FAQs

ORDERING & PAYMENT

What methods of payment are accepted?
We accept Visa, MasterCard, Amex, Discover, Paypal and Apple Pay on mobile. We do not accept personal checks, money orders, or direct bank transfers. 

How safe is my personal information if I order online?
Shopping on our online store is safe and secure. You can read our privacy policy to get the full details on how we protect your privacy and personal information. 

When will my credit card be charged?
Most accounts are charged within 24 hours of receiving your order confirmation. Depending on your bank, once a credit card authorization is received the funds may be reserved up to 30 days (take a look at your bank’s fine print to see what their policy is). If you’re paying with a debit card, you might want to first confirm with your bank if there are limitations on daily withdrawal amounts on your card.

Can I add an item to an order I just made?
We’ve all been there—you forgot to add something you really like to your order. However, we can’t add or delete items from an order once a confirmation has been sent so, if that’s the case, you’ll need to place a new order for those additional items and return the other order. 

Why do I get an error message when I’m trying to place my order?
Most error messages are related to a billing address discrepancy—we’re only human, right? You may have entered a billing address different from the one your banking institution has for your credit card (the billing address should match exactly what your bank has on file). Just make sure to carefully review all information and look out for any typos. If you’re still receiving an error message after reviewing your credit card info, and billing and shipping addresses, take a moment to make sure you’re using the latest version of your Web browser .This generally resolves the issue.

What should I do if my order won’t go through?
If your order isn’t going through, you’ll see an error message. Oftentimes, the message will show a discrepancy with the billing address for your credit card, so take a moment to check that your billing information is totally accurate. If that doesn’t resolve the problem, try using a different Web browser or device, or contact your bank directly to notify them of your pending transaction. (If you make multiple attempts to complete your purchase, your banking institution could block the transaction as it may trigger a fraud alert.)

My credit card was charged twice. What do I do?
If you’ve just placed your order, there’s nothing to worry about: What you’re seeing on your bank account is a “preauthorization”(translation: a common bank practice when handling credit card transactions to ensure sufficient funds and account authenticity). Depending on your bank, this authorization usually clears within 48 to 72 hours.

However, if your order was never processed and/or no confirmation was issued, this pending hold will generally drop off in 3 to 5 business days. Our pro tip: Click the “Place Order” button only once to avoid multiple authorizations (you will only be charged one time for your order even if you have multiple authorizations). 

Can I order by phone?
We are so sorry, but we’re not taking orders over the phone right now. You can only order directly from our online website and on your smartphone, if you’d like. If you have any trouble placing your order online, just shoot us an email at hello@theafjbrand.co.

How do I apply a promotion code?
We love a promo code! They are a super way to get discounts, and can sometimes be applied to sale items or already reduced merchandise, too. However, we do have a few rules: 1) Only one promo code can be used per order; 2) Your promo code must be valid to get the discounted price; and 3) you need to make sure all your items are in your shopping cart and you are ready to check out in order to use a promo code. Once you’re ready to go, on the order summary page, you will see the “Enter discount code” section. If your discount is not automatically deducted, please reach out to customer service at hello@theafjbrand.co.

How do I use a gift certificate?
Gift certificates are just like cash—and who doesn’t love a little cash? 
The gift certificate will contain a code that they can use to redeem their gift certificate at checkout.

Where's my order?

Typically your order should arrive within 3-5 business days in the U.S.A. but can take up to 10. The Rest of the World: 5-15 business days. Due to the COVID-19 pandemic, the USPS is experiencing delays in normal response time for order processing and shipping. Please allow for an additional 2-3 business days for the delivery of your order. Before submitting a form to contact us, please:

1. Double-check you have the correct shipping address on file. Make sure your apartment number is included.
2. Check near your front door, on the porch, by your garage, etc. See if someone else in your household or a neighbor accepted the delivery. Depending on the package size may not fit in your mailbox.
3. Check with your local post office.

SHIPPING

My shipping address is incorrect. What can I do?
Please contact us within 1-hour of purchasing. Once your order is sent to production, we cannot make any changes to your order. If we are able to cancel your order, we will advise you repurchase your selected items with the correct address.

If your order has been shipped, you will need to contact USPS or other shipping carrier and have them forward your order to the correct address.

