Frequently Asked Questions
Here is a quick list of frequently asked questions that we receive from customers and responses to those questions. If you have any further questions or need more information on our products or company, please feel free to contact us through our Contact Page or at email@example.com.
I am not sure what size kimonos or shorts to order? What should I do?
Having proper fitting apparel is important for both comfort and performance. On each of our product pages, we have detailed sizing charts for our products with measurements for each size. We use our own patterns for our sizing and measurements unique. We recommend using a tape measure to measure both your own measures and the measurements of your favorite kimono, rashguard or shorts, to get an idea of which size best suits you.
What if the product I want is out of stock.
Many of our products are limited edition, small batch runs that will not have second-runs. Occasionally, there may be additional inventory that becomes available for sale. If there is a product that is sold out, feel free to contact us through our Contact Page or at firstname.lastname@example.org.
How much will my kimono shrink?
Through our internal testing, if a kimono is washed separately in cold water and hang dried, it will shrink up to 1% of its original measurements. In our extreme shrinkage testing, where we washed the kimono in hot water and air dried, the kimono's jacket shrank 1% to 3.5% with the wingspan experiencing the largest shrinkage. We highly recommend washing your kimono separately in cold water and hang dry to minimize shrinkage.
Ordering and Shipping Questions
How long does shipping take in USA?
We usually ship products Monday through Friday and will ship your order within 1 to 2 business days of receiving it. From there UPS and USPS Priority shipping time will range from 2 to 10 days. You can select faster shipping options to receive your order faster.
Do you ship internationally, outside the United States?
Yes, we do ship internationally using DHL and USPS. The customer is responsible for the additional international shipping costs and any additional taxes, duties and fees associated with international shipping.
I preordered academy branded items from THE REVIVAL INITIATIVE Collection. How long will it take to receive my order?
We will work to get your item to you in 8 to 10 weeks. I know that feels like a long time, but we believe that is an honest timeline that accounts for potential production and shipping delays during these turbulent times. We will work with our manufacturing partners to the best of our ability to maintain the production and shipping timelines.
What is Carbyne's return policy?
Please see our Return Policy by clicking here.
Can I cancel, return or exchange an order I made for an academy rashguard or shorts?
All REVIVAL INITIATIVE Collection rashguards and shorts sales are final and there are no refunds, returns or exchanges due to the fundraising component of the sales. If you do receive a defective product, please contact us at email@example.com and your situation will be reviewed on a case by case basis.
Can I make changes to my order or cancel it after it has been submitted?
After an order is submitted, we may be able to make changes if it hasn’t shipped. Once it has shipped, we will do our best to try to make changes if it involves changing the shipping address, but cannot make any guarantees. You will need to abide by our return policy to return the product for a partial refund.
What are the charges for international shipping?
On the check out page, you will see the charges for international shipping. There may be additional taxes, tariffs and other fees associated with international shipping that is the responsibility of the customer to cover.
When will I receive the tracking number for my shipment?
Customers will receive an automated email with shipping and tracking information. If you do not receive an email with shipping and tracking information within 24 hours of your order, please contact us at firstname.lastname@example.org.
What do I do when the system tells me that my billing information isn't correct?
Please review and edit your billing information to make sure all of the information if correct. If the order still isn’t able to be processed, please send us an email at email@example.com.
What happens if I did not receive my order?
Please contact us if you have not received your order. We recommend all customers purchase shipping insurance. CARBYNE is not responsible for lost or missing orders.
What can cause my order(s) to be modified, placed on hold or canceled?
Some orders may be flagged as modified, placed on hold or canceled for a number of reasons including suspected fraud, past customer order and return history, inventory management issues, or our system going down. If there are any issues, we will contact the customer directly by email and work on a resolution.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, JCB, and Diner’s Club.
Wholesale Accounts and Customer Gear
I have an academy/dojo/retail/e-commerce site, can I open a wholesale account?
We do accept wholesale accounts for martial arts academies, retail stores, and online sites. Please email us at contact@carbyneindustries with the name of your business, type of business, website link and contact information including contact name, phone number, email address, and shipping address and we will get back to you.
Do you make custom BJJ gear?
CARBYNE has already started collaborating with some of the largest martial arts academies in The United States to design custom made kimonos, rashguards, shorts, and lifestyle wear.. We work with the academies’ owners on product features and design and marketing the products to students to take the stress out of the design and ordering process. For more information on our custom gear and potential collaboration, please send us an email at firstname.lastname@example.org.
I own a BJJ academy and would like to be part of CARBYNE's REVIVAL INITIATIVE. How can my academy join the program?
We want to help BJJ academies during these difficult economic times. You can learn more about The REVIVAL INITIATIVE by clicking here. If this program sounds like it is a good fit, please contact us at email@example.com. We already have a number of schools from our network signed up and will be running this program through The Fall, so spaces are limited. We do plan to resume the program again in February 2021.