FAQ — Manhattan Viral NYC Streetwear

ORDERING & SIZING

How accurate are your size charts?
Our size charts are precision-measured on flat garments using industry standards. Each product includes detailed measurements (chest, length, sleeve) in both inches and centimeters. Streetwear typically runs relaxed — if you’re between sizes, size up for the authentic oversized fit.

Do you offer size exchanges?
Yes. Free size exchanges within 30 days on unworn items with tags. We’ll ship your new size as soon as we receive your return.

What if I’m still unsure about sizing?
Email manhattanviral@gmail.com with your measurements and preferred fit. Our sizing team will get back to you within 2 business hours.

Can I see how items look on different body types?
Yes. Our product photos feature models in sizes XS–3XL, with fit notes included on each listing.

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PAYMENT & SECURITY

What payment methods are accepted?
Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Shop Pay, and Klarna buy-now-pay-later.

Is my payment information secure?
Yes. All transactions use 256-bit SSL encryption. We’re PCI DSS compliant and process payments securely through Shopify Payments. Your full credit card details are never stored.

Can I save payment methods for faster checkout?
Yes. Account holders can securely save cards and addresses for one-click checkout.

Do you offer payment plans?
Yes. Klarna lets you split purchases over $35 into 4 interest-free payments, automatically charged every 2 weeks.

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SHIPPING & FULFILLMENT

Where do you ship?
We currently ship within the United States (including Alaska, Hawaii, and U.S. territories). International shipping launches in Q2 2025 — join our waitlist.

What are your shipping options and costs?

• Standard Shipping: $4.99 — 5–10 business days after dispatch

• Priority Shipping: $9.99 — 2–5 business days after dispatch

• Free Shipping: Orders $75+ (Standard Shipping only)

👉 Final shipping costs always appear at checkout before you pay.

When do orders ship?
Orders are processed in 2–7 business days before dispatch. Processing starts after payment confirmation. Peak seasons (holidays/sales) may add extra time.

Do you ship to PO Boxes?
Standard and Priority can ship to PO Boxes. Some express carriers require a physical address. If that affects your order, we’ll notify you.

What if I need my order by a specific date?
Email manhattanviral@gmail.com before checkout. We’ll recommend the best shipping method and confirm delivery estimates.

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TRACKING & DELIVERY

How do I track my order?
A tracking link is emailed within 24 hours of shipment. Updates may take up to 48 hours.

Tracking says “delivered,” but I didn’t get it.
Contact us right away. We’ll investigate with the carrier and provide a replacement or refund within 48 hours. Many “missing” packages end up at building offices or secure drop spots.

Can I change my delivery address after shipping?
Once shipped, you’ll need to contact the carrier directly. Address changes may incur extra carrier fees.

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RETURNS & EXCHANGES

What’s your return policy?

• 30-day returns on unused, unworn items in original condition with tags attached.

• Items discounted 50% or more are final sale unless defective.

• Because items are made to order, returns are only accepted for defects, wrong sizes, or errors.

How do I start a return?
Email manhattanviral@gmail.com with your order number. We’ll send a prepaid return label and instructions within 4 business hours.

Who pays return shipping?

• Size exchange / wrong item / defect: We cover return shipping.

• Change of mind: Customer pays $6.99.

How long do refunds take?
Refunds are issued within 2–3 business days of receiving your return. Your bank may take an additional 3–5 business days to post it. PayPal refunds are usually instant.

What about worn or damaged returns?
Returns showing wear, missing tags, or customer-caused damage may incur a 20–50% restocking fee or be declined.

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PRODUCT QUALITY & CARE

What materials do you use?
Premium cotton blends, heavyweight fabrics (280–350 GSM), and high-grade polyester. Each product listing includes exact details.

How do I care for my pieces?

• Cotton: Machine wash cold, inside out, gentle cycle

• Graphic tees: Wash inside out, hang dry

• Hoodies/Sweatshirts: Wash cold, tumble dry low

• Delicate items: Hand wash or dry clean (see product page)

• Avoid bleach; iron inside out on low heat

Do you include care instructions?
Yes. Each order includes a care card, and full instructions are listed on product pages.

What if an item has a defect?
We cover all defects for 12 months. Email photos to manhattanviral@gmail.com for a free replacement or refund with expedited shipping.

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ACCOUNT & LOYALTY

Do I need an account to purchase?
No, but account holders get saved info, early access to drops, loyalty points, and birthday discounts.

How does your loyalty program work?
Earn 1 point per $1 spent. 100 points = $5 off. VIP members (500+ points annually or by invite) get exclusive early access and discounts.

Can I delete my account?
Yes. Email manhattanviral@gmail.com and we’ll permanently delete your account and data per GDPR.

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AUTHENTICITY & BRAND

How do I know items are authentic?
Every piece includes a unique product code, branded packaging, quality tags, and a registration card for warranty.

Where is Manhattan Viral manufactured?
Ethically produced in certified facilities with strict quality control and fair labor standards.

Do you offer limited-edition drops?
Yes. Limited drops are announced by email, socials, and VIP alerts. Most will not restock.

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CUSTOMER SERVICE

How can I contact customer service?
📧 Email: manhattanviral@gmail.com (response within 4 hours, Mon–Fri, 9 AM–6 PM EST)
📱 Text Support: Launching Q1 2026
📞 Phone Support: For VIP customers + order issues

What’s your customer service philosophy?
Every interaction should exceed expectations. We’re streetwear enthusiasts first, customer service reps second. Our goal: turn every inquiry into a positive brand experience.

Do you offer wholesale or bulk discounts?
Yes. Email manhattanviral@gmail.com for pricing on 50+ units. White-label available for qualified retailers.