Business hours: 9:00 to 5:00 Monday-Friday (PST)
Phone: (714) 568-1126
My AccountCustomers are required to create an account during the check out process when purchasing. By creating a personal username and password you will have the following benefits:
- Store and edit shipping and billing addresses
- Enjoy a faster, easier checkout
- Save items in your shopping cart for later visits
- More personalized shopping experience
To create a new account, an order must be completed. Returning customers can log in at the Log In tab at the top of the page.
If you visit our site and log in from a public computer, you should always log out when you are finished so that other computer users cannot access your information. To do so, click Log out at the top of any page.
To view your order history, just log in! To log in, click on the Log In tab at the top of any page. You’ll need your username and password to complete the login process.
Editing Your Profile
Editing your profile means changing the personal information in your account. You can change your address, phone number, password, etc. To do this you would need to Log In with your username and password. Once you have logged you will be able to change your password, shipping address and billing address.
Returns & Exchanges
IF YOU RECEIVED AN ITEM THAT DOES NOT FIT PROPERLY OR YOU HAVE DECIDED YOU NO LONGER WANT THE ITEM, WE REQUEST THAT YOU SEND THE ITEM BACK TO OUR FACILITY WITHIN 30 DAYS OF RECEIPT. THE ITEMS MUST BE UNWORN AND UNWASHED. UPON RECEIVING AND INSPECTING YOUR RETURN, WE WILL ISSUE A STORE CREDIT TO YOUR ACCOUNT. YOU MAY USE THE STORE CREDIT TO GO INTO THE STORE AND PURCHASE THE SIZE, COLOR, ITEM, ETC. THAT YOU PREFER.
PLEASE ADDRESS THE RETURN TO:
3015 S KILSON DR
SANTA ANA, CA 92707
*SHIPPING COST & SHIPPING SALES TAX INCURRED FOR RETURNS ARE NON REFUNDABLE AND WITHIN THE CUSTOMER’S RESPONSIBILITY.
STORE CREDITS WILL BE CREDITED TO YOUR ACCOUNT WITHIN APPROXIMATELY 5 BUSINESS DAYS FROM THE DATE THE RETURN IS RECEIVED BACK TO US. YOU MAY USE YOUR STORE CREDIT AT ANY TIME. STORE CREDIT CAN BE APPLIED TOWARDS A PURCHASE OVER THE LIMIT OF YOUR ACCOUNT CREDIT BALANCE, ADDITIONAL TO YOUR CARD INFO. TO FIND YOUR STORE CREDIT, YOU WILL RECEIVE AN EMAIL INFORMING YOU OF THE STORE CREDIT BALANCE ISSUED TO YOUR ACCOUNT, AFTER CHECKING OUT IN THE STORE, YOU WILL BE DIRECTED TO A PAYMENT PAGE WHERE YOU WILL SEE THE OPTION TO USE “INTERNAL CREDIT” IN YOUR CHECKOUT BAG.
Exchanges can be made by shipping the product back to the Katchafire. Please attach a letter with your account info, Order #, and contact info. Once we receive product you will receive an email with store credit. You will be able to log in and place another order with correct size. Also please check the site or call us for product availability before sending back your exchange.
Defective and/or damaged merchandise due to shipping must be reported within 30 days of purchase or will no longer be accepted. Please notify by email and send a photo of the damaged goods with a description of what is wrong. We will gladly replace goods.
For items that are sold on pre-order status, your account will be charged at the time that your order is placed. If the order cannot be fulfilled within a few weeks of the advertised date, your account will be credited in full. If you choose to cancel your order before it ships, your account will be credited in full. Please contact customer service if the credit has not been received within 15 days of canceling. If you choose to cancel your order after it has been shipped, please follow the return policy and guidelines.
Return Policy for Items Purchased at a Concert/Event
At this time we are unable to offer returns or exchanges for concert/event merchandise purchased at an event. Concert/event merchandise purchases are final; however, we care about your satisfaction. You may contact customer service via email with details regarding your purchase for possible alternatives if your product is defective.
DOMESTIC (within the US) orders usually take 3-4 business days from shipment date to be delivered. Just because you receive an email saying your item was shipped does not necessarily mean it will be shipped that day; it just means the order was processed for shipment. Your order will be processed and sent to our fulfillment area to be fulfilled as fast as possible. Orders usually take 1-3 business days to be processed and shipped. We currently use two type of shipping processes.
First class 2-5 business days transit
Priority Mail: 1-3 transit
Ground: 4-7 business days
FedEx express saver: 3 Business days
2 Day: 2 business days
Overnight: 1 business day
*Keep in mind that all orders have a 1-3 day processing packing period before shipping transits apply.
Q: When will I get my order?
A: All orders are processed by our office within 3 business days, and are shipped within a week of processing. Delivery varies based on your distance from our warehouse (3015 Kilson Dr Santa Ana, CA 92707), but is usually 5-7 business days. International orders can take over 7 days - 3 weeks to be delivered, so thank you for your patience.
Q: What forms of payment do you accept?
A: We gladly accept Visa, MasterCard & American Express.
Q: Can I exchange or return an item I ordered?
A: Yes. Unworn items and accessories can be returned or exchanged, however Please attach a note in the package stating reason for return/exchange. (Please call or check online for product availability). Exchanges and Returns will receive a STORE CREDIT. See above for limitations.
Q: What is your contact phone number and address?
A: Address: 3015 Kilson Dr Santa Ana, CA 92707
A: (714) 568-1126
Q: What if I accidentally list an incorrect address as my shipping address?
A: Please email or call customer service immediately with “WRONG SHIPPING ADDRESS” as the subject. In the body of your email, please include your name and your “Order Number”
Q: I want to order something, but it’s out of stock! When will you get more products in?
A: Check back for updated stock (we are constantly updating the store) Items in this store tend to sell our quickly.
Q: My card was declined but I still was charged
A: The charge is a pending transaction and will fall off within 2-3 business days. Your Credit card company or bank will hold these funds for your own safety.
Please contact our Customer Service Department
3015 Kilson Dr Santa Ana, CA 92707
Business hours: 9:00 to 5:00 Monday-Friday (PST)