Email us at firstname.lastname@example.org
ORDER MODIFICATION / CHANGE?
Email us at email@example.com within ONE hour of placing your order with the following in the subject: Order#, Modification/Cancel.
CAN I CHANGE MY ADDRESS ON MY ORDER?
Email us at firstname.lastname@example.org within ONE hour of placing your order with the following in the subject: Order#, Address Change.
WHAT IF MY ORDER IS DEFECTIVE/INCORRECT?
If you’ve received a defective or incorrect item, please contact email@example.com with your order number and a photo of the damage or the wrong item you received. We’ll make it right from there!
WILL I BE CHARGED DUTIES?
Unfortunately at this time, we can not estimate or cover duties that come with customs. Customers are responsible for paying for any accruing customs, and refusal to do so will result in the package being sent back to us. You will only be refunded the difference of your order after return shipping fees are deducted. As we grow, we hope to offer an option to pay duties at check out! Canadian customers will not be charged duties.
HOW LONG DOES SHIPPING TAKE?
Canada: 3-5 business days
USA/Mexico: 7-10 business days
International: 14-30 business days
HOW MUCH IS SHIPPING?
Canada - $4.99 cad or free for orders over $100 usd
Rest of North America: $9.00 usd or free for orders over $250 usd
Europe: $15.00 usd
International: $30.00 usd
WHAT IS INTERNATIONAL?
Afghanistan, Algeria, Angola, Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brazil, British Indian Ocean Territory, Brunei, Burkina Faso, Burundi, Cambodia, Cape Verde, Caribbean Netherlands, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Cuba, Curaçao, Côte d’Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Ghana, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Heard & McDonald Islands, Honduras, Hong Kong SAR, India (36 of 37 states), Indonesia, Iran, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, North Korea, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Macao SAR, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritania, Mauritius, Mexico, Mongolia, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand (16 of 17 regions), Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Oman, Pakistan, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn Islands, Qatar, Cameroon, Russia, Rwanda, St. Barthélemy, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, Samoa, São Tomé & Príncipe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia & South Sandwich Islands, South Korea, South Sudan, Sri Lanka, St. Vincent & Grenadines, Sudan, Suriname, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tokelau, Tonga, Trinidad & Tobago, Tunisia, Turkmenistan, Turks & Caicos Islands, Tuvalu, Uganda, United Arab Emirates, U.S.A, U.S. Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, British Virgin Islands, Wallis & Futuna, Western Sahara, Yemen, Zambia, Zimbabwe.
HOW DO I GET MY STORE CREDIT?
Please see our return portal here, follow the instructions and your store credit will be emailed to you.
WHAT PAYMENT DO YOU ACCEPT?
Visa, Mastercard, AMEX, Discover Card, Diners Club, Shop Pay, Apple Pay and Google Pay.
WILL YOU REPLACE LOST ITEMS?
Please purchase Uncle insurance so we are able to replace your item if it is lost. If you do not purchase insurance we will not be able to replace lost packages.
WHAT IS UNCLE INSURANCE?
When purchasing Uncle Insurance you are purchasing protection for your package; in the event your package is lost, stolen or damaged in transit, you are entitled to a reorder of refund of your purchase. If your package is lost, stolen or damaged and you have purchased insurance, please contact firstname.lastname@example.org with your order number and claim as the subject line (ex.UNC100000 Claim) with details of order issue. Our team will help you out from there.
Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") in US Domestic or Canada must be filed after 7 days (20 for other international countries) and within 30 days from the last checkpoint. All claims must be filed within 60 days of the order date. If your claim falls outside of then, you will not be eligible for a reorder or refund.
Please note that Uncle Studios is not responsible for uninsured orders that are lost, stolen or damaged in transit you are responsible for costs of replacement.
CAN I DO A RETURN?
We only do store credit or exchange. We do not offer refunds at this time. Please see our return portal here to start your process.
WHEN CAN I EXPECT MY REFUND/CREDIT?
It takes our warehouse 1-2 weeks to receive and process your refund. We'll send an email once the item for exchange has been received. You will receive your exchange as a credit note via email once we've received your item, which at that time you can use to place your next
WHAT IF MY ITEM IS DEFECTIVE OR INCORRECT?
If you've received a defective or incorrect item, please contact email@example.com with your order number and a photo of the damage or the wrong item you received. We'll make it right from there!
CAN I RETURN SALE ITEMS?
All sale and lifestyle items are final sale!
Back to US is a space to give a second life to lived-in Uncle pieces. Our community has the chance to send back Uncle pieces they were otherwise thinking of donating or tossing, and with some tender love and care, it's ready for its next home.
How do I send my item back?
After filling out the intake form, you will receive an email from us with your next steps. You will be responsible for shipping your lived-in piece Back to US. Shipping address and additional information will be found in the email. Please ship with the carrier of your choice and monitor the tracking information to ensure it makes its way Back to US. If you are shipping from the US, please mark it as a gift or return as we will not accept any packages that have any duties owing on it.
How will I receive credit and how much will I receive?
When sending your piece Back to US, you will need to include your email address inside the package. We will send you an email containing your gift card for 20% of the purchase price of the item. In addition, we will send you partial reimbursement of your shipping in the form of a flat rate fee. Canadian shippers will receive $10 USD extra, American shippers will receive $15 USD. For example, if you purchased something for $100 USD you will receive $20 USD in the form of a gift card and an additional flat rate shipping fee of $10/$15 for Canadian or American, respectively.
What can I send back?
Your items sent back must be Uncle pieces, past or present, and in repairable condition. If we receive items that are not Uncle or are unrepairable, we will donate these to a fabric recycling factory on your behalf but you will not receive any form of gift card back.
WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.
HOW DO YOU GET MY CONSENT?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at firstname.lastname@example.org
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall.
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
HOW DO I RETURN MY EMPTY QUIL BAG?
Returning your empty QUIL bag is easy! Pull out the prepaid return flap and ensure it's visible, fold up the bag and drop it into the nearest Canada Post mail box/ Need more info? Visit https://shopquil.com/pages/returns
HOW DO I RETURN MY PURCHASE IF IT CAME IN A QUIL BAG?
Your purchases need to be returned to our brand, directly. Please follow the return instructions we have provided. You can send your return bag using your QUIL bag. Please note, when closing your QUIL bag:
DO I GET A DISCOUNT FOR RETURNING MY QUIL BAG?
Yes! Here’s how: Email email@example.com with your name and a photo of you returning your QUIL bag. They will reply back with a unique discount code for 10% off your next purchase with us!
HOW IS A QUIL BAG BETTER FOR THE ENVIRONMENT?
Using a QUIL bag is the best option for the environment since it is virtually zero-waste and reduces the carbon footprint of packaging:
- Reduces up to ~96% of packaging waste (can be rused 20x)
- Saves ~60% of the CO2 after just 5x reuses
- After just 1x reuse, a QUIL bag is already a better optionf or our planet.
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