You’ve got questions? We’ve got answers.

Company

Do you have a physical, brick-and-mortar store I can visit?
What is your design process?
What is your printing process?
Why do you use plastisol ink?

Returns and Exchanges

How do I exchange a shirt I purchased?
How do I return a shirt I purchased?

Ordering

How long does it take to process my order?
How do I place an order?
How do I find out the status of my order?
I really liked my last order. Can I reorder it?
Is my Credit Card information secure?
How do I pay for my order?
When will my card be charged?
Oops! I forgot to use my coupon!
Why was I charged sales tax?
What happens if you’re out of stock?
What if I want something you don’t have?

Products

Where are your products made?
Why is this shirt manufactured in [country name]?
What is combed cotton?
What does ringspun mean and why is it important?
Washing instructions?

Shipping

How much does shipping cost?
Do you offer Free Shipping?
Do you ship internationally?
I’m an international buyer: where is my package?
How long will it take to receive my order?
When do you ship packages?
Who is going to show up at your door with a package?
The tracking information says the item was delivered but I don’t have it.

Company

Do you have a physical, brick-and-mortar store I can visit?
We’re only an online shop, at the moment, so we don’t have a physical location for you to visit. It would be pretty awkward to have strangers camped out in our home thinking it’s a store. Perhaps in the future we’ll have our own store, but for now, you can find our products at these fine retailers.

What is your design process?

We always have notebooks with us (being bookbinders), so as we come up with ideas we can jot them down or maybe even make quick sketches. We take these ideas and illustrate them on a computer in Adobe Illustrator. Not everything we design ends up getting printed, but the designs we’re really happy with then get color-separated, before we burn them onto screen.

What is your printing process?

We print using custom-mixed plastisol inks, so colors from one run to another may differ slightly. Each shirt is manually loaded onto a press and printed by hand leading to each shirt being ever-so-slightly different. There is no automation involved here.

After printing, apparel is run through a belt dryer at approximately 350°F to cure the ink. We wash out all of our screens with an eco-friendly soybean-based degradient.

Why do you use plastisol ink?

Each type of screen printing ink has it’s pros and cons. There are three types: plastisol, water-based, and discharge.

Plastisol is the most common ink for printing. It sits on top of apparel and doesn’t feel quite as soft as the other two methods. From a production standpoint, it’s used because you can make any color and the ink will never dry or cure unless it hits around 320°F.

Water-based inks haven’t been around as long, but are gaining steam. We’re going to start experimenting with these inks later this year. Water-based inks have a softer feel than plastisol, but they dry out in a screen quickly (ruining the screen).

Discharge printing has the softest hand because it removes the dye from the garment and replaces it with new pigment. Basically, it re-dyes the shirt, so you don’t feel any ink. The inner science nerd in me really wants to try this, but discharge inks have a shelf life of only about an hour, so there’s more waste. More importantly, however is that discharge inks are based on either formaldehyde or urea, neither of which are chemicals that inspire warm and fuzzy feelings in people.

Returns and Exchanges

How do I exchange a shirt I purchased?

Unworn / unwashed items may be exchanged for another item using the following instructions. Send your unworn / unwashed items to us at:

Kleiner Eisbar Exchanges
4 Cedar Spring Lane
Woodbury, CT 06798
USA

If you have the original packing slip, enclose it with the following additional information: (If you no longer have the packing slip, enclose a note instead.)

  1. The order number, or the name or email address of the purchaser.
  2. What shirts & sizes (don’t forget to say whether you want men’s or women’s sizes) you want in exchange. You may also exchange for a different design.
  3. Please note: Shirts are exchanged shirt for shirt, no matter what you paid for them or what they currently cost.
  4. The address you would like your new shirts shipped to.
  5. Re-Shipping Fee: Exchange re-shipping fees are as follows: Domestic (USA & Canada) one shirt is $4.50, 2 shirts $5.00, 3 shirts are $6.50, then add $1 for each additional item. Please send cash (exact change only please, no difference can be returned) or a credit card number and expiration date. Failure to send exchange fee payment will delay your return.

Please note:
—Customer pays return shipping on exchanges. We recommend using the US Postal Service, as we find they have the best rates.
—We do not charge a restocking fee.

How do I return a shirt I purchased?

Unworn / unwashed items may be returned for a full refund less shipping charges within 30 days. The refund will be given through the original method of payment. It will go back onto the credit card or into the Paypal account that placed the order. If you want to send a return, please mail unworn / unwashed items to us at:

Kleiner Eisbar Exchanges
4 Cedar Spring Lane
Woodbury, CT 06798
USA

If you have the original packing slip, enclose it with the following additional information: (If you no longer have the packing slip, enclose a note instead.)

  1. The order number, or the name and email address of the purchaser.
  2. Please list the item(s) you are returning, and write “return for refund.”

Please Note:
—Customer pays return shipping on exchanges. We recommend using the US Postal Service, as we find they have the best rates.
—We do not charge a restocking fee.

