CUSTOMER SUPPORT

CONTACT

EMAIL: HELLO@SOUTHERNBOYCO.COM 

TEXT ONLY: 908-408-7226

Facebook/Instagram messages of our business & team members are not closely monitored for business related issues — email is always best to reach us. For urgent issues, please write URGENT in the subject line.

 

RETURNS + EXCHANGES

Here at Southern Boy/Southern Hope, we do accept returns + exchanges.

You must email within 7 days of the delivery date. This will be confirmed by the tracking information associated with your order.

Please always take the time to double check your order as it comes in, as we are human and sometimes make mistakes.

We ask that ANY items being returned to us for any reason have active tracking within 10 days of when the return label was sent. If the item(s) are not showing movement by that time, the return process will be voided & the item(s) will no longer be eligible for return/exchange/shop credit/etc.

The following conditions must be met for returns + exchanges:

• Item(s) must be in original condition as delivered; unworn, unwashed, etc. Items not in this condition will not be acceptable for return or exchange.
• Damaged and defective product must be reported within 7 days of receipt to be eligible for replacement. Please send an email to hello@southernboyco.com with your order number and detailed photos of the defect and we are happy to help. We do not replace items that have been washed or worn.
• Only full price merchandise may be exchanged/returned; no sale/discounted, special offer or clearance items will be able to be exchanged - all of these items are final sale. Gift cards and customized orders are also final sale, and unable to be returned, refunded or exchanged.
• We only accept returns or exchanges on orders from our website, or if an invoice was sent by one of our team members.
• Shipping cost are non-refundable. If you return an order for a refund/shop credit, you will receive a refund, less the cost to ship your order.
• If the total value of your exchange is greater than the value of the returned items, we will invoice you for the difference.
• If you are returning any item for an exchange, the exchange item will not be mailed until the return label tracking is active. No exceptions. Refund request cannot be completed until the items are in hand at the shop and have been checked over. 
• Please contact customer service (hello@southernboyco.com) for returns or exchanges. Include the following information:
• Order Number
• Reason for Return or Exchange
• Item you would like in exchange if applicable.

 

DAMAGED OR INCORRECT ITEM RECEIVED

If the item you received is not the correct item you ordered or is damaged, please email customer service (hello@southernboyco.com) within 7 days of delivery. 

Include the following in your email:

• Order Number
• Photo of what you received, along with your packing slip
• Issue at hand; damaged/incorrect item(s)

Should you wish to return the incorrect item, we cannot ship the replacement until the return label tracking is active. We will get your replacement out when the tracking begins to update! We ask that ANY items being returned to us for any reason have active tracking within 10 days of when the return label was sent. If the item(s) are not showing movement by that time, the return process will be voided & the item(s) will no longer be eligible for return/exchange/shop credit/etc.

 

LOST OR STOLEN PACKAGES

Southern Boy Co + Southern Hope are not responsible for lost or stolen packages or any shipping issues once the package in question leaves our warehouse. Once it has left our warehouse, it is then the responsibility of USPS, UPS or FedEx. Please keep a close eye on the tracking information provided to know when you should expect your order.

The carrier will generally determine if your order can be left in a safe secure place at your delivery address. If you believe your package may have been lost or stolen, contact the carrier or our customer service, southernboyco@gmail.com, for assistance in filing a claim if needed.

 

PACKAGE RETURNED TO SENDER

If your package is returned to us, we will contact you via the email provided at the time of order to discuss how you would like to proceed. We are more than happy to reship the package for you, but we do ask that you pay a $5 reshipment fee. If there is no response after 7 days, we will refund you for your order, less $5 to cover shipping charges.

 

ORDER CANCELATIONS 

You are able to cancel any order up until the point where it has been fulfilled. If it has been fulfilled, we are unable to cancel and refund at that time.

To cancel an order, email us at hello@southernboyco.com. Be sure to include your order number as well as your request so we can assist you as quickly as possible.

 

REFUNDS

Refunds can take up to 15 business days to be posted to your original payment method. This time frame may vary based on your particular payment method. This will be determined by your payment method - not us.

If you paid with a Gift Card, your refund will be processed as a gift card.

PayPal refunds will be issued back to the original PayPal account used for purchase.

Credit/Debit card refunds will go back to the card used for purchase.

 

EDITING OR UPDATING A SHIPPING ADDRESS

All orders placed will be shipped to the order you provide when the order is placed. ALWAYS be sure to double check this as you order.

Shipping addresses can be updated all the way through the fulfillment process, until the shipping label is printed. Once the label has printed - it is then too late to update past that point.

Southern Boy/Southern Hope is not responsible for your packages being delivered to the incorrect address. Please confirm everything is up to date when you place your order, and be sure to email customer service immediately if there is a change in address (even if you’re not sure if you have any open orders, it’s always better to be safe than sorry!).

To update a shipping address, please email customer service (southernboyco@gmail.com) with your order number, and the correct address, with urgent in the subject line. We will get this updated for you before your order ships. Please keep in mind that this needs to be emailed during a business day (Monday-Friday, 8am-5pm) to ensure it will be edited in time. If you email on the weekend or after business hours, there is a chance it will not be updated until the next business day.

 

CURRENT ORDER PROCESSING TIME

In stock items can take up to 14 days days before they leave the warehouse. We are not responsible for any shipment delays once the order has left our warehouse.

Preorder Items are estimated 4-5 weeks before shipping begins. Release dates can often be confirmed in the VIP groups on Facebook, on the website in the item description, or by emailing customer service. hello@southernboyco.com.

 

ORDER ISSUES

Should any issue arise regarding your order, we will contact you via the email or phone number provided at the time your order is placed. Out of stock issues will be emailed and if there is no response within 5 days, we will refund the out of stock items & ship the order as is if there is more to be sent. 

 

BECOMING A BRAND REP

We host a brand rep search in our Facebook groups every few months; Southern Boy Co VIP & Southern Hope VIP. It is during these searches that we accept new applications to rep for us, and during this time only. Our next rep search will be held at the end of September 2024. Stay tuned to see when they’re announced in the corresponding group!

 

WHOLESALE

Please see the wholesale tab at the bottom of the home page of our website.