FAQ – Awake NY

I just placed an order, can I cancel it?

Unfortunately, we are unable to cancel an order once it has been submitted. No exchanges. If the purchased item is the incorrect size you need to repurchase the correct size and we will refund your incorrect order. Please email info@awakenyclothing.com within 30 min of your update to process your refund properly.

I only received one of the items in my order, where is the rest?

Web orders can come from multiple warehouses. If you only receive part of your shipment, don’t worry, you’ll receive tracking on your other goods as they ship.

I didn't receive a confirmation email, did my order go through?

Order confirmations are received immediately after your order is complete. If you do not receive a confirmation and your card has been charged please email info@awakenyclothing.com and orders@awakenyclothing.com Make sure to save your order number for your records.

I didn't receive a tracking number, when should I expect it?

If you are a domestic customer, you should receive a shipping confirmation email within 7-10 BUSINESS days of your purchase. If you are an international customer, you should receive a shipping confirmation email within 7-10 business days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.

Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by UPSwon't show up on the tracking page. Please allow 3-5 business days for this information to appear

I made two orders today. Can you combine them into one and refund the balance?

Unfortunately, we are unable to combine shipments on multiple orders.

I emailed customer service, how long will it take them to respond?

Our representatives are available Monday-Friday, please allow 2-3 business days for a response to be received.

Which countries do you ship to?

Awake NY ships globally.