Frequently Asked Questions
Welcome to our most-asked questions. Everything here matches how we actually produce, charge, ship, and support your order—plain, transparent, and consistent with our policies.
Orders & Production
Q1. What does “print-on-demand” mean at Eagleblack?
A. Your T-shirt is printed after you place an order. This lets us deliver fresh prints, consistent quality, and responsible inventory. Most orders enter production within 1–2 business days (Mon–Fri, cut-off 6:00 PM PT).
Q2. Can I cancel or change my order after paying?
A. Yes—email contact@eagleblack.net within 2 hours of purchase (and before the 6:00 PM PT cut-off). Once production starts, we can’t change or cancel, but you can use our 30-day return after delivery.
Q3. Do you offer in-person pickup?
A. No. We’re an online, USPS-shipped service with no public pickup point.
Shipping & Delivery
Q4. Where do you ship?
A. USA only (all 50 states). We don’t ship to PO Boxes, APO/FPO/DPO, U.S. territories, or internationally.
Q5. Which carrier do you use and how long does delivery take?
A. We ship via USPS. After USPS accepts your parcel, typical transit is 5–7 business days (Mon–Fri). Transit times are estimates and may extend during severe weather or peak seasons.
Q6. What are your shipping rates?
A. Orders ≥ $199 ship free; orders < $199 ship for a flat $7.99. No handling fees. If we split a shipment, you won’t be charged extra.
Q7. When will I get tracking?
A. You’ll receive a shipping confirmation email with a USPS tracking link when your label is created. The first USPS scan usually appears within 24 hours. If tracking is stagnant >48 business hours, email us.
Q8. Peak season & holidays—will it be slower?
A. During late Nov→early Jan and around federal holidays, USPS and production networks can be busy. Processing may extend to 2–3 business days and transit can run 7–10 business days. We post advisories and updated ETAs when that happens.
Q9. Can I change my shipping address after ordering?
A. Email contact@eagleblack.net within 2 hours (and before 6:00 PM PT). After dispatch, parcels can’t be rerouted. If an address issue returns the package to us, we can reship (postage applies) or refund the item(s) once received.
Q10. My tracking says “Delivered” but I can’t find the package.
A. Check mailbox/porch/garage/back door, building mailroom, and with neighbors; look for a USPS notice; allow 24 hours for a premature scan. Still missing? Email us within 7 days with the order number and tracking link— we’ll open a USPS inquiry and help resolve.
Returns, Exchanges & Refunds
Q11. What is your return window?
A. 30 days from delivery (based on the carrier’s delivered scan).
Q12. What condition must items be in to return or exchange?
A. Tees must be unworn, unwashed, unaltered, free of odors/stains/pet hair/deodorant marks, and returned with basic packaging. Returns are mail-in only.
Q13. How do I start a return or exchange?
A. Email contact@eagleblack.net with subject “Return/Exchange – Order #12345”. We’ll reply with instructions and the correct return address. (Please don’t send returns to the address on the shipping label.)
Q14. Who pays return shipping?
A. If we misprint, ship the wrong item, or the tee arrives damaged, we cover return shipping or send a prepaid label. Preference-based returns (fit/color/change-of-mind) are customer-paid. Original shipping isn’t refundable unless the issue was our fault.
Q15. Can I exchange for a different size or color?
A. Yes. Fastest path: place a new order for the correct tee and return the original for refund. Or request a direct exchange via email; we’ll produce the new tee after your return is accepted in our system.
Q16. When will I see my refund?
A. Once your return is approved, we initiate the refund to your original payment method. Banks/PayPal typically post funds in 3–5 business days. Partial returns may recalculate order-level discounts.
Q17. Do you charge restocking or handling fees?
A. No restocking fees. No handling fees.
Q18. My order arrived damaged or was lost in transit—what now?
A. Damaged: email photos of the tee and outer packaging within 7 days of delivery—we’ll replace or refund.
Lost: if there’s no tracking movement for 10 consecutive business days, we’ll investigate with USPS and reship or refund once confirmed lost. Typical resolution: 5–7 business days after we have full details.
Payments & Security
Q19. What payment methods do you accept?
A. Stripe (credit/debit cards) and PayPal. USD only. No extra payment fees.
Q20. Is checkout secure?
A. Yes—TLS encryption on all payment pages. Stripe and PayPal are PCI DSS Level 1 providers. Eagleblack does not store full card numbers or CVV.
Q21. When is my card charged?
A. Cards may show an authorization at checkout. We capture the charge when your order enters production (usually 1–2 business days, Mon–Fri). PayPal is typically captured at purchase; if PayPal marks it pending/eCheck, production starts after confirmation.
Q22. I see duplicate pending charges.
A. Multiple form submits can trigger duplicate authorizations. Banks usually release extra holds automatically. If a duplicate actually posts, email contact@eagleblack.net and we’ll assist right away.
Sizing, Care & Quality
Q23. How do I choose the right size?
A. Use the size chart on each product page and compare with a favorite tee laid flat. If you’re between sizes, most customers size up for a roomier fit.
Q24. How should I care for my print?
A. For best results: wash cold, inside-out, gentle cycle; tumble dry low or hang dry; do not iron directly on the print. Proper care helps color and fabric last longer.
Q25. Will colors look exactly like my screen?
A. Minor differences can occur due to screen calibration and print processes. Such variation isn’t a defect, but if we miss the artwork or quality standard, we’ll make it right.
Pricing, Taxes & Promotions
Q26. Do you collect sales tax?
A. We don’t collect sales tax at checkout. Depending on your state, you may be responsible for use tax reporting.
Q27. Can I combine discount codes?
A. Unless noted otherwise, one code per order. Discounts apply to the merchandise subtotal (before shipping).
Need Help?
Q28. How do I reach you?
Company Name:Altamont Pharmaceutical Holdings, LLC
Address: 3031 Tisch WaySan Jose, CA 95128, United States
Email: contact@eagleblack.net
Phone: +1 (408) 479-7842
Business Hours: Monday – Friday 8:00 am – 6:00 pm (Pacific Time, PT)
Response Time: Our customer service team typically responds within 12 hours during business days
