Frequently Asked Questions
OUR RESPONSE TO COVID-19
- How is Wholesome Culture responding to COVID-19?
We are doing all we can to put safety first, and try to ensure that our wonderful team of workers from around the world are able to keep their jobs, so we appreciate all of the support from our community and the continued demand and support for our brand, products and team. Here is what we are doing in an effort to be able to keep the company running during the spread of COVID-19:
- Our team is working remotely already to ensure we do not enable the spread of the disease.
- Yes! We are still able to provide products! Thank you for continuing to support our brand and our team.
- We are currently working with US based printers that aligned with our mission and print using water based inks. They are following all state mandates in regards to putting the treatment, care and safety of their employees first. We have ensured these printers are also practicing shift working, social distancing and are actively practicing cleaning best practices.
- How is COVID-19 affecting shipping?
As you know, an important part of our mission is to minimize the impact our operations have on the environment. With that in mind, every single order placed is printed with much love, on demand in the USA. That allows us to prevent waste due to overstocking.
Thank you for your support and being an eco-warrior. All new orders will ship approximately 3 - 5 weeks after your order is place.
Orders will continue to ship while during COVID-19. We thank you all in advance for understanding any delays due to COVID-19.
In the meantime, if you have any questions or concerns, please send an email to support@wholesomeculture.com and our customer experience team will be happy to help.
International Shipping:
International orders may experience an increased delay due to COVID.
At this time we are unable to ship all products to many international locations due to COVID-19 and restrictions with our shipping carriers. To see a full list please visit our Shipping Page.
We know you’re excited to receive your Wholesome gear and appreciate your patience as our shipping partners work to adjust their services.
Again, thank you for your support!
Orders
- How quickly are orders processed?
As you know, an important part of our mission is to minimize the impact our operations have on the environment. With that in mind, every single order placed is printed with much love, on demand in the USA. That allows us to prevent waste due to overstocking.
Thank you for your support and being an eco-warrior. All new orders will ship approximately 2 weeks after your order is placed.
- Can I track my order?
We will email you a tracking number when your order has shipped. This tracking number may take 3 - 4 days to update.
To track your order, please use our Order Tracker.
You can also get the latest updates about your order by creating an account with us.
- Can I change my order?
We are able to make changes to order within 48 hours of your order being place: this includes address, email or product changes. To change your order, please send us an email to support@wholesomeculture.com.
- What payment methods can I use to make a purchase on your website?
We accept the following methods of payment:
- PayPal
- Discover
- American Express
- JCB
- MasterCard
- Visa
- I didn’t receive an order confirmation email. What should I do?
You should receive an order confirmation email after you place an order. If you didn't receive one, please:
- Check your spam folder
- Verify that the email address you provided with your order is correct
- If the email you provided was incorrect, please send an email to support@wholesomeculture.com.com with the correct address, and we’ll have the confirmation resent accordingly
- If the email address you provided was correct, but you didn't find the order confirmation in your spam folder, please send an email to support@wholesomeculture.com and we'll have it resent to you.
Shipping & Duties
- How long will it take for my order to ship?
Thank you for your support and being an eco-warrior. All new orders will ship approximately 2 weeks after your order is placed.
Shipping times vary depending on where you’re located, as outlined in the table below:
Country Shipping Time USA 5 - 7 business days Canada 10 - 15 business days Europe 15 - 20 business days Australia 15 - 30 business days South America 15 - 30 business days Asia 15 - 30 business days Africa 15 - 30 business days To see updated timelines on shipping due to COVID-19, please see the above section on "How is COVID-19 affecting shipping?"
Please note that our clothing is printed on demand to prevent waste due to excess inventory.
- How much is shipping?
Shipping costs vary according to where you’re located.
Country Shipping Cost USA $9.95 (Free on orders over $100) Canada $12.95 (Free on orders over $100) Mexico $12.95 (Free on order over $100) Europe Shipping Costs are Determined by Product Weight All Other Countries $15.95 - What countries do you ship to?
To see further updates on where we are shipping to due to International Shipping restrictions caused by COVID-19, please see the above section on "How is COVID-19 affecting shipping?"
Currently we ship to the US, Canada, Europe, Australia, and Worldwide, with a few exceptions.
International orders may experience an increased delay due to COVID.
At this time we are unable to ship all products to many international locations due to COVID-19 and restrictions with our shipping carriers. To see the full list please visit our Shipping Page.
We encourage all international customers to find additional information on the DHL website.
- Will I have to pay any duties and taxes on top of my order?
You will be liable for all import duties, customs, and taxes. These will be due at the point of, or after, delivery.
