Questions about your order not answered here…
If you have any questions about the site or your order which are not answered below please get in touch with us our very friendly customer service department via this form.
We are interesting in buying planeloads of Hello Fresco tees!
What kind of tees do we print on?
We only print out designs on American Apparel tees, which are the gold standard! They are extremely comfortable to wear, top quality and sweat shop free!
When will my order ship out?
Most orders of in-stock t-shirts ship out the business day after you place your order, although sometimes it might take longer. Please note: The next months shirts will be sold on a pre-order basis and shipping of these shirts will happen once they are printed, packed and ready (dates vary).
What delivery methods do you offer, and how long does it take?
There are a variety shipping methods available, which depends on whether you are ordering within the US, or international, and depending on how fast you want it. They are:-
For US Orders: Standard shipping uses a variety of carriers and typically takes 3-9 business days for delivery. If your shipping address is a PO Box or an APO/FPO address, your order will be shipped via the US Postal Service. Expedited shipping such as UPS Next Day or UPS 3-Day is also available. When using those methods please remember that our warehouse requires one business day for order processing. Thus, expect a UPS Next Day shipment to arrive two business days after the order was placed. For 3 Day, look for the package after 4 business days. Orders shipped via UPS will not be delivered on Saturday, Sunday, or national holidays. Also, please note that UPS does not ship to PO Boxes.
For International Orders: Standard shipping usually takes 2-5 weeks for delivery, PLEASE NOTE: these orders may sometimes take longer due to delays in customs. International and military orders may experience delays in shipping due to inbound and outbound processing. No tracking information is available for orders shipped outside the United States via Canada Standard or International Standard ship methods, although an estimated arrival time can be calculated on the UPS website by entering your delivery details click here and clicking the "time in transit" option. Our start location is: Austin, TX 78721.
Can I track my order?
Tracking information for expedited shipping methods is available through your order information page; this link is available in your order confirmation email. Please note that some Standard Shipping orders and International Shipping orders do not have tracking numbers assigned to them but an estimated arrival time can be calculated on the UPS website by entering your delivery details here and clicking the "time in transit" option. Our start location is: Austin, TX 78721. Your order should arrive to your location with respect to the shipping timelines as indicated in the next section below.
How much do the different shipping methods cost?
These vary based on the weight of the items in your order and the ship method you select. Rates are calculated before checkout is complete, so feel free to try multiple methods for the best fit. To see different ship rates before you complete checkout, simply click the "Apply" button next to the "Shipping Method" drop-down box, and you will see you new order totals on the right side of the checkout screen.
Does UPS expedited shipping come with a guarantee?
No. If your order arrives later than it should have, please contact us via the customer service web form available here. We are not responsible for delivery delays caused by inclement weather. Please keep in mind that UPS expedited shipping refers to the time in shipping, and not the total time it will take to receive your order. All orders require a processing period of 1-2 business day so if you place a Next Day Air order for an in-stock item on Friday, it will probably ship out on the following Monday and arrive on Tuesday.
Will I be charged a customs fee for my order?
All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees we charge for your order do not include custom fees. If you're unsure of your country's laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order. We are prohibited by law from declaring ordered merchandise as "Gift" on customs forms.
I want to change the delivery address but my order has shipped?
Unfortunately we don’t have the ninja skills to track down your parcel in the post and change the address. So the address you enter when you purchase the shirts is the place it is headed. There is a tiny chance UPS might be able to help you though, so give them a hola on 1-800-PICK-UPS and see what they can do for you, make sure you quote your tracking number.
Can you tell UPS to leave my order in a safe place outside my house if I’m not home?
As we don’t personally know each and every UPS driver out there we can’t guarantee the driver will be comfortable leaving your valuable Hello Fresco tee outside, but that depends on driver and what he thinks is best for you and your cool new tee.
Is it possible to collect my order from the warehouse?
Unfortunately, any order placed on hellofresco.com must be sent through the mail.
Is hellofresco.com a secure site?
We wouldn't be selling t-shirts to you if our site wasn't :-) Our site is built on ruby on rails utilising the highest available security measures. Payment are processed via PayPal, both using industry-standard SSL encryption.. For more on PayPal security, click here
What forms of payment do you accept?
All transactions are conducted in US Dollars through PayPal only, which is also used to accept credit card payments.
What is the "card verification number"?
If you're paying with Visa, Mastercard or Discover, you must provide the credit card verification number in order to place your order. This is the three-digit number located on the far right side of the signature line, on the back of your card. For American Express, it's the four digits on the front of the card. If you cannot read this number on your card, please contact your issuing bank or financial institution. We cannot accept orders without this number.
My card is not working, but Im sure there are no problems with it?
Your card might be declined for various reasons. Please check to make sure that the name and address entered in the "Billing Information" field are entered exactly as this information appears on the statements you receive from the issuing bank or financial institution. Also, confirm that the credit card number, expiration date and card verification number are correct. If this doesn't work, please contact your issuing bank or financial institution to verify your information, and make sure there are no holds placed on your account. If trouble persists, please fill out the customer service form here.
Is my personal information kept private?
We do not resell or distribute your addresses, phone number, email address or any other personal information to anyone. Your phone number and email address will only be used if we, or the courier delivering your package, need to contact you with a question about your order.
Order changes or cancellations after placement?
Our speedy order processing has one bad side and that is that once you have placed an order we cannot accept cancellations after the order has been made so please be careful when ordering and check all information you provide to us.
What happens if I order something out of stock?
We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to either your PayPal account or Credit Card for any items we cannot ship. We will also contact you to let you know that we have modified your order.
Am I able to return or exchange a t-shirt?
As long as the tees are in original condition & packaging, unworn & unwashed and returned back to us within 30 days of purchase we will accept the return and offer you a refund of exchange. Shipping fees are not refundable and we will charge you to post out the replacement tee. All item exchanges and returns require a 1-2 week processing period once the items arrive in our warehouse. It is best if you send your return with an insured courier and even better if you send it with a tracking number. Items lost in transit are not our responsibility.
Please send all items for return or refund to:-
Hello Fresco Store Returns
800 Interchange Blvd.
Austin, Texas 78721