FAQs

GENERAL QUESTIONS

 

What payment methods do you accept?
We currently accept Visa, MasterCard, Discover, American Express, PayPal, Apple Pay, Google Pay, Amazon Pay, and AfterPay.

Where can I find TNB in a store?
We now have a new brick and mortar store in Saint Louis, Missouri! Visit us at:
8809 Ladue Road, St. Louis, MO 63124

(PLEASE NOTE:  Our store is currently open for business. In order to protect our employees and valued customers, we are only allowing 10 people inside the store at a time. TNB employees will be required to wear PPE face masks, and will be sanitizing high-touch surfaces frequently. 6-foot social distancing guidelines as recommended by the CDC will be observed.) 

We're also offering contactless curbside pickup for store orders. You can call the store at (314) 899-0800 to place an order today.

You can also find a retailer near you by checking our directory  here. 

I want to carry The Normal Brand in my store. What do I need to do?
To apply to become a retailer please fill out this application form here, or email us at  sales@thenormalbrand.com

Where can I find one of your St. Louis Blues hats?
Our Blues-licensed gear is currently in stock at the STL True Blues Authentic Team Store in the Enterprise Center. You can give them a call to see what they have in stock at  (314) 622-5495, or shop online here:  https://www.stlauthentics.com/collections/the-normal-brand

Do you have any current employment opportunities?  
Check out our current openings atwww.thenormalbrand.com/careers.

Do you offer gift cards?
We sure do. You can purchase a set amount  here, or email at us at  thebear@thenormalbrand.com to set up a custom amount. 

Our gift cards are entirely digital, so once a card is purchased, a custom code will be sent to the email address used at checkout. To use the gift card, all the recipient needs to do is enter that custom code at checkout on our website, and the store credit will be applied to the order.

 

RETURNS & EXCHANGES

 

What is your return policy?
At The Normal Brand, we want you to be completely satisfied with your order.

Returns and exchanges of new and unused items will be accepted up to 31 days after purchase.All clearance, Mystery Box, gift cards, or final sale items are not eligible for returns or exchanges. 

It helps us process your return or exchange faster if you use the original box and packing materials when shipping products back to us. Please allow up to 15 days for us to receive and process your return or exchange.

Note that processing time may be longer during periods of high volume like the holiday season. We will work as quickly as we possibly can to ensure that your return or exchange is processed in a timely manner and appreciate your patience.


Do you have free returns and exchanges?
Yes we do!

How do I start a return or exchange?
You can return or exchange items through our website here:  https://returns.thenormalbrand.com/#/

You’ll want to use your 5-digit order number (located on the packing slip) as well as your shipping address zip code to get started. 

It'll walk you through the short process step-by-step, and will provide you with a printable return label in the end. All you have to do is affix the label to the items you want to return or exchange, and send it back to us. 

If you choose to exchange an item, the new items will be fulfilled and sent out within 24-48 hours of the returned items being received and scanned in by USPS.

If you choose to return an item, a refund will be issued to your card used to make the purchase once we receive your return.

There’s a problem with my order. What do I do?
Send an email to  thebear@thenormalbrand.com or fill out our customer service contact form  here and let us know the error with your order. We’ll be more than happy to make things right as soon as possible.

 

 

ORDER STATUS

 

When will my order be shipped?
We strive to process orders as quickly as we possibly can. Most orders placed Monday through Friday are usually shipped within 24 hours. If your order is placed after 3pm CST, the earliest it will ship is the next day. Most orders placed over the weekend (Friday after 3PM - Sunday) ship the following Monday.

When will my order be delivered?
Once fulfilled, orders are shipped depending on the shipping option you selected at checkout. Shipments deliver within 4-10 business days to most US locations, but we have noticed they usually deliver faster than that. 

I made a mistake on my order contents/shipping address/etc. How do I edit it?
Send an email to  thebear@thenormalbrand.com or fill out our customer service contact form  here with the changes you need made, and we’ll take care of it as soon as possible.

I forgot to apply my 15% discount code at checkout. What can I do?
Send an email to  thebear@thenormalbrand.com or fill out our customer service contact form  here to let us know, and we can apply the discount for you.

