FAQ

GENERAL

How Can I Contact Metal Umbrella Customer Support?

You may reach a Customer Service Representative at: support [at] metalumbrella [dot] com

We are open Monday - Friday 9am - 5pm CT excluding holidays and weekends. 

The product I want is sold out, will it be restocked?

Because each item in our collection is unique and limited, we will not be restocking certain items. Feel free to sign up on our newsletter to keep informed on upcoming collections and the latest updates!

Do you have a sizing chart? 

Different products have different sizing in regards to the fitting requirements. We usually state in the product description how the items fit. 

Our sizing charts can be found here

Please feel free to reach us at: support [at] metalumbrella [dot] com for advice on sizing.

Do you have kid’s sizing?

All our clothing is offered in adult sizing, though many products do include sizes down to XXS.

 

SHIPPING

Which couriers do you use? 

We use DHL with the “last mile” delivery service provider being USPS. 

Where are the orders shipped from?

Our products are shipped from our shipping partners' warehouse in California. 

When will my order ship?

*Due to the current circumstances, the shipping of your items may be delayed. Our fulfillment team and carriers are working hard to ensure orders are processed, fulfilled, and delivered as safely as possible.*

Standard orders are currently shipping out within 2-9 business days (weekends & holidays excluded). This means that your order will be dispatched from our warehouse in this timeframe, not delivered. 

As long as the order is placed before 12pm we aim to ship everything out the same day. 

Orders placed Monday to Friday before our shipping cut-off time of 12pm ET will be shipped the same day. All orders placed after the cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day.

All orders are subject to availability and credit authentication. During sale and holiday periods, additional processing time may be required.

Can I ship to multiple locations in one order?

If your order contains items that require shipping to multiple locations, you’ll need to place separate orders for each address. 

How can I track my package? 

Once an order has shipped, we'll send you an email with the tracking number. You may track the progress of your shipment by clicking the link in the email. Alternatively, you can create a Members Club account to track all your purchases from metal Umbrella.

If you have not received your tracking email, please contact us at support [at] metalumbrella [dot] com

My tracking says delivered, but I haven’t received my package

Metal Umbrella is not responsible for stolen or lost packages or packages sent to the wrong address. In the event that a package is lost or damaged during shipment, the customer is responsible for filling all claims with the mail carrier. 

How much does shipping cost?

Shipping rates are calculated at checkout and vary depending on the package's destination and weight. 

How long does shipping take?

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

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

Standard US delivery takes 2-9 business days* (excluding weekends and public holidays and processing time).

Expedited US delivery takes 1-5 business days* (excluding weekends and public holidays and processing time).

Standard international delivery takes 7-28 business days* (excluding weekends and public holidays and processing time).

Expedited international delivery takes 3-7 business days* (excluding weekends and public holidays and processing time).

I don’t see my country listed at check out, can you ship to my country?

We are working hard to expand the regions we are shipping to. In future collections, we hope to expand international shipping to other regions.

Factors that affect our ability to ship to certain countries include: Customs, shipping costs, and COVID-19 protocol put in place by customs and carriers.

What countries do you ship to?

Metal Umbrella ships standard international packages via DHL Shipping. The following is the list of international regions we offer standard shipping to: 

  • Australia
  • Canada
  • Germany
  • Great Britain/United Kingdom
  • Hong Kong
  • Israel
  • Japan
  • South Korea
  • Mexico
  • New Zealand
  • Singapore
  • Austria
  • Belgium
  • Bulgaria
  • Cyprus
  • Czechia
  • Denmark
  • Estonia
  • Spain
  • Finland
  • France
  • Greece
  • Croatia
  • Hungary
  • Ireland
  • Italy
  • Lithuania
  • Luxembourg
  • Latvia
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Sweden
  • Slovenia
  • Slovakia

Countries NOT listed above will have their orders shipped via USPS Priority Mail International.

Carriers can change at any time. All international shipments may be subject to additional duties, taxes and other customs fees based on the destination country's taxes. We have no control over this and are not responsible for any of these additional fees. Please allow additional time for International orders to arrive due to customs processing delays. We cannot guarantee delivery by a certain date as delays may occur that are out of our control. For holiday orders, please order early to allow time for processing and standard shipping.

