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Frequently Asked Questions
General Information
| Q: |
Is Twilight Teez run by Stephenie Meyer or any of the other artists represented on your site? |
| A: |
Twilight Teez, LLC is an independent limited liability company separate from all authors or artists whose work is represented on our site or their publishers or agents. Any answers, statements or opinions stated by Twilight Teez, LLC or its representatives are not to be considered in any way as statements or opinions of said authors or artists or their publishers or agents. Said authors or artists do not own or operate Twilight Teez, LLC. |
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| Q: |
I really want to get in touch with/send a package to/send an e-mail to/call Stephenie Meyer. Can you forward a message/give me her mailing address/give me her e-mail address/give me her phone number? |
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We here at Twilight Teez are respecters of privacy. We are under strict confidence with Stephenie Meyer and will not divulge her e-mail address, mailing address or her phone number to the general public. We are also unable to forward her e-mail messages sent to her through us either by direct e-mail or through the comments sections of our store, web site, or forums. The best way to send Stephenie a message is to use the fan-sites that she frequents. To see what sites she visits regularly, you may go to her web site, click the Twilight Series tab, and then click the Fan Sites link. |
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| Q: |
Is there an official "I Love (character name) Fan Club" that I can join? |
| A: |
Interestingly enough, we have only recently started receiving inquiries relating to formal fan clubs for our current "I Love" series of shirts. At this time, we are not aware of any actual fan clubs for Edward, Jacob, Alice, or any of the other main characters in the Twilight series of books. The shirts are more or less a play on words, however wearing one certainly proclaims your support for that particular character. There are not official fan clubs with all the trimmings (i.e. newsletters, signed photos, cool fan club pens, etc). The closest things to a real fan club for any of these characters that we know of are the various fan web sites set up around the web by other fans of the stories. The Twilight Lexicon is the most prominent Twilight fan club for the US. Others can be found on Stephenie's Fan Sites page. |
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| Q: |
Can I order by phone? |
| A: |
You can call our toll free number at 1-866-774-9032 to place an order over the phone. |
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| Q: |
Is it safe to buy things on the internet? |
| A: |
Yes - despite what some hold-outs still think, online transactions are much safer than traditional retail. We use the latest encryption technology, 256-bit SSL encryption technology, which secures your sensitive information before it ever reaches the internet. And once there, breaking it would require trillions of years of continuous computation. Also, when we process your order, your credit card information is not even seen by human eyes in most cases. Compare that to what typically happens at a restaurant, for example, where your credit card completely disappears for a time - totally out of your sight and control. Kind of like Kevin Federline's rap career. |
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| Q: |
I am a retailer interested in selling some of your Twilight Teez products in my store. Do you offer wholesale pricing? |
| A: |
Please visit www.twilightteezwholesale.com for all the pertinent information on qualifying for a wholesale account. |
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| Q: |
Do you offer gift certificates? |
| A: |
We are happy to say that we now offer gift certificates. To learn more about how these work, please visit our Gift Voucher FAQ at http://twilightteez.com/gv_faq.php. |
Product Design
| Q: |
Who designs your shirts? |
| A: |
For the products listed as Official Stephenie Meyer Designs, the graphics and specifications for the shirts are provided by Mrs. Meyer herself. We have contracted in the past with other artists as well who provide their product designs and specifications in similar fashion. Other designs come from our customers or our own graphic design department. |
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| Q: |
I have an idea for a shirt. How do I submit it? |
| A: |
Twilight Teez loves to see the different ideas from our customers. For that reason, we are more than happy to consider your ideas for shirts. While we used to have an idea submission page, we have found that it's simply easier to have you send us your ideas through e-mail.
Simply send your ideas to ideas@twilightteez.com. If you have graphic images to include, we ask that you keep them to a resolution no greater than 800X600 with a dpi of no more than 72. If we decide we want to use your work, and we need a copy of the artwork, we will ask for a high resolution version of the image. You can also submit images via web page links.
We have a standard compensation plan if we decide to use your idea. Depending on complexity, we will pay you anywhere between $50-$200 for the concept. Our purchase of your idea includes the copyright to the idea, which means that once we pay for the concept, you cannot use it anywhere else - we own the work. We will also give you a few shirts with the design on it once we have it made up.