How can I track my order?
Once your order has shipped you will receive an email with tracking information. If you don’t receive an email, check your spam folder. If it’s still not there, feel free to email us at  thebear@thenormalbrand.com or fill out our customer service contact form  here and we’ll send you  your tracking information.

 

SHIPPING

 

Do you offer free shipping?
Yes! We offer free shipping on all orders over $99.

When will my order be shipped?
We strive to process orders as quickly as we possibly can. Most orders placed Monday through Friday are usually shipped within 24 hours. If your order is placed after 3pm CST, the earliest it will ship is the next day. Most orders placed over the weekend (Friday after 3PM - Sunday) ship the following Monday.

When will my order be delivered?
Once fulfilled, orders are shipped depending on the shipping option you selected at checkout. Shipments deliver within 4-10 business days to most US locations, but we have noticed they usually deliver faster than that. 

Can I upgrade my shipping?
We offer standard shipping for all our orders (4-10 business days), but you can upgrade to 2-day shipping or other similar options at checkout based on your shipping address.

Can you ship to an address that’s outside the US? 
Yes, we ship internationally to Canada, Australia, Germany, Sweden, and the United Kingdom. Note that you will be subject to the taxes and tariff fees of your country upon receipt of your order.

Can I ship to multiple addresses? 
No, in order to ship to multiple addresses, you will need to create a separate order for each address. 

How can I track my order?
Once your order has shipped you will receive an email with tracking information. If you don’t receive an email, check your spam folder. If it’s still not there, feel free to email us at  thebear@thenormalbrand.com or fill out our customer service contact form  here and we’ll send you  your tracking information.

 

 

SIZING & FIT

 

How do I find my size?
You can find the size chart for each item located under the “shop now” button on the product page.

I usually wear a certain size in another brand. What size should I get?
Normal Brand sizes are true-to-size. We usually suggest choosing the same size you typically wear in other brands. (For example, if you usually wear size Large, go for a size Large.) We also offer free returns and exchanges, so if the size you order isn’t quite right, no worries!

The size I ordered doesn’t fit well. Can I exchange for another size?
You can return or exchange items for free through our website here:  https://returns.thenormalbrand.com/#/

You’ll want to use your 5-digit order number (located on the packing slip) as well as your shipping address zip code to get started. 

 It'll walk you through the short process step-by-step, and will provide you with a printable return label in the end. All you have to do is affix the label to the items you want to return or exchange, and send it back to us.

 If you choose to exchange an item, the new items will be fulfilled and sent out within 24-48 hours of the returned items being received and scanned in by USPS.

I’m 5’ 8” tall, weigh 200 lbs, and I like my clothing to be more fitted. What size should I get?
We’re always happy to recommend a size based on your measurements and preferences. Send an email to  thebear@thenormalbrand.com or fill out our customer service contact form  here and we’ll suggest some styles and sizes that will work for you!

Do you offer tall and extended sizes?
As of right now we don’t have any tall sizes, but this is something we hope to expand on in the future! We do offer size 3XL in some of our  Puremeso items.

 

OTHER QUESTIONS


Have a question you didn’t find the answer to here? Send an email to  thebear@thenormalbrand.com or fill out our customer service contact form  here and we’ll be in touch!

Size Chart

The Normal Brand Size Chart

Mens Small Medium Large X-Large XX-Large
Neck 14-14.5 15-15.5 16-16.5 17-17.5 18-18.5
Chest 35-37 38-40 41-43 44-46 47-49
Sleeve 32-33 33-34 34-35 35-36 36-36.5
Waist 29-31 32-34 35-37 38-40 41-43

 

Neck: Measure around the middle of your neck (at the Adam’s apple), keeping the tape a bit loose.

Chest: Measure under your arms around the fullest part of your chest.

Arm length: Bend your elbow 90 degrees and place your hand on your hip. Hold the tape at the center of the back of your neck. Measure across your shoulder to your elbow and down to your wrist. The total length is your sleeve length.

Waist: Measure around your natural waistline, keeping the tape a bit loose.