FAQ
Welcome to The Known Pack Help Center. We're here to make shopping easy, cozy, and stress-free. Below are answers to common questions about our nature and botanical art apparel, sizing, shipping, returns, and support.
Contact Us
Need help with an order?
We're happy to help. Please email us at hello@knownpack.com with your order number and the email address used at checkout, and we'll take a look as quickly as possible. You can also call 1-877-749-0111. Leave a message and we'll call you back within one business day.
Who runs The Known Pack, and where are you based?
We're an independent apparel shop owned and operated by Max and Anya Kutuzov in Littleton, Colorado. Anya designs every piece; Max handles orders and customer support. Our mailing address is 2679 W Main St, Unit #560, Littleton, Colorado 80120, United States. We're an online shop and don't have a walk-in storefront, so please email before sending anything by post.
How fast do you respond?
Our email support is available 24/7, and most messages are reviewed within 1–2 business days. We always do our best to help quickly and kindly.
Can I change or cancel my order?
Please contact us as soon as possible. Many of our items are made to order, so changes may not be possible once production begins, but we'll always try to help if we can.
Shopping Information
What kind of apparel do you sell?
The Known Pack makes art you can wear: nature and botanical designs created in Colorado. You'll find soft garment-dyed tees and V-necks, heavyweight long-sleeve tees, cozy sweatshirts and women's cropped fleece, watercolor all-over-print skater dresses, and embroidered hats, featuring butterflies, birds, wildflowers, our Denver Edition city series, and our dog-breed collection. Pieces made to bring a little of the garden into everyday life.
What's it made of?
We choose premium, made-to-last blanks for every piece:
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Premium Tees: garment-dyed Comfort Colors 1717, 100% ring-spun cotton with a soft, broken-in feel.
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Everyday Tees & V-necks: lightweight Bella+Canvas cotton jersey, soft and breathable. Heather colors are a cotton-poly blend.
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Long-sleeve tees: Bella+Canvas 3511, a heavyweight 6 oz cotton with a relaxed, boxy fit.
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Sweatshirts & hoodies: garment-dyed Comfort Colors 1566 crewnecks and 1567 hoodies, 80% ring-spun cotton and 20% polyester fleece. The hoodie is a heavy 9.5 oz with a jersey-lined hood. A few of our graffiti sweatshirts use Gildan 18000, a 50/50 cotton-poly fleece.
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Cropped fleece: Bella+Canvas 7505, a soft 52% cotton / 48% poly fleece with a women's cropped cut.
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Dresses: our all-over-print skater dresses are a silky 83% polyester / 17% spandex stretch blend, the fabric that all-over watercolor printing needs, and it drapes beautifully because of it.
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Hats & select tees: some pieces are embroidered rather than printed, stitched right into the fabric.
Each product page lists its exact blank and fit, with a matching size guide. Curious why we chose them? Read Why We Choose Comfort Colors for our tees and Why We Choose Comfort Colors Sweatshirts for our fleece.
Do you have designs for dog lovers?
Yes. Alongside our butterfly, botanical, and outdoor designs, we have a dedicated dog-breed collection inspired by the love people have for their dogs. Whatever draws you to the outdoors, there's something here for you.
Are your items good for gifts?
Yes. Our designs are made to feel thoughtful, warm, and personal. They make sweet gifts for nature lovers, gardeners, hikers, dog moms and dads, friends, family, and anyone who could use a little comfort or encouragement.
Some designs show cocktail glasses. Do you sell alcohol?
No. The Known Pack sells apparel and accessories only. A few of our designs and lifestyle photos, like our Denver Edition pieces, feature illustrated cocktail glasses as part of the artwork, but we don't sell, promote, or distribute alcoholic beverages, and nothing on our site is meant to encourage drinking. It's just art with a little city charm.
Will the colors look exactly like the photos?
