FAQ

Frequently Asked Questions

Before submitting a general question, please check through these FAQs, as we have made every attempt to answer all relevant questions within this forum. If you are unable to find the answer to your question, feel free to fill out the form on our Contact Us page. If making an inquiry regarding an order, please provide us with your order number and all necessary details. Thank you from Fur Should Fly.

Ordering Process

How do I place an order?
How can I view the products in my shopping cart?
In what currency are your prices?
What payment methods do you accept?
How do I modify my order after it’s been placed?

Returns & Exchanges

NOTE: First and foremost, our return policy is non-negotiable. If you are still uncertain about any aspect of our return policy after carefully reading our return guidelines, please ask us for additional details using our Contact Us page. In no cases will we accept a return without a return authorization.

Do you accept returns?
What are your return and exchange policies?
Are there additional limitations to your return policy not set forth above?

Shipping

What are my domestic (United States) shipping options?
What are my international shipping options?
Do you ship to military addresses?
How much is shipping and handling?
When will I receive my order?
Do you offer rush delivery services?
What should I do if I received a shipment confirmation, but the shipment information does not appear online?
How do I correct shipping information after my order has been placed?

Garments

What type of garments to you use?
Are your garments "true to size?"
What are the recommended washing instructions?

Printing Process

What printing process do you use to create my garment?
What is the difference between digital printing (DTG) and screen-printing?
Is digital printing the same as the iron-ons you can make at home?
Can direct-to-garment printing be successfully applied on dark garments?
How consistent is your printing process?
Do you have a minimum order quantity?

Tax

Do you charge sales tax?

Online Security, Privacy Policy & User Agreement

How do you ensure my transaction is secure and encrypted?
How do you use the information gathered on your website?

Technical Problems

I’m unable to checkout. What should I do?

Feedback

How do I provide feedback about your products and services?

Ordering Process <TOP>

How do I place an order?

We only accept online orders. Follow these simple steps to place an order:

1. Browse through our collection and click the design of your choice. You will be routed to a page that allows you to select your desired shirt style.

2. Click your desired shirt style. You will be routed to a page that allows you to choose color & size.

3. Using the drop down menus, select the color and size. As you change the options, the image of the shirt will update accordingly.

4. Once you have specified your desired shirt, enter the quantity of shirts (of that particular design, style, color & size) and click the "Add to Cart" button. You will be routed to your shopping cart, which will contain the newly-added product(s).

5. At this point, you can either continue shopping, or click the "Checkout " button to finalize the order.

6. Upon proceeding to Checkout, you will be prompted to login (if you are a returning customer) or register for a new account (if you are a first time customer).

7. Verify your shipping address and order total, enter any coupons or discounts you may have, and then complete the payment process. NOTE: Inaccurate billing and shipping information may result in delayed or potentially canceled orders and adjustments to shipping information after final order confirmation and payment may result in additional charges.

8. Within a few minutes, you will receive an email from confirming your order.

9. When your product ships, you will receive another email which will include your tracking number allowing so you can check the status of your shipment(s).

How can I view the products in my shopping cart?

At any time while you are shopping, you can view the content of your Shopping Cart by clicking on "Cart" on the upper right hand corner of the window. From within your cart, you are able to modify quantities, remove, and view items.

In what currency are your prices?

All prices are in US dollars ($).

What payment methods do you accept?

We accept four major credit cards (Visa, MasterCard, American Express, and Discover) and PayPal.

How do I modify my order after it’s been placed?

We provide our customers with multiple layers of confirmation prior to approving your order, and we order blank garments on demand and print on demand. In the event that a mistake is discovered after the final order confirmation has been made, or if you want to change your order, we will do everything we can to correct the order prior to shipment. Please go to the Contact Us page and enter your order number and the details of what should be fixed.

Despite our efforts, there is NO GUARANTEE that we will be able to correct the error prior to the shirt being manufactured and/or shipped. The customer is ultimately solely responsible for all confirmed orders and will be charged a restocking fee and all relevant shipping charges if the product is returned as a result of a customer error. PLEASE VERIFY THE STYLE, SIZE & COLOR of the garment before order submission.

