Frequently Asked Questions
Frequently Asked Questions
Everything you need to know about orders, shipping, returns, and more. Need more help? Visit our Help Center.
Orders & Payment
Can I change or cancel my order?
Orders move quickly, so double-check your details before submitting.
Need to make a change? Head to our Help Center as soon as possible after placing your order to see what options are available. Eligible changes include:
- Size or color changes
- Shipping address updates
- Order cancellation
Changes and cancellations are best-effort within 60 minutes of placing your order and aren't guaranteed once processing begins, but we'll always do our best to help.
What payment methods do you accept?
HAUS accepts a variety of payment methods, including:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
- Shop Pay Installments
Available payment options are displayed at checkout.
How do I use a discount code?
Enter your discount code at checkout in the "Discount code or gift card" field and select Apply.
Discounts generally can't be stacked. This includes discount codes and discounts applied automatically at checkout, such as bundle discounts. Each offer may have its own terms and eligibility requirements, so check the details of the offer you're using.
HAUS gift cards can be used alongside eligible discounts.
How do I use a gift card?
Enter your gift card code at checkout in the "Discount code or gift card" field and select Apply.
Gift cards can be used alongside eligible discounts or other gift cards. Enter your discount code and select Apply, then enter your gift card code in the same field and select Apply again. Repeat for each additional code.
How do I check my gift card balance?
- When a gift card is issued, we'll email you the details.
- That email includes your gift card code and a link to check your available balance.
- Don't see it? Search your inbox for "HAUS" and check your spam and promotions folders.
- Still can't find it? Contact our support team and we'll help you track it down.
How do bundles work?
Bundles are a great way to build a set and get extra savings along the way. Choose the color and size of each item, and the bundle savings are applied automatically in your cart.
- Items in a bundle can't be swapped for different products
- Individual items can be returned or exchanged for a new size
- If you return an individual item from a bundle, your return credit will be based on what you originally paid for that item after the bundle discount was applied
Bundle pricing includes built-in savings and generally can't be combined with additional discount codes.
Do you offer price adjustments?
We don't offer price adjustments on previous purchases or between purchases made through different sales channels.
Wait & Save
What is Wait & Save?
Wait & Save is our pre-order program. You get a reduced price on the same HAUS gear and reserve your size from an upcoming inventory batch, which ships on its own timeline.
How does it work?
- You're charged when you place your order.
- Your order is estimated to ship within 60 days of your order date.
- Your order may arrive in more than one shipment.
- Wait & Save pricing is set per item and doesn't combine with Buy More Save More or other bundle discounts.
- We'll email you with any updates, so keep an eye on your inbox, including your spam folder.
Why can't my order be switched to in-stock inventory?
Wait & Save and in-stock items come from separate inventory batches, even when it's the same style. Your order is secured from its own batch and follows the timeline you were given at checkout, so we're not able to move it to currently available inventory.
Can I cancel my Wait & Save order?
Yes, in two cases:
- Within 7 days of ordering: request a full refund for any reason.
- If your order is delayed: If your order hasn't shipped within 14 days of its estimated ship date, you can cancel any unshipped items for a full refund.
Refunds go back to your original payment method. To request one, contact Customer Support through the Help Center.
Questions about your order?
Contact Customer Support through the Help Center.
See our full Pre-Order Terms and Conditions.
Shipping
How do I track my order?
You can track your order using the tracking link in your order confirmation or shipping confirmation email.
Can't find the email? Head to our Help Center and our team will get you the details!
Where do you ship?
HAUS ships anywhere within the U.S. and to select international destinations. Enter your shipping address at checkout to confirm we ship to your location.
What shipping options are available?
Available shipping options are shown at checkout.
- U.S. orders: Standard Shipping available. Expedited Shipping available (not available for Hawaii and Alaska at this time).
- International orders: Standard Shipping available. Expedited Shipping not available at this time.
How long will my order take to arrive?
- U.S. orders, Standard Shipping: Most orders arrive within 6–8 business days or less.