When will my order ship?
We do our best to get things organized and out the door quickly. Orders are packed and shipped Monday through Friday only. However, if your order has not updated or shipped within 7 business days, please get in touch with us and we will provide you with a resolution for your order.

Orders placed on the weekend and holidays are processed on the next business day.

If we’re unable to process your order due to inaccurate or incomplete payment or address info, your order processing will be suspended for a maximum of 5 business days or until we hear back from you (whichever comes first). If we’re not able to make contact with you or confirm those missing details, your order will be cancelled and a full refund will be issued if your account was charged.

What if there is a problem with my order?
Though issues with orders are not common, they do happen. We're here to help when things don't quite go as planned. If your order is missing an item or received in an unsatisfactory condition, we'll be happy to submit a replacement order.

My order status says “Unfulfilled.” What does that mean?
“Unfulfilled” just means your order has been received and is being processed. Once your order is packed up and ready to go, the status will be changed to “Fulfilled.” Of course, we’ll give you a heads up about your order’s status change via email, along with your tracking number.

How will I know when my order has been shipped?
You’ll receive an email notification with your tracking number as soon as your order has been packed up and sent out. 

How do I track my order?
You can start to track your package the day after you place your order. Just copy and paste the tracking number provided in your shipping email confirmation into the shipping carrier website under “Tracking No.” for the up-to-the-minute details on your delivery.

What if the carrier can’t locate my tracking number?
No need to worry: Your tracking number won’t be recognized until approximately 24-48 hours after your order has shipped (this is the time needed for the UPS online tracking system to update). After that, you’ll be able to track your package and follow it straight to your front door!

What happens if I refuse delivery of the package, or if the order is undeliverable?
Here’s the scoop: UPS will make three attempts to deliver your package. If you refuse delivery or if UPS isn’t able to deliver your order, your package will be returned to us. (Please note: Failure to contact us with changes to your delivery prior to the order being sent back will result in your item being processed as a return transaction.) Then, a refund less the $5.99 handling fee will be issued back to your original form of payment.

I think my package has been lost or stolen. What should I do?
If UPS shows they delivered your package but you did not receive it, it could mean that your package has been stolen. Likewise, if the shipping carrier's tracker can’t locate your package and it’s been more than 48 hours since it was shipped, your package may have been lost. Please contact us immediately at hello@theafjbrand.co for assistance if you think either of these situations have occurred. Please let us know within 30 days of attempted delivery if your package is lost, otherwise, we unfortunately, cannot help you with your lost item.

How Is COVID-19 Affecting My Order?
Currently, all packages are still be shipped out and delivered by UPS. There may be slight delays with less employees at warehouses and at UPS, but we greatly appreciate your patience for any reasonable delays that might occur!

Can I Get COVID-19 From My Package?
Experts at both the CDC (U.S. Centers for Disease Control) and WHO (World Health Organization) have stated that the likelihood of catching the COVID-19 virus by touching cardboard or other another shipping container is low.

What Is UPS Doing To Ensure My Safety While COVID-19 Is A Concern?
UPS is following the guidance of global health experts at the World Health Organization (WHO) and U.S. Centers for Disease Control (CDC) on preventing the spread of the COVID-19 virus. They are reminding their employees about frequent hand washing, and are regularly cleaning and disinfecting their facilities and equipment. Importantly, they are asking that their drivers, pilots, and other employees stay home from work if they feel sick.


You can read more about how UPS is ensuring your safety here

RETURNS, EXCHANGES, & REFUNDS

How do I return an item?
Check out our easy, breezy return policy here. All returns must go through our return portal, no exceptions (otherwise we won't be able to track your return back to us!). Returns must be received back in our warehouse 28 days after a return is initiated. Footwear must include the original shoe box in its original condition, without postal labels. Shoe box fees are charged when footwear is returned in a damaged shoe box, or without the original shoe box.

Can I exchange an item?
Yes, you can exchange your item for the a new size, color or style. You can start an exchange here.


Can I Return Final Sale Items?
We do not offer refunds or returns for final sale items. No exceptions. Additional discounts can't be used on final sale items. 

How do I return a gift?
You can exchange a gift for store credit. You can start a gift exchange here

I was sent the wrong item. How can I return it?
We are so sorry if you’ve received a defective or incorrect item, and we’ll do our best to quickly fix the problem. Just send an email to hello@theafjbrand.co for instructions on getting a replacement or refund—and thanks for your understanding.

