Frequently Asked Questions (FAQs)

1. G1eneral information
2. Order placing
3. Payment questions
4. Shipping and handling
5. Return policy
6. International orders

General information

How can I contact you if I have questions?
You can contact us via e-mail here

Do you have a size chart for t-shirt/lycra top?
Yes we do. To view the size chart, click here.

Do you have physical store location?
No. We are a Mail Order only/Internet company. We do not have a physical store location.

Do you make and print items?
No we don't. Our items are produced by licensed vendors. Actually we buy our merchandise on closeout sales. So, if you are a licensed store/vendor and have some closeout t-shirts in punk or rock style, just let us know and we'll discuss a deal.

What does "vintage look" mean?
Vintage look clothing is a new but will show signs of "wear" indicative of age. All items are unique. Some of them have "faded" color effect, some of them have "one color tye-dye" effect. GOOD CONDITION, WASHED AND WORN, PRE-SHRUNK. THERE ARE SOME STAINS OR SPOTS TO ACCOMPLISH ITS VINTAGE LOOK. The size on the tag and actual measurements can be vastly different as far as this item pre-washed.

What is "vintaged black" color?
Vintaged t-shirts are new but will show signs of "wear" indicative of age. They are washed several times using especially formulated solution to make them look old and worn. The size on the tag and actual measurements can be vastly different as far as this item pre-washed.

What is "bleached t-shirt"?
If you're looking for really unique sick-looking t-shirt, this one is for you. Spray-bleach accented design with cool bleach dripping will make your friends say "wow". The size on the tag and actual measurements can be vastly different as far as this item pre-washed.

Order placing

What is SSL?

SSL Certificates Secure Sockets Layer (SSL) is a secure way to transmit personal information from your computer to our Web server. SSL uses encryption, which helps make information sent through the Internet more secure.
128-bit SSL encryption is often used for Internet services, like on-line banking or shopping, for which security of information is important. When you access the order processing page, our server will check your browser's encryption capability.

Our SSL certificate includes supports both industry-standard 128-bit and high-grade 256-bit encryption.
The actual encryption strength on a secure connection using a digital certificate is determined by the level of encryption supported by the user's browser and the server that the Web site resides on.
For example, the combination of a Firefox browser and an Apache Web server normally enables up to 256-bit AES encryption with our SSL certificates. This means that depending on the Web browser and Web server that combine to establish the secure connection through one of our SSL certificates, the encryption strength of the secure connection may be 40, 56, 128, or 256 bit.

Why am I getting a "The page cannot be displayed" message?
Check your SSL browser settings. They must be configured to accept SSL 3.0 with 128-bit encryption. Also check out our browser compatibility information.

What web browser programs are compatible with your SSL certificate?
Godaddy SSL certificates are compatible with Microsoft Internet Explorer® 5.01 and higher and Netscape/AOL web browsers version 4.51 and higher, comprising an estimated 98% or more of all web browsers in use today. All other commonly used browsers may connect securely with web servers using Thawte SSL certificates. However, some older browsers may display a dialogue box indicating that the certificate is not trusted. This means that the certificated is not located in the browser certificate store and, in most cases, the user will be prompted to install it with a few clicks of their mouse.

How do I upgrade my browser?
We have tested three Web browsers that are proven to work with our web site. You can link directly to these sites to download or upgrade your version of browser software.

1. 128-bit Netscape Navigator (version 4.51 or higher)
2. 128-bit Microsoft Internet Explorer (version 5.01 or higher)
3. 128-bit Mozilla Firefox

If you use another type of browser software you should check with your software supplier to make sure that your browser has 128-bit secure sockets layer encryption capability. This website is not responsible for any difficulties or problems in downloading and installing software. Software suppliers are responsible for providing technical support.

Payment questions

How and when do I Pay?
Currently we accept Visa, MasterCard, Discover, American Express, PayPal, checks, money orders, and cash for payment. No matter how you decided to pay, you will have to place your order online. If you pay by credit card or PayPal your order will begin processing immediately. If you pay by cash, check or Money Order, you will have to send in your payment, with your order number, BEFORE your order will begin processing. If you do not include your order number with your payment, it could significantly slow down your order.

How can I pay with cash, check or Money Order?
If you don't want to use a credit card to pay for your order, we will gladly accept good old cash, check or a Money Order. During the checkout process you should choose Mail-in > ... for the payment option. You will then be given an order number and the mailing address. We'll accept check ONLY if your order total is less than $500. If your order total is more than $500 you have to send a money order. Remember that all payments must be in US Dollars! If you decide to send in cash, it will be at your own discretion and responsiblity.

