FAQ

Customer Service

Our customer service desk and warehouse hours are 9 am to 5 pm PST, Monday to Friday. Please note that we are closed on weekends and holidays. Our customer service email address is support@ballobrand.com  

When will my order arrive?

Our warehouse may take up to two business days to process in-stock orders before being shipped. 

Some of our releases are preorders and this is typically noted on the product page and/or checkout page. 

Our warehouse is closed on weekends and holidays, and orders are only processed on weekdays. 

Domestic orders typically arrive within three to five business days from when they leave our warehouse. 

You’ll receive an email with your tracking number when your order ships.

The shipping method for free shipping orders is at warehouse discretion. 

International Shipping / Customs Fees for Online Orders

International orders (outside the continental USA) may be subject to import duties and taxes, which are levied once your package reaches your country. Unfortunately, we are unable to estimate VAT, duties, and taxes. 

Please be aware that these duties and taxes are the customer’s responsibility and are beyond our control. We advise that you contact your local customs office for information on these charges should you have any questions.

Customers are responsible for all import duties and taxes when ordering outside of the United States. Any Packages returned due to customs fee not paid, will be refunded minus the cost of shipping only once we receive the items back.

International Delayed, Missing, or Lost Packages

Once a package arrives in the destination country, we are unable to offer refunds for missing or lost packages. 

We will not refund any customer whose order did not arrive due to an incorrect shipping address provided to us. We can only refund if the package arrives back to us as a return to sender shipment. 

International shipment and customs delays are possible and unavoidable from our end. If your customs office is slow or backed up, particularly during the holidays, these delays are out of our control. 

What if my items arrive damaged or defective? 

If your order arrives damaged or defective, please email us a description of the problem and photos within 48 hours of receipt of your order and we will ship you a replacement.

What if my item doesn't fit?

If we made a mistake and you did not receive the product or size that you ordered, please notify support@ballobrand.com with your order number, a photo of the packing slip included with your shipment, and we will ship you the correct item.

If you received the item that you ordered, but decide later that you need a different size, please email us for a return authorization (RMA #) within 30 days of receipt and ship the item back to us with the RMA # clearly noted. You will have to pay for shipping the item back to us, but we will pay to ship the new item out to you. 

Please note that sale items are final sale and cannot be refunded or exchanged unless defective.

What if I want to return something for a refund?

Online orders may be returned for a refund within 30 days of receipt. 

Please email support@ballobrand.com for return instructions and to request an RMA # for your return. Please ensure that RMA # is clearly labeled on the outside of your package. Returns or exchanges will not be accepted without a valid RMA #.

We do not refund original shipping costs.

Exchanges and returned items must be in unworn condition, with all original tags and stickers. 

Please note that sale items are final sale and cannot be refunded or exchanged unless defective.

Price Matching and Sale Refunds

Please note that sale items are final sale and cannot be refunded or exchanged unless defective.

We do not offer price matching for our own products. Unfortunately, we are unable to refund the price difference or apply discount codes retroactively to previous orders that were placed before a sale.