Frequently Asked Questions (FAQ)
Many questions can be answered by reading the information shown below. We are open Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern Time. If it is after hours, you can leave us a voice mail message or e-mail us at sales at customjersey.com.
HOW TO USE THIS SITE
Select the sports category using the navigation menu on the left or top of every page. Clicking the name of each sports category brings you to the main landing page for that sport. Or you can just hover your cursor over the menus and select the sub-categories for any sport from the drop-down menu.
Each sports category has three main types of Apparel:
- Custom Sublimated Uniforms
All in-stock apparel is just that... it is in carried stock in a variety of colors and ready for immediate shipment or decoration. Any item that is not in a specific "Custom" or "Sublimated" category is an in-stock item. The price shown for in-stock apparel is for the undecorated garment. There is an additional cost for applying lettering, numbers, logos, etc. Contact us with details for what you want on the garment and we will give you a price quote.
All in-stock (undecorated) items can be purchased on-line 24 hours-per-day, seven days-per-week using our online shopping cart. Simply go to the product of your choice, add the quantities of each size desired to your cart and go through the check-out process. You will receive an e-mail confirmation that we received your order and will be given an estimated ship date. Please keep in mind that we are only open Monday-Friday and if you place your order during the weekend or holidays, we will not start processing your order until the following business day.
For custom orders, including in-stock items that we are decorating, you will need to contact us to place your order. We will send you a mock-up proof for your approval before we start production on your order. If you have any questions please call our friendly customer service representatives at 1-888-202-3117 for help with custom orders.
Now all AK brand in-stock apparel and all AK custom hockey apparel including custom sublimation has our online jersey customizer that you can use to add your decoration options to see how it looks. You can also completely customize the garment colors and add custom trim options. Save your design and send us the "share" link and we will send you a price quote.
WHAT IS YOUR MINIMUM ORDER QUANTITY?
The minimum order quantity is twelve (12) items for both in-stock and custom made apparel. In-stock undecorated garments can be any combination of styles, sizes and colors. Custom made or decorated items must all be the same style and color and all decorating such as screen printing, twill numbers, letters, etc. must be the same color scheme. We will sell a minimum of six items on an exact repeat order for the purpose of fill-ins. On custom sublimated uniforms there is no minimum required for an exact repeat order.
CAN I BUY JUST ONE ITEM?
We can sell you just one item as long as it is an in-stock item and it's undecorated. We can't decorate less than 12 pieces. You will have to call us to purchase less than 12 items, the shopping cart will require at least 12 items to check out.
CAN I GET SIZING SAMPLES?
If you are placing a team order you can purchase sizing samples. The samples can only be returned if you follow through with your team order. If you don't place your full team order, you can't return the samples. There is no re-stocking charge for returned sizing samples. You will only receive a refund for the garments, we don't refund the shipping cost.
HOW DO I PLACE A CUSTOM ORDER?
You can place an order online through our shopping cart for all uniform packages that include the cost of decoration. Currently you must contact us to place all other custom orders. Use the Contact Us form or call us and give us the details of exactly what you want... quantity, sizes, style number and decoration options. We will then send you a complete price quote. Upon receiving the price quote you can give us a call with your payment and shipping information and we will place your order. We will send you a mock-up for your approval before we produce any custom orders. This includes in-stock items that are decorated and custom made garments as well.
CAN I BUY LICENSED PRO AND COLLEGE SPORTS TEAM JERSEYS?
We are not licensed to sell OFFICIALLY LICENSED team apparel for NBA, NHL, NFL, MLB, MLS or OFFICIALLY LICENSED NCAA apparel for any college sports teams. That means we don't sell any apparel with pro team logos on them.
CAN I BUY TWILL NUMBERS OR LETTERS THAT I CAN APPLY TO MY OWN JERSEY?
Sorry, we don't sell loose letters or numbers for you to apply to your own jersey.
CAN YOU MAKE PATCHES THAT I CAN APPLY TO MY OWN JERSEY?
We cannot make patches or crests unless they are part of a custom jersey order, nor can we provide decoration on any garments that are not purchased from us. If you are buying custom uniforms from us, you can send us any patches that you want us to apply to your jerseys and we will sew them on for a nominal charge.
CAN I SEND MY JERSEY TO YOU FOR CUSTOMIZING?
We don't offer decoration on customer-supplied apparel. We will only decorate garments that we sell. If you have purchased a set of custom team jerseys from us and you need additional names or numbers for extra jerseys that you ordered, we can send you a loose player namebar or tackle twill numbers that you can apply yourself, if necessary.
HOW DO I KNOW WHAT SIZES TO ORDER?
We have size charts for all of our products. The link for Size Charts is at the bottom of any page in the grey footer area in the Information column. Sizing varies for different manufacturers or brands of apparel. Just because you wear a certain size in one brand, doesn't necessarily mean that you will fit in the same size garment from our product line. It is highly recommended that you refer to the size charts before placing your order. If you order the wrong size and need to return the product, you will have to pay a 20% restocking charge. If the garments are decorated you cannot return them if you ordered the wrong size.
