Please take a moment to read our FAQs to see if they can answer your questions or concerns.
If you have any questions regarding an order please feel free to email our online customer service department.
Our customer service hours are Monday- Friday 8:00am to 4:00pm MST. Please allow up to 24 hours for a response to an inquiry. Emails sent during non-office hours will be handled on our next business day.
Below are the 4 stages of your shipment! This information will be displayed with your tracking number.
Label Created, Not Yet in System = your item is at our facility, has not been picked up by the carrier.
Pre-Shipment, Awaiting Item= your item has been picked up by the carrier and is heading to their sorting facility for processing.
In Transit= your item is now on its way to you!
Delivered = your item has arrived!
Did you get an email with your tracking info?
Yes? Please check your email.
No? It hasn’t shipped yet. Please be patient, we ALWAYS ship.
You will be emailed a notification within 24 hours with your tracking number so you can easily follow your package all the way to your doorstep.
How long will it take before I receive my order?
As we use USPS to ship our orders, it may take anywhere from 2-5 business days for US and Canadian addresses while for all other countries, it may take up to 7-20 business days. While we make every effort to ship all orders within that time frame, processing delays outside of our control may occur and unfortunately, we cannot make guarantees on shipping dates. This is the time frame it takes to leave our facility, once it is scanned you will receive a tracking number so you will be able to track it right to your door.
** COVID-19 SHIPPING NOTICE **
Due to USPS delays caused by the ongoing global pandemic, transit times may be longer than usual. These delays are beyond our control and we appreciate your understanding in advance.
Yes! We ship worldwide. Once packages reach their destination country, they are handed over to the country’s local postal service for final deliver. Keep in mind that international orders can take up 7-21 days to be delivered.
If you need to make a change to your shipping address, we will do our best to accommodate you; however, processing times begins immediately and there may be instances where your shipping label has been created and cannot be changed. If this is the case, please contact USPS with your tracking number to have your package rerouted. Please put ADDRESS CHANGE in the subject line to help us identify your request faster.
Can you redirect an order to a different address?
We are unable to redirect orders to an alternate address once your order has been sent.
If the postal service or customer requires a product to be re-routed at any point there will be a $15 standard rerouting fee applied. The exception to this is if you contact us prior to shipment we will try our best to change the address. However, please note we are known to break speed records with how quick we get our orders out the door!
If you have been notified of your order returning to sender, please monitor your tracking number until it states that your package has been successful returned to us. Once tracking confirms that your package has been sent back, please notify us immediately at firstname.lastname@example.org with your order number, so we can begin the process of reshipping your order.
It’s possible that
1) the tracking link was updated by the shipping carrier prematurely
2) your package is hidden around your mailbox or building. Carriers have a tendency to leave packages in hidden places, for the safety of the goods, if they’re unable to deliver to you directly.
Please have a thorough look around and/or contact USPS to try to locate your package.
If you have sufficient reasoning to believe your package has been misplaced by USPS, please contact USP directly and file a USPS lost claim here:
You can also contact email@example.com with your order number and the USPS Case Code so we can assist you further. Troll Co. Clothing is not responsible for damaged, lost, or stolen packages; however, we will try our best to make sure the carrier locates your package.
Where is my order?
Route Refunds vs Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
What are Route’s Policies?
Marked As Delivered (Stolen)
Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered Orders over $100 USD require a police reportIssues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order dateIssues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout.
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.
When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at ( YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
How do I file a shipping issue for my lost, stolen or damaged order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here.
Haven’t downloaded the app yet? Download here
Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges may be calculated on the total value of merchandise and will be displayed on the Order Summary page.
If you are ordering outside of the United States or Canada, your order may be subject to additional duties or taxes before delivery. These charges are the responsibility of the customer and our store will not reimburse you for these charges.
International Duties and Taxes
For shipments outside of the United States or Canada, your country has the right to impose local taxes, duties, or additional brokerage fees. The fee varies by country and we are unable to calculate this in advance. Troll Co. Clothing is not responsible for the payment of this fee.
If your order contains multiple items, we may split shipping into multiple packages. The customer will be responsible for the custom fees and taxes for each shipment.
International Bank Fees
Our store is hosted by Shopify in Canada. Depending on your Credit Card Company or Bank, you may be subjected to a small international charge in addition to the fees for your products. These charges are solely the responsibility of your bank and we are not responsible for refund or reimbursement. Please contact your bank for further inquiry.
