Broken Bells Custom

If you are ordering a Custom vest, jacket, or outfit please order in advance. The only items that are readily able to ship out are the Vintage Style Tees, These Ready-to-Ship Customs, and any items Under $20.

Processing Policy

PLEASE NOTE that the shipping time is not the processing time!

Your order is custom-made and takes typically 1-3 days to make for standard listed items, and the timeline varies for Custom Request Orders which is a specialized order process. The important thing to note is that all Customs are made in the order that they are received in! If there are 30 people in front of you, then we will make those 30 orders before we get to yours, to be as fair as possible.

We do understand though, that you may want your Custom for a specific event. We recognize dates that you mention in your order notes, and work towards getting your Custom to you by the specified date as long as it is ordered at least five weeks before the specified date. In order for this to be valid, you have to mention this date in your order notes when you make the initial order. 

If you find yourself in a bind and need your Custom soon but didn't leave your specified date in your order notes (5 weeks in advance), we can work with you to get your Custom to you sooner. You will need to pay an urgency fee in order to have us make your Custom sooner (since we'll have to work overtime and bump you up as well). We work Mon-Fri and sometimes on weekends. This is the most fair method that we have found works out for everyone. Thank you for your understanding, and please know that only one set of hands is physically making these special items for you to cherish.

You can email us at inquire@thunderstompthreadz.com to ask any questions on when your order is estimated to arrive.

Shipping Policy

Cost for shipping will be included in your final total. Items will be shipped no later than within 150 days of purchase unless otherwise specified in your processing time or agreed upon with the buyer through conversation. Remember, these items are hand made and custom!
Shipping may be upgraded if desired at checkout. Standard domestic shipping is between 1-7 days on average, but will vary based upon which shipping method you choose at checkout. International shipping typically takes between 5-21 days, but this varies and is dependent upon the shipping carrier. Please note that any listed shipping timeframes begin after the processing period, which is the time that it takes to custom-make your item.

Email us at inquire@thunderstompthreadz.com with any questions you may have.

Returns
Our policy lasts 3 days. If 3 days have gone by since your purchase has been received, we can’t offer you a refund or exchange. Subject to change under ThunderStomp Threadz decision. We have this strict policy because we are a custom-made business.

We will accept returns within 3 DAYS of you receiving your order. Package tracking history will confirm the delivery date you received your order. The customer will incur the shipping cost plus shipping insurance fee [to return the order back to us] deducted from their refund. For domestic orders, this may be a cost of somewhere around $17 total. The shipping cost varies according to the locations, service, and discretion of ThunderStomp Threadz.

Shipping a Return
The return address for any returned items is: ThunderStomp Threadz, PO BOX 2835, MONROE, NC 28111, United States. Address subject to change under ThunderStomp Threadz discretion.

The shipping cost plus shipping insurance fee for returning your order will be deducted from your refund amount. Shipping costs are non-refundable. We will send an invoice to the customer via email along with a shipping label to print out. This invoice simply covers the one-way shipping plus insurance back to us. The item must be in its original packaging to be accepted for a return. Example: Embroidered jackets/vests need to be secured inside the eco clear bag then inserted into the Thunderbox and taped securely.

If you are exchanging your item, you'll only need to pay the small Exchange Fee (see Exchanges section), and no other shipping costs will be applied. 

Our standard practice is to deduct the return shipping costs from your refund and send you the return label to print out for your convenience. If you prefer to buy your own shipping label to send a return back to us, please let us know via email and be aware of the following:

If you are shipping an item over $75, you should consider using a trackable shipping service like USPS Priority or UPS and purchasing shipping insurance. We don’t guarantee that we will receive your returned item. If the item is lost in transit when you are shipping a return item via your own shipping method, we are not held responsible. Shipping insurance is highly recommended for your peace of mind.

Return Validity
*Refunds and returns are not valid for items that are customized, on sale, have been worn, or damaged (we know if you wear it to a concert and then wash it). If you attempt to return a worn or damaged item, we will send it back to you, and you will receive no discount code or refund for your shipping costs incurred. Subject to change under the discretion of ThunderStomp Threadz.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days or via PayPal payment.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. (See Exchange section).

