Store Policy

Blackmask/nyc is a small operation. Please be patient when requesting more information about products, shipping dates, and other customer service requests.

Overview

This Store Policy page outlines our guidelines for placing orders, shipping, contacting us, returns, refunds, and exchanges. It specifies which items are eligible for refunds, who is responsible for return shipping costs, and expected timelines for processing refunds and shipments.

Shipping & Processing

  • Payment Methods: We accept PayPal, Venmo, and Debit or Credit Cards.
  • Shipping Destinations: We ship primarily to the United States. Customers outside the US can make a request to place an order through our Contact Us form using the “Custom Order” subject line.
  • Shipping Methods: Domestic orders are shipped via USPS ground. International orders may ship via UPS, FedEx, or DHL. We do not guarantee expedited shipping.
  • Shipping Costs: Postage costs are calculated using a flat rate based on the product category.
  • Free Shipping: Orders over $100 qualify for free shipping.
  • Cancelling Orders: Once placed, orders can only be cancelled before they’ve been processed. We reserve the right to cancel orders before they ship and issue a full refund.
  • Processing Time: New orders will be processed within 2 business days. Once your order has been processed, you may see a tracking notification that says “Label created, not yet in system” which means your item is ready to ship, but has not been scanned by USPS yet.
  • Address Accuracy: Please make sure your shipping address is accurate at checkout. We cannot update or reroute orders once they have shipped.
  • Shipping Cadence: We ship processed orders once per week. We cannot guarantee expedited shipping.
  • Shipping Time: If your item is in stock, it will ship by next week. If your item is available on backorder, it will ship after 2 weeks.
  • Delivery Time: Deliveries are handled by USPS. Your USPS ground order should arrive within 3-5 business days after being scanned in, but it may take longer.
  • Tracking Information: All packages are shipped with USPS tracking numbers. You will receive a tracking number when your shipping label is created. This means postage has been paid, but your order may not have shipped yet. It may take up to 48 hours for a drop-off scan to appear in USPS tracking systems.
  • Lost or Missing Mail: Once scanned in by the post office, we only have access to the same tracking information you receive. You can report issues to USPS directly at USPS: Missing Mail.

Refunds & Returns

We appreciate your business and want to make sure you feel good about your order. Refunds and exchanges are available according to the following terms.

Our refund and returns policy stands for 30 days. If 30 days have passed since your item was delivered, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused, unworn, and in the same condition that you received it. It must also be in the original packaging.

Please do not send your purchase back to the manufacturer. To complete your return, we require a receipt or proof of purchase.

Several types of goods are exempt from being returned:

  • Artwork & Original Items – We do not accept returns on original or handmade artwork.
  • Made To Order – Print on demand products can only be exchanged if they are defective.
  • Vintage & Thrift – Resale items are sold as-is.
  • Sale Items – Only regularly priced items are eligible for a refund.
  • Limited Edition Preorders – Sales on promotional items are final.
  • Customized Products – Any product that we altered based on a customer request.

There are certain situations where only partial refunds may be granted:

  • Books with obvious signs of use.
  • CD, cassette tape, vinyl record, DVD, or VHS tape that has been opened.
  • Any item not in its original condition, is damaged, or missing parts.
  • Any item that is returned more than 30 days after delivery.

Requesting a Refund

You can initiate a refund request by selecting the option for your transaction on the Orders Page.

Processing Refunds

  • Refund Process: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Shipping costs are non-refundable.
  • Refund Approval: If you are approved, your refund will be processed within 2 business days.
  • Refund Method: After your refund has been approved, a credit will be sent to your original payment method. Bank processing times will vary by provider.

Return Shipping

We will provide you with a return address after confirming your return request.

Customers are responsible for return shipping. If your refund is approved, we can apply the return shipping cost to your refund credit.

If you are returning more expensive items, consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

For any questions about our shipping, ordering, return, or refund policies, please use our Contact Us form and select “Store Policy” for the subject.