Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Welcome to Eastline Official's FAQ page. Here you'll find answers to the most common questions about our products, ordering, shipping, returns, and more. If you can't find what you're looking for, please contact us – we're happy to help!
📦 ORDERING & PAYMENT
How do I place an order?
Placing an order is simple:
- Browse our products and select the items you want
- Choose your size and add items to your cart
- Click the cart icon and proceed to checkout
- Enter your shipping and payment information
- Review your order and click "Complete Order"
- You'll receive an order confirmation email immediately
What payment methods do you accept?
We accept the following payment methods through our secure Shopify Payments system:
- Visa, Mastercard, American Express, Discover
- Debit cards with major card network logos
- Apple Pay
- Google Pay
- Shop Pay
All transactions are encrypted with SSL security and processed through PCI-DSS Level 1 compliant payment processors.
Is it safe to use my credit card on your website?
Absolutely! Your security is our top priority. We use:
- SSL/TLS encryption (256-bit) for all data transmission
- PCI-DSS Level 1 compliant payment processing (the highest security standard)
- Shopify Payments secure payment gateway
- We never store your complete credit card information on our servers
Can I modify or cancel my order after placing it?
You can request to cancel your order within 24 hours of placement by contacting us immediately at contact@eastlineofficial.com or +1 (505) 441-3487.
Once an order has been processed and shipped (1-3 business days), it cannot be cancelled. However, you can return it following our 14-day return policy.
Address changes must be requested within 24 hours of order placement. We cannot guarantee changes after processing begins.
Will I receive an order confirmation?
Yes! You will receive an order confirmation email immediately after placing your order. This email confirms we received your order and includes:
- Order number
- Items ordered
- Shipping address
- Total amount charged
If you don't receive a confirmation email within 1 hour, check your spam/junk folder or contact us.
Do you charge sales tax?
Yes, we are required to collect applicable state and local sales tax based on your shipping address. Tax is calculated automatically at checkout and will be shown before you complete your order.
Why was my payment declined?
Payment declines can happen for several reasons:
- Insufficient funds or credit limit reached
- Incorrect card information (number, expiration date, CVV)
- Billing address doesn't match card on file
- Card issuer fraud prevention
- International card restrictions
Please contact your bank or card issuer to resolve the issue, then try placing your order again.
🚚 SHIPPING & DELIVERY
How much does shipping cost?
Shipping is FREE on all orders! We offer complimentary Standard Shipping to all addresses within the United States with no minimum purchase required.
How long does shipping take?
Total delivery time is 5-10 business days from order placement, which includes:
- Processing Time: 1-3 business days (order preparation and fulfillment)
- Shipping Time: 4-7 business days (carrier transit time)
Business days are Monday-Friday, excluding U.S. federal holidays.
Do you ship internationally?
Currently, we only ship to addresses within the United States (all 50 states). We do not ship to:
- International destinations
- U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, etc.)
- APO/FPO/DPO military addresses
- P.O. boxes
We hope to expand international shipping in the future!
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email with:
- Tracking number
- Carrier name (USPS, FedEx, UPS, etc.)
- Direct link to track your package
- Estimated delivery date
Tracking information may take 24-48 hours to become active after you receive the email. You can also track your order by logging into your account and viewing your order history.
What if my tracking shows "delivered" but I didn't receive my package?
If tracking shows delivered but you haven't received your package:
- Check all possible delivery locations (front/back door, mailbox, porch, garage, with neighbors)
- Verify the delivery address in your order confirmation email
- Wait 24-48 hours (sometimes packages are marked delivered prematurely)
- Contact the shipping carrier with your tracking number
- Contact us at contact@eastlineofficial.com within 7 days of the delivery date
We'll work with you and the carrier to locate your package or provide a resolution.
My package is delayed. What should I do?
Shipping delays can occur due to weather, carrier volume, holidays, or other factors beyond our control. If your order is delayed beyond the estimated 5-10 business day window:
- Check your tracking information for updates
- Contact the shipping carrier for status updates
- Contact us at contact@eastlineofficial.com or +1 (505) 441-3487
We'll investigate the delay and work to resolve the issue as quickly as possible.