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 3 days after delivery

Refunds (if applicable)

For standard listed orders that have not been shipped yet, a refund may be permitted if the item creation has not been started or if the order has been pending for 150 days or more. We are a hand made business. Special exclusions are subject to the discretion of ThunderStomp Threadz. Refunds do not apply to Custom Request Deposits or Exchange Fees. If you need to cancel your standard listed order for a refund (if applicable), please reach out to us at inquire@thunderstompthreadz.com

If returning item(s), we will approve or deny refunds within 5 DAYS of receiving your item(s). The customer will have the shipping cost plus shipping insurance fee [to return it back to us] deducted from their refund (see Returns, Returns Validity, and Shipping a Return sections for more information).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days or via PayPal payment.

*Refunds are not valid for items that are customized, on sale, have been worn, or damaged (we know if you wear it to a concert and then wash it okay!). If you attempt to return a worn or damaged item, we will send it back to you, and you will receive no discount code or refund. Subject to change under the discretion of ThunderStomp Threadz.

Refund of Sale and Customized items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Customized items can not be refunded. Subject to change under the discretion of ThunderStomp Threadz.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at inquire@thunderstompthreadz.com.

Insurance Claims on Returned Items

In the rare event that returned item(s) have been updated as received/delivered on tracking information, but cannot be located by ThunderStomp Threadz, then the shipping insurance purchaser will need to file an insurance claim.

In the event of an insurance claim if ThunderStomp Threadz purchased the shipping label plus insurance, then ThunderStomp Threadz will file the claim through the applicable service. It is then the responsibility of ThunderStomp Threadz to refund the customer for the amount of the returned item(s) minus the shipping cost and shipping insurance fee upon resolution of the insurance claim. The average timeframe for insurance claim resolution is typically around 10 business days through most services. 

In the event of an insurance claim if the customer purchased the shipping label plus insurance through their own methods, then the customer will file the claim through the applicable service. It is then the responsibility of the customer to follow up on the resolution of the insurance claim. No refunds will be given by ThunderStomp Threadz in this event. The average timeframe for insurance claim resolution is typically around 10 business days through most services. 

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Exchanges (if applicable)
We only replace items if they are defective, damaged, or simply do not fit the customer because of a mistake on our part. Checking the size before you place your order is always advised, and failure to do so is not a permittable reason for an exchange. Subject to change under ThunderStomp Threadz decision.
WE WILL ACCEPT INQUIRIES FOR EXCHANGES under the qualifying reasons listed above IF EMAILED BY THE CUSTOMER WITHIN 7 DAYS AFTER ITEM IS DELIVERED. THE ITEM MUST THEN BE SHIPPED BACK TO US WITHIN 7-10 DAYS OF DELIVERY in its original packaging.

*The customer will pay the Exchange Fee of $15 for domestic orders to exchange their item. If the customer is international, the Exchange Fee is subject to change according to ThunderStomp Threadz discretion. We will send an invoice to the customer along with a shipping label to print out. This fee simply covers the one-way shipping back to us. We will cover the shipping cost to get your newly replaced item to you. The item must be in its original packaging to be accepted for an exchange.

If you need to exchange your purchase for a corrected version, send us an email at inquire@thunderstompthreadz.com 

Exchange of Sale and Customized items (if applicable)
Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged. Customized items can not be exchanged. Subject to change under the discretion of ThunderStomp Threadz.

Insurance Claims on Exchanged Items

In the rare event that exchanged item(s) have been updated as received/delivered on tracking information, but cannot be located by ThunderStomp Threadz, then the shipping insurance purchaser will need to file an insurance claim.

In the event of an insurance claim if ThunderStomp Threadz purchased the shipping label plus insurance, then ThunderStomp Threadz will file the claim through the applicable service. It is then the responsibility of ThunderStomp Threadz to continue with the replacement of the item(s) upon resolution of the insurance claim. The average timeframe for insurance claim resolution is typically around 10 business days through most services. The $15 Exchange Fee is non-refundable.

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Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate (excluding the original shipping cost paid if applicable) will be mailed to you via email.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver's original payment method and they will find out about your return. Please see the Return section to make sure your order is eligible for a return.