I don't feel it is safe to process my credit card through Internet. Can I order anything by fax?
Yes, you can. Place an order using "Order by fax" payment option, print the invoice, write on it "I authorize kewlshirts.com to charge $***.** against my credit card #**** **** **** ****, exp. date **/**", print your name and date below and sign it. Also we need photocopy of your driver license. Fax us all those papers (fax # 1-839-9839) and we'll contact you regarding your order within 48 hours. Please call the same # to let us turn on the fax for you!

What if my check bounces?
If your check bounces we will come to your house and beat you up (just kidding). However, you will be charged a fee of $20.00 plus whatever your original check amount was. This isn't because we want to punish you or anything, but our bank is charging us that fee, so you have to pay it; not to mention, it's the law.

If I pay with a credit card does the credit card billing address have to match my shipping address?
YES, they must match exactly and we will verify your address with your bank before shipping your order (The only exception is a college student, but your college name must appear in your shipping address). If the credit card billing address does not match with your shipping address, your order will be halted within 24 hours.

Credit Card Fraud Statement
We take credit card fraud very seriously. Before your credit card is charged, we verify that your credit card billing address matches your shipping address. Then, we verify that same address with the card issuing bank to make sure you are the correct owner of the credit card. If any of this information does not match, or your card was reported lost or stolen, we will report you to the credit card fraud agency and you will be prosecuted to the fullest extent of the law. We also send all contact information that you provided to us during the ordering process, plus your current IP address 38.103.63.57, the ISP you are using, and the current time so it will make finding you simple. This is all done to protect you, the card holder, and us from losing any money.

What if my credit card gets declined?
There are four possible reasons:

1. you exceeded your credit limit
   Advice: try another card
2. billing address doesn't match cardholder's bank records
   Advice: check out your last statement and try again
3. you entered the wrong CVV2 code
   Advice: locate the code on your card and try again (see the article below)
4. address verification is not supported by card issuing bank
   Advice: we cannot charge your credit card directly. But you still can pay with your credit card through StormPay.com or iKobo.com (use another payment option)

SUGGESTION: use "Credit card (manual verification)" or "Order over the fax" payment option

I am sure I entered the right billing address and CVV2 code. Why my transaction was declined and I got the "address mismatch" message?
Your bank does not provide the billing address verification service. At this time we prefer do not accept such credit cards AUTOMATICALLY to minimize the risk of fraudulent transaction. We suggest to use "Order over the fax" or "Credit card (manual verification)" payment option.

I was told my transaction was declined. Why I see several transactions on my credit card? Have you ripped me off?
No we don't :)
When you entered the billing information and your credit card number, we passed that information to your bank. If there is such credit card, bank froze some money to make sure they will be available in case the transaction will be completed. For some reason your transaction was declined and we informed your bank about that through our payment gateway. But bank will not release the money immediately for their own reasons. Usually they keep money for 10 days, but sometimes it can be up to 30 days. If you still do not believe us, just call your bank and ask them if the money LEFT your account.

So, if I try 5 times and 5 times I was told my transaction is declined, there is a whole bunch of frozen money on my credit card?
Yep.
It is a way banks work nowadays. Just wait several days and your money will be released.

I like your shirts but I don't want to put my credit card information on the Internet. How can I place an order?
In your case the preferred option is an international money order. Also we can accept your credit card over phone (fax) if we have your signed authorization. Place an order using "Mail-in > Money order" payment option, print the invoice, write on it "I authorize kewlshirts.com. to charge $***.** against my credit card #**** **** **** ****, exp. date **/**", print your name and date below and sign it. Also we need photocopies of your credit card (both sides) and driver license (to verify your billing address). Fax us all those papers (fax # 1-877-239-7812) and we'll contact you regarding your order within 48 hours.

What is the Card Verification Code?
Also known as CVV2 or CVC2, it is a three-digit number imprinted on the signature panel of Visa, Mastercard, and Discover cards to help card-not-present merchants verify that the customer has a legitimate card in hand at the time of the order. The merchant asks the customer for the CVV2 code and then sends it to the card Issuer as part of the authorization request. The card Issuer checks the CVV2 code to determine its validity, then sends a CVV2 result back to the merchant along with the authorization. CVV2 is required on all Visa, Mastercard, and Discover cards.

Where is the code on my card?
Visa and MasterCard credit/debit cards have the three-digit value printed on the signature panel on the back of the card immediately following the card account number. The back panel of most Visa/MasterCard cards contain the full 16-digit account number, followed by the CVV/CVC code. Some banks, though, only show the last four digits of the account number followed by the code.
American Express cards have a four-digit non-embossed code located on the front of the card.

