FAQ
-Where do I direct a question about an online order?
If you have a question about an online order, including information about doing a return/exchange, adjusting a shipping address, order cancellation, receiving wrong item, etc. Please send an email to orders@problemgear.com and please allow 48 HRs for someone to get back to you. Please include your name (or the name on the order) and the order number assigned to your order.
-How quickly does my order ship once I place it?
We ship out orders Monday-Friday every week. Orders are generally sent out within 48 hours of you placing. If we are unable to ship in that time frame due to a back order or any other issue you will be contacted ASAP. Please allow up to 72 hours for orders to ship during special online sales events (ie. Record Store Day, Black Friday, Parking Lot Sale, etc), and during the Holiday Peak Time.
-How do I know when my order will arrive?
When you place your order you are automatically sent an email to the address you include with your order. In that email you will find a link for tracking your order to check its status. Please note that link is not active until the shipping carrier picks it up. So allow 24-48 hours for the link to be active.
-What is your Store Return Policy?
If you need to return something and you are certain it fits the above criteria please send the item back to (PLEASE INCLUDE THE ORIGINAL PG PACKING SLIP):
Problem Gear Clothing
Attn: Returns
PO Box 22123
Tampa, FL 33622
-What is your Online Exchange Policy?
We do accept returns, but the item must be in its original condition (ie. Unworn, Unwashed, Unopened, etc.) Before sending your product back we ask you send an email to orders@problemgear.comto explain the reason for the exchange and what it is you would like to exchange the item for. The PG Team will respond with details and then prompt you to send your item(s) back (some exceptions might apply).
Problem Gear Clothing
Attn: Exchanges
PO Box 22123
Tampa, FL 33622
-What are your Holiday Hours?
It's true… we do take a few days off work here and there. Here is our basic holiday schedule:
New Years Day - CLOSED
Easter - CLOSED
Memorial Day - 11 am - 4pm
4th of July - CLOSED
Labor Day - CLOSED
Thanksgiving - CLOSED
Christmas Eve - 11 am - 3 pm
Christmas Day - CLOSED
New Years Eve – 11 am - 3 pm
-How do Pre Orders work?
Pre Orders are one of our store specialties, particularly with our Limited Edition releases. Most often our pre orders include exclusive items only available at ProblemGear.com. These range from autographed items, exclusive bonus items, or bundle options with T Shirts and/or Hoodies that are not on sale anywhere elsewhere.
In terms of shipping, if you make an order with a pre order item then ALL items in that order will not ship until the pre order shipping date (this info and ship date is always reflected on the pre order item page). If you don't want to wait on the shipping for your non-pre order items, then you should make a separate order for those items.
-What are you Online Shipping Options?
We offer a variety of shipping options. For shipping carriers we offer USPS (Express, Priority and First Class), FedEx (Express and Ground options) and UPS (Express and Ground Options).
Before you place your order in the checkout process you will have the option to chose your preferred shipping method and see the calculated cost once you have provided your shipping/billing information.
-What are your International Shipping Options?
YES, we ship all over the beautiful planet earth and love our international customers!
Please be advised each country has their own custom/duty laws, so in some cases additional duty charges may apply upon receipt. These fees are not imposed or controlled by Problem Gear and are the sole responsibility of the customer. Please reach out to your local shipping carriers or Customs officer for more details about Import Duty Fees. You can also seek out some Duty Calculator’s online that could prove useful as well.
For international orders we do recommend you use USPS Priority Mail, FedEx, or UPS in shipping for the best results.
-Can I sell my product in the store?
In the past we have had a consignment program in the store, but in recent times the solicited product has greatly increased as the general demand has decreased. That in mind, we are not currently looking to open up new consignment accounts. However, we still pay attention to items that are in demand from our customer base, so if you have something you want to solicit for consignment you can send an email to info@problemgear.com with information, as well as a photo, about your product. If it is music please include a link to listen.
-What is Problem Gear's connection to We A Problem Artists?
Problem Gear is the official We A Problem artists and label retailer & online store and is owned and operated by The Next Phase Entertainment LLC.
The staff of TNPE currently manages the Problem Gear online store. The site is updated, as new merchandise, clothing and/or releases are available.
-What does Problem Gear do about Unclaimed Packages?
As sad as it may sound, sometimes we ship orders and they are returned back to us. This is generally due to a mistake being made when someone enters their address, someone moving before the order ships (in the case in a pre order), and/or other unknown possibilities.
When this happens, once we receive the package we will email you to verify a correct address and to resend your package. If we do not get a response to our email within 30 Days we will automatically refund you for your order.