Shipping & Returns
When your order ships, and how long it takes
Some of what we make sits on our shelves ready to go. The rest is made for you after you order it. Here is exactly how to tell the difference and what to expect.
Ships in 48 hours
Delivered in about 3 to 6 business days
On our shelves right now. Packed and shipped by us, by hand.
Ships in 2-10 days
Arrives in 1-3 weeks
Made after you order, then shipped. The product page says so.
Which one is my order?
The product page tells you. Every made to order item carries a note in its description that reads "This product is made especially for you as soon as you place an order." If an item does not carry that note, it is in stock and ships from our shelves.
Check the item itself rather than guessing by category. Both kinds run side by side through the whole store. Plenty of our tees, sweatshirts and hoodies are stocked and ready, and some of our headwear and accessories are made to order.
Here is why the split exists. We carry licensed apparel for 41 schools across dozens of designs, every size and every colorway. Holding all of that on a shelf is not possible, so a good part of the catalog gets made once you order it. You get your exact size and design instead of an "out of stock" message, and nothing ends up wasted.
| In Stock | Made To Order | |
|---|---|---|
| How to spot it | No made to order note on the product page | Product page says "made especially for you" |
| Time to make | Already made | 2 to 10 business days |
| Leaves our hands | Within 48 hours of your order | As soon as production finishes |
| Transit time (US) | 2 to 7 business days | 2 to 7 business days |
| Total, order to door | About 3 to 6 business days | About 1 to 3 weeks |
| Tracking | Emailed when it ships | Emailed when production finishes and it ships |
| Returns window | 15 days from delivery | 15 days from delivery |
Ordered both in one go?
If your cart mixes an in stock item with a made to order item, your order ships in two packages, from two places, and they will not arrive on the same day. The in stock piece goes out within 48 hours. The made to order piece follows once it is made. You get separate tracking for each, so a partial delivery is normal and nothing is missing.
Shipping rates and carriers
Standard shipping and USPS Ground Advantage are both free on US orders of $150 and up. Express and expedited options are not included, and are charged at the rate shown at checkout.
| Destination | Option | Rate |
|---|---|---|
| United States | Standard or USPS Ground Advantage, on orders $150 and up | Free |
| United States | Standard, under $150 | $5.49 flat |
| United States | USPS Ground Advantage, under $150 | $12.00 flat |
| United States | Express or expedited | Calculated at checkout, never free |
| Canada | Flat rate | $18 |
| UK and Europe | Flat rate | $22 |
| Everywhere else | USPS or DHL | Calculated at checkout |
We ship Monday through Friday. During peak season and holidays we add Saturdays. International orders can be held by customs, and any duties or import fees are set by your country, not by us.
Shipping to an APO or military address? Choose a Priority option at checkout. It is the most reliable route we have found.
Returns and exchanges
Made to order or in stock, the policy is the same. You have 15 calendar days from the day your order is delivered to start a return or an exchange.
Start here: dungeonforward.returnscenter.com
Holiday returns
Orders placed between November 15 and December 25 get an extended window. You have 30 calendar days after delivery to return or exchange.
How do I start a return?
- Go to dungeonforward.returnscenter.com
- Enter your order number and the email you used
- Pick the items you are sending back
- Once we approve it, you get a confirmation email with shipping instructions
What can I return?
- Anything within 15 days of delivery. Outside that window, email us before you ship anything back.
- Unworn and resellable. No signs of wear, damage, or smoke.
- Original packaging with all tags still on.
- Fit issues and quality issues both qualify.
What cannot be returned?
- Gift cards
- Discounted items, where noted
- Masks
My item arrived damaged or wrong
Reach out within 15 days of delivery and we will make it right. Send a photo if you can, it speeds things up. This applies to made to order items too. If a print came out wrong or a garment has a defect, that is on us.
Can I exchange instead of refund?
Yes. You can exchange for any variant available on the product page. Once the exchange is approved we ship the replacement. If the replacement is a made to order item, expect the same 2 to 10 business day production window before it goes out.
How do refunds work?
You can take a refund to your original payment method, or to store credit where that applies. Once we receive and inspect your return you get an email either way. Approved refunds are processed within 5 to 7 business days.
Can I cancel or change a made to order item?
Reach out as fast as you can. Once production starts on a made to order piece we usually cannot stop it, since it is printed specifically for you. If we catch it before it enters production we can change the size or cancel it outright.
Why is my order taking longer than the estimate?
The most common reasons are peak season volume, a carrier delay after the package leaves us, or an address that needed correcting. Check your tracking first. If the tracking has not moved in several days, or your made to order item has passed 10 business days without a shipping notice, email us and we will chase it down.
Still have a question?
We would rather hear from you than have you guessing. Reach out and a real person will answer.
DungeonForward
Complex Apparel LLC
Email: orders@dungeonforward.com
Customer Support: (954) 933-8297