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FAQs

Shipping & Delivery

When pre-orders are placed alongside available items, they will be shipped separately. There will be separate tracking emails for each shipment.

The expected ship date will be listed when adding your pre-order item to your cart.

If you have any questions or concerns about your shipment, please contact our customer service team at hello@whileonearth.co.

At while on earth™, we are committed to providing timely and reliable shipping and delivery. 

Contiguous U.S Shipping

  • Free Standard Shipping: Applicable for orders over $99 within the Contiguous United States. 
  • Expedited Shipping: Estimated delivery time frame is within 2 business days for $20. 
  • Standard Shipping: Estimated delivery time frame is within  2 - 4 business days for $8. 

U.S Territory Shipping

  • Standard Shipping: Estimated delivery time frame is within  5 - 9 business days for $15. 

Orders placed by 1 pm CT will ship the same day.

Note: Actual delivery times can vary depending on location, weather, etc. 

If you have any questions or concerns about your shipment, please contact our customer service team at hello@whileonearth.co.

We ship almost everywhere in the world with DHL. All duties, brokerage, and other relevant fees are automatically applied at checkout. 

Note: International shipping fees vary depending on the order size and destination.

APO/FPO: Standard Shipping only (5 - 9 business days) for $10.

P.O. boxes and U.S Territory: Standard Shipping only (5 - 9 business days) for $15

If you have any questions or concerns about your shipment, please contact our customer service team at hello@whileonearth.co.

  • Once the order is placed, a confirmation email with your order number will be sent. 
  • Once the order is shipped, a separate email with tracking and shipping information will be sent. 

Note: It can take 24 - 48 hours for tracking links to activate after they are sent. 

  • Please double-check your shipping address before placing your order as changes cannot be made after it’s placed. 

If you have any questions or concerns about your shipment, please contact our customer service team at hello@whileonearth.co.

General Information

We recommend reviewing the following information before placing your order. 

Payment

  • Your selected method of payment will be charged when placing the pre-order. Accepted methods of payment are: 
    • Visa
    • Mastercard
    • American Express
    • Discover
    • Apple Pay
    • Google Pay
    • Shop Pay

Shipping & Delivery

Your estimated ship date will be displayed at the checkout. Please note that pre-orders placed alongside in-stock items will ship separately. If there are any significant delays, we will inform you as soon as possible.  

Order Changes

  • Cancelations and delivery address changes can be made to your order up to two business days before the expected ship date.
  • Once the order has shipped, we cannot make any further changes. 

Warranty

Please review our warranty policy here. 

Returns & Exchanges

If you receive your pre-order item and decide you would like to return it, you may initiate a return once you receive the item. Please review our return policy here. 

Note: Exchanges are subject to item availability. 

For more information, please contact our customer service team at hello@whileonearth.co. We appreciate your business. 

Footwear Sizing Chart

Men’s

Women’s

UK

EU

CM

4.5

6

3.5

36

23

5

6.5

4

36.5

23.5

5.5

7

4.5

37

24

6

7.5

5

38

24.5

6.5

8

5.5

38.5

24.8

7

8.5

6

39

25

7.5

9

6.5

40

2.5

8

9.5

7

40.5

26

8.5

10

7.5

41

26.5

9

10.5

8

42

27

9.5

11

8.5

42.5

27.3

10

11.5

9

43

27.5

10.5

12

9.5

43.5

28

11

12.5

10

44

28.5

11.5

13

10.5

45

29

12

13.5

11

45.5

29.5

12.5

14

11.5

46

30

13

14.5

12

47

30.3

We apologize if the product you received didn't live up to your expectations. At while on earth™ we've worked hard to create beautiful and high-performing products. If yours fell short of that, we're here to make it right.  Please follow the steps below that outline our process for damage-related issues. 

Process

If you receive a damaged or defective item, please contact our customer service team within 7 days. For issues arising after 6 months please refer to our warranty policy here. 

Damage or Defective Item Claim Process

  1. Take clear photos of the damaged item.
  2. Contact Customer Support at hello@whileonearth.co and provide the following information:
  • Order Number
  • Detailed description of the damage:
    • Rips
    • Tears
    • Strings
    • Separation
  • Relevant photos

For more information or to initiate a claim, please contact our customer service team at hello@whileonearth.co. 

The following information outlines the procedures and conditions for order cancellation. Please review this policy before placing the order. 

Policy

Once an order has been placed and confirmed, it cannot be modified or canceled. This is due to the immediate processing and preparation of your order. 

Exceptions

  • Pre-orders may be canceled before the item is shipped. Please review our full Pre-Order Policy here. 
  • If we are unable to fulfill your order due to inventory updates, shipping address, or other unforeseen circumstances, we will notify you and offer an alternative solution. 

