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Customer Service

Returns & Exchanges
Ordering Q & A
Shipping & Delivery Q & A
Sizing Info
Wholesale
Submissions
Label Contact
International Customers

Returns & Exchanges (Top of Page)

Expanded Holiday Return Times

Items purchased from November 27-December 30, 2014 may be returned until January 30, 2015 unless the item is marked "final sale".

Standard 30 Day Return Policy

We will accept returns for 30 days from the day you receive your package. If you would like to exchange an item for a different size, please return it and place a new order for the correct size. Your credit card will be credited for the original item value. Initial shipping costs are not refundable.  Items purchased as "Final Sale" are not eligible for return or exchange.

If you need to return an item, simply login to your account, view the order using the "Completed Orders" link under the My Account menu and click the Return Item(s) button. You must first submit a Return Request to begin the process of your return.

You need to return all of the packaging that came with the item.  If the item came in a plastic bag or with a protective covering, you need to put it in that bag or box before sending it back to us.  If it is missing packaging, a 20% restocking fee will be applied to the refund. If you return an item in worn condition or without tags, we will be unable to issue a refund.

The return address:

Returns
The Giant Peach
1805-C Clement Ave
Alameda CA 94501


We will notify you via e-mail of your refund once we have received and processed the returned item(s). Please allow at least 2 weeks time for your return to be processed.

Return shipping is the responsibility of the customer. Do not send packages to us COD. They will be refused.

PLEASE NOTE:
We do not accept returns on items that have been worn or washed. Unfortunately, we cannot replace items that you may have broken or damaged through use.


For further assistance, please contact us.


Ordering Q & A (Top of Page)

+ Payment Options
The Giant Peach accepts: Visa, MasterCard, American Express, Discover, PayPal or Money Order.

+ What is a Money Order?
Money Orders are official checks which can be obtained at banks and some post offices. We have included this option for people who do not have credit cards. Please DO NOT use this option if you do not know what a Money Order is or if you are an international customer. We hold these orders until we receive payment. If we do not receive payment after 2 weeks, the order is canceled.

+ How do I place an order?
You may place an order on-line or over the phone.

Our phone number is 1-866-384-7271 if you wish to place a phone order.

We collect tax for orders shipping to: California.

TWO WAYS TO CHECK OUT -- (Registered User or GUEST)

REGISTER AS A USER:
To become a registered user, click on the 'My Account' link at the top of the page. Once you navigate to the next page you will want to click the link that says, 'Click here to create a new account.'

- You will then want to fill in your Personal Details followed by your Shipping Details. Please make sure that all of the information entered is as accurate and up to date as possible. When you are finished, click the 'Create My Account' button to finalize your registration. You will then be logged into the web-site under your desired user account.

Note: When checking out as registered user or as a guest, please make sure that whichever credit card you choose to use matches the billing address that the financial institution has on file. A non-matching billing address will result in a delay of your order.

GUEST CHECKOUT:
In order to check out as a guest, simply follow the steps below:

- Add items to you cart that you wish to purchase.
- Once you have added items to your shopping cart and are ready to checkout, click the 'View Cart' link at the top of the page. You will also see an Item count connected to this.
- Once you navigate to the next page, you should be viewing the items within your shopping cart. Click the 'Proceed to Checkout' image button if you are ready to finalize your order. Otherwise, click the link that says 'Click here to keep shopping'
- When you click the 'Proceed to Checkout' image button, you will then be given the option to checkout as a guest or register an account. If you still wish to checkout as a guest, click the 'Checkout as a guest' radio button then click 'Continue'.
- You will then need to enter your Billing Details, Shipping Details, select an available Shipping Method then proceed to Step 5 which is the final step in completing your order.
- In Step 5 carefully review and confirm your order details, select your desired payment method then click 'Continue' to finalize your order.

+ Using Your Credit Card
In Step 5 of the Checkout Process, enter your name exactly as it appears on your credit card. When filling out your Billing Details, make sure the information is as accurate and up to date as possible and appears exactly as it does on your credit card statement. We need this information to take your order and validate your credit card. Please note that for certain orders, we may request a cardholder's signature.

