FAQ

Sock Questions

How do I best take care of my socks?

Machine wash warm, hang them dry. Because stretchy synthetic fibers like lycra can be degraded by heat over time, your socks will keep the same stretch longer if you don’t dry them in a dryer. But, if we’re being honest, most of us dry them in the dryer and it seems to turn out fine. 

Don’t iron them, you only have one life to live and you don’t need to be spending time ironing socks. 

What are the socks made of?

Our socks are 37% cotton, 34% nylon, 26% polyester, and 3% lycra.

How are the socks manufactured?

We work with a company called Pacific Manufacturing that has offices in San Diego and Haining, which is a city in China that is known for higher-quality textile manufacturing. It is very likely, for example, that you have worn a facemask produced in Haining in the last couple years.

How do you ensure workers are being treated well?

Pacific Manufacturing regularly tours factory floors and has two main requirements for the factories they work with. The first is compliance with the BCSI Code of Conduct which preserves the right of collective bargaining, bans child labor, and ensures a safe workplace as well as grievance mechanisms for workers (among a bunch of other stuff.) 

The second is that the factory must not have more than 5% employee turnover. A higher turnover rate is a sign that workers are not being treated well resulting in many of them quitting, whereas lower turnover is a sign that employees’ expectations for a good workplace are being met. 

I wear shoe size __, what size socks do I need?

S/M fits women’s US shoe sizes 6.5 - 9 and men’s US shoe sizes 4.5 - 8.
M/L fits women’s US shoe sizes 9.5 - 14 and men’s US shoe sizes 8 - 12.5.

You can find a size chart on the product page to see the foot and cuff lengths for each size.

What if my shoe size isn’t listed in the sock sizes listed? 

We don’t have smaller or larger sock sizes than these currently available but we’re working with our suppliers in hopes of being able to offer more sizes in the future. 

Are there other sock styles available?

We currently have one sock style -  they go up to about mid-calf on most legs. We’re working with our suppliers to add more styles (like ankle-socks) to what we can offer in the future. We’ll be sure to announce any new sock styles we launch!

How much of my Awesome Socks subscription is donated to charity?

This number isn’t static because our costs change from month to month and from subscriber to subscriber. We pay more for shipping for some people than others, for example. And, of course, we want to make sure that the people working hard to get you your socks are treated well. 

What we can say is that 100% of our profits are donated, and in our first year, we will have donated over $900,000 to help strengthen healthcare systems in impoverished communities. Thus far, we have focused on building a teaching hospital for maternal health in Sierra Leone where rates of maternal and child mortality are very high. 

Is my subscription tax-deductible? 

Nope, we’re not a charity, we sell socks! We just donate all our profits to charity. 

If you’re interested in making a tax-deductible donation (or a monthly recurring donation) to Partners in Health you can do that at https://pih.org/hankandjohn

Subscription Questions

Is this a one-year subscription or perpetual?

Our standard Awesome Socks Club subscription is perpetual but you can cancel any time. If you’d like to have a time-bound subscription, our gift subscription automatically expires after 12 months.

Did it used to be a one-year subscription?

Yes! But then we discovered that a solid majority of people thought that their subscriptions were perpetual, and that was causing a lot of confusion. So we switched to perpetual subscriptions. 

When will I be charged? 

You will be charged on the first of every month, for that month’s socks.

When will my orders be shipped?

Your socks will ship around the 3rd or 4th week of the month. You can expect to receive a shipping confirmation email with tracking info when your order is shipped. If you don't see this email in your inbox, be sure to check your spam/junk folders and add "hello@dftba.com" to your email contacts list.

*If you are a new subscriber, joining in November 2021, your first order will charge as soon as you purchase, and will ship in mid-January 2022. Then, starting with February’s socks, all future orders will charge the 1st of the month and ship toward the end of that same month.

When will I receive my socks each month?

Domestic orders typically take 1-2 weeks to arrive once they’re shipped. International orders may take up to 6 weeks. 

