Frequently Asked Questions

 

How long will it take for me to receive my order?

Please note: Some items may be listed as PREORDER and will not ship until a later date (as listed on the products’ description page)

Orders are processed Monday through Friday during regular business hours. We do not process or ship out orders on Saturdays, Sundays, or holidays.

Our made-to-order items, as listed on the product’s description page, can take between 6-8 weeks to be shipped and delivered from our vendor.

Once your order has shipped and left our fulfillment center, you will receive a shipping confirmation email with tracking information and an estimated date of delivery.

Issues with my items (not what I expected, no longer want/need, wrong size, etc.) can I exchange/return it?

We are currently unable to process exchanges. In order to receive an item in a different size, color or style, a new order must be placed. A return must be processed in order to receive a refund for your initial order. For more information regarding returns and exchanges, please refer to our return policy here.

If there is an error on our part in regards to your shipment (different from what you originally placed) or if there is an item defect, we will be happy to work with you to make sure that you receive a new or corrected item in it’s place.

Am I able to return or exchange items that I bought on sale or clearance?

All items purchased on clearance are FINAL SALE and not eligible for returns or exchanges. No price adjustments to previous purchases.

Exception: If you’ve received an item that was damaged or was different than what is listed in your order, please email us at mavs.shop@dallasmavs.com. We are happy to accommodate any issues in a case-by-case basis.

I never received order confirmation – did my order go through?

Depending on the information you provided when placing your order, you will receive a confirmation email or text message after it is successfully placed. Once you receive an order confirmation email with an order number (Ex. DM24814), then your order has gone through and is being processed for fulfillment.

If you have yet to receive an order confirmation shortly after placing your order, we ask that you please check your spam folder first. If you are still unable to locate an order confirmation, please email us and we will be happy to help!

Why was my card charged twice?

Often, credit card companies place an authorization charge on the card when initially placing an order. This authorization charge has not been paid out to DallasMavs.Shop. Typically, the authorization charge is released by your card’s issuing bank between 3-5 business days after the initial charge. If your card still shows being charged twice by DallasMavs.Shop on your recent billing statement, please reach out to us so that we can further look into your issue. 

Can I change my shipping address after my order has been confirmed?

In the case that your order has yet to be shipped, you are able to change the shipping address to a similar designated address (i.e. domestic shipping addresses can only be changed to another domestic address). Please note that we do this as a courtesy to our customers, and we may not be able to fulfill every request.

Can I place my order over the phone?

To ensure our customer’s protection, we cannot accept any payment information over the phone. Therefore, DallasMavs.Shop orders may not be placed outside of our website.

I live close the AAC, can I just pick my items up there?

Due to our usage of multiple warehouse inventories, we are currently unable to facilitate in-store pickups. However, before going through with an online order, you are always welcome to reach out to The Hangar Victory Park for inquiries regarding item availability and the possibility of arranging an in-store pick up.

Not all the items from my order shipped, where is the rest?

Web orders may be fulfilled from multiple shipping origins (including out-of-state vendor warehouses). If you receive a partial shipment, do not worry! You will receive additional tracking information once the remaining items from your order have shipped.

 

My package status shows “delivered” but I have not gotten it – what do I do?

If your tracking information lists your shipment as delivered, we highly recommend checking any immediate areas located nearby the designated shipping address: mailboxes, garage, leasing office, neighbors, or anyone else who may have signed/picked up the package on your behalf.

We highly advise our customers to check their shipment’s status online via tracking number to ensure there are no special instructions or new updates listed.

We are unable to file claims on “delivered” shipments. Therefore, you would need to file a claim with the associated carrier with your order (links provided below). We are happy to provide you with any order information that helps facilitate this process. 

UPS:  https://www.ups.com/us/en/help-center/claims-support.page

USPS:  https://www.usps.com/help/claims.htm

DHL:  http://www.dhl-usa.com/en/express/resource_center/claims.html 

Are there recommended size charts?

Yes! Please visit our size chart page here for reference. Please note, these are general suggestions! 

Can I use my Hangar Store Gift Card for online purchases?

Unfortunately, Hangar Store Gift Cards are not supported on DallasMavs.Shop at this time; however, we are working towards a solution. Stay tuned! 

I returned my item – when can I expect to receive the money back to my account?

In order to ensure a safe, documented delivery, we do ask that you submit all returns via our issued prepaid, traceable labels. Once your return has arrived at our fulfillment center, please allow 3-5 business days to process your return(s). Once your refund has been issued on our end, please allow between 3-5 business days for your bank to deposit the return amount back to your account.

 

Why was my bulk order cancelled?

We reserve the right to cancel or not process any orders of suspected resellers.

INTERNATIONAL SALES: 

Due to complexities with duties, taxes, and high shipping rates, all international sales are FINAL. No returns or exchanges. 

Are duties and taxes included in shipping costs for international customers?

Duties and taxes are not included in the international shipping rate. The customer is responsible for the payment for any of these additional charges incurred to receive their order.

 

GENERAL SHIPPING INFORMATION
ORIGIN	DELIVERY METHOD	EST. SHIPPING TIME	IF ORDER IS PLACED BY
Domestic	UPS Ground	3-5 full business days for in-stock items	12pm CST Monday – Friday
	UPS 2nd Day Air	1-2 full business days for in-stock items
	UPS Next Day Air	Following business day for in-stock items
	UPS Next Day Air Early
International	DHL Express	Varies depending on country. May take up to 6-8 weeks upon arrival.

 

 

For any additional questions or concerns, please contact DallasMavs.Shop Customer Service by emailing us at mavs.shop@dallasmavs.com