Frequently Asked Questions

About Us
Q. Where are you located?
A. We are in the dark, strange, and scary (in the good way) Northwest. We have had a storefront for over ten years, but for the time being it is easier for us to serve the wicked of the world through our online business. So.. at this time we are a mail order only company. We do not have a storefront at the moment, but we reserve the right to do that again at any time, because that is where our heart is!

Q. How long have you been in business?
A. Slash N' Burn/Findcoolclothes.com has been in business, first as Delphina, now as Slash N' Burn/Findcoolclothes.com, since 1993. The more things change, the more they stay the same...

General Questions
Q. Do you have a printed catalog?
A. Not yet, but very soon. Our catalog is in process and it is quite a process. It should be finished sometime this year. It will be available to all of you who request it. And you can sign up on the site to get one when they're ready. Believe us, we're ready for it to be done!

Q. Can you give me a list of your suppliers?
A. We've worked for years to find and cultivate our friends and contacts on the darkside. You're more than welcome to do the same.

Q. I called you at 2am and you didn't answer. Anybody home?!
A. Please keep in mind that you are dealing with human beings, not a Wal-Mart/Hot Topic staffed 24/7 by underpaid lackeys. Our business hours are Mon-Sat 10AM-4PM PST. That means Pacific Standard time. Please don't call on New Years Day and expect somebody to answer the phone. We are often working late and odd hours so give it a try, you might get lucky. In the event that you do call during business hours and get the machine, we are most likely on the other line helping another customer. Just leave a message and your call will be returned promptly. We promise!

International Orders
Q. Do you accept foreign orders?
A. Yes. Our customers are from all over the globe. There are some countries that we're unable to ship to due to customs/import restrictions. If you see your country in the shipping options, then you're good to go. Note however, that all foreign orders are scrutinized very closely due to a particularly high level of fraud amongst certain unstable regions.

Q. Why won't you accept orders from Indonesia/Malaysia/Singapore/Romania/Russia etc.
A. Unless you've been under an internet rock, you know that these are hotbeds of fraudulent activity. Until the system gets better, the honest people in those places are probably going to be shut out along with the cheats.

Q. Can you mark my foreign parcel as a gift so I don't have to pay duty on it?
A. As much as we like to be your partner in subversion, sadly we cannot participate in this escapade. We can get hit with mail fraud, and we HATE IT when someone frauds us - and we go to extreme measures to make sure they pay - so we would not be happy if the same happened to us because we marked your $150 leopard coat as a $15 gift!

Ordering
Q. Can I pay via Paypal?
A. Sadly, no. Long story short, although Paypal had been good for us in the past, fraud activities have increased significantly in the system and we are no longer willing to take that risk. Slash N' Burn/Findcoolclothes.com provides a variety of payment options utilizing our own secure merchant account. We accept Visa and Mastercards as well as mailed in checks/money orders.

Q. I don't have a credit card. Can I order from you with a Money Order?
A. Absolutely! Make your order through the site and choose 'Money Order' during the checkout process. Send your MONEY ORDER in US funds (Use the currency converter if you're an international customer) along with a copy of your order or your order number on it (printed right off the site or make your own) to: Slash 'N Burn Web Sales, 941 West 3rd Avenue, Eugene, OR 97402 USA When you place a mail order through the site, you will receive a confirmation email. We will not hold items for you while we wait for your mail order. So please get it in to us QUICK! Our system is derived from an inventory database, however it is ALWAYS 'prudent' to email us first to see if we have it in stock. **Note, your order will not ship until your money order clears at the bank. So please don't send us nasty emails a week after your order wondering where your stuff is.... Because of past fraud, we have to wait 5-7 BUSINESS days for the bank to process your money order and verify it's authenticity before we can ship. We don't automatically hold merchandise while waiting for your payment, so giddy-up! However, if you tell us when to expect it, we can hold something out for you. We're here to help, so let us know.

Q. How do I know if my order went through?
A. When you place an order online, you will receive an order confirmation/receipt in your email. If you do not receive an order confirmation/receipt email, then you most likely didn't type in a valid email address (very common). You might be amazed at how many people misspell their own email address! Email us at Findcoolclothes.com or call us to verify your order. 1-541-343-3225 Mon-Sat 10-4 PST. Note: This applies only to internet orders, not mailed in orders.

