FAQ
💬 Rae Sterling Retail FAQ
🕒 What is your turnaround time (TAT)?
All retail items are made to order. Our current TAT is 7–14 business days, not including weekends or federal holidays. Day 1 begins the day after your order is placed. We always work hard to get your order out as quickly as possible!
📦 When will my order ship?
When checking out, you agree to our terms and conditions—including the current TAT—at the time of your purchase. TAT is listed at the top of our website and on our TAT policy page.
✅ 99% of orders are shipped by the final day of the posted turnaround time.
In rare cases, delays may happen due to printing issues, machine maintenance, or a high volume of orders. If this happens, we’ll keep you in the loop!
🔁 What is your return policy?
We accept returns that meet the guidelines of our return policy and offer store credit for eligible items. Please reach out to rsb@raesterling.com within 3 days of delivery if there’s an issue with your order.
📍 Do you offer local pickup?
Yes! You can choose local pickup at checkout.
Pickup location:
401 Hurst St., Center, TX
📍 Inside White Cottage Mercantile
We’ll email you as soon as your order is ready for pickup.
📨 Can I change my shipping address?
If you need to update your shipping address, please email us immediately at rsb@raesterling.com with your order number and new address.
⚠️ Once a label is printed, we are no longer able to change the address.
We don’t print labels until your order is ready to ship, but if the address change request comes within 24 hours of fulfillment, we cannot guarantee it will be updated in time.
🔍 How do I track my order?
Once your order is fulfilled, you’ll receive an email with your tracking number.
Please allow up to 72 hours for movement to show on USPS tracking.
📦 Our local post office does not scan packages at pickup, so tracking may not update until your order reaches the Charlotte Distribution Center. Even then, some packages may miss an initial scan.
📏 How do your shirts fit?
Most tees are unisex and true to size. If you prefer an oversized or relaxed look, consider sizing up 1–2 sizes. Each product includes a size chart to help you decide.
🧺 How do I care for my Rae Sterling apparel?
Wash garments inside out on a cool cycle. For best results, hang dry, or tumble dry on low/no heat if necessary.
Avoid washing within the first 48 hours after delivery to let the design fully cure.
📬 My tracking hasn't updated. What should I do?
It’s normal for tracking to take 48–72 hours to show movement. If your package hasn’t updated after that, it may still be en route.
If there’s no update after 15 business days, we recommend filing a Missing Mail report with USPS. Most of our shipments are insured for your protection.
📦 How do I know if I received my full order?
Each shipment includes an invoice that lists everything in your package.
Please review your order as soon as it arrives. If anything is missing, incorrect, or damaged, contact us at rsb@raesterling.com within 3 days so we can make it right.
💌 Can I request a custom color or design?
Yes, we love custom requests! Email rsb@raesterling.com with your idea.
Custom options may require additional time depending on availability.