Close, with one honest heads-up: garment-dyed cotton runs softer and more muted in person than screens show. Product photos are digital previews, and real pigment-dyed fabric has a gentle, lived-in character rather than bright screen color. The lighter shades especially, like Orchid, Blossom, and Butter, arrive as soft dusty pastels. That washed-soft look is the whole charm of Comfort Colors garment dyeing, but if you're hoping for bold and vivid, choose the deeper shades like Berry, Crunchberry, True Navy, or Pepper. Screen settings and dye lots add their own small variations too. And if a color arrives and it just isn't you, email hello@knownpack.com and we'll make it right.
Sizing & Product Details
What's the fit like?
Each product page has its own size guide matched to that exact blank, so please check it before ordering. As a general guide: our garment-dyed tees run relaxed and true to size (size up for oversized or if you're between sizes), our heavyweight long-sleeve tees wear boxy and relaxed (size down for a closer fit), and our women's cropped fleece runs true to size (size up for a longer, slouchier crop). Our Comfort Colors sweatshirts and hoodies are relaxed and roomy, and the crewneck and hoodie share the same body measurements, so one size works for both. Garment-dyed fleece can shrink slightly after the first wash, so if you're between sizes, size up. And if the size still isn't quite right once it arrives, don't worry. Email hello@knownpack.com and we'll make it right.
Will it shrink?
Only a little, and it's easy to keep that way. Our garment-dyed tees, sweatshirts, and hoodies are dyed and washed after they're sewn, which pre-shrinks them, so most of the shrinking has already happened before they reach you. Heat can still tighten cotton slightly, especially in the first wash or two, so wash cold, inside out, and tumble dry low or hang to dry. Skip the high-heat dryer setting and your piece will keep its size. If you're between sizes, or want a relaxed fit that stays relaxed, size up. Each product page links to its own size guide with exact measurements.
Are your tees and sweatshirts unisex?
Most of our tees, long-sleeves, and sweatshirts are designed with a comfortable unisex fit. A few pieces, like our cropped fleece, are cut specifically for women. Each product page notes the fit and includes details to help you choose the best size and style for you.
Are the tees screen printed, or are the designs decals?
Neither, and that's good news. Our designs are not decals or iron-on transfers, and they're not traditional screen prints either. Each piece, tee or sweatshirt, is printed directly into the fabric with water-based inks using direct-to-garment (DTG) printing. The ink becomes part of the cotton rather than a layer sitting on top, so there's nothing to crack or peel. It's also the only method that can capture the full color and detail of our watercolor artwork, and it keeps the fabric soft right where the design is. Wash cold, inside out, tumble low, and the art lasts as long as the garment does.
How will the print feel?
It depends on the piece. Most of our designs are printed using direct-to-garment (DTG) printing, which presses the design into the fabric for a soft, natural feel rather than a heavy layer on top. On darker colors or larger designs it can feel slightly more noticeable at first, then softens with every wash and wear. A few pieces, like our embroidered tees and hats, are stitched right into the fabric instead, for a textured, premium finish. Each product page tells you which one you're getting.
How soft are the shirts? Will they get softer?
Very, with one honest note. Our garment-dyed tees are heavyweight, ring-spun cotton, so they arrive with a little more structure than a thin fashion tee. That's by design: it's what lets them last for years instead of seasons. After two or three regular washes (cold, inside out, tumble dry low), the fabric relaxes and breaks in noticeably softer. That lived-in, favorite-shirt feel is where these tees are headed. If yours feels a bit crisp straight out of the bag, give it a couple of washes before you judge it. It only gets better from there.
How do I wash it?
To keep your design looking its best, wash inside out with cold water and tumble dry low. Avoid bleach, high heat, and ironing directly on the design, whether printed or embroidered, since heat is the main thing that wears a design down over time.
Dresses & All-Over Prints
How does the skater dress fit?
Our Meadow Dresses run XS through 2XL with a fitted bodice and a flared skater skirt. The fabric has real stretch (17% spandex), so it does the accommodating, and most customers take their usual size. The hem is gently asymmetrical, landing slightly longer or shorter in places; that's part of its movement. Full measurements live on our Meadow Dress Size Guide, and if the fit isn't right when it arrives, email hello@knownpack.com and we'll make it right, free.