Please be aware that Wholesome Culture does not have any control over any duties, customs, and taxes levied by the country your order is being shipped to.
Unfortunately, we can’t tell you what the cost will be as these charges vary and packages going through customs are randomly selected.
- What is VAT and why am I paying it?
As of July 1st, 2021, the EU has made important changes to their VAT legislation and all buyers will be required to pay VAT on all purchases up to €150. Import VAT and duties will continue to apply on orders above this threshold.
- How do I track my order after it has shipped?
We will email you a tracking number when your order has shipped. This tracking number may take 3 - 4 days to update.
To track your order, please use our Order Tracker.
You can also get the latest updates about your order by creating an account with us.
- My order was labelled as 'returned to sender.' Why is that?
There are a few potential reasons why this happened:
- The address provided was incorrect or information was missing.
- The item is waiting to be collected but wasn't picked up within the allotted time.
- The addressee was not available at the time of delivery.
To have your order re-shipped, please send us an email at support@wholesomeculture.com.
IMPORTANT NOTICE FOR INTERNATIONAL ORDERS
For international orders, if your parcel is in-transit for a long time, please contact customs right away! You may need to pick up your package.
If the package is not picked up within the allotted time, the order will be returned to us. We can reship the order, but you will have to pay the postage again.
- The status of my order is 'delivered' but I haven't received it. What should I do?
IF YOU DID PAY FOR ROUTE PROTECTION
Please see "I purchased Route Protection Insurance. What does this mean?"
IF YOU DID NOT PAY FOR ROUTE PROTECTION
If your order is marked as 'delivered' but you have yet to receive it, please follow the steps below:
- Verify that the address you provided is correct
- Check with your neighbors
- Contact your local post office
- Email us at support@wholesomeculture.com for support
IMPORTANT NOTICE FOR INTERNATIONAL ORDERS
For international orders, if the tracking says your order was delivered but you haven't received it, please contact customs right away! You may need to pick up your package.
If the package is not picked up within three days, the order will be returned to us. We can reship the order, but you will have to pay the postage again.
United Arab Emirates orders must provide a PO box address or the item will not be delivered.
- I purchased Route Protection Insurance. What does this mean?
Route offers detailed information on how to make a claim HERE. To learn more about what your Route Protection Insurance covers see below:
My order was marked as delivered but I didn't receive it?"
- If your order was marked as delivered and you've already checked all possible delivery locations and with your local delivery service, Route can help process your missing package claim.
- All claims must be made no sooner than 5 days after and no later than 15 days after the package was marked as delivered. In the case of orders over $100 USD, Route requests that you report the missing package to the police and supply Route with the police report.
My Package is stuck in transit. What do I do?
If your package meets the following requirements you may file a claim with Route
- For US Orders: If the status of your package has not been updated in 7 days, you may submit a claim with Route. Claims must be submitted no more than 30 days after last tracking update.
- For International Orders: If the status of your package has not been updated in 20 days, you may submit a claim with Route. Claims must be submitted no more than 30 days after last tracking update.
What if the item I received is damaged?
- If your package or item was damaged in transit, please submit a claim through Route, including a photo of the damaged package and goods no more than 15 days after delivery date.
Returns & Exchanges
- Do you accept returns?
We do not accept returns. One-time size exchanges are possible within 30 days from the date you received your order. Please note all Clearance Items and Underwear are FINAL SALE.
- Do you accept cancellations?
We are able to accept cancellations within 48 hours of your order being place. To cancel your order, please send us an email to support@wholesomeculture.com.
- What is your damaged goods policy?
If you purchased Route Protection Insurance, they can assist with your damaged package or goods claim HERE:
If your package or item was damaged in transit, please submit a claim through Route, including a photo of the damaged package and goods no more than 15 days after delivery date.
If you did not purchase Route Protection Insurance, please follow the steps below:
- Claims for damaged good can be made for up to 10 days from the date you received your order.
- Fill out our Exchange Request Form.
- Please submit images of the damaged goods to the customer service team once you receive a response.
- Once approved a replacement order will be submitted.
- What is the exchange process for U.S. orders?
- We only accept size or color exchanges.
- Exchanges can be made for up to 30 days from the date you received your order.
- Fill out our Exchange Request Form.
- Once approved you will be supplied with a return label.
- Please include your order number and RMA on the outside of the package.
- All items must be in their new and original condition (never worn or washed).
- You are allowed to exchange one time only, so please ensure to order the correct replacement size.
- As soon as we receive the return and it has been received and inspected and determined it can be resold: we will issue you a store credit for the cost of the product purchased to place a new order for the correct size.
