Can't find your answer below? Want to just say hi, hello, or how are you? Reach us at firstname.lastname@example.org. For better or for worse, we don't work over the weekend so that isn't the best time to reach us. We're usually able to answer within 12-24 hours otherwise but we're humans and things come up-- we're sure you understand!
I didn't receive my order confirmation or shipping confirmation email!
Check your spam! You should receive an email from us confirming your order and then another one when your order ships with tracking information. If you think you may have entered in your email incorrectly, or didn't receive an order confirmation for another reason, email us at email@example.com, or check your customer account if you made one at checkout.
Why hasn't my order shipped yet?
*COVID-19 UPDATE* We are normally able to get your goodies in the mail within a day or two, but please allow one to two weeks for us to fulfill right now. Orders are currently fulfilled by a few people at a time set up for adequate distancing, rather than a larger team of shippers during busy times. We are also following a strict regimen of sanitizing our workspace that slows us down a little bit more-- but keeps us all extra safe. This means it will take longer for orders to process, so we ask that you have patience with us at this time-- and please don't hesitate to reach out if you need us! :)
Your order will be shipped USPS First Class if you’re in the United States, which takes an est. 1-3 business days. If you are outside the US, you will have options at check out to ship via USPS, FedEx, and DHL. It will take approximately 2-8 weeks, depending on carrier and shipping destination. International shipping does not include duties/taxes/extra fees your package may collect.
Can I get expedited shipping?
We do not have an expedited shipping option at this time. We offer $5 flat-rate, 1-3+ day First Class shipping on all US orders every day. We do not currently offer expedited international shipping.
Can I change my shipping address?
As long as your order has not been processed by the time we get to your email, yes, of course! Email us at firstname.lastname@example.org with your order number and new shipping address.
Do you ship outside the US?
Yes! We offer USPS, FedEx, and DHL for international shipments excluding the UK (for UK, see below). Please be advised that customs and duties are not included, and you are responsible for any extra fees your package collects via your chosen carrier. International shipping can sometimes take up to 6-8 weeks to arrive.
UK ORDERS: We will be collecting duties and taxes for your order at check out. This does not guarantee that there will not be additional fees upon delivery, though that is the hope. Any duties and taxes paid to ARQ are promptly redirected to UK Customs and cannot be refunded. Any UK orders will be shipped via FedEx exclusively at this time.
I received a delivery notification but my package is not here!
9 times out of 10 your package will show up within a week! Once the package has left our warehouse, USPS is responsible for your package. We cannot be held responsible for lost or stolen packages. Visit their website for instructions on how to make a claim. You can also find your local post office on the USPS site, and they will have a local phone number to call (as opposed to the 800 number).
I want to change something on my order...
Unfortunately we cannot make changes to orders once placed. We may be able to catch and cancel your entire order if it has not shipped, though we can't promise the items you want will still be in stock for making a replacement order.
I want to add to my order, or I've already made two orders and want to combine!
Yay! Thank you for your orders! We are totally able to combine orders if your first order has not processed yet, and we will refund the appropriate amount of shipping. If you'd like to add to your order, please place a second order and email us with your order numbers and we will try our best to combine. Please note there are no guarantees we will be able to combine your orders-- if your first order has processed by the time we see your email we will not be able to combine.
I need to make a return!
No worries! We've got you, start the process here.
What is your return policy?
*COVID-19 UPDATE* our return policy remains in place at this time but please note that it may take longer to process returns! We have additional safety measures in place and a wait time before getting to your return package.
We are happy to accept returns for unused items (excluding undies) within 45 days of the purchase date for US and international customers. We offer refunds and store credit, and are not currently offering exchanges at this time. Customers are responsible for return shipping (except in the case of a domestic return for store credit). Refunds and store credit codes will be processed within 5-10 business days of receipt of the return. Click this link to start the process! Undies (bottoms) are final sale, no returns or exchanges- we're sure you understand! xx
If, on the rare occasion we have a sale/discounted items, any purchase made at a discounted price will be final sale.
What if I really want to return my undies?
Undies are final sale and there are no exceptions. If you return undies without checking in with us, we will not refund you nor ship them back out. This is for the health and safety of our employees. I'm sure you understand! We encourage people to be careful when choosing undies sizes and to email us if still unsure.
I need a different size bra or tank! Can I exchange?
Our system isn't set up to do exchanges, so a return + another order is best. Start the process on our return portal here.
I have an issue with my item!
Although we have an extremely rigorous quality control program for all ARQ goodies, our garments are sewn and processed by humans and we all make mistakes (despite trying really, really hard not to). We're here to take care of you though! Please reach out to us with images within 30 days of receiving your order if you think you've received a defective item and we will replace or refund accordingly. We will not be responsible for defects outside of our 30-day window.
What size should I get?
Check out our amazing sizing page -- filled with tips, tricks, and guides! Please feel free to email email@example.com with your measurements for additional sizing help. We are happy to walk you through it and give our best suggestions based on your measurements and needs!
RESTOCKS + SALES
When is your next restock or new collection?
We have our line of neutrals which we aim to always have available (black, cotton, toffee, camel, and leopard) and then offer new colors in the spring and fall. We are doing our best to meet demand and make product available as soon as it arrives in our warehouse, though we are growing so much faster than we ever expected to (and feel so lucky to have this kind of growth). Sign up for back-in-stock alerts and follow us on Instagram for updates!
When is your next sale? Do you offer any discounts?
We do not base our business or pricing model on sales and promotions, so markdowns are rare if they happen and will be announced on Instagram or via email. Join our mailing list for any early or exclusive information in this regard. We don't currently offer any discounts.
I signed up for your mailing list. Why haven't I received any emails?
Check your spam box! Most of the time your emails are there. If not, we can always add you manually-- email firstname.lastname@example.org to make the request.
Can I swim in my ARQ items?
We 110% recommend poolside lounging in your ARQ but please swim in fresh water only! You and your undies will thank us later. Chlorinated water and salt water will degrade the fabric and shorten the lifespan of your new undies.
How do I wash my new underpants?
We thought you'd never ask! We recommend washing your ARQ goodies on a cold cycle with mild, organic detergent and air drying. Don't have time to air dry? It happens! Low heat drying in a machine works fine as well ;)
What are my ARQ garments made out of?
We use a super stretchy and soft blend of 92% organic cotton and 8% spandex. Your cotton garments and any trims (like elastic) may relax a bit with time and continued use. Please check product listings for more details!
ARQ started charging me sales tax!
For customers in the United States, ARQ is required by law to collect and remit sales tax from some customers, depending on the customer's location. Each customer's state has unique rules for whether a remote online seller like ARQ must charge sales tax at all and for how much sales tax a remote seller must collect. As many factors and rules stay in flux over time per location, it may be that ARQ will collect sales tax from you today even though ARQ may not have charged you sales tax in the past! Thanks for understanding ;)