Frequently asked questions

Company Information

Orders

  • How do I know if my order went through?
    • You will receive a confirmation of your order at the conclusion of the order process. You will also receive an order confirmation email upon placing your order. When your order ships, you will also receive an email notification with tracking number (when available). You can track your package with the link in the email. .
  • Can I place multiple orders using the same promotion code?
    • Promotions are limited to 1 per family/address. Multiple orders placed with the same promotion code will be combined and processed with only a single promotion applied.

Shipping

  • How long will my order take to arrive?
    • Patience grasshopper. We provide a quick turnaround to all purchases. Orders will generally be shipped within 2 business days from when you place your order. Transit time depends on the shipping method choose when checking out.
  • What if I need my order fast? Can I pay for expedited shipping?
    • Yes. We aren’t the most patient when we want something either so we’re happy to get your order to you faster. That’s why we provide UPS next-day air, UPS 2nd-day air and UPS 3-day select, UPS 3-5 business days, so your purchase can get to you ASAP.[Express shipping must be selected before 10:00am EST to have your order delivered the following business day.
  • Where do you ship from?
    • All shipments are sent directly from our store in Brooklyn, 129 Ditmas Ave.
  • How do I change or cancel my order?
    • It’s easy and painless. You can modify or cancel your order buy email at orders@doubleheaderusa.com, or by calling us at 1-718-438-4625 (M-T: 11am - 5pm EST.
  • Do you ship to Canada?
    • We most certainly do. Standard shipping will be fulfilled via Canada Post. Standard shipping, you can expect your goods one to three weeks after your order is fulfilled.
  • Why doesn't my tracking number work?
    • Sometimes, the shipping carriers take up to 24 hours to display tracking information on the web. If you still have any questions, feel free to contact us by e-mail or phone.

Payments & Returns

  • How do I know that my online purchase is secure?
    • DoubleHeaderUSA.com uses an encrypted SSL, which keeps your information secure while you’re making your purchase.
  • What payment methods does Double Header accept?
    • We do like to get paid, so we accept, Visa, MasterCard, and American Express.
  • Why has my payment failed?
    • There are many reasons payment errors can occur and several steps you can take to resolve potential issues. Please review your personal credit card information to verify that everything has been entered correctly. You could also try a different credit card or payment method. If problems persist, please contact your bank, as it is possible your account lacks insufficient funds or has been flagged for security reasons. For any other issues or questions, please contact our customer care representatives.
  • What is your return policy?
    • Not satisfied with your purchase? No problem. We’ll provide a full refund of your order within 30 days of purchase. For refund requests, simply email us at orders@doubleheaderusa.com and we’ll take care of your return. Returns are accepted within 30 days of purchase for any items that have been unworn, unwashed and unaltered. Refunds will be made in the form of original payment. The best way to avoid disappointment is to check your measurements with our online size chart to make sure you're ordering the right size. If you have any questions about the fit of a particular style, our Style Techs will be happy to help you. For refund requests, simply email us at orders@doubleheaderusa.com and we’ll take care of your return. All items must be returned in their original packaging, unworn, with original tags and labels attached. Additionally, all hosiery must be returned unopened. Opened packaged are non-returnable. No returns or exchanged on sale items No returns or exchanges on surprise shells or skirts All returns must be accompanied with an receipt. Blankets, Yarmulkas, Clearance, Sale items and Shipping Fees are non refundable nor can be exchanged. We will not process returns or exchanges without prior authorization from our Customer Service department.
  • How do I return or exchange an item?
    • To return item[s] please get prior authorization by emailing us orders@doubleheaderusa.com and we will send you a email with instructions on how to return and where to send it to, and include that email RMA we will send you in your return package. Exchanges, We can wait till we receive your original item[s] and you will include what you want to exchange it for, then we will send you what you want to exchange it for.
  • When will I receive my exchanged item?
    • If you request an exchange, we will proceed with sending you the exchanged product(s) as soon as we have received the returned goods in our fulfillment center. Depending on your location, this can take up to 7-10 business days. Please keep in mind if the item that you request is out of stock, it may take longer for your exchange to ship out. We’ll do our best to get it sent out to you as soon as possible! You can also let us know if you’d prefer to cancel this item or exchange it for an alternate item that is available on the website.