If your order has already been shipped, you can initiate a return once the item has been delivered by following our return policy outline here. 

If you have any questions or concerns, please contact our customer service team at hello@whileonearth.co.

We offer a 15% discount to U.S. Healthcare workers, First responders, Military personnel, and Teachers. 

We’ve partnered with SheerID, to verify your eligibility through their secure platform. To see if you are eligible, click the SheerID link at checkout. The discount will be auto-generated once you have been verified.  


Warranty

At while on earth™, we are committed to providing high-quality products that meet or exceed your expectations. This warranty policy outlines the terms and conditions under which we will repair or replace defective products.

Coverage: This warranty covers defects in materials or workmanship under normal use and conditions for:

  • Apparel: A warranty period of 6 months against manufacturing defects. 
  • Footwear: A warranty period of 6 months for manufacturing defects. 

Exclusions

This warranty does not cover:

  • Misuse
  • Normal wear and tear
  • Improper care or storage
  • Alterations or modifications made to the item

Warranty Claim Process

To make a warranty claim, please contact Customer Support at hello@whileonearth.co within the warranty period and provide the following information:

  • Order Number
  • Detailed description of the defect
  • Photos of the defect

Depending on the severity of the damage and the availability of the item, we will provide a solution. 


For more information or to initiate a claim, please contact our customer service team at hello@whileonearth.co. 

Returns & Exchanges

At while on earth™ we are committed to ensuring your satisfaction with your purchase. If for any reason you are not completely satisfied, we offer a straightforward return policy to make the process as easy as possible.

Reasons for Returns

  • Retun for a Refund or Store Credit
  • Return for Exchange
  • Return for Damaged or Incorrect Item

Eligibility for Returns: 

  • Return for refund: items must be returned within 30 days of the delivery date for both domestic and international orders. 
  • Return for store credit: items must be returned within 60 days of the delivery date for both domestic and international orders. 
  • Return for exchange: items must be returned within 60 days of the delivery date only for domestic orders. At this time, international orders are not eligible for exchanges.
  • All returned items must be 
    • Unused
    • In their original packaging
    • In the same condition as when you received them.

Return Process

  1. Locate your order number and email address used at checkout. The order number can be found in the confirmation email or on the packing slip delivered with the order. 
  2. Click here to initiate your return/exchange. 
    • Domestic Orders: First-time returns are processed free of charge. However, additional returns will have a $5 processing fee deducted from your refund.
    • International Orders: At this time, international orders are not eligible for exchanges, only returns. There are no processing fees for international returns, but you will be responsible for the return shipping cost. 
  3. Once we receive the returned item(s), we will inspect them to ensure they meet the eligibility criteria. 
  4. You will receive a confirmation email once your return has been processed. Please allow up to 10 business days for your refund to process.
  • Note: Outbound shipping fees are non-refundable. 

For more information, please contact our customer service team at hello@whileonearth.co. 

At while on earth™, we are committed to making the refund process as smooth and transparent as possible. 

Reasons for Refunds

Timeframes

Refunds will be issued to the original payment method within 10  business days of the item(s) receipt at our warehouse. For a faster refund, we can provide you with a non-expiring store credit to be used on future orders. 

Note: Shipping costs are non-refundable.

Shop Pay

If you used Shop Pay, the refunded amount will return to your original payment method within 3-10 business days, and your balance will be updated. 

  • If a refund is less than the balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.
  • If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3–10 business days.

Please note that if you refund an order with existing monthly payments, the paid interest is non-refundable. For more information, please visit Shop Pay’s Help Center here. 

For more information, please contact our customer service team at hello@whileonearth.co. 

At while on earth™, we understand plans can change. If you wish to return or exchange an item for a different size, color, or style, please follow the guidelines below. 

Eligibility

Exchanges are accepted within 60 days for orders within the United States only. At this time, international orders are not eligible for exchanges. 

Process

  1. Locate your order number and email address used at checkout. The order number can be found in the confirmation email or on the packing slip delivered with the order. 
  2. Click here to initiate your exchange. 
    • Domestic Orders: First-time exchange are processed free of charge. However, additional returns will have a $5 processing fee deducted from your refund.
    • International Orders: At this time, international orders are not eligible for exchanges.
  3. Once we receive the returned item(s), we will inspect them to ensure they meet the eligibility criteria. 
  4. You will receive a confirmation email once your exchange has been processed. 
    • Please note we are not able to process an exchange to a different address. If you would like to use a different address, please return for a refund and place a new order. 

For more information, please contact our customer service team at hello@whileonearth.co. 

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