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Frequently as Questions


ORDERING QUESTIONS

I tried to place an order but my payment did not go through. However, I checked my credit card statement and I see a pending charge from the store. What happened?

This is a common issue that happens to many customers. If you did not get an Order confirmation email, that means your order did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and that charge will disappear and the money will go back on your card.

 

I keep getting an error that says, “Zip code does not match billing address.” Why is that?

For your order to go through, you must provide us with the zip-code of where you receive your credit card statements. If you supply the wrong zip-code, you order will not go through.

 If you received this error message but you were still charged on your credit card, that means your order actually did not go through. The pending charge on your credit or debit card just means that our system attempted to charge your card. Please give it 48 hours and that charge will disappear and the money will go back on your card.

 

RETURNS AND EXCHANGES QUESTIONS

How to do a return or an exchange?

We accept returns and exchanges on all their orders as long as the item is in its original and sell-able condition. We accept exchanges up to 60 days after purchasing the item. All seasonal items will have a 30% restocking fee if returned. We only accept items in their original, new condition.

In order to return an item please mail it back to the address below along with your packing slip and a hand-written message that states if you would like to return or exchange the item. For exchanges, please write the color and size you would like to exchange the item for.

Wassabi Merch
9420 Lurline Ave Ste B
Chatsworth, CA 91311

Once we receive your package back, please give us 1 week for us to process your return and exchange.

Note: For all returns and exchanges, the customer is responsible for paying for the shipping in order to send the product back to us. We will cover the shipping in order to send the product back to you if you get an exchange. Also the shipping amount paid is also not refunded when an item is returned.  

 

SHOPPING QUESTIONS

 How quickly do you process and ship your orders?

We take pride in their shipping speed. 90% of all orders are shipped out within 1-2 business days! We do not ship orders over the weekend. Any orders placed on the weekends or the holidays will be shipped on the following business day.

Note: Due to the high volume of orders during the Holidays and any sales events, please expect 10-15 additional days for your orders to be shipped.

How can I track my order status?

Once an order is placed, there will be an email sent to each customer with the tracking number and instructions on how to track the order after your order has been shipped. Note: Please give the tracking number 24-48 hours to update. 


How long will it take for my order to arrive?

After your order has been shipped, arrival times on all orders depend on what shipping method was chosen.

 Domestic shipping:

USPS Priority Mail Express

1    Business day

USPS Priority Mail              

2-3 Business days        

USPS First Class Mail         

4-5 Business days      

 

International Shipping:

USPS Priority Mail Intl

5- 15 Business days depending on the country

USPS First Class Mail Intl

2-5 weeks depending on the country.

 

 

Do International orders have to pay custom fees?

We have no control over custom fees and they vary from country to country. Customers are responsible for paying all custom fees. 

 

How to contact us?

If you have any questions about your order, please feel free to call (818) 206-8736 or email us at shopwassabi@gmail.com. We are open from Mon-Fri from 10am to 5pm PST.

 

What are your customer support hours?

We are open Monday-Friday 10am - 5pm PST excluding holidays.

Is your ordering system secure?

Yes we have a very secure ordering system.

 

What payment methods can I use?

We accept all major credit cards and also PayPal.

 

How to do a return or an exchange?

We accept returns and exchanges on all their orders as long as the item is in its original and sell-able condition. We accept exchanges up to 60 days after purchasing the item. All seasonal items will have a 30% restocking fee if returned. We only accept items in their original, new condition.

In order to return an item please mail it back to the address below along with your packing slip and a hand-written message that states if you would like to return or exchange the item. For exchanges, please write the color and size you would like to exchange the item for.

Wassabi Merch
9420 Lurline Ave Ste B, 
Chatsworth, CA 91311

Once we receive your package back, please give us 1 week for us to process your return and exchange.

 

I just placed an order but I would like to cancel it. How can I do that?

We will try our best to cancel your order but unfortunately, sometimes orders are already in the shipping pipeline and there is no way for us to cancel your order. Cancellation requests are best done over the phone. Email cancellations will not be honored. Please give us a call in order for us to help you with the cancellation. Cancellation requests are best done immediately after placing an order.

 

GEAR & APPAREL QUESTIONS

How often do you restock your apparel?

We restock our apparel depending on the individual items. Please follow Alex Wassabi's Vlogs to stay up to date on restocks and launches.

 

Do you have a sizing chart?

Different products have different sizing in regards to the fitting required. We usually state in the product description how the items fit. Please feel free to call us at (818) 206-8736 for advice on sizing.

 

How to do a return or an exchange?

We accept returns and exchanges on all their orders as long as the item is in its original and sell-able condition. We accept exchanges up to 60 days after purchasing the item. All seasonal items will have a 30% restocking fee if returned. We only accept items in their original, new condition.

In order to return an item please mail it back to the address below along with your packing slip and a hand-written message that states if you would like to return or exchange the item. For exchanges, please write the color and size you would like to exchange the item for.

Wassabi Merch
9420 Lurline Ave Ste B, 
Chatsworth, CA 91311

Once we receive your package back, please give us 1-2 weeks for us to process your return and exchange.