Customer Care (FAQ)

What size should I choose?

Our shirts are designed with a slightly cropped and boxy style, offering a naturally oversized fit. We recommend selecting your standard size for the best fit possible. If you prefer a lengthier fit, we suggest going up one size.

For detailed measurements and guidance, please refer to our size guide below.

I entered the wrong shipping address.

If your order hasn’t been assigned a tracking number, we can fix this for you.

Reach out to us at orders@brotherbearsupply.com, from the email used at the time of purchase. Please include your order number, your name, and your updated address. We will contact you once it has been updated.

I ordered the wrong size/color.

You have two business days — from the time of order placement — to request changes to the size or color of your selected garment. Please email us at orders@brotherbearsupply.com during this period.

Once the two business days have passed, we are unable to modify your order. We recommend using our size guide before ordering to avoid any errors.

What is the timeline for pre-orders?

Pre-orders are open for one week, with production numbers sent to our manufacturer once the drop ends; production takes a maximum of 5 business weeks. After completion, products undergo quality checks, sorting, and packaging, typically requiring 2-5 business days. We aim to provide a swift and efficient process so we can always deliver high-quality products.

For specific inquiries, contact our customer care team at orders@brotherbearsupply.com.

I didn’t receive an order confirmation via email.

If you didn’t receive an email confirming your order, you may have entered your email incorrectly at checkout. Don’t stress — you will still receive your order.

Reach out to us at orders@brotherbearsupply.com with the correct email. Please include your order number, your name, and your updated email. We will contact you once it has been updated.

Remember: please check your spam/junk mail before emailing us.

Why is my tracking in the pre-shipment stage?

Your order is either still en route to our shipping courier, or has yet to be scanned by our shipping courier. For an update, please allow up to 5 business days from when you received your tracking number. You can also visit  "Track Order" [hyperlink to this page] on our website to see the latest status of your order.

How do I track my order?

You can track your order by accessing the "Track Order" [hyperlink to this page] section of our website. By entering your order number & the email used at checkout, you will be able to see the latest status of your order (only available for orders made in the last 60 days).

Additionally, once your order has begun the process of being packed and sent off for shipping, you will receive tracking information via email (be sure to check your spam/ junk mail).

I think the shipping courier lost my order/My order was stolen.

Once your order is sent to the shipping courier, your package is 100% in their possession. We acknowledge that delays may occur and cause frustration, however this is not in our control. Any issues regarding your order being delayed, lost, or stolen must be investigated by the shipping company. We are unable to get in contact with them on your behalf to resolve any issues.

I would like to exchange/return my item(s).

All orders are Non-Refundable / Non-Exchangable unless the item is flawed. We are unable to switch your size or item, so it is important you choose carefully before ordering.

In the rare instance that you receive a flawed item, reach out to us at orders@brotherbearsupply.com, providing an explanation, your order number, and images displaying the flaw.

I have received the wrong item.

If we sent you the incorrect item, reach out to us at orders@brotherbearsupply.com. Please provide a brief explanation, your order number, as well as images displaying the wrong item.

Will I be charged duties and taxes on my order?

This can potentially happen. All applicable customs and import duties, fees, taxes, and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery. If your order incurs additional charges, they must be paid by you to ensure your package is cleared through customs.

Customs authorities mandate that we declare the value of your order directly on the package. Customs agents have the authority to release or deny the release of your package. In rare cases, they may also delay or reject delivery. For further clarification or assistance, please contact orders@brotherbearsupply.com.

Other

If you have a question that is not answered by this FAQ page, do not hesitate to reach out to the official customer care email: orders@brotherbearsupply.com.