Frequently Asked Questions

Discover everything you need to know about Sanctuary Clothing in our FAQs. From order cancellation to shipping, we've got you covered.

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Popular Questions

How Long Does it Take for My Order to Ship?

SanctuaryClothing.com ships all orders as quickly as possible using FedEx or US Postal Service. Kindly note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, kindly contact customer service for help in choosing the right shipping method to receive it on time.

Shipping Deadlines: Orders received before 12 pm PST Monday to Friday will begin processing that day, orders placed after 12 pm PST, on the weekend, or on observed holidays will begin processing the following business day. 

Timeline: FedEx 2-Day will be delivered 2 business days after it has been received from our warehouse. Ground options will be delivered within 10 business days of pickup. 

Can I Cancel My Order?

We work very quickly to ship out orders and start processing them once the order is placed. To cancel an order, please contact customer service by e-mail at hello@sanctuaryclothing.com. Kindly note we cannot guarantee the order can be cancelled. We are available Monday through Friday from 9:00 AM to 6:00 PM Pacific Time excluding holidays.

My Order Says "Delivered" but I Can't Find It!

First, check with neighbors and all possible areas that your courier could have left the package (i.e. hiding spots, front desk, mailroom, corridor, back door, etc.) If you are still unable to locate it, please contact us right away at hello@sanctuaryclothing.com. We can start an investigation for your missing package with FedEx, US Postal Service (USPS) or UPS.

Do You Price Match?

Yes, we will honor price matching for authorized online Sanctuary Clothing retailers with active links to the product in the same color, size, and style at the time of purchase.

To request a price match, please email us at hello@sanctuaryclothing.com. Our policy requires the following information in order to verify a price match.

The price match must be on merchandise of identical style, color, and size advertised as in stock on the authorized retailer's website. Merchandise cannot be final sale on the retailer’s website. This cannot be combined with other sales or promotions.

The retailer's discount must be visible on their website.

Have a Question or an Issue? How do I Reach You?

We love to hear from our customers! We offer multiple ways to reach us: Live Chat, Facebook Messenger, and email at hello@sanctuaryclothing.com.

Shipping, Returns & Exchanges

What's Sanctuary's Return Policy?

We want you to be completely satisfied with your SanctuaryClothing.com order, thus we will accept your return of product in original condition with all tags attached within 30 days of receipt of your order. Your refund will be in the same form as the original purchase. Shipping and handling charges are non-refundable. To initiate a return, visit our Return Center.

Please note, we only accept returns that were purchased via this website. Sanctuary Clothing will not accept product(s) returns that were purchased at Sanctuary Clothing specialty stores, secondhand stores, or other retailers.

All items marked FINAL SALE cannot be exchanged or returned at any time.

Swim
We’re unable to process returns for swimwear that have been worn or are returned in a soiled condition. All swimwear must be in new and unused condition with sanitary strips in place.

I Received a Damaged/Defective Item That I Purchased From sanctuaryclothing.com

We will take back any damaged/defective item that was purchased from SanctuaryClothing.com for a refund within six (6) months of its original sale. Please contact our Customer Success desk at hello@sanctuaryclothing.com.

Kindly note we are not able to take back damaged/defective item(s) not purchased directly on SanctuaryClothing.com. Please contact the merchant of purchase to inquire on their policies.

Can I Return an Item Not Bought On sanctuaryclothing.com?

SanctuaryClothing.com will not accept orders that were purchased in Sanctuary Clothing specialty stores, secondhand shops, or other retailers.

Where is My Refund?

Please allow two (2) weeks for us to receive your return package. Once delivered to our fulfillment center, you can expect your return to be processed within ten (10) business days, depending on your banking institution. 

I'm Using an International Credit Card But Want to Ship to the U.S.

SanctuaryClothing.com is unable to accept international credit cards or any type of payment that has a billing address outside of the U.S. The order will have to be placed through International Checkout even if it's being shipped within the United States. Free Shipping applies to all orders within the continental U.S.