All works related to Stephenie Meyer's Twilight series must be approved not only by Twilight Teez, but Stephenie Meyer as well. We are also limited in scope to Twilight materials due to related movies being produced.
If you have any questions, please feel free to contact us. |
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| Q: |
I submitted a shirt idea, but I never heard back from you. Did you get it? Was it accepted? What's going on? |
| A: |
Since we started accepting shirt ideas, we have been inundated with idea concepts. Unfortunately, we simply do not have the time to respond to everyone. We do review all ideas, and those who have submitted ideas we think could be turned into profitable products will be contacted. We appreciate every single idea that comes through, and we encourage you to continue to use the Idea Submission Page. Please keep in mind that we are limited to certain specifics relating to the Twilight series. For example, we cannot use anything related to the books other than the text. The cover images are not ours to use for the purpose of selling a shirt.
We'd also like to encourage other concepts in shirt ideas. Twilight Teez will also be selling products that are not directly related to Stephenie Meyer's book series. So if you have something that's not related, but think it might make a cool shirt, feel free to submit that idea as well. |
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| Q: |
Hey! One of your shirt products looks very close to an idea I submitted. Why was I not contacted or paid for the idea? |
| A: |
There are a couple of reasons this may have happened. First and foremost may be that you were not the only person to submit a particular idea. This actually happens quite a bit. We have several ideas in our database that are very similar to each other (especially ones that quote lines passages from one of the books).
In the event that similar ideas submitted by more than one person are being considered for a product, every attempt will be made to contact all persons who have submitted the ideas. The final decision as to who's idea is accepted and who will be compensated is up to Twilight Teez, LLC or - in the case of Twilight-related ideas - Stephenie Meyer. All decisions are final.
There is also the very rare possibility that our own staff - working independently from our Idea Review Panel (IRP) - may have created a new product on their own, completely unaware that a similar concept was submitted as an idea. All attempts are made to ensure that our own creations do not infringe on concepts already submitted to us for consideration. In the very rare event of this happening, Twilight Teez, LLC will review the situation and, if necessary, follow through with our compensation plan outlined on our Idea Submission Page. Decisions regarding ideas and compensation are solely at the discretion of Twilight Teez, LLC. All decisions are final. |
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| Q: |
I submitted a shirt idea, but I have never heard back from you. Is my idea still being considered? Should I give up? How long should I wait before trying to submit the idea again? |
| A: |
In the words of Peter Quincy Taggart, "Never give up! Never surrender!" In other words, unless it's been a very long time (months...years?) don't assume that we have simply blown off your idea. It may be that the timing for the product idea is not right. Or perhaps the resources for your particular idea are not available to us at the time (this could easily be the case if your idea requires, say, ink that changes colors). Simply put, unless our database becomes excessively large or it is lost due to some catastrophic system failure, we don't delete your ideas. And something that didn't seem to work before may very well work later.
And if you don't know who Peter Quincy Taggart is, then you simply must go rent the movie Galaxy Quest right now! |
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| Q: |
Can you customize one of your products for me? |
| A: |
All of our t-shirts are screen printed. This means that there is a setup process for each and every design, which makes customizing a particular product for only a few shirts very costly and time consuming. Unless you expect to order a relatively large number of shirts (for example, 100 or more) we cannot accommodate requests for customized shirts. You have the option of suggesting a new design by submitting an idea to us through our Submit A Shirt Idea link in the Information box on the left. If we like your idea, we will even pay you for it! |
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| Q: |
I like the designs by Stephenie Meyer, but there is one small part of the design that I do not like. Can you make a change for me? |
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We have actually received quite a few requests for specific changes to be made to some of the shirts designed by Stephenie Meyer herself; a different color shirt, or removal of a particular part of the design altogether, etc. The answer is similar to the above question about customized designs, with a slight twist. The Stephenie Meyer designs are hers, and she alone holds the copyrights on them. Twilight Teez, LLC simply has a contract to be the exclusive manufacturer and distributor for her work, but we cannot make any changes in any way, shape or form. However, suggestions are always welcome and we can pass along any ideas you may have. Who knows, Stephenie may agree to the change and OK a new design option. |
Payment Methods
| Q: |
Do you accept checks or money orders? |
| A: |
As of march 20, 2009, we will only accept Money Orders. We no longer accept personal checks. Paying with a money order will increase the shipping time as we will ship your order only after your money order clears the bank. For our international customers, we can only accept money orders drawn in US funds. PayPal also allows you to securely send an e-check from your bank account, which can decrease the time frame in which we can ship your order. If you wish to send us an e-check from PayPal, the correct address is paypal@twilightteez.com. |
Shipping
| Q: |
How long will it take to get my order? |
| A: |
We use United Postal Service (UPS). Ground service typically takes 2-10 business days from the date of shipping, depending on where you live.