Why is my refund less than what I paid?
Our standard practice is that the return shipping fee is deducted from the original order cost. 

How long will it take to get my refund?
Your package can take up to 5 business days to get to us from the date you sent it back. After that, it takes an additional 7 to 10 business days for the inspection and refund to be issued. If you choose a refund to a gift card, you will receive an email notification with your gift card number which can be used immediately upon receipt. If your refund is going back to your credit or debit card, your banking institution may take a few days to update your account (we recommend waiting 24 hours after receiving your refund confirmation to follow up with your bank).

I bought a full-price item that is now on sale. Can I get a refund for the difference?
Of course! We’re happy to give you a one-time price adjustment via a gift card if you meet the following criteria:

- The item you purchased goes on sale within 5 days of your order’s purchase date

- You’ve contacted us during the valid period of the sale/promotion

- The price adjustment is greater than 15% of the item

SIZE & FIT

How can I find my correct size?
We’re only happy when you feel good in what you’ve purchased. You’ll see the “Size Guide” on each product listing and you can access a copy here. Just click on that to get all of the details on the fit of our clothing and accessories. If you need a little extra help, you can send an email to hello@theafjbrand.co and our representatives will be happy to help, too.

Questions Regarding our Digital Products from:  Mind Over Money Lab & The AFJ Shop 

Where do I print my digital products such as cards, invitations, certificates, business cards, and etc.?

Almost all designs can be shipped and printed from Canva. However, you can print from home by using Microsoft Word or Publisher. It is best to use Premium or Card Stock Paper when printing Birthday Cards, Business Cards, Posters, Invitations, other Announcements. Be sure to buy paper that is compatible with your printer. Also, it is highly recommended to print at your local print shop such as Office Depot, FedEx, UPS Store, and etc.

What if I want to customize a digital product before buying?

At this time, we do not take any custom orders. We create our digital products for you to be able to customize yourself. Most of our digital products are designed inside of Canva for to customize.

What do I do when my Canva or OneDrive URL Link populates an error message?

Retry putting in the COMPLETE URL link into a separate browser. If the link is unable to work, feel free email hello@theafjbrand.co and put "Troubleshooting(Canva/OneDrive) Access Link" in the Subject Line. Please write a brief summary of explaining your issue with the URL link you are using and list your order #, and name of the product. 

Troubleshooting Problems with Canva:

All of our digital products come with unlimited, lifetime access to edit your purchased templates. However, Canva will have issues on their side. In events that does happen give Canva at least 24 hours until they have resolved their issue. If it lasts longer than 24-48hrs reach out to them using the "Help" button on their page. You can screenshot your issue as well as write a detailed description of your issue. 

I do not have a Canva Account. How can I get a Canva account?

You can get a FREE Canva by visiting https://www.canva.com.join/shirt-canine-formal 

What is the difference between Canva Pro and Canva (Free Version)?

Some of our digital templates require having a Canva Pro account instead of the original Free Account to be able to download your customized digital templates or otherwise they will charge you an outstanding charge when trying to download. In the event that does happen, you can make a Canva Pro account which is FREE for 30 days. If you do not want to be a Canva Pro member, please reach out to hello@theafjbrand.co, and I will send you an access link through our shop to customize and download your purchased templates. Please note most of our digital products come with pre-made templates that you can plug into any editing app of your choosing.

Wait.. There's more?

I’m interested in products from The AFJ Empire that I don’t see here?
You might notice some of your favorite products aren’t here but keep checking back - with over 75 product categories and hundreds of products, we've got work to do! For now, here’s where you can find:

AFJ Empress Store (Teespring, Etsy)

The AFJ Shop (Etsy)

Mind Over Money Lab Co. (Etsy)

Modern Chic Branding (Etsy)

Made4YCards (Etsy)

Simply Christmas Co. XL (Etsy)

Create My Wedding (Zazzle)

Southern Archie Fish Supply (Website)

 

CONTACT US

We’re so happy you stopped by to visit theafjempire.com. If there’s anything we can do to help you with your order, send us an email at hello@theafjempire.co.

Or fill out the form here and we promise we’ll get back to you within 48-72 hours.