Frequently Asked Questions

Welcome to our FAQ page! All of the information found on this page will help you in the event that you are left scratching your head in the middle of the night. Our Customer Service Department is not available 24/7, but everything that you will need to know is likely listed right here!

Our FAQ page has been segmented into four different categories:

  1. Ordering
  2. Shipping
  3. Returns
  4. Miscellaneous

We have prepared a list of the top most frequently asked questions below to start things off.



If your question is not listed above, please scroll down to select from one of the four categories below:







How do your t-shirts fit? Do you have a size chart?

This question gets asked a lot, but doesn't really have a concrete answer. No one person is identical. People are shaped differently, and personal preference varies from one fan to the next.

What we CAN tell you is that we haven't reinvented the t-shirt wheel. We offer a wide variety of sizes for both Men and Women. Our 50% Polyester, 50% Cotton premium heathered tops are sewn with a finer yarn than most "standard" t-shirts (40 singles v.s. 20 singles), thus a lighter weight garment (4.4 oz) with a slightly more tailored cut. Our sizing does not stray from traditional spec's, although the fabric is a bit lighter, while offering a more contoured fit.

A size chart can be found on each product details page.

What are your shipping rates? 

Each order that we receive here at Basecamp is unique in its own way. This is also the case with each individual shipment. Basecamp is very proud to offer multiple shipping services through FedEx, as well as the USPS. Depending upon the size of your order and how heavy your package is, our fulfillment system will determine the rate based upon your geographical location. 

What are your International shipping rates? What about duties?

Basecamp is proud to offer International Shipping options! Every shipment is unique, and each rate will vary depending upon the packages final destination. We have included a shipping rate calculator that can be found in your online shopping cart. To display this feature, simply add product to your cart and the calculator will appear at the bottom of the screen.

All duties associated with an International shipment are the responsibility of the purchaser/recipient. 

When will my order be shipped? When will it arrive?

If your order was placed Monday through Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday (Basecamp offices are closed Saturday and Sunday). You will receive an email confirmation once your order has been shipped. Depending upon the service type that you selected, your package will arrive accordingly. Please refer to your shipment confirmation email, as it will contain you FedEx or USPS tracking number. The email will contain a link that will allow you to track your package as it is in transit. 

*PLEASE NOTE* Basecamp offices are closed on Saturday and Sunday. Basecamp only processes and ships packages during normal business hours. This is very important to remember if you request an Express shipping option after normal business hours or during the weekend, as it may not arrive to your address in the amount of time that it would typically take. Orders placed after 3:00pm may not reach our loading dock in time for regularly scheduled carrier pick-up, and will be shipped the following business day (no packages are shipped during the weekend). Express service shipments must be received by 3pm (Monday through Friday) or they will also be shipped the following business day.

What is the status of my order? How do I track my order? 

Once you have placed an order, you can check its status at any time. Simply find the TRACK MY ORDER tab at the top of our website or at the bottom, in the footer. By simply entering your order number and email address, you will be able to access all of the information regarding your recent order on this page. Tracking your orders progress is very easy too! If your order has already been processed and shipped, a tracking number will display in the results when looking up your order on the TRACK MY ORDER  page. You can also refer to the shipment confirmation email that was sent to you after your initial order was placed. 



Do you offer Gift Cards or Online Gift Certificates?

Unfortunately we do not offer Gift Cards or Online Gift Certificates at this time. We are in the process of developing a NEW prepaid system that will be introduced shortly before Christmas 2013. We apologize for any inconvenience. Please check back in a few weeks for the latest update! 

Why should I become a registered user by creating a Customer Account?

There are several reasons why you should create an online Customer account! Your Customer account is a place for you to research all of your order history with Basecamp (what items you have already purchased, where they were shipped, how much you spent, etc.) Once logged in, you will also be able to keep track (and update) all of your billing and shipping information, so that you can breeze through the online checkout process with a simple click or two, rather than having to manually enter all of your information for every purchase that you make. 

To create your Basecamp Customer Account, please click HERE!

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, one of our Customer Service staff will call or e-mail you to verify the information that was provided during the checkout process. 

