FAQ
Why did Planeterra start an online store?
We started an online store as a way to generate funds for our work to support our growing network of partners around the world. Planeterra also launched a new brand this year, and an online store filled with branded products is a great new way to spread the word about our brand.
One of Planeterra’s goals is to have more travellers visiting community tourism experiences when they head overseas. In fact - one of our goals is to see 50 million travellers experience community tourism by 2030. We hope that you will rock our clothing when you travel, and continue to spread the word about community tourism.
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
Why on demand?
Every purchase, big or small, has a footprint. With each purchase, you have a choice. You choose the size of the mark to leave on the planet.
Around 85% of all textiles produced by the fashion industry end up in landfills, making it a major contributor to environmental damage. One in every five garments reaches a landfill without being worn even once.
By choosing print-on-demand, apparel is created only as the order is placed, creating less fabric waste than conventional manufacturing.
What efforts are made to reduce environmental impact?
One of the ways our third party print-on-demand service is working to reduce waste is by limiting packaging. This means that when you receive your order it is in basic packaging. This is on purpose to reduce waste!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@planeterra.org
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbours, get in touch with us at info@planeterra.org with your order number.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@planeterra.org within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at info@planeterra.org.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [insert your support email here] with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@planeterra.org within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!