FAQ

Frequently Asked Questions (FAQ)

Orders & Shipping

How long will it take to get my order?
Orders are processed within 2–4 business days. Shipping times depend on your location:

  • New Zealand: 2–5 business days after dispatch.

  • International: 7–14 business days, depending on your country’s customs.

Do you ship internationally?
Yes, we ship worldwide. International shipping rates are calculated at checkout. Any customs or import duties are the responsibility of the customer.

Can I track my order?
Absolutely. Once your order ships, you’ll receive an email with a tracking link.

Products & Sizing

How do I know which size to order?
Each product page includes a size guide with measurements. For an oversized fit, we recommend sizing up.

Are your garments pre-shrunk?
Our heavyweight blanks are pre-shrunk to minimize shrinkage, but natural cotton garments may still shrink slightly after the first wash.

How should I care for my items?
To keep your pieces looking fresh:

  • Wash cold, inside out.

  • Avoid tumble drying.

  • Do not iron directly on prints.

Returns & Exchanges

What is your return policy?
We accept returns within 14 days of delivery if the item is unworn, unwashed, and in original condition. Customers are responsible for return shipping costs unless the item was faulty.

Can I exchange my order?
Yes, exchanges are available for sizing. Please contact us first to confirm stock availability.

What if my item is damaged or incorrect?
If your item arrives faulty or the wrong product was sent, email us right away and we’ll make it right.

Payments

Which payment methods do you accept?
We accept major credit/debit cards, PayPal, Afterpay (NZ & AU), and Shop Pay.

Is my payment secure?
Yes. All payments are processed through Shopify’s secure checkout system.

General

Do you restock sold-out items?
Some items are limited runs and won’t be restocked. Others, like the signature range, are ongoing. Follow us on Instagram @balknbear or subscribe to our newsletter for restock updates.

Do you offer custom printing?
Yes. For bulk or custom print inquiries, contact us through our [Contact Page].

How do I get in touch?
Email us: info@lockinload.co.nz or use the contact form on our website. We aim to reply within 24–48 hours.