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Store FAQs

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How do I know if my order was successful

When you have successfully completed your order you will receive an email from our store titled "Your order with 12RND & UBX Store" which will include all details of your order.

If you haven’t received an order confirmation email within 24 hours of placing your order please contact our store and ordering team directly.

I’ve placed an order but I made a mistake / have changed my mind. How can I change / cancel my order

Unfortunately we can’t change any information on an existing order once it has already been processed for shipment. This includes details like your shipping address, billing information, item, size or quantity. We also cannot cancel orders after they have been processed for shipment.

If you haven’t received your Shipping Confirmation email, we may be able to process an address change or cancellation. Please contact our store and ordering team directly as soon as possible and let us know the issue, we’ll make every effort to accommodate your request.

All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

Once I place an order, when will my account be charged

If you place an order on our Global Store, you will be charged for the full cost of your order immediately.

Can I place an order over the phone

We can only accept orders placed through our Global Store website. If you’re having trouble accessing the site for any reason, please contact our store and ordering team and we’ll do our best to assist.

Can I get a different size or colour than what is offered through the store

No. If a size, colour or other variant doesn’t appear online, it is not currently available.

What happens if you run out of stock of an item I’ve already ordered

In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to offer an alternate item, a credit note or a refund. We make every effort to ensure inventory is accurate to avoid this happening.

Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

What is the sales tax on my order

Sales taxes may be applied to domestic orders depending on the product you are ordering, and is visible on the checkout section before making payment. The tax is calculated based on applicable sales tax laws within each state/country and the legal entity that is selling your order. Generally orders to our customers outside of the UK are VAT free.

How do discounts and special offers work

Special offers such as our TRAIN on demand premium access are automatically applied to your Clubpass account and activated upon delivery of your item.

Products that are eligible for discounts will automatically allow for the input of a discount code on the payment screen.

All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Offers are not valid after purchase with the exception of our TRAIN premium access, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges.

Purchaser must pay applicable sales taxes and import duties if required by your local authorities.

Offers may not be be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted, and the 12RND UBX Global Store & Ordering Team have the right to end or modify any promotion at any time at their sole discretion.

When will my order ship

In most cases, excluding pre-orders, orders ship within 1-2 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

How do I know if my order has been shipped / Order Tracking

You will receive a SMS with tracking details, once your order has been shipped and logged in our system. Will include all details of your order along with a unique tracking number to the Mobile number you placed your order with.

Alternatively you may Track your order by providing your Email & Order Number, using the order tracking tool on our site.

Please allow up to 5 business days for your SMS Confirmation to be sent - If you still haven’t received a Shipping Confirmation email after this time, please contact us with your order number so we can further investigate your order.

How long will it take for my order to arrive, once it ships

Orders normally arrive within 1-2 weeks of shipping, unless otherwise noted.

Please note that your order needs to pass through the customs offices in your country before it will be released for final delivery, which can occasionally cause additional delays.

Shipping delays will occur if you provide an incorrect address at checkout.

Will I have to pay customs/import fees to receive my order

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; 12RND UBX are not responsible for any additional customs charges or fees once your package has left our warehouses.

Custom fees are calculated based on the contents of each package. If an order arrives via multiple packages, custom fees will not increase but rather be collected upon import of each package.

Can I exchange or return my order

We do not offer exchanges or refunds on change of mind purchases.

I received my order but an item is faulty. What do I do

Faulty items are eligible for exchange or full refund of the purchase price and shipping if they meet the criteria outlined in the WARRANTIES section of this website.

If your item arrives damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong and helps customers to make sure we prevent similar issues for you and other customers in the future.

Once we receive the photos and confirm the issue, we’ll provide a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement.

Please note we are not responsible for any damages to any merchandise once the item has been worn, used or washed.

What if the items I order doesn’t look exactly like the image displayed when purchasing

Sometimes the images used on our store are digital mock-ups of what the product is intended to look like. This may vary slightly once the product is produced and shipped.