Frequently Asked Questions
Q: When should I contact CBoysTV Customer Support?
A: Please only contact customer support for merch related questions or concerns! CBoysTV.com Customer Support Team can only help you with merch or product related questions. Unfortunately, the CBoys cannot be reached through customer support, and you should reach out directly to them on their social media about anything non-merch related.
Q: What is the easiest way to get help with my order?
A: Please read through our FAQ to see if we can answer your question. We are always available through our support email: Support@CBoysTV.com. This is the only way to contact support at this time.
Q: How long does it normally take to ship my order?
A: Normal Shipment Times: Please allow 1-2 weeks for your items to be packed for shipping. Please allow another 1-2 weeks from the shipment date of your order for your package to arrive
International Shipment times: Please allow 1-2 weeks for your items to be packed for shipping. Please allow 4-6 weeks from the shipment date of your order for your package to be delivered.
Shipping times during Giveaways: Please allow 2-4 weeks in addition to the above shipment times for your order to be processed and shipped.
Q: How do I track my order?
A: Once your order has shipped, you will receive an email from us with the tracking details for your package. Please check your spam folder if you are missing the email from us. If you still can’t locate your order email or tracking details, contact our customer support team and we would be happy to help.
Q: Why is my order taking way longer than normal?
A: We try our best to anticipate the amount of product we need when we start a giveaway, and sometimes your order will be delayed because we are waiting for a restock of the item you ordered. Please be patient with our team as we work through these supply line challenges to bring you the latest merch.
Q: Why was part or all of my order cancelled and refunded?
A: We do our best to anticipate what our customers order when we begin each drop, but when an item is extremely popular or being discontinued, we may run out of stock and have to refund your order unexpectedly. Please contact customer support if you have any concerns or questions regarding a cancelled item or order.
Q: Why is shipping not offered for my international location or address?
A: Although we do ship internationally to most countries, some locations are not eligible for shipping at this time. If we don’t ship to your location, we would recommend you use a shipping service to receive and send your package internationally.
Q: I am an international customer (outside of the United States). Do I have to pay customs duties and taxes?
A: Items shipped outside of the United States may be subject to import duties, taxes and or charges which are normally included in the shipping costs for your order. If you are asked to pay duties and customs at time of delivery, please reach out and we can see if we can resolve the issue for you.
We are not responsible for any shipping deliveries that may be affected or intercepted by customs, natural occurrences, transfers from USPS/UPS to the local carrier in your country or air and ground transportation strikes or delays once the package exits the United States.
Please check with your country's customs office to determine what these additional costs will be prior to placing your order.
Q: Why did my order payment not process but I have pending charges on my account?
A: If you use a credit or debit card to place an order, it can show a declined error for multiple reasons (including but not limited to; invalid CVV, expiration date, billing address, ZIP Code etc). You may see a pending charge on your account from pre-authorization charges. If this happens, the pending charge will clear from your bank statement within 1-5 days. Please check all your card information before placing another order, especially your ZIP code.
Q: What is your return/exchange policy?
A: We offer the option to return items in like-new (unused) condition up to 30 days after the delivery date. For domestic returns, we can offer you a free return label by contacting support or you can also follow the instructions for the self-service Return Form here:
https://cdn.shopify.com/s/files/1/0151/2443/0896/files/Return_Form.pdf?v=1732035377
For international returns, you can follow the instruction and complete the self-service Return Form located here:
https://cdn.shopify.com/s/files/1/0151/2443/0896/files/Return_Form.pdf?v=1732035377
We do not accept exchanges at this time due to our constantly changing inventory levels.
Q: What is the warranty on products that are defective or not working properly?
A: If your order is defective or isn’t working as it should, please send a photo of the defective item to the Customer Support Team up to 90 days after delivery date. We cannot help with any defective items due to normal wear and tear or defective items 90 days post-delivery.
Q: What is your policy on lost or missing packages?
A: If your order was shipped via the United States Postal Service or UPS, please reach out to them first with your tracking number to see if they can locate your order for you. If they can’t help you locate your package, please contact us. If you are missing items that were scheduled to be delivered, you must contact customer support within 60 days of the shipment date to be offered a replacement order or refund.
Q: I entered the wrong address, ordered the wrong size or products. What do I do now?
A: Contact customer support immediately with your order number and the information you want to change so we can either cancel or modify the order before it ships out. If we are not able to change your order before it ships, you can follow the return instructions located above.
Q: Where do I find out details about the current giveaway?
A: You can find all the details, rules and ways to enter for our current giveaway by scrolling to the bottom of our homepage, CBoysTV.com and clicking on the link at the bottom of the webpage. Our giveaways are only available to residents of the United States and Canada excluding Quebec due to legal restrictions.
Q: My order arrived with wrong or missing items, what are my options?
A: Please take a photo of the wrong item along with a photo of your packing slip and send it to customer support so we can work on a solution.
Q: I am not sure what size I need, where can I find this information?
A: Our size guides are located above the sizing options on most items. Please note some designs run small, so sizing larger is usually best for a more casual fit.
Q: What if an item I want has limited sizes available when I go to add that to my cart?
A: Sometimes an item will have limited sizing due to inventory levels, the size you want is most likely out of stock permanently. Generally if it’s not available on the site, we don’t have any extra to sell sitting in the warehouse. We are s for the inconvenience!
Q: I want to order an item that is out of stock, or an item that you don’t currently have, who can I contact?
A: Everything that we currently offer for purchase, including the availability of different sizes are constantly updated at CBoysTV.com. We are not able to make custom products or sizes at this time, and we do plan to expand our line of products in the future.
Q: How should I care for my CBoysTV merch?
A: To keep your merch in great condition, follow the care instructions on the product label. Most items are machine-washable on a gentle cycle.
Q: Who won the most recent giveaway?
A: You can see if the winners were announced at the boy’s YouTube channel here: https://www.youtube.com/cboystv
Q: Why is an item only available in certain sizes and quantities?
A: Every product at CBoysTV.com is a product that we currently have available to sell according to our inventory system. Sometimes we do oversell an item, but if the item is not available on the website, we generally don’t have the item available.
Q: I really want my merch signed, how do I make that happen?
A: Unfortunately, due to the large volume of orders we are not able to have your order signed by any of the boys at this time.
Q: What happens if I forget my discount code or it doesn’t apply to the order total at checkout?
A: Discount codes can only be applied before check out and we are not able to retroactively apply a discount code after checkout. Please use the discount code code on your next order with us.
Q: What do I do if I notice my package was returned to sender?
A: Contact Customer Support (support@CBoysTV.com) and provide the address you want your order shipped to, and we can see if we are able to reship your items. If we are not able to reship your order we will issue you a refund to the payment method on file.
Q: How long does it take for my refund to be processed?
A: Your refund will usually be processed within 7 business days to the payment method on file with your order. Once your refund is processed on our system, the refund applying to your account will take time depending on your financial institution.
Q: What happens if I add the wrong information, like phone number or email address?
A: You can contact customer support and provide the information you want changed or verified and we will complete your request as soon as possible. Please note we are not able to modify any billing information after checkout is complete.