Q. How long does it take?
A. Typically, your order will ship within 24 to 48 hours. If you need to receive your order by a specific date, PLEASE note that on your order! If your date cannot be met, you will be notified. You can make the decision to cancel, change shipping options, or wait. We pride ourselves on getting your stuff out to you fast so you like us and shop again with us! However, holiday mania, a mad concert rush, night of the living dead, etc, means that there are times that your item may be out of stock, or will take an extra day. Again, MOST OF THE TIME, your order ships quickly. We do sometimes drop ship our leather shoes. Although we carry most of them in stock at all times, we occasionally will have our supplier send them to you to expedite the process. So for shoes, expect a 2 to 3 week turn time (that way you'll be most impressed if it's only 5 days!), unless otherwise notified.

Q. Where's my Stuff!
A. See above question. And if you ordered later on Friday, Saturday, or Sunday and chose next day shipping, please don't email or call on Monday morning yelling because you haven't gotten anything yet (it happens all the time). Fed Ex does not count weekends as delivery days (although they can do special Saturday delivery) and the USPS doesn't work on Sundays. We try and ship orders the same day but if you order later in the day and there are other customers in front of you, then your order won't be processed until the next business day. If you need that shirt by Friday nite and haven't told us or put it in the special instructions, then WE DON'T KNOW! Be a grown-up, take some responsibility, and communicate. We don't have a staff psychic on duty. The more info we have the better we can serve you! And please read the shipping options when you're checking out. When Fed Ex 2-Day says 2 business days, they mean BUSINESS days, not total days. Same for overnight, same for ground. If you're an international customer, we occasionally hear of delays in different customs areas, so please be patient and let us know and we'll find out whatever we can to help. Please allow up to 30 days for customs processing as well as time for delivery.

Q. How do I find out the status of an order?
A. Our new system will allow you to check your order status through a link on the main page or through your member login. This element is not quite ready yet but very soon. Until then, we can let you know through the email address you provided with your order.

Q. Can I order over the phone?
A. A. Abso-frickin-lutely! Hell Yeah! We enjoy and even encourage phone orders, especially for rush items. We can take your order and help you with clothing measurements, outfit ideas, and any other quesions at 1-541-343-3225 Mon-Sat 10AM-4PM PST. If you get our machine, leave a message. We're on the other line with customers and madly ordering up more good stuff for you to wear! We promise, we WILL call you back!

Q. Can you ship my order to a different address other than my credit card billing address?
A. Sorry. Our merchant service provider isn't as generous with us as we'd like. If someone defrauds us, then the money gets deducted from our account. Meaning, we're out of the item PLUS the money that was charged for it. So when you order, we need your billing address and the 3 digit security code. We're not rookies, we've been taken before. If you like our site as well as others like ours, you will respect our policy on this. It keeps costs down for everyone - and keeps us there for you.

Policies
Q. What is your return policy?
A. We offer a 15 day money-back guarantee. That means postmarked by you within 15 days after you receive it. Cosmetics and hosiery are not returnable for health reasons. We will not refund any shipping expense UNLESS any of us at SlashnBurn messed up. And in that case, we will reimburse you for the shipping to and from. You do not need a direct authorization from us to return an item. In your package you will receive a return form. Simply fill it out and send it back to the address on the return slip. In case you did not get a return form sent to you, this is what you need to do: Wrap the item(s) up and get them into a nice secure box. Take it to your shipper of choice and for your own benefit, insure it and request a delivery confirmation. This may cost you an extra buck or so, but it'll be worth it to you if it gets lost! Then write a note telling us your full name, address, phone number, email address, what you're returning and why and most importantly what you want us to do! If you want an exchange, please tell us what the item is and the size/color. You will NOT receive any hassle from us AS LONG AS your return is postmarked within 15 days of receiving it (we know when you get it, so don't try to be tricky!) and as long as it is in original condition. And we're sorry to even have to say this, but original condition means: shoes AND shoe box in original condition, garmet tags must still be intact, no deodorant stains, animal hair, colognes, perfumes, lotions, body grease, makeup, bodily excretions, cigarette smoke or foul smells must emit from the pristine package you initially received! And, please do not wash it and expect a refund. All shoes and boots that are returned to us for a refund are subject for a 15% re-stocking fee. This does not apply to shoe/boot exchanges.

Products
Q. Do you know where I can buy a particular item at a store rather than online?
A. No. But that's the beauty of the internet, now isn't it?

Q. I need tights in a bigger size. Why can't I select size?
A. Hosiery is one size fits most unless otherwise noted. Stripey tights and fishnets are available in plus sizes. If we do not show we have a Plus size, then we probably don't. But you can always email us and we'll carry them if people ask.

Q. Can you special order something for me in a larger/smaller size?
A. Maybe. We can check, it can't hurt to ask!