FAQ
1. Best ways to contact you?
- General: contact@coloradothreads.com
- Returns and Exchanges: returns@coloradothreads.com
2. I sent an email but haven't heard back?
We respond to emails as quickly as we can once we assess the situation and have the correct answer for you. Though you may receive an automated response every once in a while, all e-mails are carefully reviewed by human staff. Unlike our competitors, we do respond back to emails over the weekend. Please look for a response within 24-48 hours.
3. Is your ordering system secure?
Most definitely! Our customers are our number one priority, so we take extra precautions to make sure that your information stays secure and doesn’t make its way into any unwanted hands.
4. Where are you located?
We are located in Denver, Colorado USA.
5. When did Colorado Threads start?
In 2014, we set out to improve the Earth by keeping plastic out of landfills and oceans. In doing so, we became one of Colorado’s most iconic activewear brands. Since then, we have expanded universally throughout 23 countries.
6. International customs fees, will I have to pay those?
- All orders are currently shipped from the United States, therefore international orders may be subject to customs fees.
- When receiving goods from a different country, customs duty and import taxes may occur.
- Payment of any duties and taxes is the customers responsibility and these charges are generally paid for upon receiving your order. Colorado Threads is not responsible for any duties and taxes imposed on your package. Duties and taxes are determined by your country's customs agency. Charges do not always occur, however, depending on your country's thresholds for imported goods, you may receive a duties and tax charge.
- If you reject your package or if it is rejected by your local customs agency, we will refund you for the cost of goods *excluding shipping and handling* once we receive the goods back to our fulfillment center.
- If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.
- Still have questions? Please contact our support team here: contact@coloradothreads.com
7. How can I track my order?
- Once your order has been shipped, you will receive an email with your tracking and shipping information. Simply click on the link in the email and enter your order number and email address or sign into your account. (*Be sure to enter your valid email address info at checkout.)
- We are not responsible for any lost or stolen packages. If you are having trouble tracking your package with the tracking number we provide, please contact the carrier.
- International orders may include limited to no tracking.
8. When will my order be shipped?
All orders placed before 5pm EST will be shipped out the following business day.
9. What are my shipping options?
Shipping options will be chosen at checkout by the customer. Colorado Threads offers a variety of shipping carriers that stem globally. The shipping rate and carrier will be determined by the customer at the speed they wish to receive the items.
10. Can you deliver to a PO Box?
As long as the package will fit in the PO box, we can absolutely ship it there. Just make sure the information is present in the shipping and delivery portion of the checkout process.
11. Can you change my shipping address?
- If you realize that you have made a mistake with your order, please contact us immediately via email at contact@coloradothreads.com (not via social media). Our support team will inform you on the possibility to change the intended delivery address.
- Please note that we process orders daily, and once the order has been picked, packed and/or shipped we are unable to assist you with any correction.
12. Do you deliver to military addresses?
Yes, we do ship to military addresses, please be sure to use the APO or FPO address to have your package handled by the Military mail system.
13. What packaging do you use?
- We use pollution-free and environmentally friendly packaging that is harmless to the ecological environment and human health. It can be reused, recycled, and conforms to the sustainable development.
- When it comes to packaging, our concept has two meanings: one is to protect the environment, the other is to save resources. The two are complementary and inseparable. Environmental protection is the core and saving resources can reduce waste, in fact, it is the protection of the environment from the source.
- Our environment-friendly packaging is developed with natural plants and related minerals as raw materials.
-
Our packaging allows us to:
- Diminish reliance on fossil fuels
- Reduce use of natural resources
- Increase use of recycled products
- Become more energy efficient
- Increase use of renewable resources
- Have cleaner and safer oceans while reducing harm to marine life
14. What payment types do you accept?
- Mastercard
- Visa
- American Express
- PayPal
- Venmo
- Shopify Pay
- Apple Pay
- Google Pay
- Discover
15. Will I be charged in USD?
All transactions will be finalized in USD.
16. I placed an order using split payment?
Orders paid using split payment (part gift card, part other payment method) will always be refunded to the gift card(s) first. Any remaining balance will be paid back to the other payment method originally used.
17. An item I bought is now a lower price, can you refund me?
We can’t refund the difference because the prices applicable can occasionally change depending on demand, stock and upcoming sales without prior warning.
18. The item/size that I want is out of stock, when will it be available again?
Some of our products will not be restocked once they are sold out due to them being exclusive. However, we do our best to make sure our staple products are stocked and available for you. If you wish to be notified for release of similar items, be sure to subscribe to our newsletter so you can be one of the first to know when new items are arriving.
19. What are the sizes of your items?
Different products have different sizing. Please view the product description for what you are interested in to see the sizing for that item. If you are uncertain about a particular fit or still have questions, please contact us via the email address provided above.
20. How can I return/exchange an item?
- Please see our Returns and Exchange policy
- Final sale items are not able to be returned, exchanged, or refunded.
- The quality of these products respect Colorado Threads high quality of standards.
- Still have questions? Please contact our support team here: returns@coloradothreads.com
21. What is the best way to wash my Colorado Threads gear?
For long, lasting care, please read the wash labels that are attached to each item. Each item is different, but we would recommend washing in cold water and hang drying for all items.
22. How do I order a gift card?
A gift card order can be placed via our website. Gift cards are not physically shipped, you will receive a confirmation email containing your gift card code.
23. How long is my gift card valid for?
Your gift card does not expire.
24. I want to return an item that is past the 30-day return window?
We do not accept returns passed the 30-day window.
25. I haven’t received loyalty points for my recent purchase?
- Sometimes the process on the backend may not show real-time. If that is the case, please allow for a 5-business day approval period on loyalty points for new purchases.
- Note that our return period is 30 days, therefore once you redeem your points you are not eligible for a refund on return of items.
We are always thrilled to know our customers are happy! Please do tell us about it at hello@coloradothreads.com. We would also love it if you choose to like, comment and follow us on social media.