**Important notice: You will be responsible for paying the postage fee on the new order.**
- What is the exchange process for international orders?
At this time we are unable to accept international exchanges. If you have any questions regarding this policy, please send an email to support@wholesomeculture.com.
Clothing
- What size should I order?
For information on sizing, please check out our Size Chart.
Have additional sizing questions or concerns? Please contact us directly using the chat function (click on the icon in the bottom right corner.)
- Are your clothes ethically made?
Yes! It’s important to us that you feel good about wearing our clothing and accessories, and using our products. That’s why we ensure they’re always ethically and responsibly made.
For more information, please check out How Our Clothes Are Made.
- Are your clothes made with certified organic cotton?
We do sell products made from certified organic cotton as well as shirts made from 60% certified organic cotton and 40% poly rPET (recycled plastic bottles). View these products in our SUSTAINABLE COLLECTION
For more information, please check out how our clothes are made.
- How do I care for my clothing?
Because we use eco-friendly water-based ink for our designs, the print can fade easily, so it's important to follow the below care instructions:
For printed designs
- Always wash in cold water.
- Hand wash if specified on the tag.
- Don't use bleach or any strong detergent products.
- Do not machine dry. Hang or lay flat to air dry.
- Wash similar clothes together.
For hoodies
- Wear your hoodie as many times as possible before washing it. Since you'll probably wear a shirt underneath your hoodie, it won't need washing as frequently as clothes that come into direct contact with your skin.
- Turn your hoodie inside-out before washing, especially if it has a screen print or applique on the front. If the hoodie zips, zip it first.
- Wash in cold water on the gentle cycle with a color-preserving laundry detergent.
- Hang to dry instead of tossing it in the dryer. Not only does this help it last longer, but it can also prevent shrinking.
- Store your hoodie in a cool, dry, dark place during warm weather. Wash and air-dry it before storing. Use a garment bag for extra protection.
Warnings
Don't use a detergent that contains bleach.
Don't add bleach to the load when washing your hoodie.
If you find that your designs start fading, or washing away, please send us an email to support@wholesomeculture.com or contact us directly using the chat function (click on the icon in the bottom right corner.)
- You say your mission is to help save the planet, but some of your clothes are made with polyester, which is terrible for the environment. What gives?
We want to protect the planet as best we can - but we’re not perfect. While we’re proud of our current ethical and eco-friendly manufacturing practices, and our giving back program, we’re always striving to do better.
We do currently make some of our clothes in part with polyester - a material that contains microplastics and is therefore not environmentally friendly. It’s our mission to inspire a plant-based lifestyle around the world, so we want our clothes to be affordable and accessible - but that can’t come at the expense of our values.
That’s why we're working to transition to making all our products out of 100 percent organic cotton and/or recycled materials.
We’ve already started the transition. Shop our SUSTAINABLE COLLECTION to see the latest styles and designs.
Collaborations
- I am interested in a sponsorship or donation from Wholesome Culture. What should I do?
We'd love to hear more!
Please send an email to hello@wholesomeculture.com and include the following information:
Organization or company name:
Mission:
Website:
How Wholesome Culture can help: - How can I become a Wholesome Culture ambassador?
We love working with inspiring people in the plant-based living space!
Please check out our Ambassador Program page to learn about the program and submit an application. You will receive an email regarding next steps.
Wholesale
- Do you offer wholesale pricing?
We are excited you are interested in wholesale with Wholesome Culture.
To get started & learn more, please email our Product Development & Merchandising Manager at kirsten@wholesomeculture.com with the below information:
Name:
Title:
Business Name:
Business Address:
Store Website
Email address:
Instagram account:
Facebook page:
Tax ID:
General
- Are you hiring?
We're always interested in hearing from talented and motivated people! Please check out our current openings. If you think you’d be a good fit for one of them, please email your application to hello@wholesomeculture.com and tell us why!
Please note that we receive a high volume of job related emails and are unable to reply to them all. Only those candidates who are selected for an interview will be contacted.
- How does Wholesome Culture make a difference?
It’s always been our goal to make the world a better place. That’s why a portion of our profits go to supporting animal rescue and environmental organizations. To date, we have donated $70,000 to help animals in need.
To learn more about how we give back (and why!), please check out Our Mission.
And learn more about our Giving Back Program to get to know the incredible animal rescue organizations we support.
- How can I contact you?
We’d love to hear from you!
Feel free to send us an email to support@wholesomeculture.com or fill out our contact form. You can also reach us using the chat tool located in the bottom right corner of our website.
If you would like to track your order, please use our Order Tracker.