Frequently Asked Questions ORDERING INFORMATION Q: My team is registered as a non-profit organization. How do I process tax exempt orders? A: O the Tea I fo atio Page, sele t Yes to the uestio that asks if ou tea is ta exempt. At that time you will be able to upload your tax exemption document. There is also a link by the upload prompt that lists acceptable tax exemption documents. If you have any questions, please contact Customer Service for more information at [email protected] or call 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time. Q: Can I order multiple sizes of the same item at once? A: Yes. Click the Quantity tab and select the amount you wish to purchase of any given item. If insufficient quantities of that item are on hand to fulfill your order, you will receive a message out li ed i a ed o stati g that, the e is ot e ough i e to a aila le to e a le to pla e this o de . If you have any questions concerning ordering items or inventory availability, please contact Customer Service for more information at [email protected] or call 1-800772-5346 Monday through Friday from 8 AM 5 PM Central Time. Q: What should I do if I need to make changes to an order that I have already placed? A: Unfortunately, there is no option to change or cancel an order that is already in production. We strongly urge you to review your order thoroughly before submitting your order. Please contact Customer Service for more information at [email protected] or call 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time. Q: Why is my order being sent to me in multiple shipments? A: We use multiple warehouse locations to ensure your order gets to you in a timely manner. Q: If I receive my order and its short an item, what should I do? Last Updated – 23 April 2015 Frequently Asked Questions A: Russell Athletic does not short ship orders without prior customer approval. If you should receive a shipment that does not contain all of the items on the packing list, please contact Customer Service for more information at [email protected] or call 1-800772-5346 Monday through Friday from 8 AM 5 PM Central Time. Q: What shipping service do you use? A: We will ship orders, at no cost to you, using FedEx Ground Service. Q: Can I have my order shipped to a Post Office Box? A: No, parcels being shipped via FedEx can only be shipped to street addresses. Q: How will I know when my order(s) are ready or shipped? A: You will receive an email when your team store is closed and we have received the order and another email when your order(s) have shipped. Both emails will reference your store order number, ie. U62HY, and provide customer service team contact information. The order shipment email will include the FedEx Tracking Number. PAYMENT INFORMATION Q: Is ordering over the internet secure? A: We use Secure Socket Layer (SSL) encryption for every transaction in order to help protect your order information. While SSL encryption provides an industry standard safeguard, we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk. Q: What forms of payment do you accept? A: We only accept credit card payments on this website. We accept Visa, MasterCard, Discover and American Express. If the credit card authorization process returns a message that insufficient funds are available to cover the order transaction amount, the order will not be accepted. Q: What forms of payment are NOT accepted? Last Updated – 23 April 2015 Frequently Asked Questions A: We DO NOT accept payment by cash, check or through payment services companies like PayPal or Apple Pay Q: Do I have to provide the 3 digit security code on the back of my credit card? A: Yes. This is done to help provide a secure check-out process. By providing us with the 3 digit security code or card verification code (CVC), it lets us know that you are in possession of your card. It also helps prevent orders from being placed in your name by another person who may have somehow obtained your account information. Q: Do you charge sales tax? A: Sales tax will be included on orders shipped to AL, AZ, CA, IN, KS, KY, PA, SC, TN and VA unless we are provided tax exemption documentation. Please contact Customer Service for more information at [email protected] or call 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time Q: My team is registered as a non-profit organization. How do I process tax exempt orders? A: O the Tea I fo atio Page, sele t Yes to the uestio that asks if ou tea is ta exempt. At that time you will be able to upload your tax exemption document. There is also a link by the upload prompt that lists acceptable tax exemption documents. If you have any questions, please contact Customer Service for more information at [email protected] or call 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time. SITE INFORMATION Q: What are cookies? Do I need to enable cookies on my browser? A: Cookies are small, often encrypted text files, located in your browser directory. They are used by web developers to help users navigate their websites efficiently and perform certain functions. Due to their core role of enhancing usability or site processes, disabling cookies may Last Updated – 23 April 2015 Frequently Asked Questions prevent users from using a website. Cookies are created whe a use ’s e o se loads a website. The website sends information to the browser which then creates a text file. Every time the user goes back to the same website, the browser retrieves and sends this file to the website server. For more information about how we use cookies, please see our Privacy Policy. Q: How do I contact Russell Athletic Customer Service about my uniform order? A: Please contact our Customer Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or email us at [email protected] for assistance. Q: How can I track the shipments associated to my order? A: You will receive an email with the tracking number for each shipment of your order. You can visit the FedEx Website (hyperlink for: https://www.fedex.com/apps/fedextrack/?action=track&cntry_code=cn_english) to check on the status of the shipment by using your unique tracking number. Q: What would I do if I lost connectivity to the site or the site went down in the middle of creating an order? A: If you lost connectivity, or the site were to go down before you had created your team store, you will need to start the process of creating a uniform and team store again from the beginning. If you had already created a team store, you would have received a unique Team Store URL while on the website, as well as receiving a team store creation email. The next step you would need to do is return to your team store using the URL provided. Team Store Creation Message (sent after customizing