COVID-19 FAQ

COVID-19 Frequently Asked Questions

Please contact orders@shiratsuchi-dc.com for any questions regarding your recent purchase or call customer service at +35924928834 ext. 1875. Please have your order number ready for quick assistance. 

What is the return/exchange process?

Please fill out our online returns and exchanges form at the link below. A customer service representative will reach out via email within 24 hours.

https://shiratsuchi-dc.com/pages/return-policy

Does Shiratsuchi-dc provide a return shipping label for returns/exchanges?

Unfortunately, we do not provide return shipping labels unless the product is damaged.  

Due to Coronavirus, I can’t get to the Postal Service. Can you extend the return policy?

We are currently extending the return policy for all returns and exchanges. 

How do I add to an order that I already placed? 

Please contact orders@shiratsuchi-dc.com immediately with the style, color and size of the product you would like to add. 

Can I change the shipping address to another address?

Yes, if your order has not been shipped out yet we can change the shipping address. Please reach out immediately to avoid any issues. 

I live local, can I pick up my order instead of having it shipped? 

Unfortunately, at this time we are not offering curbside pickup.

I received a damaged product, how do I get a replacement?

Unfortunately, despite our attention to quality control, we get a damaged product here and there. Please reach out to orders@shiratsuchi-dc.com with the style, color and size. We will be happy to send you a replacement.

How long does it take for a refund to show up on my bank statement?

Please allow 7 business days for the refund to process back onto your bank statement.

My package has been stuck in transit for a while now, does Shiratsuchi-dc have any other information?

Unfortunately, we only see the same tracking information as the customer. We suggest reaching out to the shipping carrier, they may have more details on the location of your package. If the package is marked as lost in transit, we will reship your order and file a claim for the original order. 

How long will it take my order to ship?

The Rising Tide and JBC Raised Glasses merchandise is a pre-order. Due to high demand and Coronavirus causing delays, we ask that you give us a week window to process your order.  In addition, we have a limited staff processing online orders, we ask that you be patient during this time. You will receive an additional email once your order has shipped from our warehouse with tracking information. 

Can I return a Rising Tide/JBC Raised Glasses product?

Yes, we are accepting returns for these products.

How do I exchange a Rising Tide/JBC Raised Glasses product for a different size?

Please reach out to orders@shiratsuchi-dc.com with the style and size you would like to exchange for.

Why is my discount code not working when I try to apply it to my order?

Discount codes are not eligible to be used with charitable or already discounted products.

Can I add on to my order and charge the same CC?

No, for your safety we do not store credit card info, but we are happy to privately communicate with you to revise your order.