Customer FAQ — Shipping, Sizing & Returns

Find answers about ordering from Krush Velvet. For help with an order, email support@krushvelvet.com and include your order number.

When will my order ship?

Regular, non-pre-order merchandise is generally processed for shipment within 2–5 business days, excluding weekends and holidays. Product-specific processing or production estimates take precedence. Processing is separate from carrier delivery time.

Eligible Built for the Grown — First Access Drop pre-orders are estimated to dispatch within 7–14 calendar days after purchase. This is an estimated shipping window, not a guaranteed delivery date. Read the Shipping & Pre-Order Fulfillment Policy for full details.

How long does delivery take after shipment?

Standard domestic carrier delivery is generally estimated at 3–7 business days after shipment, depending on destination and service. Allow additional time for order processing or production. Available rates and services appear at checkout.

Where do you ship?

We currently accept online orders for eligible delivery destinations within the United States. International checkout is not currently offered under our standard selling configuration. Shipping options depend on your delivery address and the items in your order.

How do pre-order payments work?

Eligible full-payment pre-orders are charged in full at checkout. They are one-time purchases, not recurring subscriptions. An order confirmation means your order was received; it does not mean the item has shipped or entered production.

Can I cancel a pre-order?

Contact us promptly before production begins. Email support@krushvelvet.com with the subject PRE-ORDER CANCELLATION REQUEST, your order number, the name on the order, and the items you wish to cancel.

For cancellation purposes, production begins when our fulfillment provider accepts the order for manufacturing. Eligible pre-production cancellations receive a full refund to the original payment method. Voluntary changes may be restricted after manufacturing begins; applicable cancellation and refund rights still apply. See the Pre-Order Cancellation Policy.

How do I track my order?

Shipment confirmation and tracking information are emailed when your order ships and tracking is available. Tracking updates may take up to 24 hours after the carrier receives the shipment. If your order appears delayed, lost, or marked delivered but cannot be found, email our support team with your order number.

How do I choose my size?

Fit varies by product. Check the fit notes and any size chart on the individual product page. Read whether a chart shows body measurements or garment measurements; flat half-width measurements are not full circumferences. For help before ordering, email support with the product name and your sizing question.

How do returns and exchanges work?

Eligible return requests must be submitted within 14 calendar days after delivery. Merchandise must meet the return conditions, including being unworn, unwashed, unused, and accompanied by proof of purchase or an order number. Email support before mailing anything back so we can provide return instructions.

Automatic direct exchanges for discretionary size, color, or style changes are not currently offered. Eligible items can be returned according to the policy, and a separate order placed for a replacement. Review the Return, Refund & Pre-Order Policy for eligibility, exclusions, shipping charges, and refund details.

What if my item arrives damaged or incorrect?

Email support@krushvelvet.com promptly with your order number, a description of the issue, and photos when available. We will review the issue and arrange the appropriate remedy under our policies and applicable law.

These answers summarize our current policies. Please review the linked policies and product-specific information before purchase.