Frequently Asked Questions (FAQs)
Got questions? We’ve pulled together the most common ones right here. If you don’t find what you’re looking for, reach out to us — we’re happy to help.
Ordering
How do I place an order?
Browse our products, pick the design and size you want, add it to your cart, and head to checkout. You’ll enter your shipping info, choose your payment method, and confirm. That’s it — once payment clears, your order goes straight into production.
Can I change or cancel my order after placing it?
You have 12 hours from the time you placed your order to cancel it. Email us at contact@letsox.com with your order number and we’ll take care of it. After 12 hours, your item has likely already gone into production and we can’t pull it back. At that point, you’d need to wait for delivery and go through our regular return process.
Can I change my shipping address after ordering?
If you catch a mistake right away, email us as fast as you can. We’ll try to update it before your order goes into production, but once printing starts, there’s not much we can do. We’re not responsible for orders sent to an incorrect address that you provided at checkout.
What currency are your prices in?
Everything on our site is priced in United States Dollars (USD). If you’re paying with a card issued outside the U.S., your bank may apply its own conversion rate and foreign transaction fees — those come from your bank, not from us.
Do you charge any hidden fees?
No. The total you see at checkout is the total you pay — product price, shipping, and any applicable sales tax. We don’t add processing fees, handling charges, or surprise costs at any point.
Products
Are your products pre-made or made to order?
Everything is made to order. When you place an order, our team prints your selected design, inspects it for quality, and packs it up for shipment. Nothing sits on a shelf waiting — each piece is created specifically for you.
Why do the colors on my screen look different from the actual product?
Every screen displays colors a little differently. On top of that, printing on fabric can produce slight variations compared to what you see on a monitor or phone. It’s not a defect — it’s just how screens and printing work. We do our best to keep things as close as possible.
How do I find the right size?
Check the sizing chart on each product page before ordering. Our garments follow standard US sizing. If you’re between two sizes, we’d suggest going with the larger one. Sizing can vary slightly depending on the blank garment, so the chart is your best guide.
Do your products contain any allergens or harmful materials?
Most of our products are printed on standard cotton or cotton-blend garments using water-based or eco-solvent inks. If you have sensitive skin or specific allergies, we recommend reviewing the product details on the product page. For serious concerns, check with a medical professional before ordering.
Shipping
Where do you ship?
We ship within the contiguous United States only — that’s the lower 48 states. We don’t currently ship to Alaska, Hawaii, U.S. territories, PO Boxes, or APO/FPO/DPO military addresses.
How long does shipping take?
Here’s the breakdown:
Handling (production + packing): 3 to 5 business days. Transit (shipping): 6 to 8 business days. Total from order to doorstep: roughly 9 to 13 business days.
These are estimates, not guarantees. Actual times can vary depending on your location and carrier workload. Orders placed after 4:00 PM PT or on weekends start processing the next business day.
How much does shipping cost?
Orders of $99 or more get free shipping. Orders under $99 have a flat rate of $7.99. No hidden charges — what you see at checkout is what you pay.
Which carriers do you use?
We use FedEx, UPS, and USPS. The specific carrier for your order depends on package size and your location — our fulfillment team picks whichever option makes the most sense.
How do I track my order?
Once your order ships, you’ll get an email with a tracking number and a link to follow your package. You can also check the Order Tracking page on our website at any time. If your tracking hasn’t updated within 3 business days of getting the shipping email, contact us and we’ll look into it.
What if my package is lost or shows as delivered but I don’t have it?
First, check with neighbors, your building’s front desk, or your local post office — carriers sometimes mark things as delivered a little early. If it’s still missing after checking around, contact us within 7 days. We’ll open an investigation with the carrier and work toward either reshipping or a refund.
Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay. All payments are processed securely through Stripe and PayPal.
Is my payment information safe?
Yes. We use SSL encryption across our entire website. We never see or store your credit card number — all payment processing goes directly through Stripe and PayPal, both of which meet the highest level of payment security certification (PCI DSS Level 1). For full details, see our Payment Methods.
