Shipping and Delivery
All of our apparel is made on-demand after an order is placed
Apparel orders placed using Standard Shipping will ship within 1-3 business days
Apparel orders placed with Priority Shipping will ship within 1 business day.
For overnight shipping, please contact staff@500level.com.
Please note that Saturday, Sunday, and holidays are not considered business days,
and that there may be delays on all orders placed during the holiday season.
Delivery Times
Domestic Apparel – Standard Shipping 5-7 business days, Priority Shipping 2-4 business days
International Apparel – 7-15 business days
Domestic Accessories (blankets, hats, phone cases, pillows, posters) – 7-15 business days
International Accessories (blankets, hats, phone cases, pillows, posters) – 10-20 business days
*Please note that orders with a combination of apparel and accessories will ship once accessories are prepared
Address Errors
We cannot change your delivery address after an order has been shipped. We work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if your address was incorrectly entered at checkout. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we will only be able to refund you for the cost of merchandise. If the return delivery cost is greater than the value of the merchandise, 500 LEVEL will inform the carrier to abandon the package and no refund will be issued.
Package Loss
Although it is rare for international orders to be lost, please be aware that it can happen. Delivery time frames
are estimates only and do not take into account weekends, holidays, or processing and packing times (please allow 24-48
hours for packing). International orders may take up to 60 days to clear customs, depending upon delivery method and
government procedures. An international order will not be considered “lost” until 60 days after shipment date. We are
unable to process claims until this 60-day period has passed. Please note that we do not offer replacements or store
credits. In the event that your order has been lost, you must report it as lost to us within 90 days of date of purchase.
Please contact us by email or chat to discuss your options.
Customer Refusal
We are not able to offer refunds on products that are refused for any reason. In addition, if 500 LEVEL is billed for
the cost of the return shipment due to your refusal, you may be responsible for that cost, too.
Customs Seizure
Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs
unless the order is returned back to our fulfillment center in undamaged and resalable condition. In that
event, a refund will be issued for the cost of the merchandise only; shipping costs will not be reimbursed.
Customs fees may apply. Please note that if the cost to return a rejected package to our fulfillment center exceed
Disclaimer
500 LEVEL cannot be held responsible for any laws or regulations that result in Customs applying additional
cost to your order, whether tax or duties, nor any related seized products or delivery delays. However, the
vast majority of international shipments do not experience problems or delays. In the event additional fees
are assessed to your order, your local Customs authority will contact you directly. By ordering from 500 LEVEL,
you agree to the policies stated above. 500 LEVEL reserves the right to change these policies at any time, and
we also retain the right to refuse service to any customer at our sole discretion.
Returns and Exchanges
Customers are responsible for the shipping cost of returning merchandise. Please consider purchasing shipping insurance or using a shipping service that provides tracking information. 500 LEVEL cannot guarantee receipt of returned packages and is not responsible for lost items.
All returns and exchanges are to be shipped to the following address:
500 LEVEL
Returns/Exchange Department
4221 Freidrich Ln., Suite 130
Austin, TX 78744
Exchanges
All requests for exchanges are subject to 500 LEVEL discretion.
Domestic Exchanges – If approved, exchanged items will be shipped back to the customer free of charge.
International Exchanges – International orders are not eligible for free exchanges. In these instances, you will be responsible for paying for your own shipping costs to have the exchanged item returned to you.
Returns
Our return policy lasts 30 days. Please make sure to return your item(s) within that timeframe or we will be unable to offer you a refund. Only regularly priced items may be refunded. Unfortunately, sale items are not eligible for refund.
To be eligible for a refund, item(s) must be unused and in the original packaging with a receipt or proof of purchase.
Once your return is received and inspected, you will receive an email notifying you that we have received your returned package and that your refund has been either approved or denied. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please be aware that shipping charges are non-refundable.
If you have not received a refund after a reasonable amount of days have passed, please make sure to double check your bank account before proceeding. If the payment still appears to be missing, contact your credit card company and/or your bank for more information. Processing times can fluctuate and some refunds take some time before they are officially posted. If you have done all of this and you still have not received your refund, please contact us.
GOT IT!Product Care
What Are the Care Instructions For Your Garments?Most of our garments should be washed in cold water and tumbled dry on low heat. Care instructions are noted on each product page in the lower right corner and are also listed on the garment tag when you receive your order.
How Do Your Sizes Work?
Our garments come in multiple fits, including regular fit, slim fit, relaxed fit, etc. Sizing suggestions are available on each product page as well as a size chart near the size selector. You can view the dimensions by clicking "Sizing Chart".
Should I Expect Any Shrinkage?
As with most garments, they may shrink a little in the wash and stretch a little during wear. We continually strive to perfect this process so everything you get from us will look and feel like a favorite each and every time.
What Kind of Fabrics Do You Use?
We use an assortment of fabrics and materials to produce our super-soft apparel and accessories. Fabric types are listed on the lower right corner of each product page, in the "About" section.
GOT IT!