FAQs

PRODUCT


The item I want is sold out, can I still get it?

>>> It depends on the product. Unlike our core product assortment that lives in our shop season after season, our seasonal product or product capsules are not recreated after they are gone.

 

Where's your sale section?

>>> We offer bundle sets. Though with some limitations in the options, we offer bundle sets at discounted rates for sleeves enthusiasts like you! You can wear STORYi Sun Sleeves everywhere, on & off the course! 

 

Where are your products manufactured?

>>> STORYi Sun Sleeves are manufactured in South Korea. All of our apparels, including polos, pullovers, and joggers are manufactured in the United States. If you have questions about where any additional product is produced, feel free to reach out.


Why do I get so many compliments in your sun sleeves?

>>> Because you look really, really good in them AND you are protecting your skin. Best of both worlds. Dayummmm.


Can I use STORYi Sun Sleeves in the water?

>>> YES! In fact, STORYi Sun Sleeves are made to provide a cooling sensation to your skin which can be amplified when they are wet. On a hot summer day, try pouring some water on your sleeves to experience the best cooling system. However, we don’t recommend wearing them in the pool as the chemicals can quickly deteriorate the fabric. Unlike swimwear STORYi Sun Sleeves have been made with a super light weight fabric to ensure maximum comfort.


How do I wash STORYi Sun Sleeves?

>>> With a COLD machine-wash with like-colors. Do not use bleach as it may discolor the fabric. Do not dry clean. Do not heat wash. Simple washing detergent is sufficient. If there are spot stains, stain removing agents may be used, but do not soak for extended periods of time.




 

SIZING


What does "O/S" mean?

>>> O/S means "One-size"

 

What are the measurements on STORYi Sun Sleeves?

  • Length = 15”- 32” (unstretched-stretched)
  • Upper arm circumference  = 8”-13” (unstretched-stretched)

 

What are the measurements on STORYi Kids Cool Sleeves?

  • Length = 11”- 20” (unstretched-stretched)
  • Upper arm circumference = 5”- 8” (unstretched-stretched)

 

What does "true to size" mean?

>>> This means that if you generally wear a medium, we suggest you purchase a medium. If you typically purchase a large, we suggest you purchase a large... so on and so on.


How do your polos fit?

>>> Our polos are designed slightly oversized for a more relaxed fit. If you like your polos a little more fitted, we suggest you size down and purchase a size smaller than you generally would. For a visual reference, feel free to visit our size guide. 


I'm ______ size, what size should I get?

>>> Fit preferences vary from person to person. Please reference our size guide for our size conversions and photos, look at fit notes in the product descriptions, and read the product reviews for customer feedback about sizing to determine which size would be best for you.



 

 

SHIPPING


Do you offer free shipping?

>>> Yes! Currently, only for the customers in the United States, orders above $250 may qualify for free shipping!


What are your shipping rates?

>>> Our shipping rates may vary but generally they are as follows:

  • Lightweight packages: $3-5
  • All other packages: ~$15

 

How are shipping rates determined?

>>> Shipping rates are determined by our shipment providers (USPS and UPS) and are subject to change based on their set costs.


Where do you ship?

>>> Currently we only offer shipping US & Canada.

 

Why don't you ship internationally?

>>> Not only are there incredible delays in international shipping timelines, but once it leaves the US we are unable to track your packages via USPS. This leaves too much uncertainty for the customer for us to offer shipping outside of the US. We continue to look for more secure ways to ship internationally- keep checking back for an update. If you have a friend who lives in the US, we are happy to send it to their location and they can forward it along.


Do you offer local pickup? 

>>> No, but soon!


When will my order ship?

>>> Orders placed Monday - Friday before 12 pm PST are almost always shipped out on the same day. Orders made during the weekend or holidays will be shipped out the next business day (excluding holidays). This is subject to change during times we experience an increased volume of orders. You can learn more about our shipping policy on our 'Shipping Policy' page


How long will it take me to get my package?

>>> Shipping timelines are completely in the hands of our carriers and fluctuate based on season. Most packages arrive between 5-7 business days, but arrival times are not guaranteed. 


Where is my package?

>>> You’ll receive a shipping confirmation email that includes your tracking number once your order is packaged at our warehouse. Please note that tracking links generally need 24 business hours to generate. You can also find your tracking information by logging into your STORYi account and navigating to your Track Your Order. If you still haven't received a tracking email and your package shows as shipped in your account, please email contact@ourstoryi.com and we will help get to the bottom of it. 


What if my order has been marked as delivered, but I haven't received it?

>>> Sometimes the following situations can occur with packages marked as delivered:

  • The postal carrier left the package somewhere discreet to prevent it from being stolen
  • A neighbor or roommate may have accepted the package on your behalf
  • The postal carrier marked the package as delivered a few days in advance

>>> If you still can't find the package, please double-check the shipping address on your order confirmation to ensure that the order was shipped to the correct address. If the package hasn’t shown up after 3 business days, contact us at contact@ourstoryi.com. Please note, we are not responsible for orders shipped to a third-party forwarding service. Please contact the third-party shipper if any shipping issues arise with your order shipped to a forwarding address, including lost shipments or questions regarding tracking. If you happen to receive your original order after you’ve received a replacement package, we kindly ask that you return the former.

 

 

 

RETURNS | EXCHANGES 


What is your return policy?

>>> We want you to be completely satisfied with your STORYi order. 

>>> We offer free returns on items that are unworn and in original condition with tags attached. Items may be returned up to 14 days after the date of purchase for full refund or up to 30 days for an exchange or merchandise credit. Shipping fees are non-refundable. To learn more about our return policy, visit our Returns page at the bottom of our website.


I need to return / exchange my item(s). Now what?

>>> Reach out to us contact@ourstoryi.com to receive a return label from us.


 

Do you offer prepaid return shipping labels?

>>> Yes, we do. Return labels must be mailed within 7 days or it will become void and the customer is responsible for return shipping costs.

 

Do you charge a restocking fee?

>>> We don't charge a restocking fee for items returned in their original condition- unworn, with tags on. If your items are not in original condition, you are subject to an $5 restocking fee and/or we reserve the right to refuse your order and will have your items shipped back to you. 


It's been over 30 days but I want to return my items.

>>> Exceptions may be extended for extenuating circumstances and will be considered on a case-by case basis. If we accept a return purchased over 30 days ago, they are not eligible for a refund but will be returned for a store credit.


How long will it take to get my refund?

>>> Once we receive your item back, your refund will be initiated. Refunds may take up to 10 business days to process. STORYi reserves the right to deny refund if the merchandise does not meet STORYi's shipping and returns policy requirements. Shipping fees are non-refundable.  


 

WHOLESALE + BULK PURCHASING


I want to carry your product in my shop. Who do I contact?

>>> Reach out to business@ourstoryi.com for more information.


Do you offer a discount if I order a certain amount of product?

>>> We are able to offer discount pricing on bulk orders. To understand more about Bulk Orders, including what qualifies, contact us at business@ourstoryi.com 

 

Do you have a store?

>>> Not yet. Stay tuned!


Can I swing by and shop?

>>> Not without an appointment- between meetings, zoom calls, events, and wild travel schedules, etc. we need to make sure we are here when you'd like to stop in. If you'd like to come on over, just reach out and we can figure out which date + time works best.


Can I try on clothes if I'm in the office?

>>> At the moment we don't have a fitting room in our studio, but if you need to try something on, we can point you to our restroom.


My question is not found in the FAQ's

>>> Reach out to contact@ourstoryi.com with your question and we will direct your question to the best person.

Questions?