FAQs

ORDER CHANGES

I need to make a change to my order

Unfortunately we cannot guarantee order changes if the order is already in production. If you would like to check if it’s possible to edit your order, please email support@pridehouse.shop  your order number and order change request. If your package has shipped, we are no longer able to edit the shipping address, cancel your order, or change the size. If the package is returned to our Distribution Center, we will email you and let you know.

SHIPPING 

When will I receive my package?

Processing time is separate from shipping time. Orders are processed Monday-Friday (excluding holidays). Processing time requires 7-10 days. Shipping timelines do not apply to orders shipped to APO/FPO addresses.


Tracking information states my package as being delivered but I never received it


Pride House LA does not hold or accept responsibility for packages or items lost,  stolen, or stuck  in transit when being delivered back to our distribution center. Concerns or questions about your order after it has shipped should be made to the carrier directly. The Customer Support Team can only see the same tracking information given to the customer through the tracking number. 


Tracking information shows the package delayed

Contact the shipping courier with your tracking information, located on your shipping confirmation email, to find out the most updated status of your package. Concerns or questions about your order after it has shipped should be made to the carrier directly. The Customer Support Team can only see the same tracking information given to the customer through the tracking number. 

Pride House LA does not hold or accept responsibility for packages or items lost,  stolen, or stuck  in transit when being delivered back to our distribution center. 

What countries do you ship to?   

Australia, Canada, United Kingdom, United States, and United States Minor Outlying Islands


*Pride House LA is not responsible for the payment of any duties and taxes 

What happens if my package is returned to sender or refused?

If your order is returned to us , we will contact you by email once the order is returned to our distribution center. Original shipping fees are non-refundable. For items returned to Pride House LA due to an undeliverable address or issues with customs, refunds will be issued for the net price of your item(s) minus the shipping charge. 


RETURNS 

How do I return an item?


You can return a product for up to 30 days from the fulfillment/shipping date.  After 30 days from the fulfillment/shipping date, a refund cannot be offered. To be eligible for a return, the item must be unworn and unwashed (free of any stains, odors, makeup, deodorant, hair, or wear) and in original packaging. 


To Process a Return

By processing a return you acknowledge and have read our entire Return Policy and understand the terms. Please email support@pridehouse.shop to process a return. Please include the order number and which items you would like to process a return.


Can I exchange an item?

Because we can't ensure our customers will be issued the style/size they desire by the time their returned items come back to the distribution center we do not offer exchanges.  

By processing a return through our Customer Support and sending your items back, you will receive store credit to make a future purchase.  



I received the wrong item/item size

Damaged items must be reported/emailed within 3 days of receipt with photos attached to support@pridehouse.shop . If not reported within 3 days, we will not issue replacements. Pride House LA is not responsible for normal wear and tear to items purchased and will not issue a new item outside of the 3 day window of receiving the item.

If you have received an incorrect item or have experienced another issue with your order, please contact support@pridehouse.shop within 3 days of receiving your order with a picture of the items and packing slip.


My package was missing an item and I was issued a refund

If your order includes multiple items and one (or more) of the items are out of stock, we will issue a refund for item(s) not in stock and go ahead and ship the rest of your order.


PAYMENTS AND REFUNDS 

What currency will I be charged in?

All charges on Pride House LA are processed in US Dollars. 

Price Change:

We reserve the right to change the prices of our products at any time. 

Exchange Rates:

Differences in prices may vary according to the time an order is placed, and the time the payment is processed. When an order or return is processed, the order or refund will be generated in US Dollars. Pride House LA is not responsible for differences in exchange rates from when an order is placed, the payment is processed, or when a refund is processed. 


Discount Codes-Retroactive Discounts:

The amount paid at checkout and the amount that appears on your invoice is non negotiable. Pride House LA will not apply retroactive discounts to orders being processed or that have been processed. Discount codes and site wide sales are only good on orders placed after the start date and before the end date of the discount code/sale. The discount code must be entered during the payment process as it can not be applied later. We are not responsible if the code is not entered at checkout.



Late or Missing Refunds: 

Refunds can take up to 10 business days to appear on your statement, depending on how your bank or financial institution processes them. If Pride House LA processed a refund and you have not received a refund after 10 business days, contact your bank or credit card company to see if the refund is still pending.  Currency exchanges may take longer than 10 business days.

If you have contacted your bank or credit card company and you still have not received your refund, please contact us at support@pridehouse.shop.


Refunds for Returns: 

Please note that original shipping fees are non-refundable and the cost of the return shipping label is the customer’s responsibility


Once your return is received and inspected, we will notify you of the approval or rejection of your return. If you are approved, you will receive an email with a digital store credit for the net amount of the item(s) returned, that can be used immediately.