Returns & Exchanges <TOP>

Do you accept returns?

First and foremost, our return policy is non-negotiable.

VERY IMPORTANT: The address on the shipping label is NOT our corporate address. This address is the location of our fulfillment operations. You will receive the proper return address when we provide you a Return Authorization. DO NOT SEND YOUR ORDER TO THE ADDRESS ON THE SHIPPING LABEL OR IT MAY BE LOST AT YOUR EXPENSE. WE ARE NOT LIABLE FOR SHIPMENTS SENT TO AN INCORRECT ADDRESS.

Your shipment will contain a packing slip with the following message:

LEGAL NOTICE: ABSOLUTELY NO RETURNS WILL BE ACCEPTED WITHOUT A RETURN AUTHORIZATION (R/A). Contact us via our website to obtain an R/A. Garments returned without an R/A cannot be processed in our system. Therefore, regardless of receipt, the garment(s) may be discarded and you may not receive a refund or credit.

Since we order blank garments on demand, and we print on demand, we will only accept returns under certain conditions. IN NO CASE WILL WE ACCEPT A RETURN WITHOUT A RETURN AUTHORIZATION. If you return a garment without prior authorization, your order may be lost, you will NOT receive a replacement, and you will NOT receive any credit.

What are your return and exchange policies?

First and foremost, our return policy is non-negotiable.

VERY IMPORTANT: The address on the shipping label is NOT our corporate address. This address is the location of our fulfillment operations. You will receive the proper return address when we provide you a Return Authorization. DO NOT SEND YOUR ORDER TO THE ADDRESS ON THE SHIPPING LABEL OR IT MAY BE LOST AT YOUR EXPENSE. WE ARE NOT LIABLE FOR SHIPMENTS SENT TO AN INCORRECT ADDRESS.

We have a great deal of pride in every product we sell, and we strive to fully satisfy every customer. The design of our website minimizes confusion & errors, and this FAQ page helps ensure you get the fit and feel you are expecting with every purchase. In addition, our Garment Summary page offers sizing information.

In the event that a product is defective, we do accept returns; however, our return policy follows very strict and non-negotiable guidelines. Please take the time to fully understand for which category of return you qualify, as there may be a cost associated with your return.

In all cases, we will only accept returns within 30 days of the purchase date, and all merchandise must be UNWASHED and UNWORN to qualify for any of the return options detailed below.

NOTE: If you are uncertain under which category your issue falls, please go to the Contact Us page and send us a note with a detailed description of your problem. We will respond with full details about your options.

Defective Garments

Every product is hand inspected before being shipped to our customers; however, there are times that a defect escapes notice. If you have received a garment that has any material defect, we will replace it or refund your original transaction cost. (For all defective products, we will only exchange for a defect-free exact replacement: same design, style, color & size.) You are responsible for shipping the product back to us and you MUST first request a Return Authorization via our Contact Us page. Upon receipt of your R/A request, we may request additional information and/or photographs. Once we verify the defect, we will provide you with a return shipping address and an R/A number which must accompany your return shipment.

Upon receiving the defective garment, we will inspect and verify the defect(s). If no defect is found, we will not honor any replacement and will only ship original garment back at customer's expense, once payment for reshipping is received. If customer does not authorize shipping charges, we will NOT ship garment back. BE SURE YOUR GARMENT IS, INDEED, DEFECTIVE BEFORE SHIPPING BACK TO US.

If you are unsure whether your problem would be considered a material defect, please go to the Contact Us page and send us a note with a detailed description of the issue. (Make sure to include your original order number and provide as many details as possible.) We will respond with full details about your options.

Remember, we will NOT accept any returns if we do not provide you with a Return Authorization.