Can I change my shipping address after placing an order?
Address changes must be requested within 24 hours of order placement by contacting us immediately. Once your order has been processed or shipped, we cannot change the shipping address.
If you provided an incorrect address, you are responsible for any additional shipping charges to reship the order.
Do you offer expedited or express shipping?
Currently, we only offer Standard Shipping (4-7 business days delivery). We do not have expedited or express shipping options at this time.
↩️ RETURNS & REFUNDS
What is your return policy?
We offer a 14-day return policy from the date of delivery. Items must be:
- Unworn, unwashed, and unused
- In original condition with all tags attached
- In original packaging (when possible)
- Free from damage, stains, odors, or signs of wear
See our complete Refund and Return Policy for full details.
How do I return an item?
To initiate a return:
- Contact us within 14 days of delivery at contact@eastlineofficial.com or +1 (505) 441-3487
- Provide your order number and reason for return
- We'll send you return authorization and instructions
- Ship the item to our return address in China (provided upon authorization)
- We'll process your refund within 10 business days of receiving the return
Important: Do not send returns without prior authorization. Returns without authorization may be refused or delayed.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item received was:
- Defective or damaged
- Incorrect (wrong item, size, or color)
- Does not match the product description
In these cases, we will provide a prepaid return label at no cost to you.
Return shipping from the US to China typically costs $15-$40 depending on weight and carrier.
How long does it take to receive my refund?
Refund timeline:
- Return Transit: 2-4 weeks for your return to reach our facility in China
- Inspection: 3-5 business days after we receive your return
- Refund Processing: 5-10 business days to process refund to your original payment method
- Bank Processing: 5-10 additional business days for refund to appear in your account
Total time: Approximately 3-6 weeks from when you ship the return.
What items cannot be returned?
The following items are final sale and cannot be returned:
- Items marked as "Final Sale" or "Clearance"
- Worn, washed, or used items
- Items without original tags
- Undergarments and intimate apparel (for hygiene reasons)
- Customized or personalized items
- Gift cards
- Items returned after 14 days from delivery
Can I exchange an item for a different size or color?
We process exchanges as a return and new order:
- Return the original item following our return process
- Receive a refund
- Place a new order for the desired size/color
We cannot hold inventory or guarantee availability of exchange items, so we recommend placing a new order as soon as possible.
What if I received a defective or wrong item?
If you received a defective, damaged, or incorrect item:
- Contact us immediately (within 48 hours of delivery) at contact@eastlineofficial.com
- Provide your order number and photos of the issue
- We'll provide a prepaid return label
- You'll receive a full refund or replacement at no cost
We stand behind our products and will make it right!
👕 PRODUCTS & SIZING
What products do you sell?
Eastline Official specializes in premium performance apparel:
- Performance Pants: Technical fabric pants designed for comfort, durability, and versatility
- Lifestyle T-Shirts: Premium quality tees with superior fit and fabric
- Streetwear & Athletic Wear: Contemporary designs for active lifestyles
All our products feature high-quality materials, functional design, and modern styling.
How do I choose the right size?
Each product page includes a detailed size chart with measurements. To find your size:
- Measure yourself using a soft measuring tape
- Compare your measurements to our size chart
- If you're between sizes, we recommend sizing up
- Read customer reviews for fit feedback
If you're unsure about sizing, contact us at contact@eastlineofficial.com and we'll help you choose the right size.
What are your products made of?
We use premium fabrics and technical materials including:
- High-performance synthetic blends (polyester, nylon, spandex)
- Moisture-wicking and breathable fabrics
- Stretch materials for comfort and mobility
- Durable, wrinkle-resistant, and water-resistant fabrics
Specific fabric composition is listed on each product page.
How should I care for my Eastline products?
Care instructions vary by product, but general guidelines:
- Machine wash cold with like colors
- Use mild detergent, avoid bleach
- Tumble dry low or hang dry
- Do not iron directly on prints or logos
- Follow care label instructions on each garment
Proper care will extend the life of your products.
Are your products true to size?
