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      **COVID-19 SHIPPING NOTICE** Due to USPS delays caused by the ongoing global pandemic, transit times may be longer than usual. These delays are beyond our control and we appreciate your understanding in advance.

      PAYMENTS AND REFUND POLICY
      My credit card isn't working. What should I do?

      We do take a variety of cards however, some do not work with our payment platform. Always check that your billing address and zip code are the correct ones associated with your credit card. Sometimes, if these are incorrect, the payment will not go through. Please re-try adding your billing information, then the payment details, and see if it processes. If it does not go through, it is most likely because our system does not accept the card you are using (for example, a Visa Debit card or a Discover card). An alternative solution is to add your card to Shopify Pay or Google Pay to facilitate the payment. If you are making your purchase from the United States, it is considered as an international transaction. Please call you bank as your card might be blocked from international purchases.

      Do you offer refunds or exchanges?

      While a sale is live we will do our best to accommodate any refunds & exchange requests. Once the presale has closed, all orders are final sale.  However, we will make every effort to consider your inquiry for exchanges/refunds. Each case will be reviewed individually by our customer service team, who will provide the best solution to help resolve your claim!

      For claims regarding a damaged/defective product, please email info@youmatter.com within 90 days of the presale close date associated with your order number in order for your case to be accepted for review.

      Sezzle

      You Matter is introducing a payment solution that allows you to make a purchase while not having to pay the full amount upfront. The best part is that there’s no interest or hard credit check, so no worries about it negatively affecting your credit score.

      When you take advantage of the new installment payment option, their approvals system reviews your account to determine what kind of repayment plan you’re eligible for. In most cases, 25% of your total order is due upfront, like a down payment. The remaining amount on your purchase is divided into three more installment payments, each due two weeks apart. Your purchase won’t include any upfront or hidden fees. If you’re able to make your payments on time, there are no fees at all. Late fees are only charged if a payment fails or if a payment date is changed more than once per order.

      This new option will pay for your order so that it is processed and shipped as if it were paid in full by you. Your order will be fulfilled immediately and will undergo standard shipping and processing times.

      The installment payments are straightforward and easy. Fill up your cart, then select the installment option at checkout. After it’s selected, you’ll be walked through their smooth process.

      If the installment plan sounds like something you’d be interested in, the only requirements are as follows:

      Be 18 years or older
      Have a US or Canadian phone number that can receive texts
      Have a working email address
      Have a non-prepaid payment method available

       

      For shoppers in the US and Canada, this payment method can consist of a bank account, debit card, or a credit card.

      We want to see everyone who loves our hoodies in one, and are trying our best to make that happen. We hope this is a step forward that helps us achieve our goal as much as it helps you feel more comfortable when making purchases with us. 

       
      SHIPPING, TAXES, AND DUTIES
      How long will it take for me order to be shipped to me?

      Shipping takes 3-5 weeks. While we make every effort to ship all orders within that time frame, processing delays outside of our control may occur and unfortunately, we cannot make guarantees on shipping dates.

      What happens if my address is entered incorrectly at the time of shipping?

      If you need to make a change to your shipping address, we will do our best to accommodate you; however, processing begins immediately and there may be instances that your shipping label has been created and cannot be changed. If this is the case, please contact USPS with your tracking number to have your package rerouted.

      Can you redirect an order to a different address?

      We are unable to redirect orders to an alternate address once your order has been dispatched.

      What if my tracking states that my package has been delivered, but it never showed up?

      It's possible that 1) the tracking link was updated by the shipping carrier prematurely or 2) your package is hidden around your mailbox or building. Carriers have a tendency to leave packages in hidden places, for the safety of the goods, if they're unable to deliver to you directly. Pleasure have a thorough look around and/or contact USPS to try to locate your package.

      Who pays for shipping fees?

      Shipping fees are the responsibility of the customer and are non-refundable.

      Taxes & Duties

      Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges may be calculated on the total value of merchandise, and will be displayed on the Order Summary page. If you are ordering from outside of the United States or Canada your order may be subject to additional taxes or duties upon delivery. These charges are the responsibility of the customer and our store will not reimburse for these charges.

