Welcome to the FAQ section. Hopefully this answers all questions you may have. If you have any additional questions not found on this page, please use the Contact form to email us with your question.
What forms of payment do you accept?
In most cases, we accept American Express, Visa, MasterCard, Discover and PayPal Direct. Our shop runs on a secure platform that complies with PCI Data Security Standard. We do not store credit card information, and all transactions are processed through 128 bit encryption channel. We do not sell or rent your information to third party companies unless you opted to receive information from them.
What kind of shirts do you use?
We currently use Gildan/Anvil Fashion Fit 980/779 tees for men, and Bella short sleeve crew-neck tees for women. For our Premium shirts we use American Apparel 50/50 and TriBlend Unisex tees.
How do you print the shirts?
We use a process called Direct to Garment printing with water-based inks. Printing with this method produces a vibrant image that will last a long time. It also eliminates the need to develop screens for each design as everything is digital. Our shirts are made to order, and all of our Premium shirts are printed here by ourselves. All other products are printed off site through a separate on demand fulfillment through MashON and Dabble.
How long will it take to get my shirts?
When selecting a shipping method, keep in mind that the majority of our products are made-to-order. Depending on the products ordered, the number of products, or any other potential variations, shipping arrival dates may vary. Shipping times do not include the time required to receive each order or produce each product. For example, if you choose Next Day Air, you will receive your product the day after the product has been produced, not the day after placing your order. We will do our best to get your order as soon as we can. Obviously if you ordered next day air, you must need it faster than someone who ordered regular ground shipping, so we take that into consideration.
Please use your tracking number to get a status update on your product or send us an e-mail at support@thecoolercollective.com or call our Help Line at 800-369-7679.
How should I wash the shirts?
We suggest washing with similar colors, no bleach, shirt inside out, and on the cold/cold washing setting. Only wash with similar fabrics. This will help keep the image on the shirt vibrant and prevent fading over the long haul. And don’t wash your shirts with your jeans!
What happens when I place an order?
After placing an order, you will receive an email confirmation at the address you provided, which will confirm your purchase as well as contain some additional important information regarding your order. If for some reason you do not receive the email confirmation of your order in your inbox, please also check your spam and junk mail boxes as some email clients have stricter restrictions and may mistake this email as spam. It is also recommended that you print or save the order confirmation before leaving the order confirmation page once your order is placed.
How can I track my order?
Once your order has been shipped, you will receive an additional e-mail notification containing a tracking number and method of shipping. If for some reason you do not receive the email confirmation that your order has shipped, please also check your spam and junk mail boxes as some email clients have stricter restrictions and may mistake this email as spam. Please note that you will not receive your tracking number until after your order has been placed, processed, and shipped.
How much is shipping? What shipping methods do you offer?
We offer a number of shipping options. Click Here for information on shipping rates and terms.
Why have I only received some of the items I’ve ordered?
Your items may arrive in different shipments depending on the type, quantity and weight of items in your order. We may pack and ship them in different packages to ensure they arrive on time and undamaged.
Do you ship internationally?
Yes we do! To help accommodate all of our international customers we have partnered with Borderlinx, a free service used the world over by top retailers to help international customers with their shipping needs. We invite you to check it out here:
Please note that if you wish to purchase items internationally from us it does require that you have a Borderlinx account when checking out from our stores. If you have any questions please feel free to contact us and we will do our best to assist you. If you are having trouble setting up your Borderlinx account, you can also contact them for further assistance here: Borderlinx Support
Do you ship to P.O. Box addresses?
Due to the fact that we aim to provide tracking with all our shipments, we do not ship to P.O. Boxes, unless otherwise specified. Please refer to the “Estimate Shipping and Tax” section located in “My Cart” to see whether or not we can deliver to your P.O Box.
What is your return policy?
If you are not satisfied, you may return any unused or unopened products for a replacement or refund within 14 days of delivery. We will refund charges and shipping costs on approved returns within 7 business days. Refunds will be made to the payment method used during purchase. Contact one of our Customer Care Consultants and they will assist you in the Return and/or Exchange process. Please have your Order ID number with you when you call or in the subject line of the email. We will then work with you to issue a Return Merchandise Authorization (RMA) number. Please specify whether you want a replacement or refund.In some cases we may ask for a digital photo of the product or additional information regarding the order to help us identify flaws in the manufacturing process.
I have a great idea for a product, how can I submit it?
We currently do not accept user submissions, but we’re always listening to suggestions from our fans. If you have an idea you don’t mind us using then go ahead and send it to support@thecoolercollective.com. We get suggestions all the time, so don’t be mad if we don’t use them all.
Who do I contact for press inquiries?
For all inquiries please email press@thecoolercollective.com.
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