Ordering

How long does it take to process my order?
Our processing time is 1 to 2 business days. Orders placed on weekends or holidays are processed the next business day. When your order has been processed and shipped, we’ll send you an email confirmation with delivery information. Usually, we’ll process an order quickly, but we’re a small two-person operation, so sometimes things can get backed up and we need the full five days to get an order packed and out the door. If you need an order by a certain time (for a gift), please contact us and we’ll make sure to accommodate you.

How do I place an order?
It’s simple really. Just find an item you like, pick a size (if applicable) and add it to the cart. When you’re ready to check out, just head to your cart and check out by clicking “Proceed to checkout” on the bottom of the page.

On the check out page, you’ll enter your billing address

How do I find out the status of my order?

You can track any order on the Order Tracking page. You’ll need your order ID and the billing email address. Alternatively, you can log into your account, and all of your orders will be listed there, along with their current status. Upon shipping, we will email you a tracking number so you can follow your packages journey home.

I really liked my last order. Can I reorder it?

Awesome! We love hearing this. You can easily reorder a previous order by logging into your account. From there, find the order you’d like to reorder and click the big blue button that says “View”. This will show you the order details (verify it’s the right order). Underneath your receipt, you’ll see another big blue button that says “Order again”. Clicking this will add all of the items to your cart. Just complete the checkout process like normal, and you’re done.

Is my Credit Card information secure?

Absolutely! When ordering, you will be directed either to Mijireh or Paypal to enter your credit card information. Your information will be safely stored in their vaults which we have no access to. This means that in the unlikely event an intruder enters our den while we’re hibernating, all they’re going to find is a bunch of fur and some angry bears.

How do I pay for my order?

We accept all major credit cards through our payment processor Mijireh. You can also pay with a PayPal account.

They allow us to be PCI compliant and to offer you a secure server to pay through. Our Den is pretty secure (being guarded by bears and all) but online, that doesn’t mean a whole lot. So we searched high and low for the best way to allow you to pay and be sure that your information stays as safe as possible.

When purchasing, your information will go through either Mijireh or Paypal (whomever you choose) and your information will be stored and safeguarded by them. Both companies have made it their business and poured quite a bit of money into keeping customer information safe. For a small business like us, the cost of doing this ourselves would be just too high.

So, who to choose?

Both options are safe and convenient, but if you want the low down on each company, read on and choose for yourself.

Mijireh allows us to accept credit cards and control how the checkout process looks. If we’ve done our job right, you’ll never notice you left Kleiner Eisbar to pay for your order. They handle your Credit Card information and all of the security, and send you back our way after your order is complete without a hitch.

Paypal is pretty well known, but some people don’t like them. On the other hand, some people don’t feel comfortable entrusting their information to a company they’ve never heard of. If you have an account with Paypal, paying is super easy (you just sign in). If you don’t have an account with them, that’s okay too. Just enter your billing information like you would normally. An account isn’t necessary, it just makes things easier.

tl;dr: They are both great options. We prefer Mijireh to Paypal.

When will my card be charged?
We charge your card the moment you confirm your order at checkout. You will receive a confirmation email when your order is submitted. If your card is not authorized, payment will not be taken, and we’ll email to let you know why your bank or card issuer wouldn’t authorize the amount. Please bear in mind that even if a payment fails to be authorized, some card issuers may still reserve the money temporarily.

Oops! I forgot to use my coupon!
We are sorry but we can not apply a coupon to an already existing order, please save it for next time!

Why was I charged sales tax?

We charge 6.35% sales tax on all orders from Connecticut. This money doesn’t go to us (sadly) we remit it to the state so that they can do things like pay police officers, fund education, and fix pot holes.

What happens if you’re out of stock?

In the short term? We do a happy dance. After our mini celebration, we get hard to work printing up a new batch of shirts. Sometimes we do retire designs, though, so you might not want to wait too long if you’re eyeing something. You can always contact us to tell us that you really want something that’s out of stock and we will do what we can to accomodate you.

What if I want something you don’t have?

Contact us and let us know! We may have just run out of stock, but hearing that you want something might be enough to sway us to bring it back if other people feel the same. On the other hand, maybe there’s something you’d like that we don’t have, like a velociraptor riding on the back of a unicorn or a grizzly bear riding a unicycle. Send us a message and perhaps we can fire up a design that pleases you and others.

Products

Where are your products made?
Our products are made in the USA in Connecticut, a little state in New England.

We source our apparel from a variety of manufacturers, so different products originate from different countries. We only print on high-quality, comfortable, super soft clothing and won’t print on anything we wouldn’t wear ourselves.

Why is this shirt manufactured in [country name]?

Good question! A lot of Americans want everything they consume to be made in America, and this is a great attitude to have. Frankly, we could probably afford to import less these days.

That said, there are actually some very good reasons to manufacture apparel in other countries instead of here. I could drone on about the positive economic ramifications of burgeoning t-shirt economies, but The New York Times can do it far more justice than I can.

The tl;dr too long;didn’t read version? Manufacturing t-shirts helps boost the economies of developing countries.

