FAQs

General Information

Customer Service is available from Monday through Friday. Our customer service team is e-mail based and will respond as quickly as possible to inquiries placed through our online support link. Unfortunately, we do not have a phone number that you can call regarding your order inquiry.

In most cases, customer service will respond back to tickets within 48 business hours. During holidays, the response time frame may be longer due to increased customer service volume.

We take your privacy very seriously. We will never rent or sell your information to any third parties, we only use the information we collect from you to convey your order information or to send you catalogs and emails at your request. You can access our privacy policy at the bottom of the main page of our website.

When you receive a marketing email from us, you can scroll to the bottom of that email and click the “Unsubscribe” link to have your email address removed from our marketing list. You can also email our customer support team and request to have your email removed from future marketing emails. Please note, this will not stop you from receiving emails related to existing orders you place.

We appreciate your inquiry and certainly appreciate your interest in supporting charitable events. Unfortunately, our stores and the networks are managed by two separate entities and we are not able to make a decision or donation on behalf of the networks. We encourage you to reach out to the networks directly and request a donation directly.

Business days are considered Monday through Friday and do not include holidays.

Pre Order means that the item is not available to ship, though orders are able to be placed. Your order is still submitted and your payment method is still charged. The product page has specific details on when you can expect your order to ship.

Personalization Policy

Image Quality

A personalized order can be rejected if the image submitted is:

  • Low quality, pixelated, blurry/out of focus, backward, or upside down.
  • Unaligned
  • Cut off or unreadable

Legal & Intellectual Property

An image can not contain the following:

  • No third-party advertisements.
  • No celebrity images (unless it is the celebrity themselves who has submitted the content)
  • Nothing associated with any recall, lawsuit, or class action lawsuits.
  • No identifiable names or trademarks unless we own the mark or sell the product.

Personally Identifiable Information

An image may not contain personally identifiable information (PII) such as:

Phone numbers, physical addresses, email addresses. Images may not contain bank account numbers or account numbers of any kind, social security numbers, passport information, driver’s license numbers, or other identifying information.

Inappropriate Material

An image or personalization may not contain material considered offensive or inappropriate.

  • No controversial or negative comments about another user, customer, or brand.
  • No content relating to abusing or excessive use of drugs or alcohol.
  • No content that is considered discriminatory, defamatory, or abusive towards any person, group, nation, religion, political group, celebrity, gender, sexual orientation, disability, race, or age.
  • No content that is derogatory or negative towards the origination of a product or merchandise.
  • No content related to violence, nudity, pornography of any kind, serious injury, or death. This also includes violence towards humans or animals.
  • No content that is related to legal action against us, the network, a product, or claims that there is malicious intent, malfeasance, or claims of copyright infringement or counterfeit activity.

Profanity

An image or personalization may be rejected if it contains profanity of any kind that is not already part of the image or brand.

Ordering Information

When your order is placed, it goes into processing based on the processing timeframe on the product page. Once the order is prepared to ship, a confirmation email with tracking information is sent to the email address used to place your order.

Each order goes through a processing time as indicated on the product page, which includes timeframes for creation, packaging, and preparing for shipping. This time frame is a separate time frame from the estimated shipping time frame provided for each carrier.

All orders are placed online through our store. We are unable to place orders for you through the mail, email, or phone. Customer Support is not able to place an order on your behalf.

Unfortunately, we are unable to place an order for an item that is listed as out of stock or unavailable. Any product that is out of stock will have an area “Email me when available” for you to enter your email to receive an automatic notification when it is back in stock.

If your order is immediately canceled upon placing your order, there is a possibility that your order was marked as “unable to process” due to our fraud filter. Orders can also be canceled/refunded if an item is out of stock, unavailable, or in backorder.

Unfortunately no. Some items are very popular and can sell out in a matter of minutes. Once an item is not in stock, it is no longer available for purchase. We would suggest that you sign up for the email alerts on the product page for the item.

In the rare case where a specific shirt type is not available or out of stock, our vendors may substitute shirt types in order to ensure your order is processed as quickly as possible. They will always go with a shirt that is of the same or similar quality in order to ensure the best possible outcome.

Shipping Information

Depending on the type of shipping chosen at checkout the following shipping time frames may apply:

  • Economy Shipping GENERALLY can take 8-10 business days to be delivered after tracking has been updated.
  • Standard Shipping GENERALLY can take 5-8 business days to be delivered after tracking has been updated.
  • Expedited Shipping GENERALLY can take 3-5 business days to be delivered after tracking has been updated. Not all items qualify for expedited shipping.
  • Priority Shipping GENERALLY can take 1-2 business days to be delivered after tracking has been updated. Not all items qualify for priority shipping.
  • We do our best to ensure your delivery arrives on time, however, delivery dates are not guaranteed and there may be a number of unforeseen reasons why your items will arrive after the estimated arrival date.
  • HOLIDAY SHIPPING INFORMATION: Please note that all delivery information is listed on each individual product page. Please keep in mind that the last day to order for delivery by Christmas varies per product and assumes the fastest shipping method at checkout.
  • All delivery time frames are estimates

Orders are shipped from a number of locations to help ensure orders are processed as quickly as possible.