+ Incorrect Billing Information
You are charging your own card when you place your order. We reserve the right to hold or cancel any order for suspected fraud or incorrect billing information. Affected customers will be contacted by our Orders Department. We do our best to contact our customers as quickly as possible whenever there is a credit card discrepancy. However, we cannot be responsible for delays or cancellations caused by lack of customer response.

If you are placing an order from certain countries, you may need to email us a letter of authorization including your full name as it appears on the credit card, the credit card number, expiration date, billing address, authorization to charge your card and a photoof the front and back of the credit card or your ID.


If we do not receive your response in a timely fashion, your order will be canceled. All international orders are responsible for duties and taxes incurred upon delivery. For the U.K., we cannot ship to addresses other than the billing address. 
 
+ Sales Tax
We are required to collect sales tax for orders shipping to any location in California. Please refer to your state's tax board for information about tax use in your specific state.

+ Order Changes or Cancellations

It may be possible to cancel or change your order if you call 1-866-384-7271 or e-mail us IMMEDIATELY after placing your order with your full name and order information. If you have received a shipping confirmation, you may return the order for a refund (less shipping) after it arrives. If you have questions on returning an item, please refer to the Returns & Exchangessection of this page.
+ Combining Orders
In most cases, we are unable to combine shipping charges for orders that were placed separately. Please carefully review your order before you place it.  
+ Receipts
You will receive a receipt via email. If you did not enter your email address correctly, you can contact us for a copy of your receipt/order information. Some mail systems block our emails, so you may want to adjust your settings to accept email from our domain. We send our receipts via email to reduce paper waste. You may also log into your account to print a copy of your receipt.

+ Inquiries
Please direct all order questions to the Orders Department by using our on-line contact form or call us at 1-866-384-7271 M-F 10:00 AM - 6:00 PM PST (*excluding Holidays). All calls will be answered in the order received. Please do NOT call us repeatedly. We have a small staff, and occasionally we are all on another line. Please leave a message, and we will get back to you as quickly as possible. We appreciate your patience during the busier times of the year.

+ In-Store Pick Up
While our warehouse is still not set up for shopping, we are trying to accommodate customers who are in the area and want to pick up their order. If you would like to save on shipping, please call us at 1-866-384-7271 x1 and let our customer service rep know that you would like to pick up your order. They will help you place your order on-line and have your order pulled. We will do our best to have your order ready at your requested time. Please keep in mind our hours of operation, which are M-F 10:00 AM - 6:00 PM PST (*excluding Holidays).  

In most cases, you can pick up your order the same day you place it as long as it is within our hours of operation.
 
The Giant Peach
1805 Clement Ave.
Suite C
Alameda, CA 94501
 
Need directions?
Click here to get driving directions powered by Google Maps.

Shipping & Delivery Q & A (Top of Page)

2014 HOLIDAY SHIPPING SCHEDULE:
 
For orders within the U.S., we recommend that you order by December 15, 2014 for delivery by Christmas.
For orders outside of the U.S, we recommend that you order by December 1, 2014 for delivery by Christmas.
Please plan ahead for weather-related delays and international Customs inspection.

Shipping time frames may vary depending upon weather conditions and the designated carrier service. For the most up to date shipping carrier information, please visit www.usps.com and www.ups.com

Note: At times we may experience an out of stock item.  If this occurs, you will be contacted immediately. 

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+ Shipping Time
We are open M-F 10:00 AM - 6:00 PM PST (*excluding Holidays). We generally fill orders within 24-48 hours on business days. Once an item has shipped, most orders arrive within two weeks. If you are in a different country, please allow extra time, as your item will have to pass through customs. Time in transit varies by country and by carrier. Orders placed after 10:00 AM PST will typically ship from our facility the next business day. Our intent is to offer our customers a secure experience at all times. Therefore, all orders are subject to a security check, which may result in a shipment delay of up to 48 hours. If your order is under review, the items on your order may not be available at the time the order is released for shipment.

REASONS FOR A SECURITY CHECK:
- The banking partner for the credit card you provided informed us that one or more components of the billing address that you provided in your order do not match the information in the bank's system.
- You moved recently and have not updated the billing address for your credit card.
- You entered the shipping information as the billing information.
- You are a college student, and you entered your current address in place of your billing address.
- You are shipping to an address other than the billing address, and we cannot confirm cardholder participation in the transaction.
- You are using a gift card and the issuer is denying the address you entered.

