Frequently Asked Questions

What is Pompton?

Pompton is a lifestyle and streetwear brand built around identity, growth, confidence, pressure, and staying true wherever you go. The brand represents carrying your foundation with you while continuing to evolve.

Where is Pompton based?

Pompton is based in Los Angeles County, California.

Do you have a physical store?

Pompton currently operates online. Orders are placed through the website and fulfilled through a third-party production and fulfillment partner.

How do I contact Pompton?

Email info@pompton.net. Include your order number if your message is about a purchase.

How do I place an order?

Choose the item you want, select the size, color, and quantity if available, add it to your cart, then complete checkout through the secure checkout system.

Will I receive an order confirmation?

Yes. After checkout, the online store system sends an order confirmation to the email address used at checkout. Review your order details immediately to make sure your email, shipping address, size, color, and quantity are correct.

Can I change my order after placing it?

Changes are not guaranteed. Pompton products are made to order, and production can begin soon after checkout. If you need a change, email support immediately with your order number.

Can I cancel my order?

Cancellation is only possible if the order has not entered production. Since items are made after purchase, cancellation requests must be sent as soon as possible.

What if I entered the wrong shipping address?

Contact support immediately. If the order has not been processed or shipped, an address update may be possible. If the order has already shipped or production has advanced, Pompton may not be able to change the destination.

What payment methods are accepted?

Pompton accepts the secure payment methods shown at checkout. Available methods may include major cards and other supported digital payment options depending on the checkout system.

Is my payment information secure?

Yes. Payments are handled by a secure third-party payment processor. Pompton does not store complete card numbers, security codes, or full payment credentials on its website.

Secure payment providers are designed to reduce card-data exposure and follow payment security standards for handling sensitive cardholder information.

Why was my payment declined?

A payment may be declined for several reasons, including incorrect billing details, insufficient funds, bank security rules, expired card information, fraud protection, or temporary payment processor issues.

If your payment fails, confirm your billing information, try another approved payment method, or contact your bank.

Will Pompton see my full card number?

No. Pompton does not receive or store your full card number. The secure payment processor may provide limited non-sensitive details such as card brand, last four digits, payment status, or transaction reference.

What should I do before filing a payment dispute?

Contact Pompton first at info@pompton.net. Most issues can be resolved faster by support than through a bank dispute.

Include your order number, the issue, photos if relevant, and any tracking information.

Are Pompton items made to order?

Yes. Most Pompton items are made after an order is placed. This helps reduce waste, avoid unnecessary inventory, and allow each item to be produced specifically for the customer.

Who produces the products?

Pompton uses a third-party production and fulfillment partner to print, produce, pack, and ship most products.

How long does production take?

Production times vary by item type, order volume, fulfillment location, availability, and seasonal demand. Many made-to-order products commonly require several business days before shipping.

Why did only part of my order ship?

Some items may be produced or shipped separately depending on product type, fulfillment location, packaging requirements, or inventory availability. If items ship separately, tracking may also arrive separately.

How long does shipping take?

Shipping time depends on the destination, carrier, selected shipping method, and production completion. Delivery time begins after production is finished and the carrier receives the package.

Will I get tracking?

Yes. When tracking is available, it will be sent to the email used at checkout after the order ships.

Why does tracking say my package has not moved?

Carriers may take time to scan packages into their system. Tracking can also pause during high-volume periods, weather delays, routing delays, or carrier processing.

What if my package is marked delivered but I do not have it?

First check around your property, mailbox, parcel locker, front desk, neighbors, or building office. If it still cannot be located, contact the carrier and then email Pompton with your order number and tracking details.

What if my package is lost?

If tracking shows a package may be lost, contact Pompton with your order number and tracking information. Lost package claims must be reported within the required timeframe so the issue can be reviewed with the fulfillment or shipping provider.

Do you ship internationally?

International availability depends on checkout options, fulfillment capabilities, carrier service, and product restrictions. If international shipping is available at checkout, the order can be placed.

Who pays customs, duties, or import fees?

Customers are responsible for any customs fees, import taxes, duties, brokerage fees, or local charges required by their country or region.