What is combed cotton?
Shirts made with cotton are made out of two kinds of cotton: carded and combed. Carded cotton is why some shirts you have (especially inexpensive shirts) feel scratchy. The process of combing cotton removes small, weak fibers making for a stronger thread more resistant to fraying, pilling, or tearing. Carded cotton retains these shorter fibers which are more likely to cause itching.

Combed cotton on the other hand has a very soft hand, which is just fancy talk for feeling soft and being gentle on the skin.

tl;dr: Combed cotton is softer and stronger than carded cotton. It’s also gentle and won’t make you feel itchy.

What does ringspun cotton mean and why is it important?

Ringspun cotton describes how the thread is wound. Ringspun fibers are kind of like steel cabling. A single strand of Steel cable is pretty strong, but will snap eventually. If you wind several strands tightly together, they can hold an army of angry velocirators in tanks and still not snap. Ringspun cotton is kind of like that. A happy bonus with ringspun cotton is that winding strands together makes the yarn not just stronger, but softer. This coupled with combed cotton means that our shirts are really, really soft.

tl;dr: Ringspun cotton is strong like a grizzly bear and soft like cotton candy. It’s definitely not sticky though.

Washing instructions?

Each item of clothing has washing instructions on the tag. Generally, 100% preshrunk cotton products will shrink approximately 5-7% (about a half a shirt size) after normal wash. Wash warm, dry low. You can line dry or drip dry to avoid any shrinkage whatsoever. Although you should not expect any significant fading (washing inside-out will help avoid this), wash colors separately from whites, especially on the first wash.

Shipping

How much does shipping cost?
For small orders, we have a flat rate shipping charge of $8.95. Want the cheapest shipping? Orders over $75 ship for free.

Do you offer Free Shipping?
Yup, shipping is on us for orders over $75 in the U.S.

Do you ship internationally?
We’d be happy too. Currently, our flat rate shipping is for US customers only. If you contact us with your location (and what you plan on ordering), we can give you a shipping quote. Since shipping prices are so variable, we don’t offer flat rate shipping for international orders at this time.

I’m an international buyer: where is my package?
International shipping is, unfortunately, about as predictable as velociraptors raging on ice cream. We ship via the United States Postal Service and international orders can be pretty slow for various reasons. Their tracking system also can be a bit lackluster as they don’t offer much information in terms of tracking. Once the package is delivered to the USPS, we have no control over it and can only get the info that they provide, which is the same info you’ll get with your tracking number. When the package arrives in your country, your local customs agency and post office can further delay the arrival of your order. For more detailed information, we recommend checking with them.

How long will it take to receive my order?

For orders that ship via USPS Priority Mail, you should receive your package within three business days after shipping. Sometimes, monsters decide to play tricks on the workers, though, and they will hide boxes during the night thinking that there are cookies inside. When this happens, packages can get delayed. This is unfortunate, and we are doing everything in our power not to make our packages appetizing to monsters.

For orders shipping via UPS (larger packages), here’s a snazzy illustration that should help you determine how long it should take for your package to arrive. Remember, these are in business days, which for UPS is Monday through Friday. Sometimes, things go awry, and packages get delayed for any number of reasons ranging from locusts, hurricanes, human error, or rogue grizzly bears. Luckily we don’t sell peanut butter, because I hear grizzlies love peanut butter. Oddly enough, UPS has managed to keep monsters at bay.

When do you ship packages?
We will ship your order the next business day if your item is in stock. This gives us time to clean off our paws and package your order up nicely.

If your item is back ordered, we will have to order stock and print them, so allow two to three weeks for backordered items. If you’re in a bind, contact us and let us know, and we’ll see what we can do for you.

Please keep in mind that a large influx of orders can delay your order. We’re a small, two-person team so during the holidays, we might get backed up a bit. We will keep you posted if your order will be delayed.

Who is going to show up at your door with a package?
We ship primarily via the US Postal Service and UPS. Specifically, we ship small packages via the USPS and larger packages are shipped via UPS. After shipping, you’ll receive a link to track your package.

The tracking information says the item was delivered but I don’t have it.

Oh no!

First, please, check your shipping address to make sure all the information entered is accurate.

If everything is correct, here are some ideas that tend to solve the riddle of a misplaced package.

Check with your neighbors, roommates, apartment complex manager, and/or building lost and found. It’s not uncommon for a package to be delivered to the wrong door, or for a watchful neighbor to hold a package for you so that wild bears don’t eat your package.

Ask your postal carrier if he/she remembers your package and where it might have been left. We like to develop a good rapport with our postal carrier so that when issues arrive, they’re more willing to help us, and so we don’t feel like two angry bears who only have something to say to the mail carrier if we’re complaining.

Within the United States, please, call your local post office and ask them to do a check for your package. Ask them to look for your name, address, and tracking information. Sometimes packages get left behind, or fall by the wayside. Sorting errors can leave your package on a different mail route than yours, too. Again, having a good relationship with your mail carrier and/or post office works wonders here.

Outside the United States, please, contact your local customs agency. Your package may be held for taxes and other import fees.

Unfortunately, once an order has been marked as delivered, we do not have any further information regarding its location.

 

Do you have any questions or comments about shipping? Feel free to contact us and we’ll respond to you right away.