FAQ
Thank you for visiting our shop! If you have any more questions please do not hesitate to contact us at help@atsevenstudio.com
If your email is bounced back or not answered after 2 days, please DM on instagram @atsevenstudio !
For the latest, current processing time, please refer to announcement at the top of the website.
How long does shipping take?
- Clothes & tote bags:
- US: 3-6 business days
- Canada: 10-16 business days
- Everywhere else: 15-30 business days
- Accessories (keychains, bookmarks, stickers):
- US: 2-4 weeks
- Canada: 2-4 weeks
- Asia: 1-2 weeks
- Everywhere else: 2-4 weeks
- You may need to pick the package up at the post office if delivery was unsuccessful (the post office couldn't find your house, no one was home, etc)
- IMPORTANT (for accessories)
- in my experience, packages usually arrive within 2-3 weeks, or up to 4 weeks during peak season (Eg. Christmas, December). If your package does not arrive by week 3, PLEASE call and ask your local post office if they are holding the package! Read our policy for more details.
- You can choose tracked shipping during check out to receive faster shipping with better tracking, you can track your package on USPS' official site.
- For untracked packages: According to the Hong Kong Post Office, major destinations such as the US, Australia, Canada have stopped scanning and updating tracking information for registered packages. Tracking is NOT reliable which is why we recommend asking your post office directly after 2-3 weeks, then contact us through email help@atsevenstudio.com
My order hasn't arrived, what do I do?
- For clothes: packages are shipped with tracking. Check the tracking to see where it is. If it hasn't updated or is updating unusually slowly, contact us for help through email or contact the courier directly with your package number. US orders are usually shipped through USPS, international orders through ASCENDIA.
- For Accessories: packages are registered but tracking is not reliable for US, Canada, Australia orders unfortunately because local couriers don't always scan international packages.
- Order is missing 3 weeks after shipment: call your local post office directly and ask them with the package number. Package number can be found in your shipping update email or order page. Check spam/promotions inbox to find.
- If your local post office does not have record of the package, please email us (help@atsevenstudio.com), we will file an inquiry for the post office to track the package down since the package is registered.
- If the package is at your local post office, you may need to schedule another delivery yourself with the post office or pick it up.
- If the package is lost, we will send you a replacement ASAP, or a refund if you prefer.
My tracking hasn't updated in a long while, where is my order?
- Check shipping times above to see if the delivery is on track. If not:
- for clothes: please contact the courier first with your package number (USPS for US orders, ASCENDIA or DHL for most international orders), you will see the courier for your order on the tracking page.
- for accessories: tracking for US, Canada, Australia, etc orders often MAY NOT update at all once it leaves Hong Kong, because post offices overseas don't provide reliable tracking for international packages. Please check shipping times to see if the delivery is late. Read response for the FAQ above!
What is Processing Time?
Processing time is the time it takes for your order to be processed, made, and packed, it does not include the time it takes for your order to be shipped to you. All processing and shipping times are included in the product description.
Processing time is 5-10 business days
Processing time may increase if we have a higher than usual amount of orders, and the most updated processing time will be shown in the announcement bar, at the top of the site.
Do you ship internationally?
Yes! We ship to most countries BUT certain countries have restricted deliveries due to COVID19. We ship our packages mostly through USPS, you can check if packages can be shipped from the US to your country here .
Please understand there may be shipping delays due to COVID19 in many countries. We are also not responsible for any additional taxes or customs your country requires, or any shipping delays due to customs. You can refer to our Refund & Shipping Policy for more information.
What are your shipping prices?
Shipping prices are calculated automatically by Shopify and our courier service. Unfortunately, we have no control over shipping prices and will continue to try and find ways to lower them. Due to COVID19, there has been a significant increase in both shipping prices and time.
Please make sure your shipping information is correct. We are not responsible for any lost packages due to incorrect information or unpaid customs fees. Thank you for your consideration. You can refer to our Refund & Shipping Policy for more information.
What sizes do you offer?
Sizes offered vary from product to product due to stock options, please refer to a particular product itself. Size charts are always included in the product descriptions.
Usually, we offer S through 2XL for most items, and up to 5XL for certain items. If your size is not offered for an item you would like to purchase, please email us at help@atsevenstudio.com and we'll try our best to help!
Can I return/ cancel/ change my order?
Currently we do not accept any returns or exchanges in the case of buyer's remorse, wrong size/item ordered. If you would like to cancel or change your order, please do so within 3 hours of your purchase by emailing us at help@atsevenstudio.com
Please understand that we try out best to process your order as fast as possible which means that after the specified 3 hours, your order is finalised and might already be in production. Each shirt/sweatshirt is printed to order, and production is usually finished within hours. In that case, we will be unable to change or cancel your order.
You can refer to our Refund & Shipping Policy for more information.