faqs.

Do you ship internationally?

Yes, we do ship internationally.

What payment methods do you accept?

Here at nineone, we currently accept all major credit or debit cards with a MasterCard, Visa, American Express, etc. logo. You may securely check out through PayPal.

How long after an order is placed will it ship?

Please allow 3-7 business days for order processing and fulfillment. This does not include shipping time. Shipping takes an additional 3-15 business days for delivery.

What happens if my package is returned to sender?

If your package is returned to our warehouse please email us at orders@nineone.pt with confirmation of your shipping address and order number so we may investigate. If the reason for return by carrier is “insufficient address” we will be able to reship but the customer is responsible for any additional shipping charges. Please be aware, due to the high rate of package theft, some packages may require a signature and you may be required to be home to accept the package. If your package is returned due to “no signature” we will be able to reship but the customer is responsible for any additional shipping charges. If it is deemed cattier error we will be able to reship without additional charges to the customer.

How do I know what size is the right one for me?

Our sweatshirts and t-shirts are unisex. Each product page has its own size guide for your use. If the chart is cut off please attempt to decrease the zoom of your browser to expose the entire page. If that doesn't help you may email us at shop@nineone.pt for further assistance.

Why does the print on my t-shirt/sweatshirt look faded?

With DTG (direct-to-garment), designs are printed directly onto the garment and absorbed into the fabric. We use the DTG method for most of our t-shirts.

• DTG inks are eco-friendly, CPSIA-compliant, non-toxic, non-hazardous, and soluble in water. They're free from heavy metals, formaldehyde, and Alkylphenol Ethoxylates (APE).

 

• Opaqueness varies depending on the garment. Lighter weight garments with more cotton content, such as t-shirts will have a more opaque print result. Heavier weight garments, such as sweatshirts and hoodies, will have a less opaque print result because the fabric is thicker and will absorb the water based ink more. This results in seeing the garment through the print a bit.

What are the recommended care instructions for my garments?

Please check our washing care page.

Why does my shirt have a vinegar smell and/or a yellowish color cast?



When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white or yellowish residue. Don’t worry that is not unusual- its from a fixation agent applied during the printing process and it is not permanent.

 

Fixation agent (also known as pre-treatment) is used for all DTG prints. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

 

The solution is simply to wash the garment. Neither the residue nor the smell is permanent and both should go away after one wash. If it does not disappear after the first wash, please contact us with 2-3 clear photos. At least one should be of the full garment and a couple of up close photos of what you are seeing to shop@nineone.pt . Please send within the first 14 days of receiving your garment.

How do I report a problem with my order?

Please submit 2-3 good photos of the problem (at least one full shot of the product, and/or 2 different angles of the issue) and the nature of the problem to: orders@nineone.pt within the first 14 days of receiving your items. It is important to send your photos with your initial inquiry first to ensure we solve your problem as quickly as possible.

I received a damaged item, what should I do?

Please submit 2-3 good photos of the problem (at least one full shot of the product, and/or 2 different angles of the issue) and the nature of the problem to: orders@nineone.pt within the first 14 days of receiving your items. It is important to send your photos with your initial inquiry first to ensure we solve your problem as quickly as possible.

How do I make a return?

Currently, we are unable to process returns for non damaged items since all of our products are produced after we receive your order. Please review product description and size chart to ensure you purchase your desired fit. If you have any questions about a size before placing your order, please contact us.

How do I exchange an item?

We are currently unable to provide exchanges at the moment.