Q: What if the item I want is not on the site?
A: Feel free to contact us at firstname.lastname@example.org and we will try to find a solution!
Q: How long will it take for my order to ship or be delivered?
A: This store is a no inventory program, so each item is sourced directly from the manufacturer and embroidered in-house to your specific needs. Please allow a minimum 2-week turnaround. If it has been longer than 2 weeks, feel free to contact us at email@example.com for a status update. Please provide your company name and your order number.
Q: What does it mean when I get the following message? Unable to authorize payment: The address provided does not match the billing address of cardholder.
A: The secure payment authorization for your credit card payment is not matching the billing address that you have entered for your account. Make sure your billing address matches the zip code your credit card bills to. You can access your account settings at the top left corner of your screen to make the necessary changes.
Q: What if I need an item sooner than the 2-week turnaround time?
A: If you have a rush request, please contact IMS to make arrangements. We will certainly make every effort to meet your needs. Rush charges may apply.
Q: Can I return an item if it does not fit?
A: Due to this site being a no-inventory program, all sales are final. If an item has a defect, it can be replaced upon inspection within 10 days of receipt.
Q: What is the clearance section?
A: The clearance section on your site offers pre-decorated items at a discounted rate. Please note that since these items were photographed hanging on a hanger, some logos may appear distorted due to the hanging effect of the apparel. There is a limited inventory of these items and occasionally if two individuals have the same item in their cart at the same time, both will be able to proceed with checking out even though only one item is available. These items are on a first come, first serve basis and if an item is no longer available, you will receive a credit in your account.
Q: How do I use a gift certificate?
A: Once you have added an item to a cart, and begin the checkout process, youll come to the Shipping Options page. You'll see a "Redeem Gift Certificate" button.**You must have an account and be logged in to be able to redeem a gift certificate** Once you create an account, youll get a page asking you to enter your Gift Certificate Code. After entering the code, you must click "Redeem." The dashes in your code do need to be entered as well. Once you enter your code, youll get a message stating that the Gift Certificate has been applied to your account. The amount goes into your current balance. Now you can click the "Checkout" button, and "Apply Credit Balance" towards your order. Once you hit "Continue" you will see your balance applied and will be able to choose how you want to pay the remaining balance. **If you do not use the entire amount of the certificate on your initial order, the remaining balance will stay tied to your account for future use**
Q: What if I need more information on sizing or size charts?
A: Anytime you'd like more specific sizing information on an item, please email firstname.lastname@example.org and ask for a spec sheet. Please provide the company you work for and the specific item name and number you are inquiring about.
Q: Do I have to sign up for an account?
A: Signing up for an account is a convenience feature. You will be able to sign in quicker next time as it saves all your information. In order to redeem a certificate, you will need an account.
**Please be aware that due to the current economic climate affecting inventories, it may be necessary to substitute items on your order. Please know we are doing everything to fulfill your order in an efficient and timely matter. We appreciate your patience and understanding.