Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Welcome to the OBNB FAQ. We've gathered answers to some of the most common questions about ordering, sizing, production, shipping, returns, and caring for your OBNB products.

ORDERS

How do I know my order was received?

After successfully placing your order, you should receive an order confirmation at the email address provided during checkout.

If you don't see it, check your spam or junk folder first.

If you still cannot locate your confirmation, contact us and provide the name and email address used for your order.

Can I change or cancel my order after placing it?

We begin processing orders as quickly as possible.

Because many OBNB products are produced specifically after an order is placed, changes or cancellations may only be possible during a very limited processing window.

Contact us immediately if you need assistance. We cannot guarantee that an order can be changed or canceled once production has begun.

Can I change my shipping address?

If your order has not entered production or shipment processing, we may be able to update it.

Once an order has shipped, we cannot guarantee that the delivery address can be changed.

PRODUCTS & SIZING

How do I choose the right size?

Visit our Size Guide for general sizing information.

Because OBNB offers products from different manufacturers and production partners, individual garments may fit differently.

When a product-specific size chart appears on a product page, use that chart as your primary sizing reference.

Are OBNB products true to size?

Most products follow standard sizing, but fit can vary depending on the garment.

We recommend reviewing the individual product description and size chart before ordering.

If you prefer an oversized fit, you may want to size up.

Will colors look exactly the same in person?

We work hard to represent product colors accurately.

However, colors may appear slightly different depending on your phone, computer, tablet, screen settings, garment material, printing process, and lighting.

Small variations are normal and are not considered defects.

PRODUCTION

Are OBNB products made to order?

Many OBNB products are produced after your order is placed.

Made-to-order production allows us to offer more designs, collections, colors, and sizes while reducing unnecessary inventory and waste.

Why does my order need production time before shipping?

Production time and shipping time are two separate stages.

Your item must first be created, inspected, and prepared for shipment. Once your package leaves the production facility, shipping transit begins.

Will all of my items arrive together?

Not always.

If your order contains products fulfilled by different production facilities or partners, your items may arrive in separate packages.

You will receive available tracking information as each shipment is processed.

There is normally no additional shipping charge simply because an order is divided into multiple packages.

SHIPPING

How long does shipping take?

Delivery time consists of: Production time + shipping transit time.

Estimated delivery windows may vary based on the product, destination, production facility, shipping method, holidays, weather, carrier delays, and order volume.

Whenever available, estimated delivery information will be shown during checkout or provided with your order updates.

How can I track my order?

Once tracking becomes available, you should receive a shipping confirmation containing your tracking information.

Please allow time for the carrier's tracking system to update after the shipping label is created.

What if my tracking says delivered but I don't have my package?

Check around your delivery location.
Ask household members or neighbors if they received it.
Check with your building office, front desk, mailroom, or package locker if applicable.
Allow a short period for carrier tracking systems to synchronize with the actual delivery.

If the package still cannot be located, contact the shipping carrier and then contact us so we can help determine the appropriate next step.

What happens if I entered the wrong address?

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you discover an error, contact us immediately.

Once an order enters fulfillment or has been shipped, we cannot guarantee address corrections, rerouting, replacement, or reimbursement.

RETURNS, EXCHANGES & ORDER ISSUES

Can I return or exchange an item?

Return and exchange eligibility depends on the circumstances surrounding the order and our current Return & Refund Policy.

Because many products are created specifically for each customer after an order is placed, we encourage you to carefully review product descriptions and sizing information before completing your purchase.

Please review our Return & Refund Policy for complete terms.

What if I receive a damaged, defective, or incorrect product?

Your order number
A description of the issue
Clear photos showing the product
Clear photos showing the affected or incorrect area
A photo of the packaging or shipping label when relevant

We'll review the issue and determine the appropriate resolution.

What if I ordered the wrong size?

Please review our Return & Refund Policy.

Because made-to-order products are created specifically for your order, selecting an incorrect size does not automatically qualify an item for replacement or refund.

We strongly recommend using our Size Guide and any product-specific sizing information before purchasing.

PRODUCT CARE

How should I wash my OBNB apparel?

Always follow the care instructions provided with your garment. For most printed apparel, we generally recommend:

Machine wash cold
Wash inside out
Use similar colors
Use mild detergent
Avoid bleach unless specifically permitted
Tumble dry low or air dry when possible
Do not iron directly over printed artwork

Proper care can help preserve the garment and artwork.

PAYMENTS & CHECKOUT

What payment methods do you accept?

Available payment methods will appear securely during Shopify checkout and may vary by customer location and device.

Is checkout secure?

Yes. Payments are processed through Shopify's secure checkout infrastructure and supported payment providers.

OBNB does not directly receive or store your full payment-card information.

Can I use more than one discount code?

Discount-code rules vary by promotion. Some discounts may be combined while others cannot. Shopify will automatically apply the eligibility rules associated with each offer during checkout.

COLLECTIONS & AVAILABILITY

Why do some products or collections have limited availability?

Certain OBNB products may be seasonal, limited-release, collection-exclusive, or available only while specific garments or materials remain available through our production partners.

Will sold-out products come back?

Some will. Some won't.

Restocks and rereleases depend on product availability, collection strategy, production capability, and demand.

When something speaks to you, don't assume it'll always be there.

CONTACT & SUPPORT

How do I contact OBNB?

Use the Contact Us page on our website for customer support.

When contacting us about an existing order, please include your order number whenever possible so we can assist you more efficiently.

When should I expect a response?

We answer customer inquiries as quickly as possible during normal business operations.

Response times may be longer during weekends, holidays, major launches, promotions, or periods of unusually high order volume.

Please avoid sending multiple messages about the same issue, as this can make it harder to process requests efficiently.

STILL HAVE A QUESTION?

We're here to help. Visit our Contact Us page and send us your question.

OBNB — Born to Be Different. Built to Own It.