Our Mistake

If the garment you receive is not exactly what you ordered (and appears on your order confirmation), we will replace it or refund your original transaction cost. (For all fulfillment mistakes, we will only replace with the originally ordered item: same design, style, color & size.) You are responsible for shipping the product back to us and you MUST first request a Return Authorization via our Contact Us page. Upon receipt of your R/A request, we may request additional information and/or photographs. Once we verify you received an incorrect item, we will provide you with a return shipping address and an R/A number which must accompany your return shipment.

Remember, we will NOT accept any returns if we do not provide you with a Return Authorization.

Unsatisfactory Garments

We realize that there are many reasons why a customer may be unhappy with their purchase--some of which have nothing to do with the quality of the shirt or design imprint.

If you have received a product that IS what you ordered, has NO material defect, yet it just leaves you unsatisfied, we may send you a refund check covering your transaction cost, minus a restocking fee. Original shipping charges will NOT be refunded. You are responsible for shipping the product back to us and you MUST first request a Return Authorization via our Contact Us page. Upon receipt of your R/A request, we explain your options, and possibly provide you with a return shipping address and an R/A number which must accompany your return shipment.

Are there additional limitations to your return policy not set forth above?

First and foremost, our return policy is non-negotiable.

ALL the following requirements must be met for ALL returns. Failure to do so may result in a delay or refusal of your return, and possibly the loss of your shipment.

Please Read Before Proceeding:

1. The address on the shipping label is NOT our corporate address. This address is where we manufacture our print on demand t-shirts and subsequently provide shirt fulfillment services. You will receive the proper return address when we provide you a Return Authorization (see #2). DO NOT SEND YOUR ORDER TO THE ADDRESS ON THE SHIPPING LABEL OR IT MAY BE LOST AT YOUR EXPENSE. WE ARE NOT LIABLE FOR SHIPMENTS SENT TO AN INCORRECT ADDRESS.

2. You may not return an order without first requesting a Return Authorization. To obtain your Return Authorization, you must go to our Contact Us page and request an R/A. Include as much detail as possible describing your reason for returning your product.

3. If your request meets the guidelines set forth above, we will provide you with a Return Authorization Number.

4. All returns must be accompanied by the Return Authorization Number and a printout of the original order confirmation. If you do not have the original confirmation, please go to our Contact Us page and fill out all the information. Let us know you are requesting your original order number and confirmation in the comment field provided.

5. All items must be returned within 30 days of the purchase date.

6. Returned items must be UNWASHED and UNWORN. If the product fails to meet this condition, your return will NOT be accepted and we will NOT ship your product back to you.

7. Some return items are subject to restocking fees per the rules detailed above.

Shipping <TOP>

What are my domestic (United States) shipping options?

We currently ship to all locations within the United States. We CAN ship to PO Boxes, but only via USPS.

All packages less than 4 pounds are shipped via United States Postal Service (USPS). Packages 4 pounds and above are shipped via UPS. At this time, no other shipping options--including rush or expedited services--are available.

What are my international shipping options?

IF international shipping options are available you will see them during the checkout process.

Do you ship to military addresses?

We can ship directly to military addresses; however, shipping may incur an additional charge and formatting is very important. Since the format for military addresses can vary, PLEASE verify the shipping address appears correct before finalizing your order. Remember, we are NOT responsible for shipments once they have left our shipping center.

Examples:

SGT Kevin Taylor
Unit 2050 Box 4190
APO AP 96278-2050

SGT Robert Smith
PSC 802 Box 74
APO AE 09499-0074

Seaman Joseph Doe
USCGC Hamilton
FPO AP 96667-3931

SGT Jane Doe
CMR 1250
APO AA 09045-1000

How much is shipping and handling?

Shipping and handling costs are ultimately a function of the total count of items and aggregate weight. To determine your exact shipping charge, you must proceed to checkout within our shopping cart.

When will I receive my order?

Every order is custom-printed so we can offer you the largest selection of designs, styles, colors, and sizes available. We order blank garments on demand, and we print on demand. Fortunately, we receive your blank garment 1-2 days after you order it, and we immediately schedule it for production.

