FAQ

We will begin shipping orders on Friday August 23rd, in order of reciept, and you should receive your package within 7-10 business days after that. Orders placed after August 23rd will ship approximately 10-14 business days after your order is received (hopefully sooner). If any of this info changes, we will make sure to update you here. Once your order is shipped, you will receive another email from us, with tracking information.  Make sure to check your spam box for our email – it might have gotten stuck there.

How do you ship (USPS or UPS)?       

For standard orders, we ship via USPS.  Make sure you provide us with the address that USPS delivers to so we can ensure your package gets to you without delay.

Do you ship outside of the US?          

Absolutely.  While we do offer free shipping to addresses in the United States, we do need to charge shipping for destinations outside of the US. Since it’s difficult for us to estimate the cost of shipping for every single country, we ask that you complete an inquiry form so we can estimate the cost of shipping for you.  Please make sure to include exactly what you want to order (quantities, sizes and styles), and your exact mailing address, including your name, province, postal code, country, etc.  If you are interested in proceeding after you receive an answer from us, we will gladly send you an invoice via PayPal (you can pay with a credit card if you want), and once that invoice is paid, we can begin the process of fulfilling and shipping your order.

What if I have questions about my order?         

Make sure to check the Returns/Exchanges page if you’re wondering about that.  If your question isn’t covered there, drop us a line using our inquiry form and we will get back to you with in 24-48 hours, unless it’s a weekend or holiday.  Keep in mind that this is a charitable endeavor run by volunteers and people with day jobs, and our goal is to help — we just may not be able to do what you ask.

Where is my money going?

100% of proceeds (which is all non-material/labor costs for printing and shipping your tee) are heading to Prescott Firefighters's Foundation Granite Mountain Hotshot Fund.  All proceeds go to the fallen firefighter’s families. For more info, go to http://www.prescottffcharities.org/granite-mountain-hotshot-donations-faq//.

I'm having technical issues trying to buy a shirt (e.g. can't see my cart, won't accept my credit card, etc.) What should I do?

- Try again. (Sometimes the websites are getting overwhelmed and need a minute.)

- Clear out your cache, and try again..

If you're still having trouble, try contacting Big Cartel or PayPal (depending on your issue)

I hate PayPal /  I can't pay online - Can I order shirts another way?   

If you’re in the Prescott area, you can go to MadShirtz and pick one up. Check out their website. If you’re not in the area, this is the only system we've got, and it's working for most people. Big Cartel (our shopping cart) uses PayPal, so even if you don’t like them, they are who we're working with and we definitely trust the security of PayPal.

Can I pay with a credit card?    

You sure can!  You definitely don't have to have a PayPal account to use PayPal, you can click the "Don't have a PayPal account?" option instead.  See the image below for help.

Can I change my address?              

We definitely want your tees to get to the right place. Send us an order inquiry, and give us all of the information you can. If this is done before your order is shipped, we should be fine. If it's done after your order is shipped, we’ll hopefully figure it out. Hopefully the Post Office will follow your change of address form, and your tees will find their way to your door! If not, we might not be able to help you.  But send us an inquiry and we will see what we can do.

Crud, I paid with the wrong credit card. Can I fix it?

Sorry, we can’t do that.  We’d have to process your order as a return, (which we don’t do), in addition to a bunch of other cumbersome work on the back side to ensure everything got reversed.

I placed two different orders -- can/will they get shipped together?

We will try!  No guarantees though.  Don’t worry, you’ll get what you ordered, just might be in separate packages.

Can I just pick up my shirt locally?

If you’re in the Prescott area, you can go to MadShirtz at 1442 W. Gurley St. in Prescott and pick one up there. However, due to all of your generous purchases, we're partnering with ACS Apparel, Inc. in Lakewood, CO for all of our printing and fulfillment needs, and mailing is the easiest way to ensure things get to you. We will update this section if that changes!

I haven’t received my order.  What should I do next?

If we've let you know that your order has shipped and you haven't received your shirt yet (and you should have), make sure to check the tracking info that was contained in your shipping email, then submit an order inquiry here if you don't find your answer there.  Please make sure to provide as much info as possible so we can get you an answer more quickly. 

If you haven’t received your order, and a reasonable amount of time has passed (like enough time to allow for shipping) from the date we said your order would ship, submit an order inquiry here. 

My order is wrong. What do I do?

If what you receive is not the same as what you ordered, make sure to submit an inquiry form so we can get it taken care of.  While we hope that you get exactly what you order, mistakes do happen, but we will make it right!  We can email you a return label so that you can return the incorrect tee, and once we receive it, we will send you the correct piece.  Please don’t just send back the wrong tee without letting us know first, or you may not get the right one back – we might not know why you sent it to us!

I have a question about your sizes.  Where do I go?

We know this question comes up a lot, so we've created a page just to answer those questions. Check out the sizing info page of our website.