- U.S. orders, Expedited Shipping: An estimated 1–3 business days. If your order hasn't arrived in that window, reach out to our team through the Help Center.
- International orders, Standard Shipping: Up to 21 days, and often sooner. Timing varies by destination and customs processing.
- International orders, Expedited Shipping: Not available at this time.
Orders ship within 1–3 business days. Delivery times below start once your order ships. Orders with multiple items may arrive in separate shipments. Wait & Save items are estimated to ship within 60 days of placing the order.
Do you ship internationally?
Yes! HAUS ships internationally to select countries.
International shipping options and costs are displayed at checkout based on your destination. Customs duties, taxes, or import fees may also apply, and any applicable charges will be shown at checkout before you complete your purchase.
Will I owe customs, duties, or taxes on an international order?
For international orders, customs duties, taxes, and import fees may apply depending on your destination. Any applicable fees are calculated and displayed at checkout before you complete your purchase.
Returns & Exchanges
What is your return policy?
At HAUS, we're committed to delivering premium gear at the best possible value. Because our gear is designed to be worn close to the skin and made with premium materials, returns are handled through fast, simple exchanges and store credit.
U.S. orders
Eligible returns can be started within 30 days of delivery through our returns portal.
Returns are issued as store credit or an exchange rather than a refund to the original payment method. This approach helps us keep our prices competitive, our gear premium and offer the promotions our customers love.
To be eligible:
- Items must be unworn and unwashed
- Original tags must be attached
- Returns must be started within 30 days of delivery
Please note:
- Socks, underwear, and cologne are final sale
- Damaged, defective, or incorrect items should be reported within 5 days of delivery
- Original shipping charges are non-refundable
International orders
International returns and exchanges are not currently available due to customs and shipping limitations, so all international orders are final sale. We're working to make international exchanges available in the future, so stay tuned!
How do I start a return or exchange?
Starting a return or exchange takes just a few minutes through our returns portal.
- Enter your order number and shipping zip code. Include the # at the beginning of your order number (for example, #SH123456), as your order may not be recognized without it.
- Select the item(s) you're returning and your reason.
- Choose an exchange or store credit.
- Follow the instructions to print your prepaid return label and send your item back.
Returning an item from an exchange order? Enter your exchange order number.
Use your prepaid return label within 7 days of creating it. If you're using a QR code, use it the same day you submit your return. Returns sent outside the portal may be delayed or ineligible for exchange or credit.
Please package returns from multiple orders separately to ensure proper processing.
Reminder: items must be unworn and unwashed with original tags attached, and returns must be started within 30 days of delivery. International orders are final sale.
How long does it take to process my return?
Once your return is submitted through our returns portal, you'll receive a prepaid return shipping label and instructions for sending your item back.
Once your return arrives at our warehouse and is inspected by our team, it will be processed within approximately 5–7 business days.
If you selected an exchange, we'll get your replacement order on the way as soon as processing is complete. If you selected store credit, you'll receive it by email. It never expires and will be there waiting for the next drop.
What if my exchange item is out of stock?
If your preferred item, size, or color is out of stock when your exchange is processed, you'll receive store credit for the amount you paid for the returned item.
Store credit is delivered by email, can be used toward anything available on our site, and never expires.
How do I get and use my store credit?
Once your return is processed, your store credit is emailed to the address on your order as a gift card. Check your inbox (and spam folder) for the email, then enter the gift card code at checkout in the "Discount code or gift card" field.
Store credit never expires. Returns are processed within approximately 5–7 business days of arriving at our warehouse. If it's been longer, or you can't find the email, reach out through the Help Center.
I received a gift. Can I return or exchange it?
Received a gift? You can start a gift return or exchange through our returns portal.
Select "Return a Gift" and follow the instructions. Gift returns follow the same eligibility requirements: items must be unworn and unwashed with original tags attached, and returns must be started within 30 days of delivery.
Which items are final sale?
