The questions our support inbox actually gets, answered in the order people ask them.
Orders and delivery
How long will my order take?
5 to 8 business days in total: 1 to 2 days handling in the warehouse and 4 to 6 days in transit with FedEx. The full breakdown is on Shipping & Delivery.
Where does my order ship from?
Kwai Chung, New Territories, Hong Kong SAR. There is no US warehouse. Our office at 2333 E Southern Ave UNIT 1065, Tempe, AZ 85282, United States does not hold stock.
Why is there a duty line at checkout?
Because the parcel is imported. US import duty of 10% of the merchandise subtotal is collected at checkout and paid to customs by us. FedEx will not ask you for anything on delivery.
Do you ship outside the United States?
Not at the moment. The checkout only accepts US addresses.
Can I collect from your Tempe address?
No. It is a business office, not a warehouse or a shop.
Can you deliver to a PO box?
No – FedEx cannot deliver to PO boxes, and we cannot ship to APO/FPO/DPO addresses or to freight forwarders either.
My tracking has not updated for days. Is my parcel lost?
Probably not. Tracking often goes quiet for 24 to 48 hours while a parcel is airside and again during customs clearance. If nothing has moved for seven days, email us and we will open a trace.
Sizing and fit
What size should I order?
Measure a garment you already own and compare it against the chart on our Size Guide. That is more reliable than a body measurement, because cut varies more than bodies do.
Do sizes run small?
It depends on the brand, and we say so on the listing where we know. The Specifications tab names the actual manufacturer so you can check their own chart too.
The size I want is not listed.
Then we do not have it. We do not list sizes we cannot ship.
Products
Are these branded items?
No, and deliberately so. We sell plain clothing made to order by a print partner or bought direct from the mill. Because neither is a branded retail line, there is no barcode to look up – the Specifications tab gives the brand and part number instead, and says plainly that no GTIN exists. Nothing we stock carries a logo or licensed artwork, so there is nothing here to counterfeit – see About Us.
Do you make your own clothes?
No. We are a retailer, not a manufacturer. The brand named on each listing made the garment.
Why do some photos look like catalogue shots?
Because some are. Where an image comes from the manufacturer’s catalogue rather than our own warehouse photography, the listing says so. We would rather label it than pretend otherwise.
Is the stock level on the site real?
Yes. We do not run fake scarcity counters or countdown timers.
Returns and refunds
How long do I have to return something?
30 days from the day your parcel is delivered, not from the day you ordered.
Who pays return postage?
We do if the item was faulty, damaged, wrong or not as described. You do if you changed your mind or ordered the wrong size. There is no restocking fee either way. The full table is on the returns page.
Can I exchange instead of returning?
We do not run exchanges – the swap would take another two weeks in transit. Return for a refund and reorder; the new order ships straight away.
Do I get the duty back?
Yes, in proportion to the goods returned, on any accepted return including change of mind.
Payment and account
What can I pay with?
PayPal and Visa. See Payment Methods.
Do you store my card details?
No. Card entry happens on the payment provider’s hosted form; we only ever receive a token and the last four digits.
Do I need an account to order?
No, guest checkout is available. An account just makes it easier to track orders and start a return.
Still stuck?
Email support@bgalz.com or call +1 859-555-5321, Monday to Friday 9:00 – 18:00 MST.