U.S. Shipping

Do You Offer Free Shipping?

Yes! We offer free 2-Day shipping on all orders over $75.

How Long Does it Take For My Order to Ship?

SanctuaryClothing.com ships all orders as quickly as possible using FedEx or US Postal Service. Kindly note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, kindly contact customer service for help in choosing the right shipping method to receive it on time. 

Shipping Deadlines: Orders received before 12 pm PST Monday to Friday will begin processing that day, orders placed after 12 pm PST, on the weekend, or on observed holidays will begin processing the following business day. 

Timeline: FedEx 2-Day will be delivered 2 business days after it has been received from our warehouse. Ground options will be delivered within 10 business days of pickup. 

Due to COVID-19 safety regulations, shipping may be slightly delayed. We appreciate your understanding and patience

Observed Holidays

SanctuaryClothing.com does not process or ship orders on Saturday, Sunday or company observed holidays. The following holidays are observed: 

• New Year's Eve
• New Year's Day
• Memorial Day
• Independence Day (Fourth of July)
• Labor Day 
• Thanksgiving Day 
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

Where Can I Ship My Order To?

SanctuaryClothing.com is able to ship to all 50 states, including Alaska and Hawaii, and to APO/FPO addresses. We are unfortunately unable to ship to P.O. Boxes, Puerto Rico, and to U.S. Territories at this time.

Refusing Delivery

If you refuse delivery of any order placed on SanctuaryClothing.com, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid, but shipping charges are non-refundable.

Do You Charge Sales Tax?

In accordance with individual state regulations, sales tax is automatically applied to your SanctuaryClothing.com order if your shipping address is in one of the following states: California (CA), Florida (FL), New Jersey (NJ), Texas (TX), and New York (NY).

How do I Track My Order?

We offer you the ability to track your order online by logging into your customer account or by visiting https://sanctuaryclothing.aftership.com. Please have your order number handy. 

Do You Ship to Alaska and Hawaii?

Yes! We offer 2-Day and Next Day shipping to Alaska and Hawaii via FedEx. 

Unfortunately we are unable to offer Free US Ground Shipping for orders over $75 as that service is unavailable by FedEx and USPS.

Do You Ship to Armed Forces Bases?

Yes! We greatly appreciate the soldiers that represent us in our military. We offer 2-Day and Next Day shipping to APO and FPO addresses via FedEx. 

Unfortunately we are unable to offer Free US Ground Shipping for orders over $75 as that service is unavailable by FedEx and USPS.

Sanctuary Rewards FAQ

WHAT IS FRIENDS OF SANCTURAY?

Friends of Sanctuary is a rewards program and is our free loyalty program that rewards you based on how much you shop, share, and more. The more you do, the more (and better) perks you get. 

HOW DO I JOIN?

Sign up here and you’ll even get 50 points on us.

WHAT IF I ALREADY HAVE A SANCTUARY CLOTHING ACCOUNT?

If you have an account, you’re automatically a part of Friends of Sanctuary. To view your available points and current rewards tier, make sure you are signed in and go to our Sanctuary Rewards Page.

DOES IT COST ANYTHING TO JOIN

No, Friends of Sanctuary is free!

DO MY PAST PURCHASES COUNT?

Past purchases from the September 1, 2021 onward will applied towards your Sanctuary Rewards tier. However, these points will not go towards cash back. 

HOW DO I KNOW IF MY POINTS HAVE POSTED TO MY ACCOUNT?

Your points will automatically post to your account within minutes of placing your order. You can track your point balance and Reward History in your account dashboard.

I CAN’T SEE MY LATEST POINTS ON MY ACCOUNT! WHAT DO I DO?

If after 2 hours you still don’t see your points posted, please reach out to us at hello@sanctuaryclothing.com.

HOW DO I GET MORE POINTS?

There are multiple ways for you to own points for a breakdown of each of these visit our Sanctuary Rewards Page.

WHY CAN’T I SEE MY POINTS AFTER SUBMITTING A PRODUCT REVIEW?

