Refund Policy

Here are our refund and return policies. Please read the policies below and contact us with any questions. 

Need to change my order

Need to change the product: if you bought a product that you need changed, you have 24 hours to contact us with the change or cancellation. Please email support@pre-internet.com with the subject line: Order Change – Order #XXXXX. In the body, please state your name, order number, and the desired products.

Need to change the address: If you entered in the wrong address and need it to be changed, you have 24 hours to contact us with the change. Please email support@pre-internet.com with the subject line: Address Change – Order #XXXXX. In the body, please state your name, order number, and the address you need to add.

Please note: We will not be held liable for shipping an undesired product or to the wrong address if we are not contacted with changes within 24 hours.

Returns

We have a return policy of 30 days. If 30 days have gone by since you received your item (we track this by the date the tracking number says it was delivered), unfortunately we can’t offer you a refund. To be eligible for a return, your item must be unworn, unwashed, and in the same condition that you received it. The tag must still be on the product, or we cannot issue your refund.

Please note: You will be responsible for paying for your own shipping costs for returning your item. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-10 business days.

Order Cancellation

If for any reason you need to cancel your order before it is shipped, email us and we will refund you minus a $2 non-refundable processing fee that we are charged each time someone makes a transaction. 

Exchanges

We have an exchange policy of 30 days. If 30 days have gone by since you received your item (we track this by the date the tracking number says it was delivered), unfortunately we can’t offer you an exchange. To be eligible for an exchange, your item must be unworn, unwashed, and in the same condition that you received it. The tag must still be attached to the product.

To complete an exchange, please mail your product to the following address:
626 W Dickson St, Unit 3, Fayetteville, AR 7270. Please include a note saying the order number and what product(s) you would like and the size, if applicable. You have 30 days to exchange your product from the time you received it.

Please note: You will be responsible for paying for your own shipping costs for exchanging your item. Once your exchange is received and inspected, we will send you an email to notify you that we have received your exchanged item. We will also notify you of the approval or rejection of your exchange. If you are approved, we will email you with a new tracking number when we ship your exchange.


Damaged Products

Please email us within 14 days from when you received your order. Please email
support@pre-internet.com. In the subject line, please put “Damaged Product for
order #XXXXX.” In the body, please include a photo of the damaged product. From
there, we will go about the process of getting you a new item.

Received the wrong product

Please email us within 14 days from when you received your order. Please email
support@pre-internet.com. In the subject line, please put “Received the wrong
product for order #XXXXX. In the body, please include a photo of the incorrect product. From there, we will email you a return label. Once we receive the incorrect product, we will send you the correct product.

My order says it was delivered but I don’t have it—what happened?

By following the steps below, almost all of our customers track down their missing Pre-Internet packages. If you are still unable to receive your package after attempting the steps, email us and we will see what we can do: but please attempt these steps first. This may happen for a variety of reasons. Unfortunately, because tracking indicates that you did in fact receive our order, there isn't much we can do on our end. Here are the steps we recommend to customers trying to recover a missing package:

1. Contact your local post office and ask to speak to the post master, ask if they can speak with the mail carrier who delivers to your street. Ask him/her about the
package and the date it was marked as delivered—mail carriers are pretty good at
remembering packages on their routes!

2. Ask your local post office if they are holding the package for some reason.

3. Check with your neighbors to see if the package was accidentally delivered to their address

4. (This is the most important) Wait a couple of days. Some packages are mistakenly marked as delivered during the sorting process, when in fact they are still en route- we have seen this become a very common occurrence as of late.