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. We are not able to offer exchanges. Damaged goods will be replaced if due to our negligence.
"I love your commitment to social justice causes, and supporting them financially with our purchases. Right on!"
Thank you so much for the love and support. We are a small brand staffed by three to eight local community activists, artists, and teachers depending on the month. We all volunteer our time and efforts, so we can raise and donate the most money possible.
"More plus-sized options, please."
--New York City.
Yes. We do need to expand into plus sizes and extra small sizes. MOQs are tough for a small brand like ours, but we do hope to expand our size selection soon. Thank you for supporting us.
"Products are great and unique! I love them."
Awww. Thank you. We love you, too.
"Adding a front opening/pouch would make everything so much, so far 9/10. 10/10 if open pouch is added :p."
So far, only our first design, the CHULO Sport Boxer Briefs in red or black, has the fly front. We have a few fly-front options premiering at our next NY Fashion Week Charity Show. Let's see how they do on the runway. If these designs generate a lot of interest and buzz, we just might produce some new fly-front designs. Thank you for being a loyal fan.
"Already referred three people to CHULO!!! Wepa!!!"
--New York City.
So cool. Thank you. Can't wait to get those selfies, so we can post them all over our social media and the CHULO website.
"The models are soooooo hot!"
You should be a CHULO model, too. Think about it. We love featuring our fans because CHULOs come in all shapes and sizes and ages and colors and backgrounds. We'd love to post your selfies all over our social media and the CHULO website.
"The pride underwear faded significantly after one wash."
Yes. That was our first-ever pride design, the CHULO LGBTQ Pride Flag Sport Trunk. CHULO doesn't own a manufacturing plant. Instead, we contract with different manufacturers to produce different underwear designs in small batches. That year, the manufacturer made two batches for us. The first batch was great, but the second batch was not. We are so sorry this happened to you, but we are thrilled you are still a customer despite this mishap. We no longer sell that design, and we no longer work with that manufacturer. Thank you for your long-term support.
"I love how unique the products are and the great customer service you guys have. I love how you guys have customized my products for me in the past and hope you continue to have that option available! Thanks! ☺️"
Thank you for being a customer and supporter for so many years. Unfortunately, we have discontinued the customized, hand-painted option. The costs were prohibitive and quality control was an issue, but it was so great being able to hire and pay young local artists to do custom work. Maybe one day soon, we can bring it back.
"I love chulo product. Very comfortable to use."
Thank you so much for your patronage and support.
"I love the product and my last ordering experience. I bought the red/black pair on the holiday special. I’ve had this Chulo style before and wanted another couple of pair. I had difficulties getting the Black Friday special to work (probably my lack of tech savvy) and finally just placed the order through the website, foregoing the discount. The person at Chulo who had tried to help me with the discount noticed my order, contacted me, and worked out how I could get a good deal by ordering the second pair. It wasn’t quite as good as the original special, but darn close. Not many businesses would do such a thing. It was much appreciated. I will definitely be back."
You've been an amazing supporter of the brand. Thank you so much!
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.