You will receive your welcome box during your first assignment with Trusted. You should receive an email from us about halfway through your assignment where you can fill out your sizes and information.

This article will cover:


Tracking/Customer service:

I filled out my form, when am I going to get my box?

  • Due to COVID manufacturing and shipping delays, once you fill out the order form, it takes about 30 days to receive your box.

How do I know when my box will ship?

  • You will receive a shipping confirmation email from Kotis when your order has shipped. Please be patient, as both manufacturing and shipping are delayed due to COVID-19.

How do I find my tracking number?

  • Please look for your shipping confirmation and tracking number in an email directly from Kotis (our third party order fulfillment company). Be sure to keep an eye on your spam inbox as well!

What if I never received my box?

  • Please note that it may take a month before your Welcome Box arrives due to delayed shipping and inventory management. If it has been more than four weeks since you gave us your information and you still have not received a shipping notification from Kotis (be sure to check your e-mail spam folder), please feel free to contact the Care Team via Inbox for more information.

I’ve gotten other gifts from Trusted but still haven’t received my welcome box - why?

  • Custom pieces from retailers like North Face take much longer to produce, embroider and ship due to limited availability from North Face itself.

Do we get a welcome box for each assignment? Or just my first?

  • Just your first (for now)!


Sizing/Returns/Exchanges:

What if I need a new size?

  • To exchange your jacket for a new size, please contact Kotis customer service.

    Please keep in mind that exchanges can only be made if the size you received was different than the size you listed on your order form. Exchanges can not be made if an item fits differently than you expected.

Can I purchase a new item?

  • Not yet, but stay tuned as we have exciting things in the works!

What brand is the jacket? How do the sizes run?

  • The jackets are from North Face. Sizes run true to size although North Face does not carry XS in Womens' or XXXL in either Unisex or Women's so please adjust your size accordingly.

Is it a unisex jacket or male/female?

  • There is a Unisex and a Women's cut option.


Address/Shipping:

What address do I use?

  • Please use your permanent address! Due to potential shipping or inventory delays, please avoid using a temporary address.

What if my address changes?

  • If you have already completed the form but have not received your confirmation email from Kotis, please simply complete it again with your new permanent address.

  • If you have already received your Kotis confirmation email, please contact Kotis directly to update your address.

What if my Welcome Box was delivered to the wrong address?

  • Please contact Kotis customer service for a re-delivery.


Customer Support:

How can I get in touch with Kotis (Trusted's third party order fulfillment company)?

  • You can reach the customer service team for Kotis at customerservice@kotisdesign.com or 206.466.1800.

  • If you cannot reach Kotis after using the methods above, please contact your Care Team via Inbox!

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