Can I cancel my subscription?

Of course! Cancel anytime with no fees and no strings. We only guarantee to open the subscription once per year though, so you will not be able to re-subscribe until we open it again. 

You will be able to cancel your subscription within your customer portal which will be emailed to you after your purchase. Contact us at hello@dftba.com if you need help canceling your order or finding your customer portal. 

Can I skip a month?

Unfortunately, we don’t have the ability to do this yet. We’re hoping to someday build a more robust system for subscription management, but for now the only option is to cancel. 

Can I change my address/payment/account information?

If it is for a future order that has not yet charged, you can view your account and make any changes on your own in your customer portal, or email us at hello@dftba.com for assistance.

If you need to update the address for an order that has already charged, please email the new address to hello@dftba.com by the 5th of that month to guarantee it can be updated. In order to get all the ASC orders out the door by the end of each month, we do need to print shipping labels in advance. After the 5th, we will no longer be able to change the shipping address for your recently billed order.

Can I see the socks before they are shipped? 

Well...that would spoil the surprise! If you keep your eyes on our social media, sometimes you might catch glimpses...

Account Management

I need to update my shipping address! 

If you have registered your ASC account, you can log in to your subscription portal to update your shipping address. Once you are logged in, click “Manage Subscription” under the “Account” section, then select “Subscriptions” from the top menu. There will be an option to update your shipping address there.

For orders that have already been processed (paid for) but have not yet shipped, please email hello@dftba.com as soon as possible with your new shipping address and order number.  We can only update addresses before an order ships, and we are unable to request reroutes of packages once an order has been shipped.

**Please note that updating your default address within your account will not update the shipping address for your subscription orders. You must edit the shipping address from the Manage Subscriptions > Subscriptions pathway for your address to update successfully.

I need to update my billing information.

If you have registered your ASC account, you can log in to your subscription portal to update your shipping address. Once you are logged in, click “Manage Subscription” under the “Account” section, then select “Billing Information” from the top menu. You can then click the “Payment Method” section to update your card on file.

I can’t log in to my account / I have a subscription, but the site says I have no account!

If you have any trouble logging into your account, or have not registered your account, email us at hello@dftba.com and we can send a password reset email or an account invitation email so that you can set up a password and log in. 

Order Processing and Procedures

Can I buy from your site in a currency other than US Dollars?

All of the prices on the store are in USD but credit card companies and banks do all the conversion for both you and us. Be sure to check with your bank, in case they charge a fee for processing currency exchanges.

What payment methods do you accept? Can I pay with a money order or purchase order?

We accept payments from all major debit cards and credit cards. We cannot process money orders, purchase orders, orders placed over the phone, or cash transactions.

We unfortunately also can not accept PayPal, Apple Pay, Google Pay, Amazon Pay, or Shop Pay at this time.

 

Returns, Refunds and Replacements

How long does my order qualify for a refund or replacement?

We are able to offer a refund or a replacement up to 6 months after the order date. After 6 months have passed, the order is archived and we can no longer set up a refund or a replacement.

Please note, there will be a $5 reshipment fee for any orders that need a change of address.

I need to cancel my order, what do I need to do?

Send us an email (hello@dftba.com) with the order confirmation number as soon as you decide to cancel your order! We can only cancel orders before they have shipped.

I ordered the wrong size by mistake! Can I return it?

If your order has already shipped, please send us an email to hello@dftba.com. If we still have that month’s sock available in the size you want, we may be able to set up an exchange. If not, we can provide a refund for that pair once it is returned to us.

My order never showed up! Where is it?

If you feel like your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages, so you will always have the option to have your order reshipped or refunded. Please email us at hello@dftba.com for assistance with a replacement or refund request. 

For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know there were no issues in the address that would cause the package to be returned or mis-delivered. Please note, there will be a $5 reshipment fee for any orders that need a change of address.

