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...
Q. Do you have a printed catalog?
A. Not at this time. Because our inventory changes rapidly it is a more tedious process than we had originally hoped. The best way to be notified of sales and such is to be on our mailing list and you'll be sure to know, otherwise bookmark us and check back regularly!
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!
Q. Why can't I order outside the US
A. We just aren't set up for it right now. We used to, and we will again soon. Sorry.
Q. Do you accept foreign orders?
A. Not at this time. See above.
Q. How do I know if my order went through?
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.
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 do try and ship orders the same day but if you order later in the day (after 1 pm PST) 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 night 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, and from the date SHIPPED, not the order date. Same for overnight, same for ground.
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. 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 order number, 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, garment 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.** Some items we will not take back due to health reasons. These include cosmetics, hosiery, earrings, wigs, hats/ski masks, and any sort of bathing suits or intimate wear. 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. If we determine that you have returned damaged/used/worn goods to us, it will your responsibility to pay to have them shipped back. ****FYI**** While our regular leather items are returnable, custom leather orders are NOT RETURNABLE! Thank you!
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.
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. At this time the only special orders we do are for custom leather goods (non-returnable).