FAQs

EFFECTIVE July 1st 2023

• We do not offer refunds. All listed sale items purchased are final sale, thus we cannot offer returns, exchanges, or refunds for these sale items. This includes holiday sales, site-wide or product specific flash sales, and items purchased using sale codes. We thank you for understanding this policy!

What payment methods do you accept? 

• We accept major credit cards (Visa, Mastercard, American Express) as well as popular digital payment platforms such as PayPal and Apple Pay.

I didn't get a Confirmation Email, where is it?

• All customers receive an automated confirmation email with respect to there being zero spelling errors. In the event that you are using a GMAIL account, please check your “Promotions” and “Socials” folders. For all other email accounts please check your Spam folders. Please note that if your inbox and/or storage is full you will not receive any correspondences. Please also keep in mind that government (.gov) and educational (.edu) emails can reroute or block incoming correspondences due to the institution's security features.

Can I cancel my order?

• We are sorry to hear you would like to cancel your order but in conjunction with our shop policies, refunds and cancellations are not permitted once an order has been completed online. 

I received a defective/wrong product...

• We apologize for the mix-up and/or defect and want to ensure you get the right item as quickly as possible! Please send us an email at CustomerService@TheBlackBarbie.com to notify us of the mix up. Please include your order number, name and email used on the order. Make sure to specify the concern: original product ordered as well as the actual product you received including the style/design, color and size. Please attach a picture of the product(s) showing the mishap. Example: showing the defect, the size, or wrong item.
• All wrong orders we send out will be corrected.  

Where is my Order?

• Due to products being made to order, as a friendly reminder, orders can take up to 7-10 BUSINESS days for processing. This policy begins 24 hours after your order is placed online.
• For International shipping please allow an additional 7-21 business days.

*Orders placed on the weekend and holidays are processed on the next business day.*

We encourage grace to be extended as sometimes we may unexpectedly require additional time to process orders depending on supplies and inventory available.

Why is my order still in "Pre-shipment"?

• Tracking numbers are sent to your email as soon as your order's label is printed. This means that the fulfillment process has begun and your tracking number will update as soon as USPS scans your order in. This does not mean your order is lost, it is not uncommon for an order to remain in pre-shipment for multiple days. Please note that we mass print orders in bulk, not individually. Shipping labels and packing slips are printed and needed for fulfillment purposes. When labels are printed, orders are then sorted for processing. When a label is printed, it does not mean that the order is heading out that same day - this circles back to the 7-10 business day processing policy.
• Please only contact us about this if your order has surpassed the estimated time for shipment.

My order says “Delivered” but I have not received it. What should I do?

• Once your order has been dispatched, The Black Barbie LLC accepts no responsibility for loss or any damage to your package. Once packages are fulfilled, we are then at the mercy of USPS, UPS and DHL carriers to deliver all packages properly and in a timely manner. If there are any delays or concerns with your package once received by USPS or UPS (including the rare case of your package not arriving) The Black Barbie is not liable as we have no control once it is with the postal service. In this instance, please contact your local postal service with the tracking number that was provided when the package was sent (USPS for US customers & Your local postal service for ‘International’ customers). 
• Unfortunately, we are not able to give any refunds or resend orders in these circumstances. We encourage you, if you haven't done so already, to check with your neighbors, surrounding locations and even with the carrier that is possibly a regular within your area. We have had numerous customers contact us letting us know that they were able to locate their packages or either the carrier will deliver the package correctly after they realized they made a mistake. We encourage you to contact your local USPS and file a claim in the event that you are still unsuccessful in locating your order. If your claim is approved with proof we may issue a store credit for the amount of the package that is in question.

Shipping Address Issues/Errors

• The Black Barbie LLC will not be held liable for any shipping address discrepancies which includes lost, stolen, misplaced, or incorrectly delivered shipments.
• It is the customer's responsibility to provide the correct information before submitting their order. If the shipping information provided is incorrect or incorrectly entered at the time of purchase please let us know as soon as possible.

What does "Pre-Order" mean? 

• Preordering a t-shirt typically refers to placing an order for a t-shirt that is not yet available for immediate purchase or shipment. It is a way for customers to reserve or secure their desired t-shirt before it becomes officially available for sale. Preorders are often offered for new or limited-edition t-shirt designs, allowing customers to guarantee their purchase and ensure they don't miss out on popular items.
• When you preorder a t-shirt, you usually place the order and make the payment in advance, even though the t-shirt may still be in the manufacturing or production stage.

How do I contact customer support if I have further questions or issues? 

• You can reach our customer support team by email CustomerService@TheBlackBarbie.com  or through the contact form on our website. We are here to assist you and provide timely responses to your queries. Please note that we operate Monday-Friday from 9AM-6PM EST. Please allow up to 24-48 hours for a response. Inquiries sent to us over the weekend and on Holidays can delay our response time.