HOW CAN
WE HELP?
Start with the fastest route below. If you still need us, the form and our inbox are always open.
TRACK AN
ORDER
View your current and past orders in Stray customer accounts.
RETURN OR
EXCHANGE
30 days from delivery. Free exchanges. Start here and we'll route it correctly.
GIFT CARD
HELP
Check a balance, resend help, redemption details, and gift-card FAQs.
SHIPPING &
DELIVERY
Processing time, tracking, missing packages, address changes, and more.
BEFORE YOU
WAIT ON US.
The things we get asked most, answered plainly. If your situation is different, use the form below.
WHEN WILL MY ORDER SHIP?
Most orders leave us in 1–2 business days. Once shipped, standard US delivery typically takes another 3–7 business days.
We currently ship within the United States only. US orders over $80 ship free. Read the full shipping policy →
WHERE IS MY ORDER?
We email tracking as soon as your order ships. Carrier tracking can take up to 24 hours to begin updating.
You can also view your orders here. If tracking says delivered but you don't have it, check around your property and confirm the delivery address. If it's still missing after 48 hours, contact us with your order number.
CAN I CHANGE MY ADDRESS OR CANCEL AN ORDER?
Email us as soon as possible. If the order hasn't shipped yet, we'll do our best to update or cancel it. Once it has shipped, we can't pull it back.
WHAT'S THE RETURN / EXCHANGE POLICY?
You have 30 days from delivery. Items must be unworn, unwashed, in original condition, with original tags attached.
Exchanges are free both ways. Refund returns have a flat $6 return-label deduction. Original shipping charges aren't refundable unless the return is because of our error.
Gift cards and Final Sale items can't be returned. Read the full policy →
WHAT IF I RECEIVED THE WRONG OR DAMAGED ITEM?
That's on us. Contact us within 30 days with your order number and a quick photo. We'll make it right at no cost to you.
HOW DO SIZES FIT?
Most Stray apparel is built around a relaxed unisex fit. Product pages include the relevant measurements and size guidance.
HOW DOES MY PURCHASE HELP SHELTER DOGS?
Every merchandise item funds 20 shelter-dog meals through Greater Good Charities®. Every Stray gift card purchased also funds 20 meals.
We're also building toward direct adoption-fee and local-rescue support. We don't count that as a guaranteed per-order benefit yet. See the full impact →
WHOLESALE, PRESS, SHELTER PARTNERSHIPS, OR COLLABORATIONS?
Use the form below or email hello@strayproject.com. Include your organization or outlet, what you're proposing, and any relevant timing in the first message.
SEND US
A NOTE.
The form helps us get the right information the first time. If you'd rather skip it, email works just as well.
hello@strayproject.com→ USUALLY WITHIN 1 BUSINESS DAY