Frequently Asked Questions

Order Issues

Can I substitute, wrong or missing items?

Received the wrong style? No worries—we’ll send you the correct one at no extra cost! We’re committed to ensuring you get your order as quickly as possible. Simply contact us via live chat and we’ll ship the correct style to you for free. This applies to Face Shields® and Thermal Fleece Face Shields only.

Why does my promo code not work?

Promo codes are valid for a limited time and can only be used once. They may also have specific conditions, such as a minimum purchase requirement or seasonal restrictions.

Order Tracking

How can I track my order?

For U.S. Customers: You can track your order using the link in your shipping confirmation email. Once shipped please allow 24-48 hours for the tracking number to become active.

For International Customers:You can also track your order via the link in your shipping confirmation email. Please allow up to 48 hours for tracking information to be updated.

Once your order is submitted, we are unable to change the quantity, sizing, or shipping method. However, there is a brief window after placing your order during which we may be able to cancel it or modify the shipping address.

If you have any questions, please reach out to us via live chat!

Why do I not have a tracking number?

  • Please check your order confirmation and make sure you have specified the correct email
  • Next, please check your junk/spam folder in your inbox
  • Please understand we send you two emails the first is a confirmation email of receipt. The second is the shipping confirmation email with a tracking number that will be active within 48 hours, as there can be delays with our shipping carriers.

Pre-Order

Where is my order?

Pre-orders allow you to secure popular items before they’re available, ensuring you don’t miss out! For your convenience, the estimated availability (ETA) for each pre-order item is displayed on our website. This way, you can stay informed and plan accordingly. If you have any questions about your pre-order, please don’t hesitate to reach out through Live chat.

When should I expect the Pre-order to arrive?

The arrival of your pre-order depends on the estimated availability (ETA) provided on our website. Once the item is in stock, we'll ship it promptly. Please keep an eye on the ETA for updates, and if you have any questions, feel free to reach thru Live chat.

Can you ship the rest of the order and wait for the Pre-order item?

Yes, we can ship the rest of your order while you wait for the pre-order item!

Returns

Return Policy

Not satisfied with your SA product? You can return it within 30 days for a full refund. To process your return, simply click this link.

Full-price merchandise can be returned or exchanged within 30 days of the delivery date, with the exception of SA belts, watch bands, dog collars, and dog leashes. Sale items are also eligible for a return or exchange within the same timeframe.

Please note that we only accept returns for items that have not been worn, altered, or washed. Returns for SA belts, watch bands, dog collars, and dog leashes will not be accepted.

Upon receiving the returned items, SA Co. reserves the right to deny a refund if they do not meet our return policy requirements.

Shipping and handling charges for returned items are non-refundable unless we made a shipping error. Currently, SA Co. provides USPS return labels only for domestic returns. Customers returning items from outside the United States are responsible for the shipping costs.

How do I start a return?

Not satisfied with your SA product? You can return it within 30 days for a full refund. To initiate your return, please click this link.

International Customers: view our Returns Policy page for more information.

Can I exchange my items?

Yes, we’re happy to assist with a return! To start the process, please visit our return portal and follow the steps for returns and exchanges. ➡️ Returns & Exchanges If you have any questions, feel free to reach out!

Items missing from your order?

Please reach out to our Live chat, if you believe you have items missing from your order.All claims for missing items need to be claimed within 14 days once your item is delivered.

Washing and care

How do I wash my SA Merchandise?

Please review the tags and make sure to always machine wash cold and air dry.

Brim Flattening
  1. Rest and Relax: Once you remove the hat from its packaging, let it rest on a dry, flat surface for a few hours. This can be indoors or outdoors.
  2. Add Some Weight: If the brim still needs some help, place heavy objects like a stack of books on top. Be sure to protect your hat by placing a towel or cloth (of a similar color) between the books and the hat.
Overall Reshape with Steaming Method
  1. Be Gentle with Steam: Use a low steam setting and never apply steam directly to the straw. Instead, use a barrier like a towel or cloth (of a similar color) to protect the straw.
  2. Gently Reshape: Once the straw has absorbed the steam, gently reshape it with your hands. Lay it back on a flat, dry surface and add weight if needed.
  3. Reshape the Crown: If the crown has collapsed, apply steam and then place a towel or cloth inside the crown to support the sides while it dries.
Important Tip
  • Avoid Water: Do not saturate your hat with water as it will completely damage the straw.

By following these steps, your straw hat will be ready for your next adventure in no time!

Domestic Orders

How long does it take to ship my order?

Orders are processed within 24 hours of receipt, including all orders placed from Sunday through Thursday (excluding holidays). Orders received on Friday and Saturday will be processed on Monday.

Please allow 48-72 hours for processing and shipping.

Shipping Times:

  • Standard Shipping: 10-14 business days
  • Priority Shipping: 7-10 business days

Once your order leaves our facility you will receive an email with a tracking number to monitor its progress. Please note that we cannot control the package's arrival time once it’s in transit

How do you handle back orders?

Due to high volume of orders we very rarely will be out of stock of an item. We will notify you by email or phone if this occurs with an estimate ship date of the Back ordered product.

Do you charge sales tax?

We are required to collect state sales tax for most states, based on rates set by each state, county, and local municipality, determined by the zip code of your delivery address.

If your shipping address is in one of these states, applicable sales tax will be added to your total and displayed on the checkout page, unless an exemption is requested and the order is processed as specified.

International Orders

Do you ship internationally?

Yes, we ship internationally but please note that customs can be extremely difficult to work with and duties/taxes may be charged. Please review all information on our international shipping policy so you fully understand your country’s logistic behavior.

View International Shipping Policy

What countries does SA ship to?

SA is currently shipping internationally using DHL/USPS. A list of countries can be found on the International Shipping Methods page:

View International Shipping Methods

How much does international shipping cost?

International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated at checkout.