Our products are designed to fit true to size based on standard US sizing. However, fit can vary by style and personal preference. We recommend:
- Checking the size chart on each product page
- Reading customer reviews for fit feedback
- Sizing up if you're between sizes or prefer a looser fit
Do you restock sold-out items?
Restocking depends on availability from our suppliers. If an item is sold out:
- Sign up for restock notifications on the product page (if available)
- Contact us at contact@eastlineofficial.com to inquire about specific items
- Follow us on social media for restock announcements
We cannot guarantee restocks, but we'll do our best to bring back popular items.
Where are your products made?
Our products are manufactured by our trusted suppliers, WIIO and SANYU, who have over 15 years of experience in the apparel industry. Products are primarily manufactured in China and shipped directly to you through our dropshipping model.
We maintain strict quality control standards and work only with vetted, ethical manufacturers.
💳 ACCOUNT & PRIVACY
Do I need an account to place an order?
No, you can checkout as a guest without creating an account. However, creating an account offers benefits:
- Faster checkout on future orders
- Order history and tracking
- Saved shipping addresses
- Exclusive offers and early access to sales
How do I create an account?
Click "Account" or "Sign In" at the top of our website, then select "Create Account." Enter your email and create a password. You'll receive a confirmation email to verify your account.
I forgot my password. How do I reset it?
Click "Sign In" then "Forgot Password." Enter your email address and we'll send you a password reset link. Follow the instructions in the email to create a new password.
How do you protect my personal information?
We take your privacy seriously and implement strong security measures:
- SSL/TLS encryption for all data transmission
- Secure servers with restricted access
- PCI-DSS compliant payment processing
- Regular security audits and updates
- Compliance with CCPA, CPRA, and other privacy laws
See our Privacy Policy for complete details on how we collect, use, and protect your information.
Do you sell my personal information?
No, we do not sell, rent, or trade your personal information to third parties for their marketing purposes. We only share information with trusted service providers who help us operate our business (shipping carriers, payment processors, fulfillment partners).
How can I unsubscribe from marketing emails?
You can unsubscribe from marketing emails by:
- Clicking the "Unsubscribe" link at the bottom of any marketing email
- Logging into your account and updating email preferences
- Contacting us at contact@eastlineofficial.com
You'll still receive transactional emails (order confirmations, shipping notifications) even after unsubscribing from marketing.
🏢 COMPANY & POLICIES
Who is Eastline Official?
Eastline Official is operated by SJR E COMMERCE, a limited liability company based in Albuquerque, New Mexico. We specialize in premium performance apparel designed for real life – clothing that's functional, versatile, and built to last.
Learn more on our About Us page.
Where are you located?
Our business is located at:
SJR E COMMERCE
1209 Mountain Road Pl NE Ste R
Albuquerque, NM 87110
United States
Note: This is our business address for correspondence. Product returns should be sent to our return center in China (address provided upon return authorization).
What is dropshipping?
Dropshipping is a business model where products are shipped directly from our suppliers to you, rather than being stocked in our own warehouse. This allows us to:
- Offer lower prices by eliminating warehousing costs
- Provide a wider product selection
- Reduce environmental impact
We work with trusted suppliers (WIIO and SANYU) who meet our quality standards. Despite the dropshipping model, we provide full customer support and stand behind all our products.
Do you have a physical store?
No, we are an online-only retailer. We do not have a physical retail location. All orders must be placed through our website at eastlineofficial.com.
How can I contact customer service?
We're here to help! Contact us:
- Email: contact@eastlineofficial.com
- Phone: +1 (505) 441-3487
- Hours: Monday - Friday, 9:00 AM - 5:00 PM MST
We typically respond to emails within 24 hours during business days. Visit our Contact Us page for more information.
Where can I find your policies?
All our policies are available on our website:
❓ STILL HAVE QUESTIONS?
If you didn't find the answer you were looking for, we're here to help!
Contact Us:
- Email: contact@eastlineofficial.com
- Phone: +1 (505) 441-3487
- Hours: Monday - Friday, 9:00 AM - 5:00 PM MST
Our customer service team is ready to assist you with any questions or concerns. We typically respond within 24 hours during business days.
Visit our Contact Us page for more ways to get in touch.
Last Updated: December 19, 2025