Your Cart: $0.00 View your cart

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 visit the Customer Service page.

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 if we have not been notified of the change in time for the new issue release.  

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 might take longer. Orders containing prints may take 3-5 days to ship.   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.

Current Product Shipping Status: Please allow 3-5 business days for Print production prior to shipment.

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 3-9 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, such as UPS Next Day or UPS 3-Day, is also available. When using those methods please remember that our warehouse requires one business day for order processing. Thus, expect a UPS Next Day shipment to arrive two business days after the order was placed. For 3 Day, look for the package after 4 business days. Orders shipped via UPS will not be delivered on Saturday, Sunday, or on national holidays. Also, please note that UPS does not ship to PO Boxes.

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 here and clicking the "time in transit" option. Our start location is: Austin, TX 78721.

Can I track my order?
Tracking information for expidited shipping methods is available through your order information page; this link is available in your order 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: Austin, TX 78721. 

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 UPS 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. Please keep in mind that UPS 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 a Next Day Air order for an in-stock item on Friday, it will probably ship out on the following Monday and arrive on Tuesday.

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 cannot change the shipping address for orders that have already gone out, and the US Postal Service is not able to change delivery addresses once an order has been shipped. UPS can occasionally change the shipping address, but not very often. You can contact them at 1-800-PICK-UPS, with your tracking number, to see if your address can be changed, but the chances they’ll be able to do it are low, and changing the address will almost always delay the delivery for a few days. 

Can you tell UPS 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 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 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 Google Checkout, both using industry-standard SSL encryption. For more on PayPal security, click here. For more on Google Checkout 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 & Google Checkout. 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 info@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 RETURN MAGAZINES. 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 Store Returns
800 Interchange Blvd.
Suite 102
Austin, Texas 78721

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.