FAQ: Frequently Asked Questions
How Do I Place An Order?
CHULO Underwear can be purchased in several ways. 1. Click SHOP to go directly to our products. 2. You can visit our partner community-based organizations and community centers listed on the WHERE TO BUY tab above, and you can buy CHULO from them. Remember to check out their programs, too. And, 3. You can go to our CALENDAR tab to find out the festivals or events where CHULO will be promoting and selling live and onsite.
Payment & Shipping
CHULO currently accepts PayPal and credit/debit cards via PayPal when purchasing online. We prefer cash transactions during live events, but we can also accept payments through PayPal and Venmo. Our partner agencies can do cash or credit. Only purchases online can be shipped. Shipping costs vary according to the number of CHULOs purchased and the country to which the order is mailed. All orders are mailed via USPS first-class, priority or global priority via air mail. Please contact us via the online form if you wish to arrange other shipping options such as Express Mail.
Orders are accepted 24/7/365. However, please remember that CHULO is staffed by volunteers. This means orders are processed and shipped on different days and at different times on a week-to-week basis. Orders should be received within three to eight business days of purchase. Also, CHULO donates proceeds to a youth environmental justice organization; hence, we are trying really hard to reduce waste. Please understand that our packaging is minimal and some items may be repurposed. Your items will arrive in the simplest packaging we can do at the time. Update: Because of COVID-19, the USPS is currently operating 1 to 3 days behind schedule.
The CHULO brand works very hard to work with other local artists and businesses (mom and pop stores) when possible. This small act maximizes the effect of your money/donation/support because it means we are focused on the community all along the lines of assembly. Sometimes, though, dealing with smaller companies can lead to delays beyond our control. We ask that you be patient if it happens to your order, and we will do our best to make it up to you.
Sizing and Materials
CHULO owns no manufacturing companies. We contract with several manufacturers for our underwear and we purchase our other items (shirts and athletic gear) at closeouts or through wholesale; we also repurpose. This means that there may be variations in color, fabric, stitching or artwork--especially with any handmade designs. Our original underwear (Puerto Rican flag on seat, red with white piping, black with white piping, and white with black piping including our hand-painted underwear all fit snugly: for those wanting a looser fight, we recommend going up a size if choosing these four designs. All of our underwear since then and all other underwear designs were specifically tailored for the Western market--US and Latin America--and all of these underwear have more breathing room. All of our tees, tanks, hoodies and specialty items are also true-to-size based on US norms.
Returns & Refunds
CHULO is a new breed of urban wear that showcases cultural pride while supporting educational programs for our people via direct donations to established charities. Because proceeds go to charity, all sales are final. There are NO refunds. Damaged goods will be replaced if due to our negligence.
If you have any complaint about any quality issue, please contact us, and we will do our best to address your concerns. While our main goal is to create a fun way to reinvest in marginalized neighborhoods and at-risk youth, we also want to gain supporters as the brand grows because we do great work and provide a quality product. Our customers are all doing small acts of heroism with each purchase. We want to make sure we treat you right, too.