FAQ

How can I contact Kill Screen customer service? 

If you have any questions or queries about your order or ordering that aren’t answered by the information on this page please email customerservice@killscreenmagazine.com.

I subscribed a while ago and I need to change my address since I’m moving. What do I do?
Please email us at addresschanges@killscreenmagazine.com. We’ll make the change as quickly as possible, but to be safe we ask that you allow six weeks for changes to be made, as the your address gets sent to our fulfillment team well before the shipments are made.  Please Note: Kill Screen is not responsible for subscription issues mailed to old addresses due to late notification.  

Can my subscription start with issue X instead of the current one?
We’d like to be able to do that, but we currently can't accommodate custom subscriptions. You can always buy a back issue and then buy a new subscription.

My store is interested in stocking Kill Screen.
If you would like to enquire about KS wholesale, please email wholesale@killscreenmagazine.com 

When will my order ship out? 
Most orders of in-stock merchandise ship out the business day after you place your order, although sometimes it may take longer. Once your order has been shipped you’ll receive another email to let you know it’s on its way. We do not ship on weekends or on postal holidays.

What delivery methods do you offer, and how long does it take?
There are a variety shipping methods available, depending on where you are located and how quickly you would like to receive your order.

For US Orders: Standard shipping uses a variety of carriers and typically takes 4-14 business days for delivery. If your shipping address is a PO Box or an APO/FPO address, your order will be shipped via the US Postal Service.
 

Expedited shipping (2-5 business days) is also available. When using those methods please remember that our warehouse requires one business day for order processing. 

For International Orders: Standard shipping usually takes 2-5 weeks for delivery, PLEASE NOTE: these orders may sometimes take longer due to delays in customs. International and military orders may experience delays in shipping due to inbound and outbound processing. No tracking information is available for orders shipped outside the United States, although an estimated arrival time can be calculated on the UPS website by entering your delivery details and clicking the "time in transit" option. Our start location is: Brooklyn, NY 11201.

Can I track my order?
Tracking information, if available, will be provided in your shipping confirmation email Please note that some Standard Shipping orders and International Shipping orders do not have tracking numbers assigned to them but an estimated arrival time can be calculated on the UPS website by entering your delivery details here and clicking the “time in transit” option. Our start location is: Brooklyn, NY 11201. 

How much do the different shipping methods cost?
These vary based on the weight of the items in your order and the ship method you select. Rates are calculated before checkout is complete, so feel free to try multiple methods for the best fit. To see different ship rates before you complete checkout, simply click the “Apply” button next to the “Shipping Method” drop-down box, and you will see you new order totals on the right side of the checkout screen.

Does expedited shipping come with a guarantee?
If your order arrives later than it should have, please contact us via
 info@killscreenmagazine.com. We are not responsible for delivery delays caused by inclement weather or customs delays. Please keep in mind that expedited shipping refers to the time in shipping, and not the total time it will take to receive your order. All orders require a processing period of 1 business day (3-4 business days for orders with print-on-demand items) so if you place an expedited order for an in-stock item on Friday, it will probably ship out on the following Monday and arrive 2-5 business days after that.

Will I be charged a customs fee for my order?
All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees we charge for your order do not include custom fees. If you’re unsure of your country’s laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order. We are prohibited by law from declaring ordered merchandise as “Gift” on customs forms.

My order has already shipped. Can I have the delivery address changed?
We unfortunately cannot change the shipping address for orders that have already gone out.

Can you tell your shipper to leave my order on my porch if I’m not home to receive it?
The decision on whether to leave a package outside your home belongs to the USPS or UPS driver. Most likely, if you’re not home, the driver will leave the package in a safe location, if one is available. We don’t have any way of instructing the USPS or UPS driver to leave your package by your house if you’re not in, however; the decision is theirs.

Can I place an order and pick it up at your warehouse?
Sorry, all orders must be sent through the mail.

Can I cancel my subscription  and receive a refund for the un-sent issues?
Yes, we can accomodate subscription cancellations.  There will be a $10 cancellation fee for all cancelled subscriptions.  Please note that, if a new issue has already gone to print but has not yet been received, that issue may not be cancelled.  Please e-mail subscriptions@killscreenmagazine.com.

Is your site secure?
Your ecommerce transactions occur within Shopify, and your payment processing is handled by PayPal or Shopify Payments (using your credit card), both using industry-standard SSL encryption. For more on PayPal security, click here. If you have questions about secure commerce, please contact customer service via info@killscreenmagazine.com.

I can’t add more than one item to my shopping cart. What’s going on?
If you can’t add more than one item to your shopping cart, you probably need to enable cookies on your web browser. Cookies, small bits of information stored on your computer by your web browser, do not contain personal information or otherwise compromise your privacy. If enabling cookies doesn’t work, you can try accessing the site with a different browser, or contacting customer service to place an order.

What forms of payment do you accept?
All prices are in US Dollars. We accept Visa, Mastercard, American Express, Discover, & PayPal. We do not accept payment by check, money order or purchase order, and we do not accept orders through the mail. Please note that online orders may be executed with real-time credit card processing, and your card may be charged before your order ships.

What is the “card verification number”?
If you’re paying with Visa, Mastercard or Discover, you must provide the credit card verification number in order to place your order. This is the three-digit number located on the far right side of the signature line, on the back of your card. For American Express, it’s the four digits on the front of the card. If you cannot read this number on your card, please contact your issuing bank or financial institution. We cannot accept orders without this number.

There seems to be an issue with my credit card, but I don’t think there’s a problem with it. What’s going on?
Your card might be declined for various reasons. Please check to make sure that the name and address entered in the “Billing Information” field are entered exactly as this information appears on the statements you receive from the issuing bank or financial institution. Also, confirm that the credit card number, expiration date and card verification number are correct. If this doesn’t work, please contact your issuing bank or financial institution to verify your information, and make sure there are no holds placed on your account. If trouble persists, please email us at customerservice@killscreenmagazine.com.

Is my personal information kept private?
We do not resell or distribute your addresses, phone number, email address or any other personal information to anyone. Your phone number and email address will only be used if we, or the courier delivering your package, need to contact you with a question about your order. If you signed up for marketing, you may receive emails from us in the future for events, discounts, and new products.  

Can I change or cancel my order after it is placed?
We process orders very quickly in order to ensure the fastest delivery possible. Because of this, we cannot guarantee the ability to change or cancel your order once it has been submitted. Please be sure to check all information very carefully before placing your order.

What happens if I order something out of stock?
We work hard to prevent this from happening, but we do run out of products occasionally!  In these instances, we reserve the right to cancel your order for the out-of-stock item(s); we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.

Can I return or exchange an item I’ve purchased?
WE DO NOT ACCEPT RETURNS OF MAGAZINES OR DIGITAL ISSUES. However, other items in their original condition may be returned within 30 days of purchase for a full refund or an exchange. Note that neither the original or return shipping fees are refundable, unless we determine that we are at fault (damaged/defective items, etc.). We cannot accept clothing that has been worn or washed for returns or exchanges. Please return the items in the original shipping container with original packing materials to:

Kill Screen Media, Inc.
10 Jay St., Suite 308
Brooklyn, NY 11201

All returns require a 1-2 week processing period once the items arrive in our warehouse. Please send your return with an insured courier, preferably one with a tracking number. We are not responsible for items lost in transit.