What does the code do?
The CVV2 value protects the customer and helps validate the following:

• The customer has the card in his or her possession.
• The card account is legitimate.
• Prevents the use of your Credit Card Number without the matching CVV2 Code.

Contact your bank or card issuer for more details.

Shipping and handling

How much is shipping for domestic or international orders?
The cost of shipping is calculated based on what you buy. After you add something to your shopping cart, the shipping will be displayed automatically.

What shipping options does KewlShirtrs.com offer?
Below are all shipping options that we currently offer. The days listed below are business days (Saturday and Sunday do not count as a day). Keep in mind that the delivery time you choose is how long it will take for you to receive your order AFTER your order is ready to ship. In most cases everything is in stock and orders ship out within 3-10 business days of you placing it. If an item is out of stock, your order could be delayed a few days or more.

Domestic US Shipping chart

Order Total	Shipping
Total	4 rows
$ 0.00 - $ 20.00	$ 4.50
$ 20.01 - $ 40.00	$ 8.50
$ 40.01 - $ 49.99	$ 11.50
$ 50.00 or greater	FREE!!!

International Shipping chart

Order Total	Shipping
Total	4 rows
$ 0.00 - $ 20.00	$ 12.00
$ 20.01 - $ 40.00	$ 13.50
$ 40.01 - $ 49.99	$ 15.50
$ 50.00 - $ 100.00	$22.00

Special note for international customers

• Add $ 2.00 handling International/Overseas ONLY
  
• For larger orders or beyond this email or call

Please, note that the delivery time is not guaranteed. USPS info says it is an average delivery time.

As far as USPS doesn't support delivery confirmation service for AirMail packages its buyer's responsibility to keep track package delivery. KewlShirts.com is not responsible for any missing packages.

What can slow down my order processing time?
If you'd like the package delivered to PO Box it WILL increase the order processing time (for up to 10 days) for shoes/boots and all items from Jed Star collection.

Return policy

What is your return policy?

• All returns must be made within 30 days from the ship date.
• If an item is damaged or defective when you receive it, you may return it for the same item.
• If you are not happy with a clothing item because it doesn't fit, you may return it as long as it has not been washed or worn and is in resellable condition. We'll send similar item in size you want (additional S&H and processing fee will apply).
• Custom made items (vintage/vintage look/bleached) cannot be returned.
• Restocking fee will be applied for returned items.

What if you ship me the wrong or defective item?
If we made a mistake and ship you a wrong item, it will cost you nothing to get the correct item. Just send the package back within 7 days and we will then promptly ship you the correct item.

How do I return something I didn't like?
As long as you meet our return policy above, you may ship back items you didn't like. Please, don't forget to put a copy of your invoice in the package. You will have to pay for the return postage to us. Once we receive your return, you will refund the price of the returned merchandise (no shipping refunds, sorry). 15% restocking fee will apply.

Where should I send returns/exchanges?
Send the package to

KewlShirts.com returns
P.O. Box xxxx
Brooklyn, NY 11230

Refunds
We will notify you via e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. Please note that we can refund shipping costs only if the return is a result of our error.

International orders

Can I order if I'm not from the United States?
Yes, of course you can. Just make sure you choose the correct shipping when viewing your shopping cart. You can pay by Visa, MasterCard, Discover, PayPal, U.S Cash, an International Money Order in U.S funds or an International Cashier's Check in U.S. funds. If you pay with an International Money Order or International Cashier's Check in U.S funds there must be a bank from the United States written on it somewhere AND there must be a bank routing number and account number printed on the bottom edge of the Money Order.

International order placement guidelines (Please read carefully!!!) :

1. Each International order will be verified at secure bank Institutions.
2. International orders processing will takes some extra time through secure verification.
3. The International Orders placed outside the US will be process only if shipping address will be match the address specify on credit card so billing address.
4. We accept only International Orders issued in US dollars.
5. We accept only International Orders with subtotal value no more then $200.00.
6. We accept only International Orders from Countries listed in "Country" field at billing and shipping address order form.
7. We can request you the Card Verification Value Service(CVV2) is a three-digit security number indent-printed on the back of credit cards to help secure your transaction

Do you accept credit cards from every country in the world?
No we don't. Because of the high rate of credit card fraud in some parts of the world, we accept credit card orders from the following countries:

Australia Canada Denmark Finland France Germany Ireland Italy Japan Netherlands New Zealand Norway

Spain Sweden Switzerland United Kingdom United States