FAQ
Customer Service
Our customer service desk and warehouse hours are 9 am to 5 pm PST, Monday to Friday. Please note
that we are closed on weekends and holidays. Our customer service email address is brandaces2024@gmail.com
When will my order arrive?
Our warehouse may take up to two business days to process in-stock orders before being shipped.
Some of our releases are preorders and this is typically noted on the product page and/or checkout page.
Preorders can take 7-10 business days to ship unless otherwise noted.
Our warehouse is closed on weekends and holidays, and orders are only processed on weekdays.
Domestic orders typically arrive within three to five business days from when they leave our warehouse.
You’ll receive an email with your tracking number when your order ships.
The shipping method for free shipping orders is at warehouse discretion.
International Shipping / Customs Fees for Online Orders
International orders (outside the continental USA) may be subject to import duties and taxes, which are levied once your package reaches your country. Unfortunately, we are unable to estimate VAT, duties,
and taxes.
Please be aware that these duties and taxes are the customer’s responsibility and are beyond our control. We advise that you contact your local customs office for information on these charges should you have any questions.
Customers are responsible for all import duties and taxes when ordering outside of the United States.
Any Packages returned due to customs fee not paid, will be refunded minus the cost of shipping only once we receive the items back.
International Orders Shipped with USPS
Once a USPS package arrives in the destination country and is processed our tracking ends. If the item is lost after this point, we are unable to offer any assistance and you should contact your local post office/customs department because the original tracking will no longer update once your order has
reached the destination country.
If your package has not arrived in your country, please contact us for further assistance.
International Delayed, Missing, or Lost Packages
Once a package arrives in the destination country, we are unable to offer refunds for missing or lost packages.
We will not refund any customer whose order did not arrive due to an incorrect shipping address provided to us. We can only refund if the package arrives back to us as a return to sender shipment.
International shipment and customs delays are possible and unavoidable from our end. If your customs office is slow or backed up, particularly during the holidays, your package can take up to 180 days to arrive.
What if my items arrive damaged or defective?
If your order arrives damaged or defective, please email us a description of the problem and photos within 48 hours of receipt of your order and we will ship you a replacement.
What if my item doesn't fit?
If we made a mistake and you did not receive the product or size that you ordered, please notify brandaces2024@gmail.com with your order number, a photo of the packing slip included with your shipment, and we will ship you the correct item.
If you received the item that you ordered, but decide later that you need a different size, please email us for a return authorization (RMA #) within 30 days of receipt and ship the item back to us with the RMA # clearly noted. You will have to pay for shipping the item back to us, but we will pay to ship the new item
out to you.
Please note that sale items are final sale and cannot be refunded or exchanged unless defective.
What if I want to return something for a refund?
Online orders may be returned for a refund within 30 days of receipt.
Please email aces@acesfightson.com for return instructions and to request an RMA # for your return.
Please ensure that RMA # is clearly labeled on the outside of your package.
Returns or exchanges will not be accepted without a valid RMA #.
Returns can be shipped back to us, but note that we do not refund original shipping costs.
Exchanges and returned items must be in unworn condition, with all original tags and stickers.
Please note that sale items are final sale and cannot be refunded or exchanged unless defective.
Price Matching and Sale Refunds
Please note that sale items are final sale and cannot be refunded or exchanged unless defective.
We do not offer price matching for our own products. Unfortunately, we are unable to refund the price difference or apply discount codes retroactively to previous orders that were placed before a sale.