How can we help?

Shipping & Tracking

Do you ship in other countries than US?

For the moment we only ship to U.S. Territories and Canada. Standard shipping to Canada is $5.95.  All non-U.S. orders may be subject to customs fees that are out of our control. These customs fees are processed by the Canadian government and chosen at their discretion.

How much does shipping cost?

For orders under $30 the shipping fee is a flat fee of $4.95 but check out for more offers to come!

How long does shipping take?

In most of the cases, you may receive your package within 3-7 business days of the shipping date to a U.S. address. However, due to Covid-19 newly applied safety measures and other conditions beyond our control, the delivery can occasionally result in delays.

I cannot access any tracking information. Is my order lost?

Over the past few months, due to Covid-19 the shipping carriers encountered more demand than usually. It resulted in a number of different types of delays. We’ve had several reports of tracking info never updating, or rarely updating, and the package suddenly showing up at the address.  Rest assured, your order should be delivered soon

Do You Ship To P.O. Boxes/Apo/Fpo/Dpo?

Yes, we ship to p.o. boxes/apo/fpo/dpo via UPS Mail Innovations. Please note that if you need to return/exchange orders shipped to an apo/fpo address, they are ineligible for a complimentary return label. 

How Do I Track My Order?

 When your order ships, we will contact you with a shipping confirmation and tracking information. You can [track_link] or in you account under Order History. Just select the order you would like to track and click on the "Track Package" button

What If I Didn't Receive My Tracking Email?

First, check your spam/junk folder. A shipping confirmation with your tracking number will be sent to the email address you provided as soon as your order is shipped.  If you are unable to locate your tracking email, you can use the dedicated tracking page and search by your email address and zipcode.

How fast can I expect my order?

First, check your spam/junk folder. A shipping confirmation with your tracking number will be sent to the email address you provided as soon as your order is shipped.  If you are unable to locate your tracking email, you can use the dedicated tracking page and search by your email address and zipcode.

Why am I getting a refund while I was expecting my order?

Sometimes on seasonal holidays and due to our new various safety measures, our warehouse may be a bit backed up and we don’t want you to wait too long for your order. You may replace the order at any time as this issue is not happening on a daily basis. 

Why is my order still processing after more than 3 days?

We usually ship out orders within 1-2 business days. However, in 2020  we’ve implemented many safety measures in our warehouse to protect our staff and the fulfilled orders. For this reason, some orders are sometimes affected by processing delays.

My order is still unfulfilled, will it be shipped soon?

We’re currently working on shipping it as fast as we can. Your order should ship out in the next few business days and once it does, you’ll receive an email with the tracking details. 

Exchanges & Returns

What Is your Exchange & Return Policy?

Exchanges & Returns are easy and convenient! Free tracking is included for all addresses within the U.S.  Final sale items are not eligible for returns. A $5.95 restocking fee applies per returned order. This particular policy applies to all US orders. Please contact our helpdesk via the contact form and request your return label. 

For International returns please contact us for more details. 

Can I exchange or return a tried on item?

The items must be sent back in their new, unworn condition within 30 days of delivery, with the tags attached. The items can be only tried on (preferably over a pair of shorts), but not washed or worn prior to the return, otherwise they will not be accepted.

How can I return an item?

To process a return, you just need to contact our helpdesk and request your return label. Print your pre-paid Return Label and affix to your the package. Make sure to cover or remove any original shipping information.

How long does it take to process a return?

Returns are typically processed within 30 days when you drop the package in the mail. You will be refunded once the return gets processed by our warehouses.

Can I return your products that I purchased from another online store or I received as a gift?

Unfortunately, if we don't have access to the original order we cannot send you a return label.

Account information

How can I unsubscribe from the newsletter?

You need to scroll down at the end of any email received from Sustainabl and just press the underlined "unsubscribe here". 

What do I do if my login/username/password is not working?

Please verify if you haven’t logged in on our website using one of your social media accounts. If it’s still not working, please contact customer service for assistance. 


I didn’t receive my refund; how much longer do I have to wait?

Reimbursement of funds will be allocated back to the original form of payment used for purchase. We will be sure that you will receive a separate email once your refund will initiate.

Does your company take FSA cards for purchases on the website?

At this time we do not have the ability to process FSA cards on our website. Should this change in the future we will definitely share this with all who are subscribed to our mailing list. You may use the receipt from the purchase to file a claim for reimbursement with your FSA provider. Be sure to confirm this was your provider before making a purchase. 

What Kind Of Payment Methods Do You Accept?

We accept the following payment methods: Visa, Mastercard, Amex, Discover, Paypal, Google Pay, Apple Pay.

Order information

My discount code is not working, what can I do to still take advantage of the offer ?

You may need to verify if there is no other active discount code automatically applied to your order. Also, you may check the availability of the discount code as many of them are for 1-time use only.

How can I update my order?

Once an order has begun processing, we are unable to make any changes to it. This includes updates to shipping information as well as product selections. Please be sure to carefully review your order before submitting it.

How do I cancel an order?

At this time we cannot guarantee cancellation of orders.

Why is my order on hold?

You may be contacted via email for verification as all orders are subject to review. The sooner you get back to us, the sooner we can ship out your order.

Shop Pay Installments

What's the option to pay in installments with Shop Pay?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments with Shop Pay allows you to split your purchase into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

Which payment methods are accepted if I use the option to pay in installments with Shop Pay?

The Shop Pay installments option is available for debit and credit cards.

Are there late fees?

Nope—no late fees, even if you miss a scheduled payment.

What if I make a return on a purchase made through installments with Shop Pay?

If we process a refund, the refunded amount will be returned to your original payment method within 3–10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3–10 business days.

Have more questions?

For questions about installment payments with Shop Pay, visit

For questions about Shop Pay or the Shop App, visit

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