What will the charge look like on my bank statement?
Depending on your payment method and bank, it may appear as “LETSOX,” “STRIPE,” or “PAYPAL.” If you see a charge you don’t recognize, check your recent orders with us before contacting your bank.
My payment was declined. What should I do?
A few common reasons: insufficient funds, incorrect card details, or your bank flagging the transaction. Double-check your info and try again. If it keeps happening, try a different payment method or contact your bank to authorize the transaction. You can also reach out to us and we’ll help figure it out.
Returns and Refunds
What is your return policy?
You have 30 days from the date you receive your order to start a return. Items must be unworn, unwashed, and in original condition with tags and packaging intact. For the full details, see our Refund and Return Policy.
How do I start a return?
Email us at contact@letsox.com with your order number, the item you want to return, and the reason. Our team will review your request and send you a return authorization email within 1 to 2 business days with instructions on where and how to send it back.
Do I have to pay for return shipping?
It depends on the reason. If we made a mistake — sent the wrong item, it arrived damaged, or it’s defective — we cover return shipping. If it’s a change of mind, like you ordered the wrong size or just don’t want it anymore, return shipping is on you.
Is there a restocking fee?
No. We don’t charge restocking fees on any returns. $0, every time.
How long does a refund take?
Once we receive and inspect your return, refunds are processed within 3 to 5 business days. The money goes back to your original payment method. Depending on your bank, it may take a few extra days to show up on your statement.
What if I received a damaged or defective item?
Contact us within 7 days of delivery with your order number, a description of the issue, and clear photos. We’ll either send a replacement or issue a full refund at no cost to you — your choice.
Can I exchange an item?
Yes. Email us with your order number and what you’d like to swap for. Exchanges depend on availability — if your preferred option isn’t in stock, you can get a refund instead.
Privacy and Your Data
Do you sell my personal information?
No. We don’t sell, rent, or trade your personal information. Never have, never will. For more details, visit our Do Not Sell My Personal Information page.
What data do you collect?
When you place an order or browse our site, we collect things like your name, email, shipping address, payment info (processed by Stripe/PayPal — we don’t store card details), and browsing data through cookies. Full details are in our Privacy Policy.
How do I opt out of cookies?
When you first visit our site, you’ll see a cookie consent banner where you can accept or reject different types of cookies. You can also change your preferences at any time through the banner, or adjust your browser settings to block cookies. Keep in mind that blocking essential cookies may affect checkout and cart functionality.
What are my rights as a California resident?
Under the CCPA, you have the right to know what data we collect, request deletion of your data, opt out of any sale of your data (we don’t sell it, but the right is still yours), and not be discriminated against for exercising these rights. Visit our Do Not Sell My Personal Information page or email us at contact@letsox.com.
General
Where is LetSox located?
LetSox is operated by X19 Garment Joint Stock Company. Our U.S. address is 312 Arizona Ave, Santa Monica, CA 90401, United States.
Do you have a physical store I can visit?
We’re an online-only store. This allows us to focus on keeping our product quality high and our prices fair without the overhead of a physical retail location.
Do you offer bulk or wholesale orders?
We currently don’t have a formal wholesale program, but if you’re interested in a larger order, email us at contact@letsox.com and we’ll see what we can do.
Contact Us
Still have a question that’s not covered here? We’re here for you.
Company Name: X19 GARMENT JOINT STOCK COMPANY
Tax Number: 0100385836
US Address: 312 Arizona Ave, Santa Monica, CA 90401, United States
Vietnam Office:No. 311, Truong Chinh Street, Khuong Mai Ward, Thanh Xuan District, Hanoi City, Vietnam
Email: contact@letsox.com
Phone: +1 (424) 330-8714
Contact Form: Contact Us
Business Hours: Our dedicated support team is here to assist you from Monday to Friday, 8:00 AM – 6:00 PM (Pacific Time, PT). We are committed to providing you with prompt and personalized care.
Response Time: We strive to address all inquiries within 1 business day, ensuring you receive the reliable and professional assistance you deserve.