We do take a variety of cards however some may not work with our payment platform. Always check that your billing address and zip/postal code are the correct ones associated with your credit card when completing your payment. Sometimes, if these details are incorrect, the payment will not go through. Please try re-entering or correcting your billing information, then the payment details, and see if it processes.
If you are making your purchase from outside of Canada or the United States, it may be considered an international transaction by your card issuer and subject to foreign transaction fees or even blocked from making a purchase altogether. If this happens, please call your card issuer to verify your card is eligible for foreign purchases and if there are any additional fees involved.Provide the answer to the question here.
What is Afterpay?
Afterpay is a service that allows you to make purchases now and pay for them in 4 payments made every 2 weeks without any interest.
How do I use Afterpay?
Simply shop online or in-store (where available) and add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase.
It’s that easy!
Please note that all items in your shopping bag must be eligible for Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.
Where can I use Afterpay?
Afterpay can only be applied to purchases made on the retailer website or in-store (where available).
How does the payment schedule work?
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
You can log in to your Afterpay account to view your payment schedule and make a payment before
the due date if you choose to do so.
Where can I find common questions about payments?
Check out the Afterpay Payments FAQ.
When will my items be delivered if I use Afterpay?
Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.
Visit the retailer’s shipping page for more information.
Is there a limit to how much I can spend on a single transaction?
Yes, transaction value limits apply to purchases made on the retailer website using Afterpay.
What products are not eligible for purchase using Afterpay?
Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.
How do I return or exchange an item purchased using Afterpay?
If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.
If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at firstname.lastname@example.org.
Where can I find out more about Afterpay?
If you have any questions about your Afterpay account, please contact Afterpay directly via a web form
Please be sure to enter any applicable promo codes at checkout. If you do not enter, it can not be reversed.
Due to the high volume of orders we will not be adjusting prices/discounts after orders are placed. Taxes, shipping and handling fees are excluded from any discount.
Codes can not be combined with other discount codes and some offers.
To initiate a return or exchange, please click on the following link: http://trollcoclothingcom.returnscenter.com and provide the necessary information needed to support your request. Please note that some items may be a FINAL sale and are not eligible for an exchange or refund. All shipping costs are the responsibility of the customer.
Requirements for an Exchange/Return/Refund:
• Items must be unwashed, unworn, still have packaging and tags on (if applicable)
• All returns must be reported within 30 days of purchase.
• ALL garments are subject to inspection. We do NOT want your pet hair, last night’s dinner, deodorant on any merchandise you send back to us.
We can exchange an item for anything of equal or lesser value (from any category) that is still shown as available on our website in your desired size (if lesser, a refund will be issued).
• We do not offer price adjustments if items are further reduced after purchase date.
If you purchased a product in a store that carries Troll Co. apparel, you will have to follow that store's return/exchange policy. We will not accept returns online if you originally purchased it from a retailer.
We strive to create durable and quality products. Occasionally some minor imperfections occur. If this is the case, please wash your product with traditional detergents/stain removers. If the imperfections remain after washing, please email email@example.com and include:
Your order number:
Name on order:
Email the order was entered with:
A clear photograph demonstrating the quality of the damaged area, after it has been washed:
If you have received a damaged, defective or incorrect item please email firstname.lastname@example.org and include:
Your order number:
Name on order:
Email the order was entered with:
Most importantly, please always include clear pictures of the defective, damaged area. In the instance of wrong size please clearly show the size received. We will use the information to help you with your order and eliminate future errors.
This policy lasts 30 days after the tracking status shows delivered. If 30 days have gone by since your purchase was delivered, then we unfortunately cannot offer you a refund or exchange.
Yes we do! Find out more on our Supporting Our Troops page.
Become a member and earn Payday Points & exclusive perks. You can earn rewards through a variety of ways. Click here for more information. Cash in or save up!
If you would like to access your account information, login to your account and your points balance will appear on your account page below your order history.
You will then be able to update information and check your points balance as well as redeem points. Please contact email@example.com with any questions or concerns.
To manage your subscriptions, use the login button at the top right of our page to enter your account. Once logged in, preferences can be edited from there. As always if you have any questions or concerns, please contact firstname.lastname@example.org
Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees or expiry dates. Click here to purchase.
Don’t miss out on an item you’ve been eyeing. On our website choose the item you’re interested in, there is an option to be notified by email when the item is back in stock.
FR clothing is specially designed to self-extinguish within seconds after the source of ignition is removed - thereby limiting the worker's degree of burns, and body burn percentage. FR fabrics are not flame proof; however, they are specially designed to be flame-resistant. If there is direct slag is thrown for a long period of time it will burn.