Customer Service Hours
We are open from 8:30 AM-5:00 PM EST, Monday through Friday. If you have questions, please reach out to us at firstname.lastname@example.org and we will respond within 1 business day.
Due to the higher volume of inquiries during the holiday season, customer service is also available on Saturdays from 8:30 AM-3:00 PM EST starting the first Saturday before Thanksgiving, through the last Saturday before Christmas.
Check an Order Status
Using your Theta Chi store login, which you have access to at anytime!
What does the "Awaiting Fulfillment" status mean on my order?
This means that our in-house production team is making your order! Since most of our products are made in real time, some items will take longer to go through that process and lead to a longer fulfillment.
How do orders ship?
We ship most items through the USPS and you can track those at USPS.com. Some orders (with a tracking number beginning in "1Z") will ship through UPS which can be tracked at UPS.com. We're not responsible for USPS, UPS, or FedEx shipping delays.
Shipping and Fulfillment
We have two shipping options to make your order more convenient for you. Standard shipping and fulfillment should ship from our facility within 7-10 business days. Rush shipping will ship your order within 3-5 business days. Most of our items are being made to order, just for you! If you have a strict due date or time window you know you need to hit, we recommend rush shipping!
Some additional things to note about shipping and handling:
- Please double check your order before submitting and ensure that all entered information is correct.
- All orders are processed the following business day, so any orders over the weekend will be processed on the first business day after the weekend.
Standard shipping rates are based off of the total amount of your order.
We will try to cancel your order if you reach out within 24 hours but can not guarantee to be successful due to varying production times.
Where do orders ship from?
Almost everything from the Theta Chi Official Store will be shipped from the store's headquarters in Indianapolis, IN. Some products, like personalized paddles and personalized hockey jerseys are shipped from separate locations.
My packaged shipped but returned to sender due to invalid address?
If the shipping address provided was incorrect, the package will be returned to our store headquarters. While we try to prevent incorrect address, if a package is returned to us, we will contact you for a new address. We will reship your order out to you one time for no extra charge, but if it comes back again, you are responsible for the shipping fee. If we've reached out to you for a new address and we do not hear back from you within 30 days, we will cancel your order and refund you the cost of the items (excluding shipping).
How do I rush an order?
You can opt to rush an order during checkout for an additional fee. This must be done during checkout and we cannot upgrade to rush shipping after an order has been placed. Personalized paddles and personalized hockey jerseys are not eligible for rush shipping.
We are able to ship to the United States and Canada! For orders to Canada, there is an extra $20 fee and additional fees and taxes may still apply. We are not able to rush international orders.
What do I do if my order is incorrect or damaged?
If you notice anything wrong with your order, either that you received the wrong items or your item(s) are damaged, please reach out to us at email@example.com. Include your name, order number, and a picture to verify and we can issue you a return label! We will do everything to correct your incorrect or damaged item.
Returns and Exchanges
For items that are eligible for return or exchange, the item(s) MUST be returned within 30 days of receipt of order. If the order is placed between November 1st and December 31st, you have up to 60 days from the date of purchase to return this item for store credit in the form of a gift card. Any returned items cannot be worn, washed, or damaged.
Please fill out our return/exchange form here: https://www.shopthetachi.com/a/return . Please have your order number handy and follow the instructions to request your return or exchange. Once you submit your form we will process your request and you will receive an email confirmation. All returned packages MUST have the original order number included either on the package itself, or on a piece of paper inside of the package. Any returned packages without the original order number will NOT be processed.
Please allow 5-7 business days to process your return once we have received it.
If you have any questions or troubles requesting your return/exchange please contact us at firstname.lastname@example.org.
If you believe your received items are defective or we have made a mistake on an order, please email us at email@example.com. Please include photos of the product and damages with a description of the issue. We will make a decision for exchange or replacement based off the product photo sent to us.
We'll review the information given and if we're able to exchange for an exact replacement of your order, we'll issue a return authorization number along with a return shipping label so you can ship the defective product back to us! Then, we'll ship out an exact replacement to you.
Please allow 5-7 business days after we receive your replacement. This does not include production and ship time of the replaced item.
Can I come and shop at your location?
We are exclusively an online store, so as much as we'd love to see you, we have no storefront for customers to visit.
What's your sizing like? Do you carry any sizes not posted, like S or XXXL?
Since we do sell exclusively online, we try our best to only carry products that run true to size and have a size chart included on each product to help you find your best fit. Some products still vary, so be sure to check the product description for any additional sizing details. As far as size availability, whatever is showing is what we carry. We are working to expand our sizing options for our products, so some products are available in 3XL and many are available in small.
I'm having trouble finding my size in a Clearance product
If your size isn't listed on the clearance item, it's sold out! We aim to be continually changing and growing our selections and sometimes items need to be phased out. We do not restock or remake clearance items, so if you see something in clearance you like in your size, grab it before someone else does! Clearance items also not available for return or exchange.
I didn't receive an order confirmation email
Check your spam! But please don't worry too much, if you have your confirmation number, your order has been received and you'll be able to log into your account to check on it.
Can I customize a product?
We're able to customize and personalize a large selection of our products! Just look in the personalized collection and see what you can create.
If you're looking for custom apparel, check our custom page and see how you can get an order started or even just to ask questions! The minimum order count for custom pieces is 24.