WHO ARE SID MASHBURN AND ANN MASHBURN?
HOW CAN I CONTACT YOU?
Please call our toll-free number 1-855-MASHBURN (1-855-627-4287) to speak with a member of our Customer Experience Team. We’re here Monday – Friday, 10am – 6pm EST. Outside of those hours, please feel free to leave us a voicemail or send us an email at SERVICE@SIDMASHBURN.com or SERVICE@ANNMASHBURN.com at any time, or use our Contact Form here.
ABOUT OUR PRODUCT
WHERE DO YOU GET YOUR ONLINE ITEMS?
We design, source, and produce our own SID MASHBURN and ANN MASHBURN branded product ourselves, and we do not wholesale. This means that our product is available only from us – through our physical shops in Atlanta and our online shop. We also carry a small selection of outside brands – high-quality, iconic labels we love – as a complement to our own offerings.
HOW CAN I FIND MY BEST FIT AND SIZE?
Sizing information is available on each product detail page. Click "THE FIT" to the right of the size dropdown menu to determine your best size for that style. If you have further questions, please contact our Customer Experience Team... we'd love to help.
HOW DO I TAKE CARE OF MY ITEMS?
Please see the description of each item on our website for care instructions, or, as always, contact our Customer Experience Team for additional questions. We own (and wear, and love) almost every item we offer, and are always happy to share our own experiences and suggestions.
HOW DO I PLACE AN ORDER ON SIDMASHBURN.COM OR ANNMASHBURN.COM?
We group our assortment into larger categories – you will always automatically see all items that fall into a given category. To see details, additional photos, or add an item to your shopping bag, click on a specific item. From this page, you’ll be able to select the correct size and add it to your bag. At this point, you can either continue browsing on either site, or go straight to the checkout process – this is where you’ll enter your shipping, billing, and credit card information. From here, you’ll be able to add complimentary gift packaging and a note. Note that your shopping bag is shared between SIDMASHBURN.com and ANNMASHBURN.com, so you can add items from both shops to your bag and only have to check out once – just like in our physical store. If you need any assistance at all while placing an order, we’d love to help.
HOW DO I TRACK MY ORDER'S PROCESSING AND SHIPMENT?
Upon completing the online checkout process for your order, you will receive an email from our Customer Experience Team confirming the details of your order (items ordered, sizes, colors, quantities, and billing and shipping address). Once your order is dispatched, you will receive a separate email with a UPS tracking number to track your shipment's delivery to you from our shipping center in Atlanta. Of course, you can always give us a call for a more detailed status update, especially regarding custom items such as engraving or alterations.
HOW DO I RETURN OR EXCHANGE AN ITEM?
We always want you to be in love with your purchase – so we understand that sometimes a return is necessary. Please see our RETURN & EXCHANGES policy for full details, or give us a call with more specific inquiries.
For exchanges, we recommend getting in touch with us prior to sending your items back. We often produce in small, limited runs, and sometimes, your desired item may be out of stock by the time we receive your exchange package. However, please let us know if there is a particular item you’re eyeing – we’d be happy to place it on hold for you while we await your exchange.
HOW LONG WILL IT TAKE FOR MY RETURN OR EXCHANGE TO BE PROCESSED?
We thank you in advance for your patience while your return or exchange is processed. Due to shipping schedules, it can take between two and ten business days for your package to arrive back at our shipping center in Atlanta. Typically, we are able to ship out exchanges within two business days of receipt, but will notify you via phone or email if there is any delay in processing your exchange or return. It can take between five and ten business days for a refund to appear on your credit card statement, but please feel free to reach out to us at any point in the process for a status update.
HOW DO I CHANGE OR CANCEL MY ORDER ONCE I HAVE COMPLETED THE ONLINE CHECKOUT PROCESS?
Please call us with any changes or cancellations. Our Customer Experience Team will work with you swiftly and efficiently to make any changes.
WHAT TYPES OF PAYMENT DO YOU ACCEPT?
