Frequently ASKED Questions

  • HOW LONG DOES SHIPPING TAKE?

    Our hours of operation for both shipping and customer service are Monday through Friday, 8 a.m. to 5 p.m. PST, excluding weekends and major USA holidays. Orders will ship 1­-2 business day after you order. This does not include the time spent in transit.

    *NOTE: during new releases, holidays, etc. there can be an additional 2-4 business days of processing time.

    Transit times will vary based upon a few different conditions, including but not limited to:

    - Total distance between us and you
    - Whether your parcel is a domestic (Continental USA) or international (everywhere else) shipment
    - What delivery method you select

    Any inquiries regarding the exact location of your package should be made to the carrier directly. Checking the tracking number provided in your Shipment Confirmation is usually the best way to check. Our customer service agents only have as much information as can be seen by you through your tracking number. 

  • HOW MUCH DOES SHIPPING COST?

    All shipping rates will vary depending on a few different factors, some of which include:

    * Domestic vs International shipments
    * Total weight of package
    * Selected shipping method


    We ARE NOT RESPONSIBLE for ANY fees required by customs for any reason. All shipping fees we require will be clearly shown to you alongside the service and estimated transit time upon checkout.

  • WHAT IS YOUR REFUND/EXCHANGE POLICY?

    Return/Exchange Address:
    30 Day Return Policy.


    To initiate a Return, visit our Returns Portal. Have your Order Number and email address ready.

    We currently do not accept returns for International Orders.  We do not accept any returns or exchanges on items that have been washed, worn, or appear to have been damaged by the customer.
    Any defective or damaged merchandise must be reported to our customer service team before returning so we can handle the situation on a case by case basis. Undergarments including bras, boxers, and other intimates are FINAL SALE and NOT eligible for return/exchange.

    Please make sure you check this list to make sure your return and refund get processed quickly:

    * Add the correct returned items to the package
    * Write your Order Number and RMA Number clearly on the outside of the package
    * If possible, also include the original packing slip.

    Original Order Shipping Cost is NOT refundable.
    Returns will be charged for the Return Shipping Label.


    Once your return shipment reaches our facility, our customer service team will contact you to confirm the return or exchange. If a return is requested, the customer service team member will process the refund for the full amount of the item and any applicable tax (MINUS SHIPPING FEES) back onto the original payment method. The return/exchange process can take anywhere from 7-10 business days. At any time during that process our customer service team will be there to help answer questions.

    We do not currently offer direct exchanges. If you need to make an exchange, please place a new order on the website for the desired item(s).

    For faster processing, updating refund information, or any other inquiry not listed here, please email sisterssupport@mad-merch.com

  • WHERE IS SISTERS LOCATED?

    All of our products are designed by James Charles in beautiful, sunny Los Angeles! Our warehouse (where we send out all of our fun products) is also located in Los Angeles.

  • HOW DO I CROP MY HOODIE?

    For the moment, we don't offer cropped hoodies - but stay tuned! In the mean time, we think the best spot to cut your Sisters Repeating Hoodies is along the line just above the second "SISTERS" logo from the bottom. We find this makes the perfect cut!

  • HOW DO I MAKE SURE I BUY THE RIGHT SIZE?

    We've created a super helpful sizing guide that you should check before making a purchase by clicking here.