We also use USPS Express Mail service for domestic and International shipping.
We generally fulfill orders on the next business from the date your order is processed. There may be an item temporarily out of stock for a few days and may take a little longer. For Ground shipping allow up to 10 business days for delivery.
Domestic USPS Express mail orders are typically processed within one business day. Domestic USPS Express Mail can take up to 2 days for delivery once it has shipped from our site. These limited options enable us to ship to P.O. boxes and to military APO/FPO addresses, as well as any address with a valid United States zip code.
For our international customers we use USPS Priority Mail or Express Mail International, with shipping time frames that vary from country to country. Getting your order through customs has been known to take as long as four weeks depending on the country. Express Mail International typically takes 7 days, but could take a little longer.
NOTE: It is the package recipient's responsibility to pay customs and duty fees that may be imposed by that country's Customs agency upon time of delivery.
We understand that you are anxious to receive your items. If you have any special requests for shipping, please let us know. There is a spot in the order checkout process that will let you include any special instructions you may have for your order. Take advantage of this. If you have any further questions regarding shipping, please use our Contact Us page to send us an e-mail. |
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| Q: |
Why did your shipping rates recently increase? |
| A: |
We are at the mercy of the changing economy and when rates are raised on us, it si customary to pass them along. |
Refunds and Exchanges
| Q: |
I ordered the wrong size shirt. Can I exchange it for a different size? |
| A: |
The best way to get an exchange for a shirt that is the wrong size is to start the refund process for the shirt you have, and place a new order for another shirt of the right size. If you created an account with us you can login and create a refund. If you didn't register an account, simply use our Contact Us form and let us know the situation. |
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| Q: |
I changed my mind! I don't want the shirt I ordered. Can I exchange it for a different shirt? |
| A: |
The best way to get an exchange for a shirt that is the wrong size is to start the refund process for the shirt you have, and place a new order for another shirt of the right size. If you created an account with us you can login and create a refund. If you didn't register an account, simply use our Contact Us form and let us know the situation. |
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| Q: |
Do you accept refunds? |
| A: |
We will accept a refund minus shipping and handling fees, with the following limitations:
1- For apparel, the refund process needs to be started within 30 days of the ship date and not have been washed or worn. If you created an account with us you can login and create a refund. If you didn't register an account, simply use our Contact Us form and let us know the situation.
2- For jewelry, we highly recommend that you inspect the product within 3 days of delivered receipt and report any damage or defects for a refund or exchange. After this time frame it will be harder to qualify for an exchange, but we do have the option for a nominal repair fee if necessary. |
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| Q: |
How can I cancel my order? |
| A: |
If your item has not yet shipped (generally within one business day), simply call our toll free number at 1-866-774-9032 or send us an e-mail requesting the cancellation. We will then cancel your order through our system and issue a full refund if a payment has already been processed.
If your order has already shipped, you may refuse the package when it arrives, or write "return to sender" on the package and take it to a local post office. When we receive the package we will issue a refund, minus the shipping charges. |
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| Q: |
My package was returned to sender by the Post Office due to an insufficient or unknown address. Why is a refund given instead of just letting me give you a correct address? |
| A: |
If the incorrect address is not the fault of Twilight Teez, LLC, then we are not responsible for the new shipping charge to resend your order with the correct address. We will attempt to contact you of the returned status by email. Since we do not keep credit card information in our system we cannot just charge the extra shipping, so if we cannot get in touch with you, we will process a refund on the returned items. We then ask that you resubmit your order to appropriately calculate and charge the shipping to resend your order. |
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