What is the dress made of?
A silky, medium-heavy stretch blend: 83% polyester, 17% spandex, at a substantial 290gsm, so it moves with you and holds its shape without feeling flimsy. An honest note: unlike our cotton tees, the dress isn't cotton, and that's on purpose. Printing a watercolor meadow across every inch of a garment only works on this fabric, and it drapes beautifully because of it.
Will the all-over print fade, crack, or feel like a layer?
No. The dress is dye-sublimation printed, which means the colors are dyed into the fibers themselves, not layered on top. There's nothing to crack, peel, or feel; the fabric is equally soft everywhere, and the meadow stays vivid for years with gentle care. One honest detail: the dress is sewn from printed panels, so the pattern won't line up perfectly at every seam. Our designs are scattered like real wildflowers on purpose, so the seams disappear into the garden.
How do I wash the dress?
Machine wash cold, inside out, on a gentle cycle with mild detergent, and hang to dry. Skip bleach and fabric softener, and don't iron the printed fabric. The colors are dyed in and will stay bright for years with this simple routine.
Shipping Information
How long does order processing take?
Every order is made to order, so most pieces are produced and shipped within 2–5 business days. During busy seasons or high-demand periods, production may take a little longer, but we'll always work to get your order moving as quickly as possible.
When will it arrive?
Because each piece is made to order, plan on roughly 1–2 weeks from order to doorstep: most orders are produced in 2–5 business days, then arrive within 3–7 business days after they ship. Delivery time depends on your location and print facility, and tracking is emailed once your order ships.
How much is shipping?
Shipping is free on every order within the United States, with no minimum purchase.
Why did my order ship separately?
Sometimes items ship separately depending on product type, production location, or availability. If this happens, don't worry. The rest of your order should be on its way separately.
Payment Information
What payment methods do you accept?
We accept the secure payment methods shown at checkout, including major credit and debit cards, PayPal, Shop Pay, Apple Pay, Google Pay, and Amazon Pay.
Is checkout secure?
Yes. Checkout is processed through Shopify's secure checkout system, so you can shop with confidence.
Do you offer discount codes?
From time to time. When a promotion is running, any code can be entered at checkout, and joining our email list is the best way to hear about it first.
Orders & Returns
What if my item arrives damaged or incorrect?
We want to make it right. Please email hello@knownpack.com with your order number and clear photos of the item, packaging, and issue. We'll review it and replace or refund it at no cost to you, including return shipping if we need the item back.
Can I return it?
Yes. We accept returns and exchanges within 30 days of delivery on items that are unworn, unwashed, and in original condition. To start a return, email hello@knownpack.com with your order number and we'll send you instructions.
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Damaged or incorrect items: we cover everything, including return shipping. Just send a photo.
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Wrong size: email us and we'll make it right, usually with a replacement in the correct size at no charge.
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Change of mind: welcome within the 30-day window. Return shipping is the customer's responsibility.
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Refunds: issued to the original payment method within 10 business days of us receiving the return.
Full details are on our Refund Policy page.
Where can I read the full return policy?
Our Refund Policy page has the complete details on returns, damaged items, incorrect orders, and refund eligibility.
Ordering from The Known Pack
Where can I find my order confirmation?
After placing an order, you should receive an order confirmation by email. If you don't see it, please check your spam, junk, or promotions folder.
How do I track my order?
Once your order ships, tracking information will be sent to the email address used at checkout when tracking is available. You can also visit our Track My Order page anytime for help.
Can I buy multiple items as gifts?
Absolutely. Our pieces are made for everyday gifting, birthdays, holidays, cozy surprises, and just-because moments.
Need More Help?
Still have a question? We're happy to help.
Email: hello@knownpack.com
Phone: 1-877-749-0111. Leave a message and we'll call back within one business day.
Mailing address: The Known Pack, 2679 W Main St, Unit #560, Littleton, Colorado 80120, United States
Support: Email monitored seven days a week
A full watercolor bouquet, glowing against a dark ground.
The Meaning Behind It