For orders placed online, we accept Visa, MasterCard, Discover, and American Express credit cards. We also accept cash and personal checks in our physical shops in Atlanta.
HOW DO I PLACE AN ORDER BY PHONE?
Please call us toll-free at 1-855-MASHBURN (1-855-627-4287) to place an order via phone with a member of our Customer Experience Team.
If you’d like to purchase an item that is offered in one of our physical shops, but not online, please call the respective shop to speak with a sales associate. You can find shop information here and here.
WILL I NEED TO PAY SALES TAX ON MY ORDER?
Currently, only residents of the states of Georgia and Texas, and customers who select in-store pickup, are required to pay sales tax on purchases.
DOES PLACING AN ITEM IN MY SHOPPING BAG GUARANTEE THAT I WILL RECEIVE IT?
Items placed in your shopping bag are not held from inventory until you complete the checkout process. However, if you need more time, please give us a call – we are happy to reserve an item for you for twenty-four hours, just like in our physical shops.
Unfortunately, on occasion, an item might be listed as available online when it is, in fact, out of stock or temporarily backordered. Our Customer Experience Team reviews all orders and inventory levels at the end of each business day, and will contact you within one business day if an item you have ordered is out of stock or temporarily unavailable. If this is the case, we will work with you to do everything possible to find a replacement that you’ll love even more.
HOW LONG WILL IT TAKE FOR MY ITEMS TO SHIP ONCE I'VE COMPLETED MY ORDER ONLINE?
All orders placed by 1pm EST will typically ship out that same day. All orders placed after 1pm EST will, typically, ship out the next business day. During high volume events such as sales, it may take up to 2 business days for items to ship. Our Customer Experience Team will notify you via phone or email if there are any delays in regards to your shipment.
HOW LONG WILL IT TAKE TO RECEIVE MY COMPLETED ORDER?
You will be able to select which type of delivery service you prefer for your order: ground (2-7 business days), 3-day guaranteed, 2-day guaranteed, and overnight. All items are shipped via UPS, and you will receive your UPS tracking number via email after your order is dispatched. Please contact us with any questions regarding delivery service selection.
If you’re in the Atlanta area, you may also select in-store pickup if you’d rather drop by our physical shops and see us.
WHAT IS THE COST OF SHIPPING FOR MY ORDER?
We want to make it easy for you to experience Mashburn, so we offer free ground shipping and returns within the US. If you'd prefer to receive your items more quickly, 3-day, 2-day, and overnight shipping costs are calculated through our UPS best-rate calculator based on the weight of your shipment and your location. In-store pickup at our Atlanta location is offered at no additional charge.
MAY I HAVE MY ORDER SHIPPED INTERNATIONALLY?
Yes, we will happily ship internationally when we are able. Currently, we are unable to process international payments online, so please call us to secure arrangements for your package to be shipped internationally to you.
ABOUT MY ACCOUNT
HOW DO I CREATE AN ACCOUNT ON SIDMASHBURN.COM AND ANNMASHBURN.COM?
You will see ACCOUNT on the upper right portion of our page. If you click the link, you will see the option to create an account. Complete the entry fields shown with your first name, last name, email address, and the password you create, then click SUBMIT to create your new account. You may also choose to subscribe to our e-mail mailing list when you create your account, if you’d like to receive updates on new product, new content, and sale events. (We will never, ever share your contact information with anyone.)
HOW DO I EDIT INFORMATION ON MY PROFILE?
Once you log in through your account by entering your email address and self-created password, you will be able to edit and update your email address, password, as well as add shipping addresses to your address book. By logging into your account, you will also be able to quickly access your order history, your wishlist, and any gift certificate balances you might currently be holding. Of course, our Customer Experience Team can also help you update your account information.
HOW DO I LOG IN TO MY ACCOUNT?
