Frequently Asked Questions
- Web Site Issues -
Q. When I click a "Buy Now" button, nothing happens. How can I order?
A. We have found that some third-party browser add-ons can interfere with normal operation of some Web sites. If you have the Ask or Yahoo toolbar installed in your browser, try disabling or removing that add-on and see if that resolves the problem. In most cases, you will probably need to completely remove the add-on. See also instructions for removing the Ask Toolbar and instructions for removing the Yahoo Toolbar.
About Us
Q. Where are you located?
A. We are in the dark, strange, and scary (in the good way) Northwest. Eugene, Oregon to be exact. We opened a storefront in 1993, an online store in 1998 and we are here for you!
Q. How long have you been in business?
A. Slash N' Burn/Findcoolclothes.com has been in business, first a store front as Delphina, online 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-Fri 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. Additional Shipping Fees & Duties?
A. The customer is responsible for any taxes and duties which are levied by your Country, not by us, or the U.S A. Typically Postal packages do not have duties on them, that is a loophole in the system, but you still pay by virtue of having no tracking info, longer ship times, lost parcels, and customs delays over which we have no control. Fed Ex expedites packages through the customs process and then collects the duties of your country upon delivery. It cost a little more but it's quick and trackable. We don't have a master list or calculator for all various duties from around the world so we can't tell you what those charges are based on your purchase, but most people understand their system.
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/Nigeria, etc.
A. Unless you've been under an internet rock, you know that these and many others 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. I don't have a credit card. Can I order from you with a Money Order?
A. Yes, but.... We have just recently been informed that all international Money Orders now require an exorbitant processing fee and as such we can only process domestic US and Canadian Money Orders. If you are a domestic US or Canadian customer, make your order through the site and choose 'Money Order' during the checkout process. Send your MONEY ORDER in US Dollars (Use the currency converter if you're an canadian 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. Please note that returns made with money orders will be authorized for exchange or in store credit only. 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! Additionally, many customers find the email confirmations going into their bulk/spam folders, especially with yahoo and aol emails, so check there first. 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. Yes. We can take your order and help you with clothing measurements, outfit ideas, and any other questions at 1-541-343-3225 Mon-Fri 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!
Policies
Q. What is your return policy?
A. We offer a 14 day money-back guarantee. That means postmarked by you within 14 days after you receive it. Returns that are not sent in specified time frame will not be given authorization and return shipping will be at customer's expense. NO EXCEPTIONS! All return shipping (including to and from) is at your expense. Cosmetics, wigs, hosiery ski masks, and hats are not returnable for health reasons. Shipping expenses are not refundable unless we here 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 include a note with 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 14 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, dirt, 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, we've been at this a long time and we know what a new one looks like.**
All shoes and boots that are returned to us for a refund are subject to a 15% re-stocking fee. This does not apply to shoe/boot exchanges.
For returned items paid with money orders please note we do NOT give refunds. We will gladly exchange it, apply the amount for an in-store credit, or simply send you a gift certificate you can used towards a future purchase.
Finally, if we determine that you have returned damaged/used/worn goods to us, it will your responsibility to pay to have them shipped back.
Q. What is this additional charge after a charge-back?
A. A charge-back is when the customer disputes the sale. Our policy is that if the sale is valid, i.e., all the billing information matches your bank info and the package is shipped to that billing address and verified by the shipper and the customer still disputes the sale, then they are liable for all fees incurred by us to rectify that with the bank. This also applies to customers who return damaged/worn goods that we cannot resell and refuse to pay return shipping back to them but initiate a charge-back instead.
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!
