ORDER INFORMATION

What’s the status of my order?

When we ship your order, you will receive an email with your tracking information. Please allow 24 hours for shipping information to update on the website. You can go to Order Tracking page and enter your Order ID and e-mail used for purchase then click “Track” to see the tracking information.

What exactly happens after ordering?

After an order is placed, we will send it to our fulfillment for the production. They will be in charge of the printing and quality checking of the product. After that, we will send your order to our carriers to ship it to your door.

How long do I have to return an order?

I you change your mind, we will accept return within 30 days after you receive. The product must be in the original condition when it’s shipped out. We don’t receive product that is wore.

Please return the product back to following address: 19749 Dearborn St, Chatsworth, CA 91311.

And refund will be issued when the order gets back to us.

 

Can I make changes to my order?

If your order has not yet gone into production (it usually takes 2-3 working days to get an order in production ), you can still make changes to the size and color of any product in your order. Please send us an email with your order number along with the desired changes, and we will edit the order for you.

You may also change the shipping address, by emailing us.

Unfortunately, we cannot modify orders once they have gone into production.

How long is fulfillment time?

We take about 2-7 business days to create apparel products (t-shirts etc.) and 2-5 business daysfor non-apparel (posters etc.) products. Then you should add shipping times on top of that.

97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.

Can I cancel my order?

We can only process cancellations for items that have not gone into production. Please email us at [email protected] with your order details we will cancel your order and provide a full refund.

We cannot cancel orders once the printing process has begun.

PRODUCT INFORMATION

What kind of materials do your shirts use?

To maintain the highest product quality and a speedy print-on-demand process, we rely on several trusted brands to deliver our promise. Our basic tees, supplied by Gildan and Hanes are made of 100% cotton, true to size and preshrunk. Our premium tees, supplied by Anvil, Canvas and Bella, are made of a premium poly-cotton blend.

Where can I find sizing information and pricing?

Size charts are located in the product description that can be seen first in the review and export page. The base cost of the product is listed on the product page.

 

Are there extra charges for plus sizes?

It is industry standard that plus sizes always have an up-charge, as they do for us from our vendor. Larger sizes require more fabric which in turn makes the price higher. In general, the up-charges are one of the following: For items with 6XL sizing, like the $6 t-shirt – 2XL/3XL is $2 more, 4 XL $4 more and 5XL/6XL is $5 more For items with 5XL sizing – 2XL is $2 more, 3XL $3 more, 4XL $4 more, 5XL $5 more For items with 4XL sizing – 2XL is $2 more, 3XL $3 more, 4XL $4 more.

How are your products packaged for shipment?

Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Frames and canvases are usually shipped in corrugated boxes, ranging in dimensions of 26x20x18 to 28×5.5×38.

What’s the outline around the print on my item?

Prior to printing, our apparel items are pre-treated with a special solution to ensure high quality resolution and color correctness. A small amount of this solution may remain on the shirt and appear as an off-color stain. This residue will disappear after you wash the shirt.

Please wash shirts as directed by the tag information. Our shirts do not shrink if washed as directed but please note that all combed cotton will shrink if it is exposed to heat. This means it should never be washed in hot water or dried in a hot dryer. The delicate cycle on your machine and cold water are recommended.

How should I wash my printed garments?

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer’s care instructions don’t take into consideration the DTG printing process.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.

In order for you to prolong the life of your custom print, we suggest following the care instructions 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.

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.

SHIPPING INFOMATION

Where are your products shipped from?

All of our products are shipped from our facility in Detroit, Michigan, US.

Does KoolUp ship internationally?

KoolUp offers international shipping across the world!

For international orders, it’s most likely going to be shipped out with International Economy Shipping without tracking. Because the package has no international tracking available, it doesn’t get scanned in each warehouse and location along the way, which makes it more prone to being lost in transit.

The next most affordable carrier is most likely going to be International Economy with tracking. It has tracking available, which means it can be traced and is not likely to get lost during transit.

What if the order is lost in the mail or not delivered?

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.

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but customer thinks they haven’t received it, we won’t take responsibility and reship that order.

How long is the shipping?

Each item is made-to-order, in a batch with other similar orders. You can expect your order to be produced and shipped within 3-5 business days. Shipping time varies by location.

US Domestic Shipping

We estimate your item to arrive approximately 2-7 days after shipment to destinations within the continental US. For Alaska, Hawaii, Puerto Rico & all other U.S. territories please allow 2 weeks for delivery. Final delivery is via USPS.

International Shipping

We are unable to track orders shipped to locations outside the U.S. after they reach their destination country. Please allow approximately 2 weeks after shipment date to receive your order.

What if the product is damaged in the mail?

We ask for photo verification of the damaged goods sent to [email protected], then we’ll gladly send a replacement at no cost to you.