Orders typically ship within 5 business days, and upon shipment, you will receive an email with a shipment tracking number. Please use this information to track your order.

All shipments to US destinations are sent via USPS mail, which may take an additional 3-5 business days (US orders weighing 4 pounds or more are normally sent via UPS). All international shipments are sent via USPS mail.

On average, customers receive their order within 7-10 days of purchase; however, please allow up to 15 days for receipt. In rare situations, it may take longer due to unforeseen circumstances. Also, please allow additional days for shipments to rural areas, Hawaii, Alaska, and international destinations. (In some cases, international shipments can be delayed for several weeks in Customs and cannot be tracked electronically.)

There are many circumstances that could delay your shipment. These items include, but are not limited to: holidays, back orders, payment problems, unrecognized or incorrect addresses, etc. We will do everything possible to ensure that there are no delays in delivering your product; however, please understand that there are some items out of our control. Again, please use the shipment tracking number we provide to locate your package.

Do you offer rush delivery services?

We create your product after order submission. This allows us to offer you many different products (SKUs). This flexibility does, however, minimize our ability to provide overnight and other expeditious shipping options. At this time, all orders are shipped or USPS First Class or UPS Ground (if order is at least 4 pounds). No other shipping options are available.

We are confident that allowing our customers to order any of our designs on any style, color, and size of shirt makes the additional few days well worth the wait.

What should I do if I received a shipment confirmation, but the shipment information does not appear online?

Your shipment confirmation will indicate if your product shipped via USPS or UPS. We are unable to assist with any shipping support once the order has been transferred to the courier.

To obtain specific delivery information about your package and/or tracking number please contact the courier directly:

UPS (1-800-742-5877)
USPS (1-800-222-1811)

How do I correct shipping information after my order has been place?

YOU ARE 100% RESPONSIBLE FOR PROVIDING ACCURATE SHIPPING INFORMATION. Please use our Contact Us page immediately if an incorrect shipping address is provided with the order. You may be billed a processing fee to change the shipping information once it has been submitted. In addition, if the mistake is not corrected prior to shipment, we are not responsible for delivery, re-shipment, or replacement costs.

In some cases, orders shipped to incorrect address are returned to us. If your order is returned due to an incorrect address, we will contact you and you will be responsible for handling and re-shipping charges.

If it is determined that the customer provided us with an incorrect shipping address, and the shipment is never returned to us, NO REFUND WILL BE GRANTED.

Garments <TOP>

What type of garments to you use?

We only use garments produced by well-known manufactures. They are well constructed, made from the highest quality cotton, and specifically selected to achieve the highest print quality possible. Click HERE to view pictures and detailed descriptions of all available apparel.

Are your garments "true to size?"

While we only use garments supplied by well-know companies, sizing is a function of the manufacturer. We have made every effort possible to utilize the best and most predictable products, but sometimes shirt styles run smaller than expected.

Links to sizing information are available on our Garment Summary page.

Generally, all of our garments are pre-shrunk and true-to-size; however, some women’s garments run slightly small. Therefore, we always advise our customers to consider their options prior to selecting the size. Since we print-on-demand, it is important that you verify that the selected size will meet your expectations prior to completing your order. Return & exchange options are provided on this FAQ page.

What are the recommended washing instructions?"

To ensure maximum durability and colorfastness, always wash your garment inside-out in cold water without bleach. Air drying your shirts is recommended. If you tumble dry your garment, leave it inside-out and use a low setting on your dryer. If you must iron your garment, take care to iron only on the reverse side of image, and never iron directly over the image.

SPECIAL NOTE: Our printing process (described on this FAQ page) employs a pre-treatment that may be noticed on your new garment. The area surrounding the graphic printing may appear slightly shiny or discolored. This pre-treatment residue is normal, and will completely disappear after the first or second wash.

Printing Process <TOP>

What printing process do you use to create my garment?

