Frequently Asked Questions

How much does shipping cost? 

• Shipping costs vary based on product and delivery destination. You’ll be able to see the exact shipping cost during checkout.  

How long will it take for my order to ship?

• Once your order is confirmed and picked up by the carrier, delivery within the domestic 48 states typically takes 5-7 business days.  

 How can I track my order?

• After your order has shipped, you'll receive an email with a tracking number and a link to follow your package’s progress.
  

Tracking says my label was created, but there’s no movement. Why?  

• It can take up to 48 hours for tracking information to appear in the carrier’s system. If no updates are visible after two business days, please contact our Customer Service Team via the Contact Us form.
  

My order is being returned to sender. What now? 

• Please contact our Customer Service Team via the Contact Us form.  Orders are often returned due to an undeliverable address. In these cases, new shipping charges may apply if the address is incorrect, or the item was unclaimed at customs.  

Can I change my shipping address after placing an order? 

• Unfortunately, we can’t modify your shipping address once an order is confirmed. Orders are processed quickly to ensure prompt delivery, so please double-check your address before placing your order.
  

What shipping options do you offer?

• USPS, FedEx, UPS and DHL. 
   

What payment methods do you accept?

• We accept all major credit cards (Visa, MasterCard, American Express, Discover), Venmo, Shop Pay, Google Pay, and Apple Pay. All transactions are encrypted for security. For additional information, please review our Privacy Policy.
  

Can I modify my order after it’s been placed?

• Once an order is confirmed, we cannot make changes. Please review your order carefully before completing your order. 
  

I placed multiple orders; can I combine them?  

• Once your order has been placed, we are unable to combine shipments on multiple orders.
  

I ordered multiple products but received a tracking number that includes only some of the items. Where is the rest of my order? 

• Some items may ship from different warehouses depending on availability and location. The remaining items will be shipped separately, within the estimated delivery timeframe.
  

How can I cancel my order?

• If you wish to cancel your order, please contact our Customer Service Team through the Contact Us form. Cancellations are not guaranteed but will be reviewed as quickly as possible.
  

Do you ship internationally?

• Yes. To place an international order, please reach out to our Customer Service Team by filling out the Contact Us form.   

How can I make a return?  

• Please review our Return Policy for details. If you're eligible for a return, contact our Customer Service Team through the Contact Us form, and they will guide you through the process. 
  

 I made a return. When will I see a refund? 

• Refunds are typically processed within 7-10 business days after your returned item is received and inspected. The refund will be issued to the original method of payment.
  

I received a damaged product. What should I do?

• Please contact our Customer Service Team through the Contact Us form. We will ask you to provide detailed images of the product(s) along with the packing/invoice slip so we can assist you quickly. 
   

When can I expect a response from Customer Support? 

• Our customer service team reviews inquiries and responds on Fridays.
  

How do I know if an item will fit? 

• Check the size guide available on product pages. This will help you determine the best fit based on the item you’re interested in.
  

If an item is sold out, when will it be available again? 

• If an item is no longer listed, it is sold out. However, some items may be restocked.
  

Where can I purchase ST Shop products?

• All ST Shop products are available exclusively at SoundTransitShop.com. 
  

Can I buy a gift card for ST Shop?

• Yes. To order a gift card, please reach out to our Customer Service Team by filling out the Contact Us form.

Do you offer any promotions or discounts?

• Any promotions or discounts will be announced through our newsletter or on our social media channels.