FAQ

OFF THE BENCH - FREQUENTLY ASKED QUESTIONS

At Off The Bench, we take pride in delivering high-quality designs, premium printed garments, and an exceptional customer experience. We understand that you may have questions about your order, shipping timelines, returns, and more. To ensure a smooth process, we’ve compiled this FAQ to address the most common inquiries.

WHERE IS MY ORDER?

Shipping timelines vary depending on the drop and item. Most orders take 7-10 business days to be fulfilled before shipping. An estimated shipping timeline is also provided on each product page. Once your order ships, you will receive tracking information via email.

Business Days: Monday-Friday, 9 AM-5 PM EST (excluding holidays).

I ONLY RECEIVED PART OF MY ORDER

To bring you the best designs, we collaborate with multiple fulfillment partners specializing in large-scale prints. This means your order may arrive in separate shipments.

  • Why? Some items may be fulfilled by different partners to optimize delivery speed and maintain our high print quality.

  • If you haven’t received all items within 10 business days, please check your tracking details for updates.

CAN I MAKE A RETURN OR EXCHANGE?

Since all items are made to order, we do not accept returns or exchanges. However, if you receive a damaged item or the wrong size, we’ll gladly replace it.

  • To request an exchange, provide proof of your order and the issue by filling out the Customer Service Request Form.

  • After submission, you’ll receive a notification regarding the approval or denial of your request.

I NEED TO CHANGE MY SHIPPING ADDRESS

Please ensure all shipping details are correct at checkout.

  • Orders are automatically queued for fulfillment, so we cannot guarantee address changes after purchase.

  • If you need to update your address for future orders, please complete the Customer Service Request Form.

I DIDN'T RECEIVE MY PACKAGE

We understand the frustration of a lost package. If your order was marked as delivered but hasn’t arrived, we recommend the following steps:

  1. Submit a claim with USPS or the designated carrier, as the issue likely occurred during transit.

  2. Fill out the Customer Service Request Form to request a copy of your shipping label and tracking information. We’re here to assist in your claim process.

CAN I CANCEL MY ORDER?

All sales are final, and this policy is stated at checkout. However, we may be able to adjust the size of an item if stock allows.

  • Size adjustments are not guaranteed but may be accommodated at our discretion.

  • To request a size change, fill out the Customer Service Request Form as soon as possible.

WE'D LOVE TO HEAR FROM YOU!

We’re a small but dedicated team at Off The Bench, and your feedback helps us improve. Take a moment to fill out our brief survey—we’d love to hear about your experience!

HOW DO I CONTACT SUPPORT?

For any questions or concerns, the best way to reach us is by filling out the Customer Service Request Form. Our team will get back to you as soon as possible.

Thank you for being part of Off The Bench!