You may log in to your personal account by clicking on ACCOUNT at the top of the screen and entering your email address and the password you created for yourself when you first set up your personal account. Your personal account accesses both SIDMASHBURN.com and ANNMASHBURN.com, and keeps track of purchases, wishlists and address books made through both sites.
HOW DO I RECOVER/CHANGE MY PASSWORD?
If you cannot remember your password for your account – and it happens to the best of us – you may click FORGOT PASSWORD under the ACCOUNT screen. From here, you will be prompted to enter the email address associated with your account, and a new password will be emailed to you. You may then re-set your password once you log back in to your account by clicking CHANGE PASSWORD once in the ACCOUNT INFORMATION page. .
MAY I SEND AN ORDER AS A GIFT?
Of course – we love sending items as gifts. We offer complimentary gift packaging, which includes the option of a handwritten note or illustration on SID MASHBURN or ANN MASHBURN stationery. Please contact our Customer Experience Team with any special gift or note requests – we are always happy to help.
MAY I PURCHASE A GIFT CERTIFICATE?
Of course. In addition to being able to purchase gift certificates in our shops, you may also purchase online gift certificates in any denomination though our site. Please note that online gift certificates are sent through email and do not automatically include a physical certificate sent through the mail, unless you specifically request one. (If you would like a tangible gift card sent to your recipient, just let us know.)
Gift certificates purchased through our online shop may be used online or in our physical shops in Atlanta, just as physical gift cards purchased in-store may be redeemed in-store or online.
ABOUT THE SITE
WILL MY ORDER AND PAYMENT DETAILS BE SECURE?
DO I NEED TO BE USING A CERTAIN BROWSER APPLICATION TO USE YOUR WEBSITE?
Our site was designed to be compatible with all standard web browsers. Please call our Customer Service team toll-free at 1-855-MASHBURN (1-855-627-4287) if you are having any technical issues at all with any aspect of our website.
DO YOU HAVE DISCOUNTS OR SALES?
Just like in our physical shops, we have two sale events a year: one at the end of the summer, typically in July, and one at the end of the winter, typically in January. Select, seasonal items will go on sale at these times, both in-store and online. Our SID MASHBURN and ANN MASHBURN classics that are offered year-round do not ever go on sale. We do not offer any additional sales, promotional discounts, or coupon codes outside of our twice-annual sale events.
I SAW A PRODUCT ON YOUR SITE PREVIOUSLY, BUT CAN’T FIND IT AGAIN. CAN I STILL PURCHASE THIS ITEM?
We are always happy to help you find exactly what you need... and what you want. If an item is no longer listed for sale online, it may be out of stock, out of season, or just living in one of our physical shops.
Some of our SID MASHBURN and ANN MASHBURN products are limited-edition. Since we design and produce our own clothing, we happily offer made-to-measure and custom items at a small upcharge. If an item is no longer available, we can often custom-make a similar or even identical one just for you. Please contact our Customer Experience Team so that we can help you get exactly what you want – either custom or off-the-rack.
Some items are also seasonal, and will not be for sale online year-round. Our Customer Experience Team is happy to help you locate such an item – just let us know. Some items will on occasion, unfortunately, be temporarily out of stock – if there is a classic piece of ours that is currently out of stock, please contact our Customer Experience team so that we may notify you as soon as it is back in stock, and ensure that an order for it, if you wish, is placed as swiftly as possible.
HOW DO I SEARCH FOR A PRODUCT ON YOUR WEBSITE?
You may look for a specific product by either using the search field located on the upper right hand corner of our website and entering an phrase for which you wish to search, or by browsing our current product assortment by category through the menu at the top of our website. You may browse items by category through the MEN's and WOMEN's drop-down menus on our homepage and browsing by category.
WHAT IF I HAVE A QUESTION THAT IS NOT ANSWERED HERE?
Call us (1-855-MASHBURN), email us (SERVICE@SIDMASHBURN.com or SERVICE@ANNMASHBURN.com) or fill out our Contact Form (here) – we are always happy to help with item questions, style questions, and anything else you can imagine.