Items labeled Final Sale are not eligible for return or exchange. Socks, underwear, and cologne are final sale, and items are labeled Final Sale on the product page.
International orders are also final sale, so we recommend double-checking our size guide before you order to make sure you get the right fit.
If your order arrives damaged, defective, or incorrect, reach out to our team within 5 days of delivery and we'll help make it right.
Can I return an international order?
International orders are currently final sale and not eligible for return or exchange, due to shipping and customs limitations. We're working on bringing exchanges to our international customers, so stay tuned!
Need help with sizing? Reach out before you order and we're happy to help you find the right fit. If your order arrives damaged, defective, or incorrect, contact our team within 5 days of delivery and we'll take a look.
My order arrived damaged, defective, or incorrect. What should I do?
If your order arrives damaged, defective, or incorrect, we'll make it right. Please reach out to Customer Support through the Help Center within 5 days of delivery and include clear photos of:
- The damaged, defective, or incorrect item
- The packaging
- The shipping label or SKU on the polybag packaging
If an issue is reported after the 5-day window, or if the required photos can't be provided, we may be unable to fulfill your request.
HAUS Promise
What is the HAUS Promise?
Reach your goal? Claim your free gear.
Buy any HAUS product. Put in the work. Change sizes. We'll replace one item from your original order in your new size, completely free. Your old item gets donated to a charitable organization.
Bulk or cut, your fit changes. We've got you. That's our Promise.
How it works:
- Your order must be at least 90 days old from your delivery date
- One replacement per customer, one item from your original order
- If your item came in a multipack, the whole pack must be returned
- Socks, underwear, and cologne aren't eligible
- Your old item must be washed and returned before your replacement ships
Once your claim is approved, we'll send your new item and email you the new order number.
Product & Sizing
How do I care for my HAUS gear?
Care instructions are on each product page and on the item's care label, since they can differ depending on the materials and construction of the garment. As a general rule, wash cold with similar colors and let air dry.
How do I find my size?
Find your best fit using the size guide on each product page. Need help choosing a size? Reach out to our Customer Support team through the Help Center before you order and we'll lend a hand.
International orders are final sale, so we're happy to help you confirm your size before you buy.
Where is HAUS gear made?
We source from a few countries, currently the U.S. and China, with Vietnam and Bangladesh coming as we grow. Country of origin is printed on each product's label, so you'll always see where a specific piece was made.
Support & Community Standards
How do I contact Customer Support?
The fastest way to reach our team is through our Help Center. Many questions can be answered right there, and you can submit a request to Customer Support if you need more help.
What are your expectations for customer interactions?
At HAUS, we keep it direct. We keep it respectful. We keep the standard high.
We work for everything we build—and every interaction should reflect that same level of accountability.
We welcome honest feedback, tough conversations, and customers who advocate for themselves. Frustration is understandable—disrespect is not.
What we welcome
Say it clearly. Say it directly.
- Share concerns or frustrations openly
- Ask questions and seek clarity
- Request escalation when needed
- Provide constructive feedback
- Challenge decisions—respectfully
Clear communication moves things forward. It helps us solve faster and improve every time.
What's not acceptable
We don't tolerate behavior that breaks the standard:
- Aggressive or abusive language
- Excessive profanity directed at agents or AI support
- Personal attacks, insults, or harassment
- Derogatory, threatening, or demeaning language
- Discrimination or hate of any kind
- Disrespect toward our team, partners, or systems
This applies across all channels—live agents and AI included.
How we handle it
If the line is crossed:
- One clear warning and ask for the conversation to return to a respectful tone.
- If the behavior continues, we will immediately end the conversation.
- Repeated or severe violations may result in further account action where necessary.
The HAUS Standard
We believe in accountability, discipline, and respect.
Our team is here to help, solve problems, and deliver a high standard of service. We expect the same level of respect in return.
What if I can't access the Help Center?
The Help Center is the fastest way to get answers. If it isn't working for you, email us at support@gohaus.com and our team will help.