How do you know if the order may have been lost? There are some guidelines outlined below: 

Domestic Orders

For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days. These orders include tracking capabilities with Standard Shipping through Mail Innovations, so you should be able to keep an eye on the package's progress through that. We can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 15 consecutive business days, or 2) shows "delivered" but is not found in/on/near the mailbox or door.

International Orders

For international orders, the delivery estimate is 6-8 weeks. This depends on the distance from the origin point (Montana, USA) and the import/customs regulations and procedures in the destination country. These orders do not include tracking with Standard Shipping through Mail Innovations, so we do not have a way to locate the exact position of the package. We can issue a replacement if you have not received the package after 8 weeks.

I received a damaged item. How do I get a replacement or refund?

Send us an email (hello@dftba.com) and describe the kind of damage that the item has incurred. Pictures are appreciated and help us assess whether the damage was because of the delivery process, or if it was a manufacturing defect that slipped through our quality control. However pictures are not required if a description of the damage is covered.

When a replacement is sent out, you will receive a shipment notification email from hello@dftba.com. 

What is your refund/return policy?

Refunds and replacements for orders can be set up within 6 months from the order date. After 6 months, an order is no longer eligible for a refund or a replacement.

For returns, we can accept an item sent back for a refund of the purchase price of the item (if any discounts are applied, the refund will reflect the discounted price, not the full price). Return shipping costs are not covered by DFTBA's return policy.

Shipping Procedures and Policies

Why am I being charged additional fees on my order? Why was I charged a second time to pick up my order?

Some countries may require customs fees, import taxes and/or VAT to be paid at the time of pick-up or delivery of an order. We recommend checking the regulations for your country regarding orders shipped from the United States, so that there aren’t any surprises when your order arrives.

We are unable to alter the value reported on customs declarations or mark an order as a gift (even if you are intending to give the socks as a gift to someone else), as we need to follow the rules and fill out each customs form correctly. If we don't fill out the forms properly, we risk having the shipment returned to us or being prohibited from shipping to that country.

Unfortunately, the program we use to process subscription orders does not allow us to process VAT payments for orders shipping to the EU or UK. If your socks are delivered to the EU or UK, then you may need to pay VAT upon delivery to the destination country, as well as handling fees the carrier may charge for processing VAT payments. We apologize for any inconvenience!

Do you ship to my country/school/small town/etc?

If you have an address that receives mail and packages from the US, we ship to it! 

For orders delivered within the US, orders are shipped via UPS and handed off to USPS for final delivery. If there are multiple versions of your address, we recommend using the version you normally use for USPS mail.

Can you ship to my address if it is written in a language other than English?

No. Our system cannot process non-English characters, so we aren't able to print the labels in any other language. Our recommendation is that you enter your shipping address pre-translated, or email us the translation so we can make sure it is as accurate as possible.

Is expedited shipping available?

No. We do not offer expedited shipping for recurring subscriptions.

Are tracking numbers available/why doesn't my tracking number work?

When your order ships, you will receive a confirmation email with tracking info. These get snagged by spam folders sometimes, so be sure to take a peek there if you believe your order should have already shipped. Tracking numbers are only available for domestic customers -- track your shipment at https://www.ups.com/track.

International customers: the number in your shipment email is only a customs ID number. You will not be able to track your package using this number.

How much does shipping cost?

Shipping fees are included with your subscription. There will be no additional shipping fees charged by DFTBA, regardless of where the shipment is going!

International customers: Customs duties and/or import fees may be due for your package. We recommend checking your country’s customs regulations to be sure there are no surprises!

Where is my order?

If you live in the United States, shipping generally takes 7-10 business days. International orders can take anywhere from 2-8 weeks, depending on your location. Unfortunately, delays can happen from time to time that are simply out of our hands.

Please be patient and try contacting your postal or customs office to see if they have it.

If your order does not arrive within the above specified timeframes, email hello@dftba.com.