Your billing information is the address your bank or credit card has on file and/or where your statements are sent. Any of the above mentioned reasons may affect and delay your order.

DOMESTIC orders are usually shipped via First Class or US Priority Mail, which generally takes 2-7 days to arrive.  First Class is only available for packages weighing up to 13 oz.  We reserve the right to ship via other methods such as UPS or Fed Ex if we believe it will be a more secure method.   Some methods of delivery require a signature upon delivery.   This is to prevent merchandise from being left in an unsecure location and stolen. 

INTERNATIONAL orders are shipped via US First Class International Mail or International Express Mail.  First Class International shipping DOES NOT provide insurance or tracking, but we allow it to provide an economical option for lower value items.  If you are ordering a substantial amount of items or a high ticket item, we strongly advise using Express Mail which provides insurance and tracking.  We will be unable to replace items or credit you back if you have not chosen International Express Mail.  For some countries, the only option available is International Express Mail.  Effective immediately, orders shipping to Great Britain can only be shipped to the billing address of the credit card. 

+ Shipping Rates
Shipping rates are based on item weight and packaging. For any order, put the items you'd like in the shopping cart and proceed to checkout. Once you tell the shopping cart where you live, it will figure out the shipping costs for you. For International Orders: Select shipping method manually based on your complete item weight total. International rates are figured to the closest pound. 

+ Has my order shipped yet?
As soon as your order is packed and released for shipment from our facility the status of your order will change from 'Payment Received' to 'Shipped'. Once this happens you will receive an e-mail from our Orders Department letting you know that your order has been shipped.


+ What is my tracking number?
Should there be a tracking number available for your package, you will receive this information in a separate e-mail which comes from USPS or UPS depending on how your package shipped out from our facility. This e-mail will not come from The Giant Peach. At times it may be routed into your 'Junk' e-mail folder or 'Spam' folder. Be sure to carefully review each folder. Your tracking information will be e-mailed to you once it is scanned into the mail stream. In order to track your package once you receive this information you may visit www.usps.com or www.ups.com.

NOTE: The Giant Peach cannot be responsible for items once they have been confirmed as delivered. We recommend that you have your packages shipped to a secure location. If you live in an apartment building or dorm, please check with your apartment manager or R.A., as many times they have accepted packages. You may also want to check with your post office and postal carrier to make sure they are not holding your package.

+ Shipping Address Different From Billing
In most cases, we are able to ship to an address other than the billing address. Please make sure to enter the correct billing address in the order form and change the shipping name and address when prompted by the shopping cart. We currently will not ship to addresses other than the billing address in Great Britain.

Certain orders may require additional information. If your order is being reviewed by our Accounting Department, you will be notified.

 
+ Shipping internationally and to FPO Addresses & PO Boxes
We currently ship via a variety of methods, and we are able to accommodate orders shipping to other countries, military addresses and PO Boxes. 
 
+ Customs Charges
For international customers, the Customs Bureau in your country may levy a duty on your package. We try to accurately value the cost of goods in your package and cannot be responsible for additional charges levied by your local Customs officials. Please do not ask us to undervalue your package.  It is unethical and could jeopardize our ability to ship internationally.

+ Shipping Errors
If we make a mistake and sent you the wrong item, or if you received a damaged product, we apologize! We do our best to screen items before they are shipped. Please contact our Orders Department. You may use our on-line contact form.

+ Address Errors
Unfortunately, we cannot be responsible for packages that are misdirected due to address information omitted or entered incorrectly by the customer. Please make sure you are including your entire shipping address (including your company name, street number and name, suite/apartment number, city, state/region, postal code and country). If it does not fit into the fields given, please type it out completely in the comments box. It is always a good idea to check with your local post carrier/office to make sure they are not holding the package for you. If your package is returned to us, we are happy to send it out again, but we will have to re-charge you for the postage. If a package is unclaimed and returned to sender, a refund for the item value of the order will be issued (less shipping costs).

+ Items Confirmed Delivered via Tracking or Delivery Confirmation
The Giant Peach cannot be responsible for items once they have been confirmed as delivered. We recommend that you have your packages shipped to a secure location. If you live in an apartment building or dorm, please check with your apartment manager or R.A., as many times they have accepted packages. You may also want to check with your post office and postal carrier to make sure they are not holding your package.

