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.
Did you get an email with your tracking info?
Yes? Check that on your email.
No? It hasn't been shipped yet. Please be patient, I promise we don't screw people over and not ship your order! We ALWAYS ship, just sometimes shit happens and some products take longer. Love you!
"Tracking isn't updating!"
Be patient, we're in the middle of the world ending, if Amazon Prime takes over a week then don't expect us to be half as fast. We can't afford robots to pack our stuff.......yet......
Call USPS, Canada Post or FedEx to get updates
Unfortunately once the order is out our door it is in their hands, you have to follow through with them, which I know sucks but that's where things are at during the end of the world.
Any questions? (Besides, where's my order?)
We are definitely always here to help, please email firstname.lastname@example.org
Finally, don't email with a shitty attitude as we have instructed our staff that if they are disrespected they can give it right back! We are very sorry USPS and Canada Post are backed up right now but that is no reason to treat our amazing staff like crap. We do not stand for that shit! Thank you and we love you so much!! We greatly appreciate the support and love you have shown us over the years!!
You have the options of choosing from Express shipping (2-3 BUSINESS day shipping) or Standard Shipping (7-10 business days). We are located in Canada, so depending on your location your shipping costs may vary.
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 door step.
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 received a damaged item and can provide us a photo of the damage with the hang tag still in place (if applicable) Troll Co. Clothing will cover the costs to ship you the replacement.
We can exchange the 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).
See our Exchanges and Returns section below for more information.
Yes we do! Find out more on our Supporting Our Troops page.
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.
Requirements for an Exchange/Return/Refund:
• Items must be unworn, still have packaging and tags on (if applicable)
• All returns must be reported within 30 days of the delivery date.
• Merchandise must be unwashed and unworn.
• Hang tags, if included, must be attached and undamaged.
• DO NOT send item back before contacting us and receiving an Return Authorization Email.
• All garments are subject to inspection. We do not want your pet hair or last night’s dinner on any merchandise you send back to us. Come on, that’s just gross and we obviously can’t re-sell that or grant you an exchange/return.
• Returns/Exchanges must be sent within 7 days of receiving the Return Authorization Email (RAE) from our customer service team.
Submitting an Exchange / Return/ Refund
Prior to sending an exchange or return back to our facility, please e-mail email@example.com with the following information to receive a Return Authorization Email (RAE):
• Name on order
• Email on order
• Date order was placed
• Order #
• Reason for Return
Once you have received an RAE reply back from us you can select the shipping company of your choice to ship* your exchange/return back to us. We will email you a notification upon arrival of your package to us.
Please allow up to 5 business days within us receiving your return for your request to be processed.
On the commercial invoice under the category “Purpose of Shipment:" put “Repair and Return.” This helps in the shipping process and will help keep your shipping costs down.
*All customers are responsible for return shipping costs.
Please note that we are located in Canada and international customers are responsible for shipping duties and other local importation fees.
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.