Shop Policy



If you need a question answered, want to hear a wholesome joke or make an elevator pitch, drop us a line at


Mum's the word. All the information you provide while placing your order is for internal use only, and we don’t give it to anyone else.


Orders shipped via UPS or FedEx Ground should arrive in about 10 business days. All orders require a street address — we can’t ship to P.O. boxes, sorry. Two day and overnight shipping orders received after 2pm PST will be shipped the next business day.


UPS, FedEx and USPS will bill local destination charges to the customer for internationally shipped orders. These may include duties, taxes and brokerage fees.

Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.

Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD$ 10, plus any applicable duties and taxes. Shipments valued at CAD$ 200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees.

Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment of delivery.


All items purchased on the Ace Hotel Shop are made pursuant to a shipping contract. This means that the risk of loss for everything you buy passes to you upon our delivery of the items to the shipping carrier. You are responsible for filing claims with carriers for damaged and/or lost shipments. Ace Hotel claims no responsibility for items lost by shipping carriers. We love those guys, but we're not their moms.


In order to exchange or return anything you buy from our shop, the return package must be postmarked within 30 days of the purchase date and shipped at your own expense. All return or exchanged items must be in their original condition and with the receipt and a legible note describing the return or exchange enclosed. If you don't have the receipt or packing list that came with your order, you can provide credit card transaction information to help us find the sale in question. We will use that information for any refunds or exchanges at our discretion. All return or exchange items will be reviewed for condition and are subject to a 10% restocking fee, if found necessary, to be subtracted from any return or exchange value.

You will be refunded the return shipping costs only if the the returned or exchanged item has a manufacturing defect or we sent you the wrong thing. For all other returns, we'll credit or refund the value of return merchandise to the original form of payment within 30 business days of our receipt of the returned items, minus shipping costs. In the case of exchanges (unless the exchanged item had manufacturing defect or we sent you the wrong thing), when the exchange item is ready to ship we will contact the customer by telephone to obtain payment for shipping.

Adjustments to credit cards should appear within two billing cycles. Allow at least 14 business days to receive exchange or replacement items. If you cancel your order after items has been shipped, we can’t refund shipping and handling costs.

Merchandise purchased at Ace Hotel properties can't be returned to the online shop physical address but must be taken or shipped back to the property from which it was purchased, and these same policies apply to those transactions.


Enclose the receipt or packing list that came with your order, along with a legible note (we're talking to you, Chicken Scratch) describing the return or exchange. 

The note should include these things:

  • Your Name
  • Your Address
  • Your Daytime Phone Number
  • Your Email Address
  • A list of the items you’re returning and, if it's an exchange or replacement request, a list of items you want sent back to you.

Mail to:

19 NW 5th Ave, Suite 302
Portland, OR 97209


Thanks, pal.