PAYMENT

Our online store accepts payment in the form of credit cards (Visa, American Express, Master Card, and Discover), Pay Pal, or online gift certificates.

For certain events, we can offer onsite purchasing via Venmo if space is available to accommodate extra purchases the day of.

ONLINE RETURN POLICY - (ONLY APPLIES TO RETAIL - APPAREL & GOODS)

We are happy to issue store credit or exchange any full price, unworn, unwashed merchandise within 14 days of receipt of your online order. All items that are returned for an exchange or credit must be unworn/unwashed and have their original tags and packaging. At this time we do not issue refunds on any orders. Refunds are not available on made-to-order items unless the item cannot be made. All sales are final on sale merchandise, private sales, markdowns, gift certificates, body products, fragrances, and books. The buyer is responsible for any return shipping costs. Sustain Frame is not responsible for return shipping costs nor duty reimbursement in the case of international purchases. All sales are final after 14 days of purchase. Your store credit or exchange will be processed as soon as possible after we receive the item. We hold the right to deny store credits or exchanges if the merchandise returned does not meet our return policy requirements. 

SHIPPING

Orders are processed the following business day unless an item is being pre ordered or back ordered, and shipped as soon as possible after processing. Orders received on weekends and holidays will be processed the next business day. Orders are processed from Austin, TX. We cannot guarantee availability of purchased item(s). If you have ordered an item that is not available or that is delayed, we will notify you via email or telephone. Buyer will receive a shipment confirmation email with the shipping tracking number. Please allow at least 48 hours for the tracking information to become available. Signature is required unless you note otherwise. Residents of Texas will pay state tax on their purchase (8.25%). 

For a limited time, we are offering free shipping and returns on all orders of $200 or more.

Domestic orders under $200 are subject to a $20 flat rate shipping fee. 

International shipping is available via USPS and UPS, with rates based on weight, speed and destination. For international orders, please note: custom duties may apply – all applicable customs fees, taxes and duties are the sole responsibility of the customer. By law, we are required to state the value of your order directly on the package. It is the sole discretion of customs agents to release your package. Please understand that we can’t be held responsible for delays occurring due to shipping provider, misstatement of your shipping address, damages that occur during shipment and your destination’s customs.

Sustain Frame is not responsible for potential delays due to postal office errors, high volume of orders, or other issues that are beyond our control. 

Domestic orders will be shipped via USPS ~ RATES - (May change for special promotions)

Standard (2-5 business days)

0-.7lbs $5.25

.7-1lbs $6.50

1-3lbs $10

3-10lbs $17

Expedited (1-3 business days)

0-.9lbs - $9.25

1-3lbs - $15

3-5lbs - $25.50

International shipping varies from country to country. It ranges from $13.54-$22.80+

LOCAL DROP OFF

Local drop off or pickup is available in Austin, Texas area.

Lost or Stolen Packages:

Lost items will be processed through insurance claims with the shipper. Please notify us if it has been more than 14 days since your order has shipped and it is still shown as in transit. We will do our best to work with the shipper to file and process a claim, however, this process can be lengthy and we are at the mercy of the shipper's process.

Sustain Frame is not responsible for item theft after proof of delivery.

We reserve the right to update our policy at any time and without notification. Please check back prior to placing an order.

PRE-ORDERS & BACK ORDERS

We do accept pre-orders when applicable. Please note the return policy still applies once the order has shipped to you. If there are any delays on the order or if the item is on back order than you will be notified via email. We cannot always guarantee the exact production and ship date of pre-ordered items and back orders.

CUSTOMER SERVICE 

We pride ourselves on providing our customers with the best customer service experience. We will gladly answer any phone calls or email requests during our business hours. Any messages received during non operating hours will be answered as soon as possible the following business day.