
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NEED SUPPORT ON ORDERS FROM PREV. SUPPLIER?

Please click the link below to contact them regarding your order and they will be happy to assist you. 

Our team is dedicated to servicing our community, please reach out should you have any questions and escalate to our management team here.

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