FREQUENTLY ASKED QUESTIONS
What are a cool brand's Covid policies?
All categories except all-over print (AOP) are back to normal across all locations!
On average, all new DTG and embroidery orders are fulfilled in under 7 business days, and other categories—under 5 business days. We're continuously expanding our operations to prepare for the end-of-the-year order volume.
What types of payment are accepted?
All of our transactional needs are powered by Paypal to ensure a secure and easy check-out process. You can choose to either login to your Paypal account, use Paypal credit, or manually enter your credit card information if you do not wish to use a Paypal account (this method is still protected by Paypal). Paypal accepts Visa, Mastercard, Amex and Discover.
How do I care for my new product or garment?
All of our t-shirts are printed by a fulfillment service, however each tee-shirt brand has its own care instructions. For the safest results, follow the care protocols below:
Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners.
Tumble dry low, or hang-dry for longest life.
Cool iron inside-out if necessary. Do not iron decoration.
Do not dry clean.
How are your stickers made? How do I care for them?
Our stickers are...
Don't forget to clean the surface before applying the sticker!
What is the printing process for your products?
Our standard process is the Direct to Garment (DTG) method of printing. That means we can create photo quality prints, the amount of colors used doesn't affect pricing, and there aren't any order minimums. We use Kornit and Brother printers for all DTG printed garments
What happens if I never recieved my package?
If your packages do get lost in transit and the shipping address was 100% correct, we've got your back! We'll ship out a new order with tracking, at our expense.
What do I do if there is a problem with my order?
You can report problems with an order to email@example.com if there is something wrong with your shipment. Be aware that we require a photo to be submitted with your problem report to begin a reshipment but that we want to make sure you're taken care of.
What if my product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to firstname.lastname@example.org, and we'll gladly send a replacement at no cost to you.
What if my order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
Keep in mind that if tracking information states an order was delivered but you don’t think you have received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
Where can I go if I have more questions?
If you can’t find the answer to your question in the FAQ’s above, contact us at email@example.com or go to our "Contact" page
Can I track my order?
Yes, all shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.
Do you ship internationally?
At this time we do not ship internationally.
How does tax work?
You'll be taxed at check-out based on where you're buying/shipping your products. A Cool Brand is based in New York so if you're located here then we'll have to collect tax which you'll see at checkout.
What is your exchange & returns policy?
We want you to find something you love. If you are not 100% pleased with your product, a cool brand offers free exchanges! At this time we accept exchanges on all of our products if they are new & unused.
Each of our orders is made specifically when you order it, so we are not able to accept returns on items at this time unless something is defective upon arrival.
The buyer is responsible for the cost of shipping back the item, with the exception of damaged products.
Contact firstname.lastname@example.org with any questions!
What type of shipping do you offer?
We offer FREE SHIPPING! The best kind of course...
All of our orders come with free shipping in the United States with the exception of Hawaii & Alaska... they're cool enough without our products...for now.