Frequently asked questions! Here you'll find answers to some of the questions we see most commonly.
How do I contact customer service?
Please email help@americanapipedream.com for any returns, exchanges or customer service-related inquiries. We typically respond within 24 hours during business days, or unless your inquiry is submitted on a weekend. We are a small business and appreciate your patience.
Do you ship internationally?
Yes! We ship to most countries. Please be aware of any duties or other regulations that may apply to shipments being imported to your country, and that you may be charged by your government, broker or carrier. Duties, taxes and other import costs are invoiced separately by the carrier and are not included in the cost of shipping charged by Americana Pipedream at checkout. As of 7/18/2024 Americana Pipedream is testing DDP with supported shipping services through all of our shipping partners.
ANY SERVICE SELECTED AS USPS MAY AND WILL SHIP DHL eCommerce. DHL eCommerce is a proud partner with USPS and offers the same style services as USPS.
DDP SHIPPING IS ONLY AVAILABLE TO SELECT COUNTRIES LISTED BELLOW
Canada, Australia, European Union, Germany, Hong Kong, Japan, Israel, Mexico, New Zealand, Singapore, South Korea, United Kingdom.
Electric bikes CAN NOT BE SHIPPED INTERNATIONALLY
How much does international shipping cost?
International shipping costs are mostly calculated at checkout. Just add an item to your cart and take a look at the estimates offered by FedEx, UPS, and DHL ecommerce. Duties, taxes and other import costs are invoiced separately by the carrier and are not included in the cost of shipping charged by Americana Pipedream at checkout. As of 7/18/2024 Americana Pipedream is testing DDP with supported shipping services through all of our shipping partners. Tax may be collected for import now at checkout.
How does our shipping & fulfillment work?
We strive to ship out "fulfill" all orders within a 5 business day time frame. This can be affected by national holidays, holiday rush and large ongoing sales and is not guaranteed. The shipping speed "time" option or service selected at check out doesn't kick in until the order has been fulfilled and tracking has been sent to customer. International order shipping time can very greatly, please email customer support at help@americanapipedream.com with any questions or concerns. Please see our shipping policy for more details.
How is sizing information measured?
We carry clothing from many different nations, also meaning many different military sizing charts. To make sizing easier for our customers, we measure all our surplus clothing ourselves. For a more in-depth explanation of sizing information, please visit our Sizing Guide page.
How do I wash my surplus?
Americana Pipedream is not liable for damage to garments during the washing process after they've been received by the customer.
For items of cotton/polyester fabric blends, we recommend washing as you would any other clothing.
For items of wool or wool blends, we recommend either hand washing or washing them with your washing machine set to cold. Use your own discretion, as some of these items may be dry clean only.
To prevent fading of camouflage patterns, you can turn the garment inside out while washing.
To wash items constructed of waterproof materials, we recommend using the most gentle washing option available on your machine. These garments are often made of rayon and other materials that may be fragile.
What is our return policy?
We will be happy to provide refunds and returns for all US customers, within 30 days of the delivery date, unless specified differently in product listing. For any order issues please contact us by email help@americanapipedream.com. If your item is damaged upon arrival or missing, contact us with in 15 days of item being shipped and we will be happy to send a refund or a replacement after a claim has been filled and approved by the carrier. However, if you wish to complete a return and/or refund your purchase, the request must be sent and received to help@americanapipedream.com within 30 days of order delivery date, unless specified differently in product listing. Americana Pipedream Apparel reserves the right to limit or deny return/exchanges. Shipping will not be refunded for any returns/orders other then order mix up's or defective products. For all international customers returns and refunds are permitted only if item is defective or damaged during shipping/freight. Please contact us at help@americanapipedream.com for any questions or concerns.
BIKE AND NIGHT VISION GOGGLE ORDERS CAN NOT BE CANCELED ONCE PLACED. THEY CAN NOT BE RETURNED UNLESS IN ORIGINAL PACKAGING OR DEFECTIVE AND ARE SUBJECT TO RESTOCKING FEE!
Restocking Fee?
ALL NVG "Night Vision", Electric Bikes "E RIDE PRO" and or products specified to have a restocking fee in product description. Will incur a 15% restocking fee. Return shipping will be deducted from total order amount if item was shipped. This includes cancelation of order as well!
How long till my money is refunded if I return?
Payments may take up to 15 days to refund depending on payment type! International refund payments could take longer.
What products are Proposition 65?
All products that are NOT INTENDED FOR CONSUMPTION OR NOT FOOD PRODUCTS fall under this warning:
“WARNING: This product contains a chemical known to the State of California to cause cancer.” WARNING: This product can expose you to chemicals including arsenic, which is known to the State of California to cause cancer. For more information, go to www.P65Warnings.ca.gov.”
What are Americana Pipedream's company policies?
For more information on our company's shipping, return and other policies, please visit the About Us page or view our individual policies at the bottom of the checkout page in cart, or at the bottom of our website on any page:) Email help@americanapipedream.com with any questions, feedback, or concerns.
