FAQ

Subscription Questions:

When will I be charged? 

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

When will my first order be shipped?

Your socks will ship around the 2nd or 3rd 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.

*There were some adjustments to the January + February shipping schedule, please see below for more information specific to those months.

 

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. 

*There were some adjustments to the January + February shipping schedule, please see the bottom of this page for more information specific to those months.

Can I cancel my subscription?

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

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, no. We don't allow people to skip socks in this subscription because of how we order the socks. If you decide you no longer would like to receive socks, you can cancel your subscription, but you will not be able to resubscribe.

 

Can I change my address/payment/account information?

Absolutely! As long as your order has not already shipped we are happy to change any account, billing, or shipping information. You can change things on your own in your customer portal, or email us at hello@dftba.com for assistance. 

Can I see the socks before they are shipped? 

It's a surprise! We have given you a peek at the socks for first two months on the site so you can get an idea of what to expect. We love surprises, though, and are keeping the rest of the year a secret. Don't worry though, each artist was picked based on their fun design aesthetic. All of the socks will be bright, colorful, and will live up to their name!

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 resend an account invitation 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 do all the converting for both you and us. 

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

We accept payments from all major 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 has passed, the order is archived and we can no longer set up a refund or a replacement.

 

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 the item in stock, we may be able to set up an exchange. If not, we can provide a refund for the item (minus the original shipping cost) once the item 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. 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.

 

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 tracking@shipsation.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 charge extra taxes on imported goods. For example, the UK states that packages valued less than £15 (the value in USD can change depending on the exchange rate) are exempt from VATs. When we mark the value on customs forms, we do not include shipping costs, only the cost of the actual item.
 
Please note that you may be charged taxes upon import of your items. We are also unable to ship your merchandise as a gift (even if you are intending to give the item 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.

 

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.

Do you 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!

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 notification. These get snagged by spam folders sometimes, so be sure to take a peek in 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. 

 

January + February Shipping Adjustments

Subscriptions purchased after November 29 had their January and February socks shipped together. These combined orders shipped together around mid- to late-February. These adjustments to the shipping schedule were due to selling many more socks than we originally anticipated. All subsequent orders are scheduled to charge and ship according to the regular schedule described above (charge on the first of the month, and ship out around the 2nd or 3rd week of the month).