COVID-19 Update
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COVID-19 Update
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Frequently asked questions (FAQ’s)

Please take a look at our FAQ’s area before you send an email, because the answer to your questions may be below.   If you still have questions for us after going through the FAQ’s, or to simply leave feedback, please feel free to send an email to support@behindthegrüv.com.  

If you have questions about your order, please be sure to add your order number, and add as much detail as possible.

CHANGING YOUR ORDER:

I ORDERED THE WRONG SIZE, CAN I EXCHANGE THE ITEM?

Yes. Since the item is created by hand, we cannot make adjustments to it, but please contact us at support@behindthegrüv.com and include your order number with a description of the issue WITHIN FIVE DAYS of receipt. The item cannot be worn and must be in its original packaging in order for us to accept the return.

I'VE CHANGED MY MIND, CAN I CANCEL MY ORDER? 

You can cancel your order if the item has not yet been printed. Once the item is with the printer, we cannot cancel. To cancel, please send us an email to support@behindthegrüv.com with the order number and PLEASE CANCEL in the subject line. We will then take care of the cancellation. 

I USED THE WRONG SHIPPING ADDRESS, CAN I CHANGE IT?

As long as your item has not yet shipped, we can change the shipping address. You will be responsible for any additional shipping charges associated with the change to the new shipping address (if applicable). Please send us an email with the correct shipping address, along with your order number, to support@behindthegrüv.com. We cannot change your shipping address if the order has already left our facilities. If this is the case, you should contact the carrier who is delivering your items.  

DHL: 1 (800) 225-5345

USPS: 877-569-6614

RETURNS AND EXCHANGES

IF YOU NEED TO RETURN OR EXCHANGE YOUR ORDER, PLEASE READ THE FOLLOWING INSTRUCTIONS CAREFULLY. IF YOUR REASON FOR RETURN SATISFIES THE BELOW CRITERIA, YOU CAN EMAIL OUR TEAM AT support@behindthegrüv.com.

Note: we cannot take exchanges for personalized items, as they cannot be restocked.

Reasons why you want to return or exchange your order

A change in size
Please let us know which size you would like and we will send you the correct one.
    Please Note: 
      1. The item(s) must be unworn and unwashed. 
      2. The item(s) should be in its/their original state.
      3. The item(s) must be returned within 30 days after you’ve received them.
      The wrong item was received
      Although all orders are double-checked prior to leaving our facility, there is the possibility that you could receive the wrong item. If this happens, please return it to our warehouse and insert a note with your order number and let us know which item you actually ordered. We will send you the correct item ASAP.
        Please Note: 
          1. The item(s) must be unworn and unwashed. 
          2. The item(s) should be in the original state 
          3. The item(s) are returned within 30 days after you received them.
          You received a damaged item
          If you receive a damaged item, please send us an email (support@behindthegrüv.com), along with your order number and a photo of the damaged good(s). If we see on the photo that the item was received damaged, we will send you a replacement ASAP at no cost to you.
            Please Note: 
              1. The item(s) must be unworn and unwashed. 
              2. The item(s) should be in its original state 
              3. The item(s) must be returned within 30 days of receipt.

              If you meet the above criteria, please send us an email to support@behindthegrüv.com.

              NOTE: We do not provide prepaid returns shipping labels. Shipping for returns or exchanges are the customers’ expense.

              WE DO NOT ACCEPT RETURNS OR EXCHANGES IF:

              • You want a refund/return because you "changed your mind". Since we print on demand, we cannot accept returns for that reason.
              • The item(s) have been worn or washed.
              • The item(s) have been altered in any way.
              • The item(s) are in any way defective from the original and sellable condition, unless the condition is the fault of Behind The Grüv.
              • The item(s) do not have the original tags on them.
              • The item(s) were Final Sale.

              GENERAL QUESTIONS:

              WHERE ARE YOUR ITEMS MADE?

              It depends on your country of residence and what item(s) you have ordered. We have factories in the United States, Mexico and Europe.

              CAN I ALSO CONTACT YOU BY PHONE?

              Emailing is the best way to get in touch. Currently we run all our support digitally. Our systems are streamlined and we strive to answer your questions in a timely matter. Please email us at: support@behindthegrüv.com.

              WHY IS EVERYTHING PRICED IN DOLLARS? I AM NOT FROM THE USA.

              Although we ship worldwide, we operate from the U.S.A. This does not mean you cannot order if you are not from the U.S.A. The credit card companies and PayPal will use your own currency during the checkout process.

              DO YOU WORK WITH SOCIAL MEDIA INFLUENCERS?

              Yes. Please email our Social Media Manager: sabrina@behindthegrüv.com. 

              CAN I USE MULTIPLE DISCOUNT CODES ON ONE ORDER?

              You can only use one discount code per order. Multiple codes are not supported on our website. 

              SHIPPING AND HANDLING QUESTIONS: 

              HOW LONG WILL IT TAKE FOR MY ITEM TO BE DELIVERED?

              This is a two-part process.

              (1) PRODUCTION TIMES:

              We print on demand. Everything is hand made for you (printing, cutting, sewing), therefore, we take about 7-11 business days to create your items. After the item is created, add additional shipping times to that. We do our best to get your order out to you in a timely fashion.

              (2) SHIPPING TIMES:

              How long shipping takes depends on your ship to location. Due to COVID-19, fulfillment and shipping times may be longer than usual.

              We have created this table to help you estimate:

              To

              Basic

              Expedited

              USA

              10-20 business days via USPS
              10-20 business days via FedEx SmartPost

              Not Available

              Canada

              10-20 business days

              Not Available

              Worldwide

              10-20 business days

              Not Available

              DO YOU SHIP INTERNATIONALLY?

              Yes. Behind The Grüv ships to customers worldwide.  

              WHAT DO YOU CHARGE FOR SHIPPING?

              Shipping charges are based on the number of items ordered and are calculated at checkout. 

              WHY CAN'T I TRACK MY ORDER ON YOUR TRACKING PAGE? 

              Once printing has been completed and your order is sent out for delivery, we will send you an email with a number to track your order. Tracking is not available until the order has shipped out from the facility.

              CUSTOMS CHARGED ME EXTRA FOR MY DELIVERY, WHAT DO I DO?

              We are sorry to hear about the custom fee, however, it is beyond our control. This is not a fee imposed by or collected by our company. Unfortunately, some governments randomly pick packages they check and decide to charge extra money for import. 

              We are sorry for any inconvenience caused, but there is absolutely nothing we can do about this.

              MATERIALS AND SIZING QUESTIONS:

              WHAT ARE YOUR LEGGINGS MADE OF?

              Our leggings are mid rise and made of 80% polyester and 20% spandex. They come with an elastic waistband and all our seams are double stitched for reinforcement. 

              WHAT SIZES DO YOU CARRY?

              We currently offer sizes from XS to XL for yoga pants, from 2XL to 6XL in plus sized leggings, tee shirts from small to 2XL and hoodies from small to 2XL. Each product page includes a sizing table beneath the item description.