How do I know that my order has been shipped?

When your order has been shipped, we will send you an automated email confirmation with your tracking number and a link to where you can follow its transit. You can also access the TRACK MY ORDER page by clicking the tab at the top of our website. Once you enter your order number and email address into the required fields on this page, the results below will display the status of your order. 

How do I change or cancel an order?

To cancel an online order that you recently placed, please contact our Customer Service Department as soon as possible. We will make every effort to accommodate your request; however, keep in mind that our system is designed to fulfill orders as quickly as possible, as most orders are processed and shipped within hours of them being received, we cannot cancel or change an order once it has entered the shipping process. 

In the event that your order has not been moved to our shipping department, and we are able to cancel your order before it is shipped, please allow 48 hrs before we can process a refund to your credit card.

What are my payment options?

Basecamp accepts Visa, Mastercard, American Express, Discover Card, and PayPal* (Must have a registered PayPal account).

Are purchases on this website really tax free?

We are only required to collect sales tax in the state of California.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your online order is secure. SSL encrypts the transmissions from our eCommerce servers, as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.



What's the difference between "Order Date" and "Ship Date"?

On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 5pm PST, your package will not ship until after the weekend (Basecamp offices are closed Saturday and Sunday). When you place an order, you will see an "Estimated delivery time" associated with the service type that is being offered to you in the online checkout. If you request an Express service shipment (2 business day shipping), you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take order cut-off times (3pm), weekends, and holidays into account when considering the shipping date, and what service you select during the online checkout process.

Do you ship to PO boxes or APO/FPO addresses?

We sure do! Shipping to a PO Box or military address is no different than shipping to any other address. The process is still the same when navigating through our online checkout process!

HOWEVER, there are a few things that you should know about military addresses;

(1) United States Military addresses are still considered as "United States" shipments. Please be sure to select "United States" as your country when selecting from the dropdown feature (COUNTRY) in the online checkout. This dropdown feature will be found on the shipping address form.


(2) Depending on whether or not your military address is designated AAAE, or AP, you must select the appropriate title in the dropdown feature (STATE) of the shipping address form. Please see the examples below for reference;

  • AA = Armed Forces Americas
  • AE = Armed Forces Europe
  • AP = Armed Forces Pacific

If I send my package as a gift, will the recipient receive the invoice?

No. We do not include itemized pricing on the packing slip that accompanies your order during shipment. Your invoice will be displayed to you during the online checkout process, as well as emailed to you once your order has been submitted. In the event that you cannot locate the email with your receipt, you can also find invoices to previous orders in your online order history, located in your online Customer Account

*PLEASE NOTE* If you are sending a gift to a service member on deployment or to a recipient out of the country, there may be a required invoice that accompanies these shipments for customs protocol. In this instance we will not be able to remove the invoice from the package.



What is your exchange/return policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for exchange or refund. Basecamp will issue a refund within 30 days of purchase in the form and amount tendered for the original transaction.

All exchanges or returns must be unwashed, unworn, unused, and in their original condition with receipt and tags attached. 

Merchandise received after 30 days will only be accepted at our discretion for an online store credit only.

Basecamp will only refund shipping charges if we discover that Basecamp was responsible for sending the wrong item or the item sent was defective.

If you are making an exchange because you would like a different size, style or color, your will be charged a $5 flat rate for the return shipment on the credit card that was used during the time of purchase. If you would like to use a separate card for payment, please make this known when contacting our Customer Service Department.

The exchange/return value is determined by the last retail price of the item.

*PLEASE NOTE* We do not accept returns on products that were not purchased via this website.

Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.

Exchanges & Returns will only be accepted after completing the EXCHANGES & RETURNS online form. 

Holiday exchange/return Policy

Orders placed between November 23, 2013 and December 24, 2013 may take advantage of our extended holiday return policy. During these dates, Basecamp will issue a refund within 50 days of purchase in the form and amount tendered for the original transaction.

Where do I ship my exchange/return?

