Order processing
Orders placed before 1:00 PM ET on a business day are usually picked and packed the same day. Orders placed after that cut-off, on a weekend or on a US public holiday are processed on the next business day. Our studio ships Monday through Friday.
You will receive an order confirmation as soon as payment is approved, and a separate shipping confirmation with tracking when your parcel leaves the studio.
Note: During new collection launches, processing can take an extra 1–2 business days. We will email you if your order is affected.
Rates & delivery
All orders ship from New York. Delivery estimates start when the carrier receives your parcel, not when the order is placed.
| Service | Estimated delivery | Cost |
|---|---|---|
| Standard (US) | 3–7 business days | $6.95 |
| Express (US) | 2–3 business days | $14.95 |
| Standard, orders over $75 | 3–7 business days | Free |
The free shipping threshold is calculated on the merchandise subtotal after discounts and before tax. Upgrading to Express does not change processing time.
Where we ship
We ship to all 48 contiguous US states. Alaska, Hawaii and Puerto Rico are served by Standard shipping with an estimated 5–9 business days in transit.
We do not ship to PO boxes for Express orders, or to APO/FPO addresses at this time. International shipping is not yet available; join our email list and we will announce new regions there first.
Tracking
Every parcel ships with a tracking number, emailed to the address on your order within 24 hours of dispatch. Tracking can take up to 24 hours to show its first scan after the label is created.
If tracking has not updated for more than five business days, email us with your order number and we will open a trace with the carrier.
Delays & lost parcels
Carrier delays can happen during peak periods, severe weather or high parcel volumes. If your estimated delivery window has passed, allow two additional business days before contacting us.
- If tracking shows delivered but the parcel is missing, check with neighbours and your building’s mail area first.
- If a parcel is confirmed lost by the carrier, we will send a replacement or refund the order in full.
- Report a missing parcel within 30 days of the shipping date so we can file a claim.
Address changes
We can change a shipping address while an order is still in processing. Email [email protected] with your order number and the corrected address as soon as possible.
Once a parcel is with the carrier we cannot redirect it. If an order is returned to us because of an incorrect address, we will contact you to arrange reshipment; a second shipping charge may apply.
Contact
Questions about a shipment? Email [email protected] or call +1 212-555-6789. We reply within one business day, Monday to Friday.
Mailing address
Trailsurge
89 Fifth Ave, Floor 12
New York, NY 10001
United States
Phone: +1 212-555-6789
Still have a question? Our team answers every email within one business day.