Questions?
FAQs
Questions?
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.
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.
Do you have any current employment opportunities?
Check out our current openings on our careers page.
Do you offer gift cards?
We sure do. You can purchase common amounts here, or email at us at thebear@thenormalbrand.com to set up a custom amount.
The gift cards available on our website 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.
We also offer physical gift cards to purchase in all of our brick and mortar locations that can be redeemed toward purchases on either our website or our stores.
Please note that coupons and reward points cannot be used toward the purchase of gift cards.
Returns & Exchanges
What is your return policy?
You can initiate a return or exchange within 30 days of the time of purchase. Note that all returned and exchanged items must be in new, unused condition.
If you prefer to exchange your goods or return them by mail, visit our returns page here. Note: an $8 flat-rate fee per return package will be deducted from your refund for all US orders. For what it’s worth, this does not cover the full cost of the shipment, but as a bootstrapped, family-owned business, we have to cover some of our costs or we will not be able to make cool clothes anymore.
At checkout, you will have the option to unlock free returns and exchanges for items that are not final sale by paying an additional $2. Note that if your order contains items that are final sale and not final sale, only the items that are not final sale will be eligible for returns and exchanges.
Clearance, Mystery Box, gift cards, and final sale items are not eligible for returns or exchanges.
To process a return or exchange for orders outside the United States, please email thebear@thenormalbrand.com.
Please allow up to 10 days for us to receive and process your return or exchange.
Collapsible row
How do I start a return or exchange?
You can return or exchange items through our website here: https://returns.thenormalbrand.com/
You’ll need your 5-digit order number (located on the packing slip) as well as ONE of the following: your shipping zip code, email address, or phone number
It will 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 the carrier.
If you choose to return an item, a refund will be issued to your original payment method 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 24-48 hours. Orders placed over the weekend (Friday after 2pm CST through Sunday) ship the following business day.
When will my order arrive?
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.
You can check the status of your shipment using the tracking number found in your shipping confirmation email. If you have a Normal Brand rewards account, you can log in and check your tracking on your account page.
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 as soon as possible. We can't guarantee we can make changes to orders once they begin processing, but we'll give it our best shot.
I forgot to apply a discount code at checkout. What can I do?
Send an email to thebear@thenormalbrand.com or fill out our customer service contact formhere 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 US orders over $150.
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 24-48 hours. Orders placed over the weekend (Friday after 2pm CST through Sunday) ship the following business day.
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 and responsible for the taxes and tariff fees of your country upon receipt of your order. International orders typically arrive between 8-20 business days.
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 you have a Normal Brand rewards account, you can log in and check your tracking on your account page.
If you're having trouble tracking your order, feel free to email us at thebear@thenormalbrand.com or fill out our customer service contact form here and we'll be happy to help.
Sizing & Fit
How do I find my size?
You can find the size chart for each item located on the right hand side above the size selector on each item's 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 tothebear@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 sizes?
Many of our men's items are available in tall sizes Medium through 2XL. Click here to see a complete collection of styles with tall sizes.
Other Questions
Contact us
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!