FAQ

Frequently Asked Questions

We offer USPS and FedEx services to ship both retail and wholesale orders. Below is a list of available options at checkout:

  • USPS Express Mail
  • USPS Priority Mail
  • USPS Parcel Post
  • USPS First Class Mail
  • Fedex Ground
  • Fedex Express Saver
  • Fedex 2Day
  • Fedex Standard Overnight

As a small, independent maker, we keep very little inventory on hand. Most products are made to order. Typical production lead times are as follows:

  • Larger bags: 5-7 business days
  • Small bags: 3-5 business days
  • Small goods: 1-2 business days

Please note that these are estimates only. We strive to fulfill orders in a timely manner. We will contact you with details after your order is placed if the lead times will differ from the above.

We use USPS and FedEx to ship all retail orders. Shipment transit time is based on the service you choose at checkout.

Once your order has been prepared for shipment, we will send you tracking information via email. Please allow up to 12 hours for tracking information to be updated.

You may check the status of your order at anytime via our Order Tracking page.

We now ship orders worldwide via USPS. Our Etsy store is also equipped to handle most international orders as well: https://www.etsy.com/shop/EvenOddCreative

Our website automatically sends a confirmation email once you order. Sometimes certain email providers block these emails sent from our website (we’re looking at you Hotmail!) This is especially troubling, when scheduling studio pickups. If you have not received an email from us, please feel free to email us or login to our Order Tracking page to check the status of your order (you’ll need your order ID# and email address). It also saves all our communications with you so you can see if you missed an email from us.

If you live in the Rochester, NY area and don’t want to pay for shipping, select “Studio Pickup” at checkout.

Please wait for us to contact you to arrange a pickup appointment at our studio, as most products are made to order.

Orders that have not been picked up within 30 days of notification will be cancelled and your money refunded minus a 20% restocking fee

We have open studio hours almost every afternoon on weekdays. Check out our hours on the contact page.

We are also open from 6pm-9pm on select First Friday events at the Hungerford building. Take a look at our First Friday Schedule for specifics.

We will accept returns of orders within 14 days of delivery confirmation date. Contact us as soon as possible if you wish to return a product, so we can send you the return address and all relevant instructions

All orders must be returned to us in the condition we sent them out in. You must include your invoice with the return shipment. You are responsible for all shipping fees unless the return is due to a manufacturing defect. We will not offer a full refund if the returned product shows signs of visible use, arrives without original packaging and product tags, or the product is damaged as a result of shipping.

We will credit your account with the cost of the items within 3 days of recipe of your return if the criteria above has been met. Original shipping costs can not be refunded.

We accept all major credit cards and Paypal.

You will not be charged sales tax if you are shipping anywhere in the US outside of New York state. All orders shipped within New York state or picked up at our studio will include local sales tax.

Wholesale orders will never be charged sales tax. It is the reseller’s responsibility to charge their customers the correct tax.

The short answer is- it depends.

Individuals

Due to overwhelming demand and limited resources, we are no longer taking on custom projects for individuals. The waiting list has been hovering around the 6 month mark and we feel that it is no longer feasible for our current production situation.

Businesses

Bulk custom orders for wholesale are always welcome, as are private label opportunities. We love collaborating with like-minded businesses. Please contact us with the details.

Care Instructions

Under no circumstances should you machine wash, iron, or dry clean your EvenOdd accessory. We have detailed the very best way to care for your products on our care page. With the proper care, your accessory will give you many years of use.

Visit our care page for detailed instructions.

While we try our best to take accurate photos of all our items, keep in mind that colors will vary slightly from one monitor to another. Accessories will vary slightly because each is made from different bike inner tubes. No two will be alike. Inner tubes may have worn or faded white or colored brand markings and dimentional text on certain areas. You may request bags with or without these marks in the comments section at checkout.

We offer a 1 year guarantee on all our products. We’ll repair or replace any original production or material defects for free during this time. This includes stitching, hardware and fabric. Our guarantee does not cover general wear and tear or damage from extreme use. Proof of purchase is required for this service.

We are also happy to offer a quote to fix any accidental damage that may occur during the life of the product. No proof of purchase is required. We may request photos of the damage before deciding if the product can be repaired.

Our European visitors tend to confuse our brands. We are not affiliated with the Even&Odd brand that is sold on Zalando throughout Europe.

Discount coupon codes may only be used for personal orders. Coupon codes cannot be used for wholesale orders.

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