Frequently Asked Questions
- When can I expect my order to arrive?
- All orders placed Monday-Friday should ship within 3-7 business days unless otherwise stated on the items description. Many "Pre-Order" items will have their own unique shipping time frame, so please be sure to look before you checkout. Please note that we are a small team adhering to COVID-19 health regulations, and these timelines are just a projection given the current situation. Don't panic - we are working hard to ensure your orders get out as quickly as possible!
- Do you ship international orders?
- Yes, we ship worldwide! Some International orders can take up to 4-6 weeks to arrive, so please be patient. Some countries will charge the receiver a customs fee for out of country purchases before delivering a package. We will not be liable for these customs fees. Please contact your local post office or customs office for exact rates.
- How much does shipping cost?
- All shipping costs will be displayed at checkout. Costs depend on where you live and what items you order.
- Can you ship part of my pre-order by itself?
- No. When you check out with an item on "pre-order" in your cart, the entire order will ship as one cohesive package. If you want an item ready to ship immediately, it is important that you place a separate order from any other items on pre-order.
- When will I be charged for my order?
- All orders will be charged at the time of purchase. “eOne Heavy” will appear on the statement description.
- My package was damaged in transit. What do I do?
- If your product has arrived defective, destroyed, or otherwise unusable, please contact us via email at email@example.com. Our customer service team will be happy to figure out a solution to this problem. Please note that we cannot be held liable for, and do not issue refunds or replacements for, minor cosmetic damages suffered in transit. This includes but is not limited to: vinyl with dinged corners, seam splits, or bent jackets. With this in mind, please use caution with USPS Media Mail! If you are a stickler for condition or are worried about your items suffering any cosmetic damage, please consider upgrading your shipping service to UPS Ground.
- Is my package lost?
- Probably not. Please contact us though if you did not receive shipping confirmation, or your tracking number is not visible through the online tracking portal. If your package is labeled as "Delivered" and you have not received it, you'll have to contact your local post office with your shipping number. Once the package leaves our facility, it is out of our hands. We cannot be held responsible for lost or stolen packages.
- I’m having issues with my Digital Download. What should I do?
- Digital download links are emailed at the time your order is paid. Digital downloads can only be downloaded once to completion before the link becomes inactive. Most mobile devices cannot download zip files so please download the links on a computer. Please make sure to check your computers browser settings for your download folder location.
- My item was returned to sender?
- Any item that is returned to eOne Heavy for an insufficient or incomplete address will automatically be refunded and the item will be processed back in stock. If you'd like to have a Returned To Sender package reshipped, please contact our team at firstname.lastname@example.org for assistance. A new invoice for shipping cost will be sent, once the invoice is paid we will then reship your product.
- Can I Exchange or Return An Item?
- All Return/Exchange requests must be made within 14 days of the shipment Delivery Date.
- Items must be in original/unwashed/unworn condition to be eligible for a refund. Unless it is being returned due to a production defect, we can not offer a refund your original shipping costs. We are not responsible for exchange/return shipping costs incurred.
- I do not see my question here. Can I contact you directly?
- Yes! You can email us here, or give us a phone call during business hours: Monday - Friday 9:00 AM - 5:00 PM EST. +1 (978) 702-4487
Exchanges and returns can be shipped to:
Down Right Merchandise
ATTN: eOne Heavy Returns / Exchanges
55 Chase St. Floor 3
Methuen, MA 01844
*Please include a note requesting a new size or refund for the item(s).*