FAQS
ORDER
Is this an official Silverstein store?
Yes, this store is completely owned by Silverstein, and managed and maintained by our new fulfillment partners at Overcast Merch.
I had an issue with an order from the previous company, who do I contact?
In an effort to give you the most seamless experience, please Contact Us so that we can help resolve the issue for you.
Can I cancel my order?
All sales are final, and we are unable to offer refunds at this time.
Do you offer exchanges?
Exchanges are dependent on current stock levels and item(s) purchased. Please respond to your order confirmation email for any exchange inquiries, or contact us at silverstein@overcastmerch.com. The cost of shipping for the exchange will be the customer's responsibility.
Can I update my address?
Yes, as long as your order has not already shipped! Please respond to your order confirmation email or contact us with your name, order number, and updated shipping address as soon as possible. Once your order leaves our warehouse we are unable to make any changes.
SHIPPING
Where do you ship to?
We ship worldwide from the US!
How long will it take my order to ship?
Usually around 3 - 5 business days. If you ordered multiple items, your order will be held until the entire order is ready to ship.
Handling time does not include time in transit and is regardless of shipping method chosen at checkout.
What if my package is lost or stolen?
We are not responsible for any packages that are lost, stolen or damaged after it leaves our warehouse. However, please contact us with your issue and we'll do our very best to help you come to a solution!
I'm an international customer...why is my shipping so expensive?
We're glad you asked! For years, too many customers have had their packages held at customs offices waiting for unpaid duties, or gotten a surprise bill from the carrier before they released the package to our fans. We have moved to minimize that issue by shipping everything here Duties and Taxes Prepaid. When you came to our site, you should have been greeted from our Zonos widget, which tells you the duties and taxes rules and limits for your specific country. At checkout you are charged shipping, plus the duties and taxes that your country's customs office has requested so that the package can pass through uninterrupted, making it a quicker delivery time for you, and far less hassle. If you have any questions about this, don't hesitate to ask!
What Happens if My Package is Returned to Sender?
Customer is responsible for the costs of re-shipping if the package gets returned due to an incorrect or incomplete address.
Why do I need Route Package Protection?
Route offers you “peace of mind” package protection for your order, to fully protect your package in the event that it is lost, damaged or stolen during shipping. We highly recommend this affordable option, as we are not able to refund orders or cover re-shipping costs.