+ Picking Up Orders or Visiting Our Facility
While our warehouse is not set up for shopping, we are trying to accommodate customers who are in the area and want to pick up their order. If you would like to save on shipping, please call us at 1-866-384-7271 x1 and let our customer service rep know that you would like to pick up your order. They will help you place your order on-line and have your order pulled. We will do our best to have your order ready at your requested time. Please keep in mind our hours of operation, which are M-F 10:00 AM - 6:00 PM PST (*excluding Holidays).

In most cases, you can pick up your order the same day you place it as long as it is within our hours of operation.
 
The Giant Peach
1805 Clement Ave.
Suite C
Alameda, CA 94501
 
Need directions?
Click here to get driving directions powered by Google Maps.

Sizing Info (Top of Page)

Sizing varies from one brand to another. This prevents us from having a site wide sizing chart for every single size available for a specific brand or item. We do our best to provide general approximate sizing for a size Medium which is the size photographed for each clothing item on our web-site. Generally, sizing varies by 1 inch from size to size (i.e. if a Medium is 23” in length, a Small will be 22” in length and a Large 24” in length).  We are happy to help you find the right size before finalizing your order.  If you should have any questions about sizing, please contact us.


Wholesale (Top of Page)

We wholesale some shirts for Quannum, Stones Throw, Definitive Jux & various individual artists. We do not wholesale the clothing lines and/or other brands. If you are a retail store or distributor, please e-mail our Wholesale Department for more information.


Submissions (Top of Page)

We are not currently adding any labels or clothing lines to the site, but you are welcome to send us information or catalogs to:

The Giant Peach
1805 Clement Ave
Suite C
Alameda, CA 94501

We are unable to confirm delivery or respond to each submission individually. NO CALLS, PLEASE


Label Contact (Top of Page)

We do online fulfillment for specific labels. If you have a question for a label or an artist, we can try to pass along your contact information, but we cannot guarantee they will respond. Please contact us for more information.

If you have a question that wasn't answered here, you are welcome to contact us.

You may also call the office: 1-866-384-7271
Normal business hours are M-F 10:00 AM - 6:00 PM PST (*excluding Holidays).

If you get the voicemail, please leave your name and phone number SLOWLY so we can call you back. Please be aware that we are also fielding calls from artists, managers, labels, but we will try to return your call as soon as possible.


International Customers (Top of Page)

Shipping Rates are based on item weight and packaging. For any order, put the items you would like into the shopping cart and proceed to checkout. Once you tell the shopping cart where you live, it will figure out the shipping costs for you. For International Orders: Select shipping method manually based on your complete item weight total. International rates are figured to the closest pound.


+ Customs Charges
For international customers, the Customs Bureau in your country may charge a duty on your package. We try to accurately value the cost of goods in your package and cannot be responsible for additional charges levied by your local Customs officials. Please do not ask us to undervalue your package -- it is unethical and could jeopardize our ability to ship internationally.

+ Shipping Time
We are open M-F 10:00 AM - 6:00 PM PST (*excluding Holidays). We generally fill orders within 24-48 hours on business days. Once an item has shipped, most orders arrive within two weeks. If you are in a different country, please allow extra time, as your item will have to pass through customs. Time in transit varies by country and by carrier. Orders placed after 10:00 AM PST will typically ship from our facility the next business day. Our intent is to offer our customers a secure experience at all times. Therefore, all orders are subject to a security check, which may result in a shipment delay of up to 48 hours. If your order is under review, the items on your order may not be available at the time the order is released for shipment.

REASONS FOR SECURITY CHECK:
- The banking partner for the credit card you provided informed us that one or more components of the billing address that you provided in your order do not match the information in the bank's system.
- You moved recently and have not updated the billing address for your credit card.
- You entered the shipping information as the billing information.
- You are a college student, and you entered your current address in place of your billing address.
- You are shipping to an address other than the billing address, and we cannot confirm cardholder participation in the transaction.
- You are using a gift card and the issuer is denying the address you entered.

Your billing information is the address your bank or credit card has on file and/or where your statements are sent. Any of the above mentioned reasons may affect and delay your order.

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