International shipping cost is based on weight and value of goods, rates will vary.

Receiving countries may not have all shipping options available. All available shipping options will be presented to you when selecting shipping at checkout. We are unable to  change shipping options once your order has been placed. 

Can I see my order history?

We’ve made it really simple for you to keep track of all your purchases by joining our members club. View and track your order history, add and save multiple addresses, and payment methods for faster checkout, and create your own Metal Umbrella Wishlist; all in one convenient location.

To view your order history:

  1. Sign into your account and click "Order History".
  2. Click "View Order" in your order history.
  3. Click "Track Items" to get the tracking information for your order.

 It may take up to 72 hours for your tracking number to be updated. 

I put in the wrong address, can you change this?

If you believe you’ve entered the wrong address on your order, please reach out to support [at] metalumbrella [dot] com. We may be able to help if your order has not been dispatched, but there is no guarantee that orders will be redirected in time before being dispatched. 

Shipping restrictions:

For orders shipped to remote locations, we can reach your destination through Standard Shipping only. Please allow additional time for orders shipped to these addresses. We are happy to confirm that we do ship to PO boxes.

International shipping delay:

The following countries are experiencing scanning issues and have suspended written proof of delivery, which means scan data may not be accurate:

Australia, Bahrain, Canada, Colombia, Fiji, Hong Kong, Israel, Lithuania, Malaysia, Nepal, The Netherlands, New Zealand, Palestine, Russia, Saudi Arabia, Singapore, Slovenia, Sri Lanka, Thailand, and Vietnam.

Please monitor your tracking, and reach out to your local carrier for more information. 

Taxes & Duties:

Duty taxes may be applicable to orders delivered outside of the continental USA. The person receiving the shipment is legally obligated to pay Duty and VAT. Metal Umbrella is not responsible for paying duty or VAT charges due on delivery based on your territory of residence.

No additional duty charges will be applicable to shipments within North America. 

 

RETURNS

What is Your Returns & Refund Policy?

We want you to love your purchase, but if you are not completely satisfied, we gladly accept qualified returns by mail within 30 days of receipt. Exceptions are noted below. Returned items must be in original, unworn, and sealed condition with all their original tags. All returns are subject to inspection before a refund is processed. Returned items that do not meet the above criteria or that are damaged in transit back to us may not be refunded. Shipping and delivery fees are non-refundable.

Exceptions to our Return Policy include all Final Sale items, socks, hats, masks, and bandanas.

Refunds will be processed to the original payment method only. Once your returned item is received and inspected, you will be notified via email. Approved refund requests will be processed within 5-7 business days after approval. 

How do I return my item for a refund? 

We are happy to offer a refund on your item once it has been returned to us and completed the inspection process per our return policy *see above*

To begin the return process, please start here

Please include a return instruction message inside the package with the ORDER NUMBER / NAME AND REFUND REQUEST INSIDE THE PACKAGE. This will help speed up your return and refund. 

We recommend all shipments sent back to our fulfillment center are done so via a traceable carrier such as USPS, UPS, FedEx, or DHL. We are not responsible for packages not received if sent via a non-traceable carrier* 

Can I exchange an item?

Due to our rapidly changing inventory, we do not hold specific stock for exchanges. If you wish to exchange an item you may return your original purchase in accordance with our refund policy and then purchase a new item. 

I received a damaged product, what do I do?

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. Items that are received damaged/defective qualify for a refund, but items that are damaged after receipt do not. 

Issues that are not brought to our attention within 30 days of the original ship date will not qualify for a refund.  

Do you provide return labels for returned items?

Shipping costs, both of original purchases and returns, are non refundable and the customer is responsible for any fees associated with returning the package. 

I submitted my return online but have not received my refund

As soon as we get confirmation of your return’s arrival to our warehouse and it has been inspected according to our return policy, you will receive an email advising of the status of your return.

If approved, the refund request will be processed within 7 working days after approval. Funds will be available in your account within 3 to 5 business days (depending on your financial institution). An email confirmation of the refund will also be sent to the address provided.

Please note that your credit card company may take 5 days or more to return the payment back into your account. However, it can take 2 or 3 billing cycles for the refund to show up on your printed credit card statement. Please check with your credit card company before submitting an inquiry.