Frequently Asked Questions

Made To Order

Some of the items in our catalog are Made to Order. This means that instead of your item shipping right away, we have to make it first. This means that your order may take up to 4 weeks before it is finished and ready to ship.

Geist Projekt items take between 1-3 months to make and ship.

As you browse our catalog, you may occasionally see a little black tag in the upper right hand corner of the item image that says "Made to Order." If you add one of these items to your cart, a popup will appear, confirming that you understand what this means.

If you need your Made to Order item by a specific date, or just a lot faster, please contact us before placing your order and let us know what you need. Usually (but not always) we can accommodate you with a +30% rush fee. This fee enables us to pay overtime for our staff.


If USPS has tried to deliver your package and found you unavailable to sign for it, they should leave a slip notifying you of this. They will likely attempt re-delivery one or more times before holding the package at the post office. In this case, simply take the notification slip and your current ID to your nearest post office to claim your package. NOTE: You do not need the slip, just your address and a current ID.

If you have received a tracking number from us, and your package is beyond the estimated shipping time from the carrier you chose, (USPS, DHL, UPS) unfortunately there is nothing we can do but wait. Check your tracking information, and/or contact the courier directly. Sometimes USPS, DHL and UPS have shipping delays beyond our control.

If it has been quite some time (at least 2 weeks) and your item still appears to be "in transit," please contact us directly.

If your package has been marked as "delivered" but has yet to make an appearance, don't worry just yet. Shippers like UPS and USPS have recently been marking their packages as delivered when they really aren't. Typically they will show up in a day or two. If it's been a couple days and your package still hasn't shown up, please contact us directly.

Typically USPS packages will show up in a day or two, even after having been declared "delivered." If it's been more than a couple days and your package still hasn't shown up, or your shipper isn't USPS please contact us directly.

If we sent you the wrong item(s), or forgot an item in your order, please send us pictures of the incorrect item(s) and let us know what in your order is missing or wrong and we will follow up.

In short, no. While 99% of all our shipments arrive intact and on time, there is simply no way for us to account for all the variables in the highly complex world of shipping and package fulfillment, and this goes double for international shipping.

If you need an item by a certain date, be sure to communicate this to us immediately. We will work with you in good faith to make your deadline, but once your package leaves our studio, we cannot and will not accept liability for late or otherwise compromised shipments. In the event of a late or waylaid package, please refer to your tracking number and contact your shipper directly.

Returns / Exchanges

Please read and follow our Return/Exchange process here.

Once we have received your shipped items, please allow up to 3 days for store credit to be processed, and if the replacement size is currently available, up to 1 week for exchange. To speed this process up, you can send us your tracking number to show that it has arrived, and we will confirm where your item is in queue for credit or exchange processing.

Common Clothing Questions

Clothing described as FIRE SAFE on our site is not designed for direct, long term exposure to flame but is rather a simple designation of cotton percentages in that fabric blend. It is imperative to wear garments appropriate for the specific hazards you are encountering, whether it is flame art, flame effects or similar. Each person's situation will be different, and no representation should be made that these garments will protect the wearer from serious injury.

No. Outside of very rare partnerships with other brands or celebrities, we do not offer custom gear, in either design or color. Sorry!

You're welcome to return your pants for a different length. However, know that our return/exchange lead time varies and can depend on current stock on hand.

Instead, consider contacting your local tailor (or dry cleaning service) to see how much a pant hem may run. Alteration services are often overlooked, but more often than not, hiring a tailor to perfectly fit pants, jackets or other items typically costs about $10 and will result in an item that is custom tailored to fit you perfectly. So go meet your local tailor, we promise you'll be happy you did!

Absolutely! To get the longest life possible out of your Crisiswear gear, make sure to turn items inside out, wash them on cold and hang them to dry. This will help to ensure that dark colors stay fast, and that any specialized coatings, like our abrasion-resistant poly, and specialized DWR (durable water resistance) stick around a long time. We also recommend trying not to wash your pants more than once a month if possible.

We have many! Just look for the little tape meaure icon near the top of the item listing. In the popup you will find a chart, an instructional video and a link for asking questions about that specific item.


Sometimes messages from our system can end up in your spam folder, or, if you use Gmail, under the "Promotions" tab. Please check both of these places for missing emails, and if you find them, mark them as safe.

Currently our wholesale channel is closed. However, as we increase our production capability we expect to be able to sell wholesale in the next few years. Stay in touch!

If you received a non-expiring discount code from LOOX or Rise in the past and for some reason it isn't working correctly, please contact us directly. Some of the old codes may have been lost during our transition into our new site.

We're always on the hunt for talented stitchers and other related professionals. If you have experience with industrial sewing machinery and/or apparel development and live in the Chicagoland or McHenry county areas, we'd love to hear from you. We are not currently hiring for storefront or administrative positions.

If you still need help after reading our Frequently Asked Questions please open a ticket here. We will do our best to get back to you immediately, but our response time may vary depending on weekends and holidays.

PLEASE NOTE: We cannot assist you with packages that have already been shipped, or are already in route to you. When your item is shipped, we will send you an automated email. Please refer to this email for tracking information, and reach out to your shipper directly in the case of delays or waylaid packages. If you did not receive this email, please double check your spam folder.