Frequently Asked Questions
WHERE DID THE NAME WHYL COME FROM?
WHYL is our take of the spelling of the word 'while' - a largely multi-faceted word with meaning that can vary largely based on its intended function, position in the phrase and even the writer or speaker's language or dialect. Something can be worth your while, occur once in a while or in just a little while. While can be used to reference a period of time as well as an exact moment; it can combine two separate clauses, yet can also be used in the contrastive sense. It can be exact or ambiguous. It's unique, yet common; familiar, yet diverse. Similar to who we are. We want our space (currently virtual and soon to be permanent) to be one of exploration and gathering; a combination studio, shop and event space where you can sip a coffee, discover a new brand, find the perfect gift, meet a local artist and simply while (or WHYL) away the afternoon.
WHERE ARE YOU BASED?
We currently operate all business out of a private studio in san francisco, Ca.
WHAT TYPES OF PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Mastercard, Amex, Discover, JCB, Shop Pay, Apple Pay, Google Pay and PayPal.
DOES MY ORDER QUALIFY FOR FREE SHIPPING?
Online orders of $50 or more are eligible for free standard domestic shipping. Customers must select the FREE shipping option during checkout. Please note that this option is available for standard shipping in the continental U.S. only, including the Hawaii Islands and the District of Columbia, and is NOT valid on international shipments or shipments to unincorporated U.S. territories and APO/FPO addresses.
For more information, please view details on all of our current promotions here.
HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?
Due to COVID-19, we are taking extra precautions to ensure the safety and health of our customers and those around us, and you may experience some shipping delays.
All orders are typically processed between 2 to 5 business days*, and shipped via your choice of shipping method and delivery speed. If you are eligible for our Free Domestic Shipping (view details here), your order will be shipped via standard USPS or UPS shipping, and may take anywhere from 2-10 business days, depending on your location in the country. Once your order is prepared for shipment, you will receive an email confirmation with the tracking information and the expected delivery date.
*Please note that during particularly busy seasons, such as during the holidays, orders may take additional time to process.
DO YOU REQUIRE A SIGNATURE FOR DELIVERY?
By default, ALL orders are sent without the requirement of a signature for delivery. Should you like to require a signature, please make note of it in the Notes section of your Cart prior to check-out or send an email to firstname.lastname@example.org and reference your Order Number.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship worldwide. Please keep in mind that any orders shipped outside of the United States may be subject to import taxes, customs duties and/or fees levied by the destination country, and the recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance may apply and must be fulfilled by the recipient; WHYL has no control over these charges, nor can we predict what they may be. If you have any further questions regarding shipping outside of the United States, please contact us at email@example.com.
HOW SHOULD I DISPOSE OF THE SHIPPING PACKAGING?
Orders are typically shipped in a reusable and recyclable cardboard box that is sealed with Biodegradable Cello Tape that is 100% plant-derived, renewable, and naturally biodegradable; in a carbon neutral ØPACK which is made from a strong, sustainable substrate containing Calcium Carbonate (approx. 80%) sourced from waste products and a small quantity (approx. 20%) of non-toxic, recycled resin (HDPE) that can be reused many times or recycled with soft plastics (more info about ØPACKS can be found here); OR a home compostable courier satchel that will biodegrade in 3-6 months (more info on comPOST Packs can be found here).
For safety during travel, products are wrapped in unprinted paper sheets or 100% recycled Green Way® tissue paper, both of which are fully recyclable, OR in a comPOSTubble Pocket that is AS 4736 certified for Industrial Compostability.
If your order arrived with packing peanuts, particularly used in gift box orders, these are made from organic starch and decompose in water leaving no toxic waste behind.
Please be sure to remove the shipping label and any sticker closures (not including packaging tape) prior to composting or recycling any of the above mentioned products. We are currently sourcing eco-friendly alternatives and looking to completely phase out these products by Spring of 2021.
On rare occasion, an order may be shipped in an unpadded poly mailer that is not made of any recycled or sustainable materials (cringe), BUT can be recycled at facilities that are equipped to handle this type of recyclable plastics. Instead of tossing them in your curbside recycling bins, store this plastic mailer with other plastic grocery or retail bags, and find the drop off location nearest to you here using your zip code. (Sounds like a lot of work, which we sincerely apologize for, but you may notice that your local grocery store is the closest drop off location.) We are currently phasing these out as well, and will be replacing them with a comPOST Pack as described above.
DO YOU ACCEPT RETURNS?
All returns are for store credit only and must be made within 15 days of items arrival date. We do not offer returns to original payment method.
To be eligible for a return, your item must be unused and in the same condition that you received it, showing no signs of wear or usage, and in the original packaging.
For more information, please view our full Return + Exchange Policy.
WHAT IF AN ITEM IS DAMAGED?
We will replace or refund all damaged items. If your item arrives damaged, please send an email, including a photo of the item and description of the damage to firstname.lastname@example.org within 24 hours of receiving the item to qualify for a no cost exchange or refund (minus the original shipping costs), and, when appropriate, a pre-paid shipping label for the return of the item. Unfortunately, if we do not receive notification within this window, we cannot verify an item was damaged in transit.
WHAT IF MY PACKAGE NEVER ARRIVED?
The USPS and UPS generally do a great job of getting our packages delivered, but there can be the occasional hiccup now and then. If your tracking number says that your package has arrived, but you have not receive it, please wait a few extra days before contacting us to allow the package to organically surface (which we have found to occur most of the time). If you feel that your package has been lost in transit or delivered incorrectly, please email email@example.com with your order number, so we can start an insurance claim and get you a replacement shipment. Please note that you may have to fill out a short online form.
If you commonly have packages missing or misplaced at your shipping address, please make note to require a signature for delivery, as all order are shipped by default without a signature required for delivery.
WHY DO I HAVE TO PAY SALES TAX?
Because we are a business operating in the state of California, any purchases made by individuals who reside within the state, or orders with the shipping destination located within California, are subject to both local and state sales tax.
THE ITEM I WANT IS SOLD OUT, WHEN WILL YOU BE GETTING NEW STOCK?
Please contact firstname.lastname@example.org with any requests for merchandise restocking.
Still have questions? Don't worry, we welcome the infrequently asked ones too. Any inquiries can be emailed to email@example.com.