We use a few production methods, but most of our garments are printed with a state-of-the-art digital printing process know as Direct-to-Garment printing, or DTG printing. DTG printing works similar to your inkjet desktop printer. The unique patented garment ink is deposited directly onto the shirt, with no burning of screens or additional set-up. Colors are bright and durable, and the inks are water-based and eco-friendly.

Since there is no set-up, we’re able to print one-off, on-demand garments. That translates into more style, color & size options for the consumer.

Finally, Direct-to-Garment printing can be scaled. In other words, very unlike screen printing, we print your design at the appropriate size to render a perfectly proportional garment.

What is the difference between digital printing (DTG) and screen-printing?

Digital Direct-to-Garment printing reproduces your logo by printing the design directly on the shirt with the use of a specialized ink jet printer and specifically engineered textile inks. Screen-printing reproduces your design by printing it with plastisol inks through a mesh screen.

Traditional screen printing requires the creation of one screen per each color layer. This increases the cost for multiple color jobs, which can drive consumers to less than optimal designs. DTG printing allows for unlimited colors to be printed with no additional cost. In addition, with DTG printing, photographs, drawings, complex images, and color gradients can all be printed with unrivaled clarity and vividness.

Is digital printing the same as the iron-ons you can make at home?

Absolutely not. There are a variety of digital printing methods available today. We use a Digital Garment Printer, which is a large format printing machine that applies ink directly onto the garment. While the process does require the application of heat, it’s only used to cure the inks.

Can direct-to-garment printing be successfully applied on dark garments?

It works great on dark shirts! DTG-printing feels slightly different on dark versus light shirts, but that is due to a pre-treatment and (typically) an underbase layer of ink that keeps the color layer bright and visible. The quality and durability is the same.

How consistent is your printing process?

In a word, VERY. Our direct-to-garment printing process is designed to ensure print quality and placement is consistent. Every print job is computer-scripted, guaranteeing the proper art is printed in the proper location at the proper scale.

Do you have a minimum order quantity?

We do NOT have a minimum order quantity. Every shirt is manufactured at the time it is ordered. We are proud to be able to offer our customers the ability to order just one shirt or thousands--all custom made to cater to your tastes.

Tax <TOP>

Do you charge sales tax?

Our printing operations are in Yorkville, New York; therefore, we are required to charge all customers with billing addresses in New York the current sales tax rate. Our business operations are in Vermont: therefore, we are required to charge all customers with billing addresses in Vermont the current sales tax rate. This tax will be automatically added to your bill, and you are able to view the total tax prior to confirming your order.

Online Security, Privacy Policy & User Agreement <TOP>

How do you ensure my transaction is secure and encrypted?

Our secure server software encrypts all of your personal information during purchases, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. We use industry-leading security software and SSLs. For additional information, please see our Privacy Policy for details.

How do you use the information gathered on your website?

Use of this website constitutes your acceptance of our Privacy Policy & User Agreement.

In summary, we gather and store certain types of information you provide to us through our website. This information may include contact, demographic, purchase history, and financial information. We may use the information you provide to administer and manage your account, invoice you, include you on mailing lists, and advertise and promote our services. In addition, we may disclose your information when we believe in good faith that it is required by any applicable law or legal process. We will not share or sell your information to any external company, organization, or individual unless required by law or legal process.

You can view the specific details of these published statements by clicking the Privacy Policy & User Agreement link at the bottom of this page.

Technical Problems <TOP>

I’m unable to checkout. What should I do?

If you’ve added items to your basket only to have them disappear when you go to check out, this is most likely due to the fact that your computer and/or anti-virus software has disabled cookies and/or JavaScript in the browser. To successfully shop on our site, you MUST have cookies and JavaScript enabled.

Feedback <TOP>

How do I provide feedback about your products and services?

We are continuously growing and adapting to an ever-changing environment. As such, we appreciate any feedback that our users have to offer. Please do not hesitate to let us know if you have any feedback, questions, concerns, praise, or complaints – the more feedback we get, the better our services become. Visit our Contact Us page now!