Reviews are approved and posted to our website within one week of submission. It may take a few additional business days to post the points to your account. If you still don’t see your points after 3 business days, please reach out to us at hello@sanctuaryclothing.com.

CAN I EARN POINTS ON ORDERS PAID WITH A GIFT CARD?

Purchases made with a gift card will not earn points toward your account. If you use both a gift card and a different form of payment on an order you will only earn points of the balance paid on the second form of payment.

IF I RETURN MY ITEMS, DO I LOSE POINTS?

Since you earn points with dollars spent, you will lose points when you make a return. If you make an exchange or return for a store credit, you will keep the points earned. However, you will not receive new points when your exchange or store credits is issued or redeemed.

HOW DO I REDEEM MY CASH BACK?

Once you have earned your discount you will have the option to redeem that discount off your order at checkout.

WHY AM I NOT SEEING MY DISCOUNT AT CHECKOUT?

You will earn your discounts after your orders have passed the return period threshold (30 days). 

I FORGOT TO LOGIN AT CHECKOUT! CAN MY POINTS BE ADDED TO MY ACCOUNT?

Please ensure you are logged into your account when placing an order, this is the only way to guarantee your points.

DO REWARDS EXPIRE?

Yes, rewards expire after inactivity of 365 days.

WHAT ARE THE TIERS?
Sanctuary Rewards Tiers Image
HOW LONG DO I HAVE TO WAIT BEFORE MOVING UP A TIER?

As soon as you earn the necessary points, you move up a tier!

CAN I LOSE MY TIER STATUS?

Once you enter a new tier, you will remain in that tier for 12 months. If after this time you don’t earn points to retain your tier, you will be moved back to the tier that matches your points earned within the last 12 months.

HOW DOES THE REFER A FRIEND PROGRAM WORK?

Give $20, Get $20. Invite your friends and family to shop Sanctuary Clothing and we'll give $20 off to them on an order over $100, and give you $20 off once they make their first purchase. 

Start referring here

REFER A FRIEND RECIPIENTS

Must be a new customer (they have not purchased from our site at any time prior) and have a valid email address. Self referrals to will not be valid for either offer.

US Shipping

Do You Offer Free Shipping?

Yes! We offer free 2-Day shipping on all orders over $75.

How Long Does it Take For My Order to Ship?

SanctuaryClothing.com ships all orders as quickly as possible using FedEx or US Postal Service. Kindly note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, kindly contact customer service for help in choosing the right shipping method to receive it on time. 

Shipping Deadlines: Orders received before 12 pm PST Monday to Friday will begin processing that day, orders placed after 12 pm PST, on the weekend, or on observed holidays will begin processing the following business day. 

Timeline: FedEx 2-Day will be delivered 2 business days after it has been received from our warehouse. Ground options will be delivered within 10 business days of pickup. 

Due to COVID-19 safety regulations, shipping may be slightly delayed. We appreciate your understanding and patience

Observed Holidays

SanctuaryClothing.com does not process or ship orders on Saturday, Sunday or company observed holidays. The following holidays are observed: 

• New Year's Eve
• New Year's Day
• Memorial Day
• Independence Day (Fourth of July)
• Labor Day 
• Thanksgiving Day 
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

Where Can I Ship My Order To?

SanctuaryClothing.com is able to ship to all 50 states, including Alaska and Hawaii, and to APO/FPO addresses. We are unfortunately unable to ship to P.O. Boxes, Puerto Rico, and to U.S. Territories at this time.

Refusing Delivery

If you refuse delivery of any order placed on SanctuaryClothing.com, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid, but shipping charges are non-refundable.

Do You Charge Sales Tax?

In accordance with individual state regulations, sales tax is automatically applied to your SanctuaryClothing.com order if your shipping address is in one of the following states: California (CA), Florida (FL), New Jersey (NJ), Texas (TX), and New York (NY).

How do I Track My Order?