      International Bank Fees

      Our store is hosted by Shopify in Canada. Depending on your Credit Card Company or Bank, you may be subject to a small international charge in addition to the fees for your products. These charges are solely the responsibility of your bank and we are not responsible for refund or reimbursement. Please contact your bank for further inquiry.

      My package is lost. What should I do?

      If you have sufficient reasoning to believe your package has been misplaced by USPS, please contact USPS dirctly and file a USPS lost claim here: https://www.usps.com/help/claims.htm You can also contact info@youmatter.com with your order number and the USPS Case Code so we can assist you further. Shop Demetrius Harmon is not responsible for damaged, lost, or stolen packages; however, we will try our hardest to make sure the carrier locates your package. For all claims regarding lost/stolen packages please email info@youmatter.com within 7 days of delivery receipt.

      What happens if I refuse a package or it is undeliverable?

      If you have been notified of your order returning to sender, please monitor your tracking number until it states that your package has been successfully returned to us. Once tracking confirms that your package has been sent back, please notify us immediately at info@youmatter.com with your order number, so we can begin the process of reshipping your order.

      Shipping Carriers

      Shipments are sent via USPS. Once we hand off your shipment to the shipping company, you will receive a tracking number with the most up to date. We do not offer other shipping services at this time.

      Shipping Stages

      Below are the 4 stages of your tracking numbers:
      Label Created, not yet in system = Item is at our facility, has not been picked up by the carrier.
      Pre-Shipment, Awaiting Item = Item has been picked up by carrier to their sorting facility for processing.
      In transit = Item is now on its way to you! Delivered = Item has arrived!


      INTERNATIONAL CUSTOMERS
      Do you ship internationally?

      Yes! We ship worldwide. Packages leaving the US will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Keep in mind that international orders can take up 3- 6 weeks to be delivered.

      International Duties and Taxes

      For shipments outside of the United States or Canada, your country has the right to impose local taxes, duties, or additional brokerage fees. The fee varies by country and we are unable to calculate this in advance. Shop Demetrius Harmon is not responsible for the payment of this fee. The customer will be responsible for the custom fees and taxes for each shipment.

      How do I track an international order?

      Once your package leaves the USPS system, please use the same tracking number to locate it on your country’s local postal service website. There may be a delay between the time it departs the USA and is next scanned into your local postal service. Please allow up to two weeks for information to become available.


      RETURN AND EXCHANGE POLICY
      Can I change the colour or add to my order?

      All orders are final sale once submitted and may not be changed, cancelled or updated.

      Damaged or Defective Items

      The manufacturing process is a beautiful symphony of humans and technology working together to create a one-of-a-kind product, just for you. Our teams work tirelessly to quality-control each and every item we ship. With lots of touch points in the sewing, embroidery, fulfillment, and delivery processes - there is a chance your garment will pick up a dash of dust, some stray threads, a splash of sewing oil, pressure lines from embroidery hoops, or small marks along the way. Not to worry, the majority of these minor imperfections will come out in the first wash with traditional detergents/stain removers. If the imperfection remains after washing, please email info@youmatter.com and include: Your order number Name on the order Email the order was entered with A clear photograph demonstrating the quality of the damaged area, after it has been washed. If you have received a damaged, defective or incorrect item please email info@youmatter.com and include:


      Your order number
      Name on the order
      Email the order was entered with
      Most importantly, please always include clear pictures demonstrating the defective or damaged area.

      The most optimal pictures are taken on a flat surface with the tag and error clearly displayed. We will use this information to help you with your order, and eliminate future errors. This policy lasts 30 days after the tracking status shows delivered. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. If applicable, we will replace an item that is defective/damaged.


      FREQUENTLY ASKED QUESTIONS
      Sizing & Fit

      All sizes are unisex and do run large unless noted otherwise. If you have questions regarding sizing, or any other information on a specific item, please refer to the product measurements and descriptions that are listed on our website. If you've received a hoodie with slightly odd fit, kindly send us an image of the hoodie demonstrating the size difference and reference the size chart below:

      Can I get custom or past You Matter clothing?

      No, these items are limited edition and may not be rereleased once they have sold out.

      How can I be notified when the next drop date will be?

      You can sign up for our mailing list here!