FAQ

Orders & Shipping

When will my order ship?
Orders process in 1–3 business days and usually go out the next business day. We're closed Sunday and Monday. If printing backs up and your order will take longer, we'll reach out and let you know.

How is it shipped, and how long does it take?
You choose at checkout. Most US orders go USPS Ground, with UPS also available, and typically arrive in 3–7 business days after processing. International orders ship DHL. You'll get a tracking email once your label is created.

Do international orders pay duties?
Yes. International customers pay any customs fees, duties, or taxes their country charges.

Pre-orders and made-to-order items
These ship on the timeline listed on the product page, usually 1–2 weeks. Express shipping speeds up delivery, not production.

I entered the wrong address.
Email support@fadedculture.com with your order number and the correct address as soon as possible. You have about 24 hours before it ships.

Tracking says delivered but I don't have it.
Give it 48 hours, then:

1. Check with your neighbors.
2. Check your mailroom or local post office. Sometimes they're still holding it even though it shows delivered.
3. Still missing? Email support@fadedculture.com with your order number and your full shipping address, including any apartment or unit number.

Returns & Exchanges

What's the return window?
30 days from your order date.

Can I exchange for a different size?
Yes. Start a return from your account (the link is in your order confirmation email) and choose a different size. Put your order number inside the package when you ship it back.

Where do I send it?
Faded Culture, 215 Coca-Cola Pl, Unit 208, San Antonio, TX 78220.

Who pays return shipping?
You do for size or preference changes. If we sent the wrong item or it arrived damaged, email support@fadedculture.com and we'll send a prepaid label.

When do I get my refund?
As soon as your return arrives and we check it in. Refunds go back to your original payment method, and your bank may take a few business days to post it. Payment-plan orders are refunded to the installment app. There's no restocking fee, and original shipping isn't refunded.

I'm local. Can I swap in person?
Yes, at the Lab during pickup hours. Email us first to confirm the size you want is in stock so you don't make an extra trip.

Local Pickup

Can I pick up the same day I order?
Pickup orders aren't ready right away. Please wait for our "ready for pickup" email before coming in. We send it once your order is prepped and checked.

Where and when?
215 Coca-Cola Pl, Unit 208, San Antonio, TX 78220. Tuesday–Friday 1–4 PM, Saturday 11 AM–2 PM. Closed Sunday and Monday.

What do I bring?
Your order number and your name.

How long do I have?
7 business days from the day we tell you it's ready. Missed pickups are restocked after a 24-hour grace period and issued as store credit.

Products

How do the tees fit?
Unisex and slightly oversized, and they don't shrink. Our model is 5'10" and wears an XL. See our size chart.

Is the raw hem on purpose?
Yes. Some pieces, like the Southern collection, have the bottom hem cut on purpose for a raw, rugged look.

Does the Slide Razor Holder come with blades?
No, blades are sold separately. Shop FC Platinum Razors.

My shears have a green tint. Is that rust?
No, it's normal for the steel we use. For care steps, open the Care & Maintenance tab on the shear set's product page. Our shears are also covered by the Faded Culture warranty against defects; email support@fadedculture.com to start a claim.

Do you sell clippers or trimmers?
No, we don't carry clippers or trimmers.

How does the e-book work?
It's digital only. Your access link is emailed after purchase, so check your spam folder if you don't see it.

Matte Clay subscription
Delivers every 2 months with 10% off and free shipping. Log in to your account to manage or cancel it. Having trouble? Email support@fadedculture.com and we'll take care of it.

Wholesale

Do you sell wholesale?
Yes. Matte Clay comes in 18-packs at 47% off. Email support@fadedculture.com with your name, shipping address, phone number, and quantity, and we'll send you an invoice. Interested in other barber products? Ask us for pricing. Apparel wholesale is on blanks only, not printed garments.

Education

Is Zero to Booked Out the same as the Academy?
No. Zero to Booked Out is our online course: $297, lifetime access, taught in English, and it starts from the basics. It doesn't count toward licensing hours. Faded Culture Academy is our in-person Class A barber school in San Antonio: fadedcultureacademy.com, info@fadedcultureacademy.com, 210.542.5140.

Still need help?

Email support@fadedculture.com. We reply Tuesday–Saturday.