The easiest thing to do is measure the chest size on a garment that fits you and compare it to our size chart to find the correct size for our garments. The example on the right shows how to correctly measure the chest size on a garment. Measure across the chest about an inch down from where the bottom of the sleeve is attached to the body and multiply that number by two. In the example shown, the measurement is 23" which multiplied by two is 46." Refer to the size chart to see which size corresponds to 46" for the brand you are buying. For example if you are buying an Athletic Knit baseball jersey the 46" chest would correspond to a men's size large and a women's size XL.
If you are on the high number of a size range or between sizes, the best thing to do is simply go up to the next larger size. If you take a little extra time to make sure you are ordering the right size before you place your order, you will save a lot of hassle in the long run. Don't forget to account for slight shrinkage in any poly/cotton blend garment.
HOW LONG DOES IT TAKE TO MAKE MY CUSTOM UNIFORMS?
Production time for custom orders runs four to six weeks depending on the item and the time of year. We do not offer rush service. We do not guarantee delivery dates. An estimated ship date will be given at the time of order entry, but the actual ship date can vary by up to a week depending on our production load. We are not responsible for production delays beyond our control. Allow enough lead time to receive your order when you need it.
WHAT IS DYE SUBLIMATION?
Dye sublimation is a printing process in which all colors for the uniform design including decoration for numbers, logos, team names, etc. are dyed directly into the fabric and become part of the fabric. This makes it permanent and is guaranteed to never fade, crack or peel. For more information about dye sublimation see our primer What is Dye Sublimation?
HOW LONG DOES IT TAKE TO SHIP STOCK ITEMS?
We will usually ship any stock item within 48 hours of your order. This is only for in-stock undecorated items. Custom items or stock items that are going to be customized with lettering or numbering take approximately four to six weeks for production. Then allow 2-7 days for shipping depending on what method you choose to ship.
WHAT IS YOUR SHIPPING POLICY?
We offer FREE GROUND SHIPPING within the continental United States on all:
- A4 Apparel orders over $250.00
- Holloway Sportswear orders over $270.00
- Athletic Knit orders over $450.00
- Undecorated Teamwork Athletic orders over $150.00
For all other manufacturers, you pay for the actual cost of freight, we never charge for handling. We can ship by any method you prefer, UPS ground, 2-Day, 3-Day Select or Next Day Air.
Our products ship from multiple locations so delivery time will vary based on the manufacturer's shipping location and where you are located.
All A4 and Teamwork Athletic apparel ship from Southern California.
All AK and Dynamic apparel ship from Buffalo, NY.
Holloway apparel ships from Ohio.
Richardson Cap ships from either Oregon or Ohio. We will ship from the closest location to you if the items are available.
DO YOU SHIP INTERNATIONALLY?
Yes, we will ship anywhere in the world. However we do not accept foreign credit cards. All international orders must be paid by bank wire transfer or PayPal. Choose that option during check out. We can only direct-ship internationally with FedEx, but international shipping options are not shown during check out. Please call or e-mail to arrange direct-ship international orders.
We also provide an interface with FedEx CrossBorder who will give you a US address for us to ship to and then forward your order to your home country for a much lower cost than Commercial Carriers. See our International Shipping page for details.
This does not apply to Canada, we do accept Canadian-based credit cards and ship anywhere in Canada. Athletic Knit and Dynamic products ship from within Canada.
WHAT ARE YOUR PAYMENT TERMS?
We accept VISA, MasterCard, Discover, American Express, PayPal, certified check, money order or personal/company check. Sorry, no C.O.D. We don't offer credit terms. We will accept purchase orders from schools only.
For custom orders we must receive full payment at the time you place the order. If you pay by personal or company check, we will not process your order until your check clears the bank. We can secure your order with a credit card which will allow us to process your order before receiving your check. We will not charge your card unless we don't receive your payment by the time your order ships.
WHAT IS YOUR CANCELLATION POLICY?
Any order that has had artwork approved and been entered into production cannot be canceled. Any order that has been placed and you have not yet approved artwork, will incur a 10% cancellation fee.
WHAT IS YOUR RETURN POLICY?
All returns must be made within 30 days of purchase. Custom made or decorated apparel cannot be returned. Sizing samples are non-returnable unless you follow through with a team order. A 15% restocking fee will apply to all returned merchandise which is not defective. Any garment which we deem to be defective in manufacturing will be replaced at our expense. Defective garments can only be exchanged for the exact same garment, we will not give refunds. All returns must be shipped prepaid. No return will be accepted without a return authorization (RA) number. Please call us before returning any garment so we can give you a RA number. The RA number must be clearly marked on the outside of the returned package and on the shipping label. No credit or replacement will be given unless you have received an RA number. Credit or replacement merchandise will not be given until we receive the returned merchandise. All merchandise must be checked carefully before printing. Returns WILL NOT be accepted after merchandise is printed or has been worn. No additional cost of printing or other applications will be credited.