DELIVERY & SHIPPING 

 *04/01/2020 NOTE: DUE TO THE WORLDWIDE COVID-19 OUTBREAK ORDERS MAY BE DELAYED.

*ORDERS COULD SEE DELIVERY DELAYS. OUR CARRIERS CAN'T GUARANTEE EXPRESS AND OVERNIGHT DELIVERY AT THE MOMENT. 

Shipping is free to the United States for orders with 2 or more shirts.  A flat rate of $3.75 will be charged for single shirt orders.  International shipping is available for a flat rate of $25.00 per order. We typically ship orders within 24 hours, but please allow up to seven days for your package to ship. There is potential for shipping delays during peak seasons, holidays and new/limited releases. We ship via USPS. Shipping usually takes 3-5 days, but can take as long as 14-21 business days for delivery. The USPS picks up packages daily, but the process of picking up, transporting, scanning, and shipping takes time.    

COUNTERVAIL (Countervail-Concepts) is NOT responsible for stolen or lost packages, packages sent to the wrong address, or for refunding or replacing packages in these cases. The customer is responsible for filing all claims.
 
ORDER ISSUES

 If there are any issues with your order please contact us by email immediately, so that we can make any necessary changes BEFORE it ships.

Please include your order #, as well as a detailed explanation of the requested changes in your email. 

If there is an issue with your order/items AFTER you receive them send us  an email within 7 days of receipt of the package. Please include your order #, as well as a detailed explanation of the issue (and any relevant photos), in your email. 

We do not currently handle order issues through Facebook or Instagram.

 Our email address is; 

 WASHING AND CARE

COUNTERVAIL garments are hand-printed. To help extend the life & protect the quality of the product we suggest washing garments inside out on machine wash cold, with a water temp not exceeding 30°C or 65–80°F. It is recommended to use non-chlorine bleach if needed. (Rinsing in a mountain stream will also work). Tumble dry low or drip dry. Do not iron or dry clean the garments. Garments that are 100% cotton may shrink when machine dried.   

RETURNS AND EXCHANGES 

We appreciate your business and strive to keep our customers 100% satisfied. If, for any reason, you are not satisfied with your purchase we will try and make it right. Returns are addressed on a "case by case" per item basis. There are varying service fees for returned items (these fees cover restocking, labor, packaging, and other fees we pay upfront and are typically no more than 20% of the total purchase price. 

 On the occasion that a return/exchange is necessary we will honor and address reasonable expectations/ issues when they arise.

If you wish to make a return or exchange, please contact us via email  PRIOR to sending back your items. The email must include your original order #, the reason for return/exchange, and the item(s) requested for exchange.
 
COUNTERVAIL does not process returns or exchanges through Facebook or Instagram.
 
If the situation meets the requirements for an exchange/refund, we will issue a " Customer control number" that you must include  with the Return/Exchange items. Orders WITHOUT  the Customer control number will not be processed. We do not cover shipping costs for returns/exchanges. Please allow at least 7 business days for us to process a return. 
 
We inspect all of our products prior to shipping, but if there is a defect in your item, please contact us by e-mail, within 7 days of receipt to work on a replacement. You must include a photo of the issue/defect in your e-mail.  
  • No exchanges or refunds without a Customer Control Number.
  • Customer Control Numbers expire in 30 days of issuance.
  • No returns, replacements or exchanges after 30 days from purchase date.
  • We do not accept returns on laundered, or previously worn clothing. 
  • Returns will not be accepted on items that show obvious signs of wear or are not in the condition in which it was received.
  • We accept only one return/exchange per original order #.
  • We do not offer "store credit" on returns or exchanges.
  • No returns or exchanges on free/promotional items or stickers.
  • Please make sure the item you are returning; 
    • has not been worn or washed
    • is clean and ready for restock  
    • is in the original packaging 
  • Please verify the size and color of the item prior to placing your order. Once your order is submitted you indicate an agreement to COUNTERVAIL'S return/exchange policy.

 If you have any issues (not covered on this page), please contact us so that we can resolve the issue as soon as possible.