Frequently Asked Questions

Tell me more about Rutwins/ How to contact us
  • Email: [email protected]
  • Time: Monday - Satuday: 9AM - 5PM EST
  • Hotline: +1 ‪(812) 690-3666
How can I track my order
To check the current status of your order, ‘Track order’ at the end of the page and enter your tracking number, or order number If tracking number do not show any updates for more 10 days, please get contact our support team via email [email protected] by clicking on the chat bubble, and we'll look into it for you.
Why there is no tracking on my order
There are 2 possible reasons why you may not have received the tracking information The order hasn't been shipped yet Your order might still be in production. All clothings is created On Demand and Cut and Sewed by hand! This means the printing starts once you order. Please allow 3-5 business days for it to be completed. After being shipped out for 3 days, the tracking information will become available The local carrier has not give us the tracking number yet We have been working with multiple logistics around the world. Some of them do not give us delivery information until your package is transferred to the local carrier. So that, in case you want to know more about your package location, please contact us.
How long does it take to complete the order? Estimate production time
As you know, all of our products are POD Handmade Products, which means that the printing process only starts once you order successfully. This process will need 3-5 business days to complete them. * Business days exclude weekends and holidays ** Orders with 5+ units will take slightly longer than the production times listed above
ETA (estimated arrival time)?
United States 10 – 22 business days
Mexico, Brazil, South Africa 20 – 40 business days
Rest of the world 15 – 25 business days
This doesn’t include our 3-5 days processing time. If the package is not delivered within this time or tracking number do not update for 10 days, please get contact our support team via email [email protected]
How much does the shipping cost?
LOCATION US, Canada, Australia, Europe International Shipping
Free shipping Order over $100 Order over $100
Standard Shipping $ 8.95 $8.95
Insurance Shipping $ 12.95 $ 12.99
Expedited shipping: Free ship by Expedited shipping methods (DHL/UPS line/Fedex/USPS/Yun Express…) for orders over 10 items For more information about delivery, go to
How to return my products/ How does Rutwins handle refund and return
Return and Refund Policy Refunds and exchanges are handled on a case by case basis. Please contact our customer support team submitting a ticket to our system can also reach our customer support by emailing us at [email protected] . Inquiries are typically addressed within 24 hours.  All return products and change size are free of charge. Please submit your request for refund/ exchange within 14 days after you received your product. For faster processing of your request please submit images demonstrating the issue with your order. Images should be:
  1. Images must be taken on a flat surface (Front and back)
  2. Images must be taken with measuring device to proof that we have sent them the wrong size
  3. Images of the tag of the shirt
  4. Clear representation of the damage or defect
We accept refund/ exchange for the following reasons only:
  • Damaged items
  • The product received is not the same as on the website/store
  • The product received is not what you ordered
  • Poor print quality
  • Wrong color
  • Wrong Size
Please do not return any items without first contacting us with your issue. Any items sent to us without prior contact will be considered forfeit. Customers are responsible for return and exchange shipping rates.
My item(s) look(s) different from the mockup?
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy. It is important to note that our products are not for specialized use, but only produced to have a similar appearance. We cannot unfortunately guarantee that the quality of any products, services, information, or other material purchased or obtained will meet all customers’ expectations, or that any errors in the Service will be corrected. Although we have made every effort to display as accurately as possible the colors and images of our products that appear at the store, please allow the same color to be different due to monitors. The picture may not reflect the actual color of the item and Manually measured size, it may cause 1-3 cm difference.
How can I create an account?
It’s easy to create an account.  The first step is to click ‘Frigate Logistic LLC’ on the top right corner of the site, and then choose ‘Register’ to start the process.  There you should enter your email address and password in the “register section”. Complete the process by clicking “Register”. Congratulations, you made your account. We’ll send you an email to confirm.
It said that my zipcode is wrong?
From our experience, the zip code did not go through successfully because it is not the same as the one you have from the bank. Please contact the bank to double-check about your zip code.