FAQs

I have an issue with my merch; who do I contact?
Please contact us at sales@joolstv.com so that we can better assist you with your issue.

When will my order ship, and when will I receive my order?
All orders are processed within 2-5 business days. The typical shipping delivery time frame is between 7 to 10 business days; however, you may receive your items much earlier. All orders are shipped with tracking numbers so you can track them every step of the way! Packages may be faced with delays beyond our control, such as customs or postal delays.

Will the design on the shirt peel or fade?
No, all designs use the direct-to-garment (DTG) printing technology. We use high-quality inks that won't fade for a long time if taken care of properly.

Remember that the original manufacturer's care instructions don't consider the DTG printing process. So we suggest following the care instructions on the product page/shirt to learn how to properly take care of your item(s).

Why does my shirt have a vinegar smell?
You might notice a vinegar-like smell or an off-white residue when unpacking a new shirt or hoodie with a direct-to-garment (DTG) print. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process, and it's not permanent.

A fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric; without it, the ink would flake off the garment.

Can I edit my order after it's been placed?
Unfortunately, we cannot edit your order once it has been placed. If you forget to add an item, a new order will have to be placed, or you can cancel it (refer to next question)

If there is a typo in your shipping address, please contact us and refer to your order number.  

Unfortunately, we cannot change your entire shipping address nor can we change or edit your billing address due to security reasons and for the protection of the customer. 

What if my shirt doesn't fit, can I return or exchange it?
If you’re not completely satisfied with your order, you can submit a Request for Return by emailing us at sales@joolstv.com. Include the Order Number and the reason for your request. We will review the issue and do our best to improve it!

JOOLS TV does NOT offer refunds on purchases, but we will issue an e-gift card for your purchase, minus any shipping costs. The e-gift card will be issued to the email associated with your order and will be processed within 3 days of us receiving your order back.

JOOLS TV reserves the right to refuse your return. We urge you to refer to the size & color charts before ordering.