We offer you the ability to track your order online by logging into your customer account or by visiting https://sanctuaryclothing.aftership.com. Please have your order number handy. 

Do You Ship to Alaska and Hawaii?

Yes! We offer 2-Day and Next Day shipping to Alaska and Hawaii via FedEx. 

Unfortunately we are unable to offer Free US Ground Shipping for orders over $75 as that service is unavailable by FedEx and USPS.

Do You Ship to Armed Forces Bases?

Yes! We greatly appreciate the soldiers that represent us in our military. We offer 2-Day and Next Day shipping to APO and FPO addresses via FedEx. 

Unfortunately we are unable to offer Free US Ground Shipping for orders over $75 as that service is unavailable by FedEx and USPS.

Rewards Program FAQ

Do You Offer Free Shipping?

Yes! We offer free 2-Day shipping on all orders over $75.

How Long Does it Take For My Order to Ship?

SanctuaryClothing.com ships all orders as quickly as possible using FedEx or US Postal Service. Kindly note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, kindly contact customer service for help in choosing the right shipping method to receive it on time. 

Shipping Deadlines: Orders received before 12 pm PST Monday to Friday will begin processing that day, orders placed after 12 pm PST, on the weekend, or on observed holidays will begin processing the following business day. 

Timeline: FedEx 2-Day will be delivered 2 business days after it has been received from our warehouse. Ground options will be delivered within 10 business days of pickup. 

Due to COVID-19 safety regulations, shipping may be slightly delayed. We appreciate your understanding and patience

Observed Holidays

SanctuaryClothing.com does not process or ship orders on Saturday, Sunday or company observed holidays. The following holidays are observed: 

• New Year's Eve
• New Year's Day
• Memorial Day
• Independence Day (Fourth of July)
• Labor Day 
• Thanksgiving Day 
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

Where Can I Ship My Order To?

SanctuaryClothing.com is able to ship to all 50 states, including Alaska and Hawaii, and to APO/FPO addresses. We are unfortunately unable to ship to P.O. Boxes, Puerto Rico, and to U.S. Territories at this time.

Refusing Delivery

If you refuse delivery of any order placed on SanctuaryClothing.com, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid, but shipping charges are non-refundable.

Do You Charge Sales Tax?

In accordance with individual state regulations, sales tax is automatically applied to your SanctuaryClothing.com order if your shipping address is in one of the following states: California (CA), Florida (FL), New Jersey (NJ), Texas (TX), and New York (NY).

How do I Track My Order?

We offer you the ability to track your order online by logging into your customer account or by visiting https://sanctuaryclothing.aftership.com. Please have your order number handy. 

Do You Ship to Alaska and Hawaii?

Yes! We offer 2-Day and Next Day shipping to Alaska and Hawaii via FedEx. 

Unfortunately we are unable to offer Free US Ground Shipping for orders over $75 as that service is unavailable by FedEx and USPS.

Do You Ship to Armed Forces Bases?

Yes! We greatly appreciate the soldiers that represent us in our military. We offer 2-Day and Next Day shipping to APO and FPO addresses via FedEx. 

Unfortunately we are unable to offer Free US Ground Shipping for orders over $75 as that service is unavailable by FedEx and USPS.

Other Questions

How do I Redeem a Gift Card?

SanctuaryClothing.com gift cards and merchandise credits are able to be redeemed online. Please enter the gift card where noted at checkout. 

Who do I Contact for Press Inquiries?

Kindly contact hello@sanctuaryclothing.com to be placed in touch with our Marketing & PR department. 

Do you have any current promotions at this time?

Yes. Valid from Thursday, February 15, 2024, to Tuesday, February 20, 2024, until 11:59 PM PST. Additional 30% off markdowns, additional exclusions may apply .EXTRA30 must be applied at checkout in order to relieve the discount. All sales are FINAL and cannot be exchanged or returned at any time. Taxes payable after discount is deducted. Offer not valid on previous purchases. No price adjustments will be given. Cannot be combined with any other promotion or coupon code. Terms of promotion are subject to change.

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