FAQs

MOST FREQUENTLY ASKED QUESTIONS 

 

ORDERS FROM ATHLETE ORIGINALS OR ARTIST ORIGINALS 

I placed an order a while ago on AtheleteOriginals.com and/or ArtistOriginals.com and have not yet received it. What's going on with my order?

Please note that orders placed on Athlete Originals and Artists Originals will still be fulfilled. Although the website has changed, those orders will be fulfilled and completed. 

When can I expect my order to arrive? 

There have certainly been some unexpected delays due to COVID-19. At this time, apparel and other items are experiencing delays up to 8 weeks time, while certain accessories, like mugs, are prepared in about 5 business days for Athlete Originals and Artist Originals' orders. We do apologize for any inconvenience this may have caused.

Can I check on the status of my Athlete Originals and/or Artist Originals order?

Yes! Please feel free to reach out to support@residentlocal.com and we can retrieve the latest status of your order. 

 

RETURNS & REFUNDS

What is your return policy?

At this time, we are not accepting returns for refund or exchange.

Why, you might ask?

Resident Local produces your apparel, accessories, and/or other items specific to each order. It's imperative to read through the product descriptions and detailed size chart to ensure your perfect order! If you have questions regarding color, size, logo placement please contact support@residentlocal.com.

Can I exchange my damaged or defective item?

If you happen to receive an item that was damaged or defective in time of transit or in production, please contact us immediately with an image of the issue + order number and we will work on getting a replacement out to you as soon as possible. support@residentlocal.com.

We do not accept returns, issue refunds or replacements due to user error such as incorrect sizes, designs, colors, etc.

  

SHIPPING

How will I track my order? 

At the time you place your order, you’ll receive an email receipt confirming your order. When your package ships, we’ll send you a second email with the shipping information that will include a tracking number so you can monitor the progress of your package to your door. 

What are the estimated delivery times for my order? 

For domestic estimated shipping times, please refer to our Shipping page. Currently, domestic shipping can range from 1 to 8 business days.

Can you ship to a PO Box?

Our Ground shipping option cannot ship to a PO Box, so please select an alternative method if you do wish to have your order deliver to a PO Box.

When I check my UPS tracking page, I see that it says "In Transit" and it does not provide any other updates. What is going on and where is my package? 

This can happen! Sometimes, UPS orders will be sent via UPS Mail Innovations®. For this service, UPS transfers the package to the U.S. Postal Service to complete the delivery. Once the postal service has the package, they will deliver within 3-7 days under normal operating conditions. Please note that UPS will not have access to track the order once it is in USPS's possession. Be sure to check your mailbox or where USPS would normally deliver your regular mail.

Oh no! I never received my item although it says it was delivered. What do I do? 

If you do not receive your item though the shipping information says it was delivered, please allow 3 to 4 business days for the chance your item appears. You may even want to contact the shipping provider to file a claim on your delivery. After the allotted time, please contact support@residentlocal.com so we can resend your order. 

I received an odd message at checkout that my shipping option is no longer available. What do I do?

If you receive an error notice at checkout regarding shipping options and to select a new shipping method, you'll have to back out of the cart and clear the items from your cart, then re-add your desired items. This is caused by updates or modifications to shipping options. 

 

GENERAL 

How do I adjust my order?

Before you place your order, please make sure all information is correct. We are unable to make any changes once your order is placed.

Can I cancel my order?

At this time we do not have the option to cancel or adjust any orders.

How will I know what size I am?

Size charts can be located in the item description area of your desired product. It’s imperative to take a look at our sizing chart as we don’t accept returns for incorrect sizing. We make these as detailed as possible for you to ensure it is the perfect or desired fit with each purchase. After reviewing the size chart and there are still some unanswered questions, please reach out to us at support@residentlocal.com

My apparel arrived and it feels kind of stiff. What should I do?

Often times when you buy new clothing, there seems to be a strange feeling to the fabric, in which it tends to be stiff. If your item arrives to you with this common stiff feeling, we recommend that you throw it in the wash (per the care instructions on the garment). Once washed the same apparel tends to be soft, yielding and relaxed. This is simply because the fibers in the garment have had a chance to relax in the water and return to their natural state after all the stress of production.

Are there ResidentLocal.com gift certificates and/or gift cards?

Not right now, but this could be something we offer in the future. 

How do I unsubscribe from any of your mailing lists?

If you would like to be removed from our mailing list, please email us at support@residentlocal.com and one of our customer services representatives will unsubscribe your email address or select “Unsubscribe” at the bottom of our email messages. 

Do you offer Live Chat support?

Not right now! If you need to speak with someone just email us at support@residentlocal.com.

How long does it take to process an order?

Resident Local processes orders Monday through Friday 9 a.m. to 5 p.m. Remember, each order is individually customized and fulfilled for you. It generally takes 2-3 business days to process and create your garment. Shipping time will begin after your order has processed.

 

PAYMENT INFORMATION 

What forms of payment do you accept? 

ResidentLocal.com currently accepts all major credit cards, debit, Visa, MasterCard, Discover, and American Express. 

Is it safe to use my credit card on your site? 

Yes! ResidentLocal.com understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access. If you still do not feel comfortable placing your order online, please contact us at support@residentlocal.com and we will have a customer service representative reach out to you to place your order over the phone. Please do not provide any personal information (such as credit card) in your email.

Do you allow Cashier's Checks or Money Orders? 

No. We do not accept Cashier's Checks or Money Orders. 

 

TECHNOLOGY 

Your site isn’t working, what do I do?

There are a couple things to do before contacting support; please clear your browsing history and refresh. If that still doesn’t work, try another browser. We recommend Google Chrome. If these don't work, please contact us at support@residentlocal.com

What are cookies? Do I need to enable cookies on my browser? 

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites You need to enable cookies on your browser to enjoy all the shopping features on ResidentLocal.com.  

Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information.

If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on the "Logout" link at the top of the page.

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