Frequently Asked Questions
Overview
Where are Herdthinner products made?
Herdthinner products are made by hand in the United States, Mexico, and Latvia.
Can I change or cancel my order?
We may be able to change or cancel your order within 30 minutes of placing the order on business days. Please, reach out to us with the order number and your request. Please keep in mind that we cannot guarantee that your order will be altered or canceled but we will always do whatever is humanly possible to help you.
How long do Herdthinner products take to make?
Production takes 4-10 business days before shipping. Each product is hand-made to order. It takes time for us to create and send out the product.
Making each order on-demand allows us to avoid overproduction. This way we’re all part of the sustainable fashion movement.
Where do you ship to?
We ship worldwide with a few exceptions. Shipping is always free.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Herdthinner is not responsible for destination country tax and/or duty charge if incurred. Buyer will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country.
Contact Herdthinner
Our address is: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273
Our email address is: contact(at)herdthinner(dot)com or click here to send us a note.
Do you accept exchanges or returns?
We accept exchanges and returns in the form of store credit. You will receive the store credit to be used as you wish for another size or another piece. If your selection is more expensive than the original order, you can apply the store credit and pay the difference.
Store credit can be granted within 14 days from the order’s delivery date. Notice must be given to Herdthinner regarding an exchange, stating the order number and reason for exchange. Packages sent without first contacting us will not be accepted. We do not accept the exchange of face masks.
Returned items must be in perfect condition, unused, unwashed, undamaged, and the tags must not have been removed.
Customers are responsible for the shipment costs of returns. Make sure to use a reputable shipping company with tracking information. We are not accountable for returns that are lost or damaged in the post.
Once the return has been approved and received, you will be credited the amount you paid for the returned item(s), via store credit.
Returns attempted after 14 days will not be accepted. We reserve the right to decline a return request if the merchandise does not meet our standards. Returns for merchandise showing any sign of use (worn, damaged, stained or missing its tag) will not be processed.
We reserve the right to refuse late returns or items that are not in the same condition you received them in.
Click here to Initiate return.
What if the product is damaged?
If something arrives damaged, please send us a problem report, we’ll gladly send a replacement at no cost to you.
Size Guide
Measuring Guide
Click here to view our complete size guide.
Can you help me with selecting the right size?
If you are still unsure or have specific questions regarding the size or fit of an item, contact us so we can further assist you.
Where do I find size information?
To help you choose the correct size, we recommend referring to the specific garment measurements provided on the item’s product page. If you are between sizes on the given charts, order a size larger or smaller based on the type of fit you prefer.
The Nitty-Gritty
Payment Methods
We accept all major payment methods through Stripe.
Custom duties and export VAT
Herdthinner assumes no responsibility in those packages held in customs if those charges are not settled by the customer.
Payment Security
Your information is safe with us. We use SSL to encrypt all data on the website and use a tokenized processing system from Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. Trusted 3rd party vendors also conduct our additional payment methods Amazon Pay, Apple Pay, Bitcoin, Google Pay and PayPal. In addition:
- We use 256-bit SSL encryption to transmit your data securely
- We respect your privacy and do not share your information
- Our servers are monitored 24/7 for security and uptime
Purchase for Personal Use Only
You may purchase products only for personal use and not for resale. By placing your order, you certify that you are purchasing products for personal use only and not for resale. We reserve the right to refuse orders for any reason without explanation.
Printing Tech
What types of ink do you use?
We use Kornit Water-based and NeoPigment inks that are Oeko-Tex™ certified, which means they are safe to print on children’s clothing and reduce environmental waste.
What technology is used to print?
Our standard process is the Direct to Garment (DTG) method of printing. We use Kornit printers for all DTG-printed garments.
Why does my shirt have a vinegar smell?
When unpacking a new order, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent.
Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment. The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash.
If the discoloration is noticeable, the quality control team will include a card explaining that it’s from the fixation agent.