Do you accept returns?

Since Pompton items are made to order, returns are only accepted for damaged, defective, misprinted, or incorrect items.

Can I return an item because I ordered the wrong size?

No. Incorrect size selection is not considered a production defect. Customers are responsible for reviewing sizing before checkout.

Can I return an item because I changed my mind?

No. Made-to-order products are not returnable for buyer’s remorse, preference changes, or change of mind.

What qualifies for review?

The following issues may qualify for review:

• Damaged item
• Defective item
• Misprinted item
• Wrong item received
• Wrong size or color sent by mistake
• Package confirmed lost by carrier review

How do I report a problem with my order?

Email info@pompton.net with your order number, issue details, and clear photos showing the problem.

Claims should be submitted as soon as possible after delivery. Delayed reports may be harder to verify.

When are refunds approved?

Refunds may be approved for verified damaged, defective, misprinted, incorrect, or qualifying lost orders. Each case is reviewed based on the order details, photos, tracking, and fulfillment partner requirements.

Can I get a replacement instead of a refund?

In many cases, a replacement may be offered for verified production or fulfillment issues. Replacement approval depends on the issue and available fulfillment options.

How long does a refund take?

If approved, refund timing depends on the payment processor and the customer’s bank or card issuer. After a refund is issued, banks may take additional business days to post it.

Are shipping fees refundable?

Shipping fees may not be refundable unless the issue is tied to an approved fulfillment error, damaged item, defective item, incorrect item, or qualifying lost package claim.

Why was my refund request denied?

A refund request may be denied if the issue is related to buyer’s remorse, incorrect size selection, wrong address entered by the customer, delayed claim reporting, normal product variation, or lack of evidence showing a defect or fulfillment error.

How do I choose the right size?

Review the product size information before checkout. Compare the measurements with a similar item you already own for the best fit.

Do all products fit the same?

No. Fit can vary by product type, garment brand, fabric, cut, and production style. A hoodie, tee, and hat will not fit the same way.

Will the color look exactly like the website image?

Product colors may appear slightly different due to screen settings, lighting, mockup previews, fabric type, and production variation.

Can print placement vary?

Slight print placement variation can occur during production. Minor variation is normal and does not always qualify as a defect.

What customer information does Pompton collect?

Pompton may collect information needed to process orders and provide support, including name, email address, shipping address, billing details, order details, customer messages, and website activity data.

Does Pompton sell customer information?

No. Pompton does not sell customer information.

Who can access my order information?

Order information may be shared with third-party service providers only when needed to process payments, fulfill products, ship orders, operate the website, prevent fraud, or provide customer support.

Is my card information stored by Pompton?

No. Full card information is handled by a secure third-party payment processor. Pompton does not store complete card numbers or security codes on its website.

How fast does Pompton respond?

Response times may vary, but most support messages are reviewed within 1 to 3 business days.

What should I include in my support email?

Include the following:

• Your full name
• Your order number
• The email used at checkout
• A clear description of the issue
• Photos if the item is damaged, defective, incorrect, or misprinted
• Tracking details if the issue is shipping-related

Can I message on social media for order help?

Email is the best support method because it keeps order details organized. Social media messages may not be reliable for resolving order issues.

Are Pompton designs protected?

Yes. Pompton brand names, graphics, logos, designs, product images, copy, and creative materials belong to Pompton unless otherwise stated. Do not copy, reproduce, resell, or use Pompton materials without permission.

Can Pompton update its policies?

Yes. Pompton may update policies, product availability, pricing, designs, shipping rules, refund rules, and website content at any time.

Are product mockups guaranteed to look identical?

Product mockups are visual previews. Final products may vary slightly based on production method, garment type, screen display, lighting, material, and normal manufacturing differences.

What happens if fraud is suspected?

Pompton reserves the right to review, hold, cancel, or refuse orders that appear suspicious, incomplete, abusive, fraudulent, or inconsistent with normal checkout activity.

Is this FAQ part of Pompton’s store policy?

Yes. This FAQ is intended to help explain Pompton’s customer service process, made-to-order production model, shipping expectations, payment security, and support rules.