Some stores and items may ship internationally. Those items that can ship international may have an approximate time frame:

  • Europe Standard Shipping can take an additional 8-16 business days to be delivered after processing.
  • Middle East, Asia, North America, South America, and Oceania Standard Shipping can take 10-16 business days to be delivered after processing.
  • Africa and the Rest of the World can take 15-25 business days to be delivered after processing.
  • We do our best to ensure your delivery arrives on time, however, delivery dates are not guaranteed and there may be a number of unforeseen reasons why your items will arrive after the estimated arrival date.
  • We are able to ship anywhere within the United and Puerto Rico.
  • Orders ship Monday through Friday excluding holidays.
  • Some items within your order may ship separately, though you are only charged one shipping charge regardless of the number of items in your order.
  • The time frames provided on each product page for processing and shipping time frames are estimates only. We are unable to guarantee an order will be delivered by a specific date or time and we are not responsible for shipping delays.
  • We recommend shipping orders to permanent addresses in order to ensure successful delivery.

Please allow 3-4 business days for your tracking information to update once the tracking information is provided. In some cases, “pre-shipment” means that the vendor has created the shipping label so that once your order completes processing, it can go immediately into shipping.

No. Multiple orders that have been placed on the same day (or different days) can not be combined.

No. Unfortunately, we are unable to ship an order to multiple addresses. You would need to place a separate order for each address.

Unfortunately, no. We are unable to speed up your order or place a hold on the delivery of your order.

The first thing we recommend doing is to reach out to the carrier with the tracking information that was provided and making an inquiry regarding the status of your delivery. We are not able to reach out to the carrier on your behalf. If the carrier is unable to assist you once you have contacted them, please reach out to us for additional assistance.

If you placed an order for multiple items, some items may ship separately to ensure the order is processed as quickly as possible. You will not have to pay separate shipping charges if this happens, though you may receive multiple packages over the course of several days.

We are able to ship most of our products to U.S. Military APO/FPO addresses. When completing your Shipping Address during checkout, please make note of the following.

  • The City must be entered as either "APO" or "FPO".
  • The State must be selected as either "AA" "AE" or "AP".
  • The country must be the United States.
  • You must enter your Zip code.
  • Always remember to enter your full name, grade, and PSC or unit number.
  • Please note orders shipped to an APO/FPO address take longer to be delivered. Please allow 2-4 weeks for your package to arrive.

We can ship to a PO Box in some cases, though it is recommended to use a physical address, especially if you are requesting a shipping method other than economy.

We can not customize which carrier is used for your order. We utilize a number of different carriers based on the location and shipping costs.

Any fees that you incur that are not part of your order total are at your expense and your responsibility. This includes any additional shipping charges, customs and duties taxes, and fees, and VAT.

Your order may be subject to import duties and taxes, which are levied once a the shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the amount of the merchandise. This is a general guideline, however, and the actual amount may vary depending on the destination country and taxation guidelines. You should consult your customs office for specific amounts and percentages. We can not control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country and are continuously changing. We recommend reaching out to your local office for further information. Please note, customs processing may result in additional delays in delivery.

Cancellations and Changes

Once an order has been placed, this goes immediately into processing (unless the order is listed as Preorder). Unfortunately, we can not guarantee that any request to cancel an order will be successful. We work with our vendors to ensure orders are processed as quickly as possible.

In some cases, we may be able to update the address of your order. Unfortunately, because we always try to submit orders for processing as quickly as possible, your order may go into shipping before we can update the address. Once a shipping label has been created, we are unable to update your order.

We recommend reaching out to the carrier that is shipping your order to see if they are able to update the shipping address or redirect your package either to a different address or a pickup location. This is not always possible and is not something we are able to do for you.

Unfortunately, once an order is placed, we are unable to update or change the color, size, quantity, shipping/billing address, or shipping method.

No, we are unable to update the quantity of your order.

Returns and Exchanges

We are happy to assist with a return of non-personalized items so long as the item has not been worn, washed, or used. We offer a 30-day return policy that begins from the date your order has been received. After this time frame, we are unable to assist with a return.

Personalized items are customized specifically based on the personalization requested when your order was placed. These are unable to be resold or placed back into inventory.

Unfortunately, you are not able to return these items. All sales for charitable products are final due to the donation-based nature. We want you to be happy with your order, so please reach out to us regarding questions you may have before you place your order.

Unfortunately, once an order is placed, we are unable to update or change the color, size, quantity, shipping/billing address, or shipping method.

Returns typically take 2-3 weeks to process. Once the returned item is received, a credit is issued back to the original method of payment. This typically takes 5-7 business days depending on your financial institution.

We provide a prepaid shipping label for your return. When the credit for your return is processed, you receive the refunded amount for the item, which does not include any shipping charges.

We provide a prepaid return label for items that are able to be returned.

Unfortunately, we are not able to mail the return label to you. We recommend that you reach out to your local USPS/UPS/FedEx carrier or post office to see if they have a solution for you, or find an alternative source to print the label.

Please do not use your own shipping label. We are not able to guarantee your returned item will be received back for processing. We are not responsible for any lost/missing returns that are sent back without a prepaid return label that we provide.

Unfortunately, no. We do not offer exchanges for color, sizes, or items. In most cases, we are happy to assist with a return and a refund (per the return policy) so that you can then reorder it in whatever color or size you’d like!

If your item arrives damaged, please reach out to our customer service team for additional assistance. We are not going to ask you to return a damaged item.

If you feel that you have received the incorrect item, please reach out to our customer support team with an image of the item you received and the packing slip you received with your incorrect item. We will work with you on a correction as quickly as possible!

We are so sorry your item arrived damaged! Please take a photo of the item you received and the package it arrived in. Once you have that information, please reach out to us with your order number and the photos of your damaged item. We will be happy to assist you further with a resolution.