Exchanges and returns must be mailed to the address on your packing slip. You MUST use our EXCHANGES & RETURNS online form to properly process your exchange or return, before sending back your merchandise. Should you have any questions concerning the exchange/return shipment, please do not hesitate to CONTACT US. Our return address is as follows;

     Basecamp Returns
     2530 Pioneer Ave.
     Vista, CA 92081

How should I ship my exchange/return?

To be properly processed, first you MUST complete the EXCHANGES & RETURNS online form. Once you receive confirmation from Basecamp Customer Service, you can proceed with the shipment of your exchange or return. Please follow these 4 easy steps;

(1) Complete the EXCHANGES & RETURNS online form (and then wait for confirmation).

(2) Login to your Online Customer Account, and print out a copy of your original order (MUST include with shipment).

(3) Securely package up your unused/unwashed garments (including all tags), and a copy of your original order with any additional notes.

(4) Ship your package to the Basecamp Returns address, using the most reliable shipment method of your choice.*

*We suggest shipping your exchange/return with a carrier who will provide you with a tracking number for your shipment to ensure that your package does not get lost in transit. Packages MUST be returned prepaid. We do not accept COD. If your package arrives to Basecamp as COD we will request that it is returned to sender. 

When will my credit card be refunded?

Once your package has been received by Basecamp, your exchange difference or refund will be processed within 7 business days, minus the $5 flat rate return shipping fee (Please refer to our Exchanges & Return Policy above). If there is a refund due, a credit will be issued in the original form of payment (NO EXCEPTIONS).

The credit adjustment may not reflect until the next monthly billing cycle for your credit card. You will be notified via email to the address listed on your order once this transaction has been initiated.

*PLEASE NOTE* Once your banking institution has received the transaction information from our offices, they may require additional days to process and post the update to your account. When processing your exchange/return we automatically credit you in the original form of payment (refund) or reauthorize a new payment for your exchange. All credit adjustments are processed instantly once the transaction is made by Basecamp. You must contact your financial institution to ensure that they have accepted, and cleared the transaction on their end.

If you have used a banking or debit card your financial institutions policies may result in a non-sufficient funds charge if you are executing an exchange/return.




Can you notify me when new products or special promotions are announced?

Yes! Simply register with us by creating a Customer Account, and you will be eligible to receive email updates on NEW products, sales, events and other special announcements!

To create your Customer Account and start receiving these announcements, CLICK HERE!

What is the Address Book and how do I use it?

Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don't have to search for his/her address...we'll hold on to it for you!

Can you notify me when my size is back in stock?

We sure can! Every product on our website has a "notify me" feature. In the event that a particular size or product is temporarily out of stock, a NOTIFY ME WHEN AVAILABLE link will appear on that product's details page. The link will be displayed in two situations;

(1) If a particular size is unavailable for the item that you are interested in, a small NOTIFY ME WHEN AVAILABLE link will appear to the right of the size selection area of the page, and directly above the SIZE CHART link. If you do not see this "notify me" link on the page it means that all sizes for that item are readily available for you to order.

(2) If any one of our products are temporarily out of stock in every size, a red button will appear at the top of the product's details page with the following text; "TEMPORARILY OUT OF STOCK/ NOTIFY ME WHEN AVAILABLE". If you see this button, it means that the item you are attempting to order is currently unavailable. You will also notice the the ADD TO CART button will disappear as well.

Click any one of these links/buttons to receive a ONE TIME ONLY email notification that will be generated once your size has been restocked. When you click the link, a window will appear and ask for your email address, along with the size that you are interested in. Once we replenish our inventory, an automated email will be sent to the address that was entered on the day you requested the notification. 

I used the "notify me" feature, but waited too long to order. Now what?

If you received the ONE TIME ONLY email notification that your size had been restocked, but waited too long to order and now your size is out of stock again, simply repeat the "notify me" process (and be quick next time)! The automated email notification is a ONE TIME ONLY feature, and will only send you a notification once the stock has been adjusted. If we replenish the stock, and you wait too long to order, you will need to request another notification by clicking the link again.

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only.

For more details on our privacy policy, CLICK HERE.

Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

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