your uniform): Last Updated – 23 April 2015 Frequently Asked Questions Team Store Creation Email: From: [email protected] [mailto:[email protected]] Sent: Tuesday, April 07, 2015 1:13 PM To: John Doe Subject: Store HDJ53 has been created / Russell Athletic Little League Uniform Thank you for creating a Russell Athletic Little League Uniform for your team. We look forward to you placing an order at RussellAthletic946.frontend.staging.ordermygear.com. Your team store will stay open for ten days after the receipt of this email. During that time, you will need to place your team order and close the store order. If after ten days have passed and no actions have been made on your team order, the custom team store you created will expire. You will be subjected to create another custom team store front. Last Updated – 23 April 2015 Frequently Asked Questions Should you have any questions about the process or anything else related to the Russell Athletic Little League Uniform Builder, please contact Customer Service for more information at: [email protected], or call 1-800-772-5346 Monday through Friday from 8 AM to PM Central Time Thanks Russell Athletic Q: I ha e ot e ei ed What should I do? tea ’s u ifo o de a d it’s ee o e tha da s since placing my order. A: If you have received an order shipment tracking number, please visit the FedEx Tracking Website (hyperlink for https://www.fedex.com/apps/fedextrack/?action=track&cntry_code=cn_english), and enter your unique Russell generated tracking number for the status of your shipment. If you do not have a tracking number or no status shows when you enter the tracking number into the FedEx system, please contact our Customer Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or email us at [email protected] for assistance. Q: Do you have any store locations? A: No. However, you can view additional items online at: Russell Athletic (hyperlink to http://team.russellathletic.com/teamUniforms_youthBaseball.html) or at an authorized Russell Athletic dealer found by utilizing the Store Locator – (hyperlink to http://shop.russellathletic.com/info/Store_Locator/ref=teamfooter-store-locator) Q: Do you have a catalog? A: Our products can be viewed at the Russell Athletic Team Catalog (hyperlink to http://team.russellathletic.com/teamUniforms_youthBaseball.html) or at an authorized Russell Athletic dealer found by utilizing the Store Locator – (hyperlink to http://shop.russellathletic.com/info/Store_Locator/ref=teamfooter-store-locator) Q: Where can I buy other Russell Athletic sports apparel? Last Updated – 23 April 2015 Frequently Asked Questions A: Russell Athletic sports apparel can be found at www.russellathletic.com and at numerous licensed online retailers. Q: Where can I find an item that is not offered on your site? A: You can find additional items at numerous retailers or you can contact our Customer Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or email us at [email protected] for assistance. Q: Can I purchase Spalding baseballs from this site? A: No. You can purchase the Little League ® Official Baseballs at www.spalding.com. Q: Do you sell my information for marketing purposes? A: We do not. Additional information may be found in our Privacy Policy. Q: What is your Privacy Policy? A: (Privacy Policy hyperlink) Q: What are the terms and conditions of this website? A: (Terms & Conditions hyperlink) PRODUCT INFORMATION Q: How does your sizing compare to other manufacturers of baseball uniforms? Last Updated – 23 April 2015 Frequently Asked Questions A: Our sizing varies by style. Read the product description to ensure you are getting the cut that best suits your needs. For more information, please see our Sizing Chart (Hyperlinked to http://russell.staging.ordermygear.com/size-charts.html )for specific measurements. Q: How do I launder and care for my Russell Athletic Uniform? A: Check the inside of the garment for care instructions which may vary from product to product. RETURNS Q: Can I return my order? A: Yes. We will accept returns of any non-customized uniform items purchased through the Uniform Builder website in their original condition – (clean, unworn/unused and accompanied by packaging or tags) within 30 days of the original shipped date. Please contact our Customer Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or email us at [email protected] for assistance in obtaining a return authorization number. Q: What is a Return Authorization Number? A: A return authorization is an alphanumeric identifier used by retailers that indicates a user has been authorized by a company representative to return a product for a refund. A return authorization is similar to a tracking number in that it identifies a transaction, and both parties can get information on the progress of the transaction by using the RA number. Q: Do I need a return authorization number for a return? A: Yes. Please contact our Customer Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or email us at [email protected] for assistance. Q: What do I do if an item is the wrong size or defective? Last Updated – 23 April 2015 Frequently Asked Questions A: If you receive an item that is defective or not the size that you ordered, we will replace that item for you at no cost. We will ask that you ship back the defective or wrong sized item at our expense. Please contact our Customer Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or email us at [email protected] for assistance. Q: Can I make an exchange? A: We will exchange an item if you have received an item that is defective or not the size that you ordered at no cost. We will ask that you ship back the defective or wrong sized item at our expense. Please contact our Customer Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or email us at [email protected] for assistance. Q: When will my return be credited? A: Please allow 1 to 2 billing cycles, depending on your bank, to receive a credit to be applied to the original form of payment. Q: Can I return Russell Athletic Little League uniforms that were purchased from a dealer? A: No. Please contact the dealer from which you purchased them for information. SHIPPING Q: Do you offer expedited shipping? A: No. All orders are shipped FREE of Charge to our customers via FedEx Ground. Typically shipment time ranges from five to seven days. Q: Do you ship to PO Boxes or APO/FPO address? A: We currently do not ship to APO and FPO addresses, but expect to do so in the very near future. Q: Do you ship outside the US? A: No. We only ship to the 50 US states. We do plan on shipping uniforms to APO/FPO addresses and internationally in the very near future. Last Updated – 23 April 2015
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