FAQ
Noralee Order Questions
The most complete info on any question or process can be found by going straight to our Help Center here.
Can I modify or cancel my order?
An order cannot be modified or canceled once it has been placed. Please contact our customer service team at orders@shopnoralee.com immediately to try and stop / cancel any order as soon as possible and we will do our absolute best to make the modification if it's within our power to stop the order but this is the exception to rule as placed orders immediately move into processing status. We are here to support you however we can but we are a fast-moving small business trying to pack and ship as quickly as we can for everyone so please note most placed orders cannot be stopped regardless of how fast you reach out about cancelation. We will work with you on the back end to get it returned promptly for the majority of orders that can't be stopped.
What's your return policy?
We offer returns for bonus store credit, refunds, or exchanges made within 30 days of receipt for Rylee + Cru, Quincy Mae, and Play x Play.
Because Noralee is a special occasions offering the policy allows for exchange / store credit only.
You can find out more details on eligibility and guidelines here in our official policy.
Can I upgrade to Priority Shipping?
If you place an order under Priority Shipping (2 Day Air), it will usually be fulfilled within 24-48 hours (please note we do not ship on the weekends, Mon - Friday only), and then will take 2 days to be delivered in transit.
Because of high order volumes, Priority Shipping is not available during seasonal launches and for the two weeks following.
Once an order is placed with standard ground shipping, we will not be able to guarantee an upgrade to priority shipping as labels and packing happen in sequence once processed in our warehouse. We will do our very best to accommodate requests to upgrade shipping, but understand that this is an exception and not the rule.
Where is my order confirmation email?
An order confirmation email is sent automatically when an order is placed. After confirming that your order confirmation email did not go to your spam/junk folder and you believe you are missing it, we would be happy to assist if you contact us at orders@ryleeandcru.com - you will receive updates when the order is in transit, out for delivery, and delivered so that you can have peace of mind that it arrived safe and sound.
How can I track my order?
Once your order has been shipped, Rylee + Cru will send you a shipping confirmation email and tracking number. You can always reference tracking on our dedicated order tracking page.
Do you ship internationally?
We do ship internationally to select global regions. All international orders go out via FedEx International Economy and arrive within 5-10 days from the time of shipment. Duties and taxes are included with the freight costs at no markup on our end. Please note that due to freight costs as well as duties, all international sales are considered final and not eligible for exchange or refund.
Rylee + Cru Collective brands are sold worldwide so be sure to search a store in your region to find closer shipping with no duties. For some regions we do not ship from our US warehouse because of local distributors in that area supplying closer and cheaper options for our customers in those zones.
At the current time we are shipping to Canada, Australia, New Zealand, Japan, Mexico, Singapore, South Korea, and most of Europe.
If you live in Australia, New Zealand, UK, China, Hong Kong, etc please note that we have regional sites either live or under development for these regions to serve you better and ship to you faster.
If you prefer to shop more locally, you can find a retailer in your area on our stockist page.
When will my order ship?
|
Shipping Method |
Cost |
Ships from warehouse in: |
Delivered in: |
|
Standard Shipping |
$9 |
2-5 business days |
2-5 business days after date shipped |
|
FedEx 2 Day Air |
$16 |
1-2 business days |
2-3 business days after date shipped |
|
International Shipping |
By Weight + Duties |
3-5 business days |
5-10 business days after date shipped |
*This timeline is an estimate only and not guaranteed. On rare occasions, orders will ship outside this timeframe. Those occasions will usually be during launches and seasonal sale events where order volume is at its peak. In both of these occasions, order processing can take up to 7 business days. Priority Shipping is not available during launches and for the two weeks following.
What if I have a lost or stolen package?
For orders showing as delivered that are not present at your residence or show up damage, you can place an immediate claim and be reimbursed right away here if you have opted into package protection with Route. We highly recommend you choosing Route insurance for your package as this is the best way to ensure smooth and quick resolution on any lost or damaged package.
*For all uninsured packages we will submit a claim with the carrier on your behalf to search out where it may be. Please allow up to 10 business days for us to resolve the issue with the carrier and get an update from them as often these will deliver a day or two later.
Placing an Order
How can I track my order?
Once your order has been shipped, Rylee + Cru Collective will send you a shipping confirmation email and tracking number.
Do you offer gift wrapping?
We do not offer gift wrapping at this time. Packing slips in your order do not display any pricing and work nicely as a gift receipt.
Please enter any gift notes into the comment box during checkout.
Do you restock sold out products?
If there are no sizes available, the product is out of stock. We are seasonal with our drops and do not produce any more product once sold out. However, we do restock items weekly via returns that are brand new, tagged, and in prime condition. These returns are restocked weekly and are updated on our site once available in small quantities.
How do I use a coupon code?
Coupon codes must be rendered at checkout. Each coupon code can be used once per customer. If a coupon code shows that it is expired, it means you have used it on a past order, and our system cannot apply it again.
Discount codes are not stackable on our site, only 1 code can be used per order.
How do I get the app?
Users of our app get first access to all sales, frequent exclusives, and app-only product opportunities along with video / styling content.
Returns
Please refer to our Shipping + Returns page here.
Our refund policy can be found here.
Sourcing & Production Values
Do the Rylee & Cru Collective Brands use ethical sourcing for all clothing and how do you monitor that?
Yes! We are meticulous about who we work with and how each piece is sourced.
Rylee + Cru brands are designed in the United States, made in China and is most certainly ethically produced. We have our factories sign a code of conduct agreement which states all the critical components. No child labor, no forced work environments, pay fair wages, etc. Our production facility has been sourcing some of the world's best brands since 1992, has 30K employees across all sectors and locations, and in our space has specialization in high quality children's garments. We also personally visit the factory on a recurring basis to check in with the team and see the process of production.
In 2018, the factory that produces our Rylee & Cru brands was selected as the "Outstanding Case of Social Responsibility of Chinese Private Enterprises" by the National Federation of Industry and Commerce.
More info on our product promises