Call Us: 1.800.978.4550

FREQUENTLY ASKED QUESTIONS

 

Back Orders
What does it mean for an item to be on backorder?
Why didn't the website tell me the item was backordered before I purchased it?
Can I cancel a backordered item?


Embroidery
How do I place an order with embroidery on your website?
Can you embroider a name and what will it cost?
Can I get our company logo embroidered on of your shirts or jackets?
Why do you need to digitize my logo, can't you use a simple jpeg, gif, or image file?
Do you charge to digitize my custom logo?
What if I don't like the way you digitized our logo?

Payment
Do you accept PayPal as a payment method?
What forms of payment do you accept?
Can I send you a check?
Is it safe to purchase online with my Credit or Debit Card?
Why do I see two Credit or Debit Card transactions when I check my bank account online?
Do you accept International Credit Cards?

 

Catalogs
Will you send me a catalog?

Email
I've emailed customer service, but I haven't received a response! Why?

Return / Exchange / Cancellation
What is your return /exchange policy?
How do I return items from my order?
Can I return embroidered items?
When will I receive a credit or refund for an item(s) returned?
I just placed my order, how do I make a change to it?
I changed my mind, can I cancel my order?

Shipping
How much does shipping cost?
How long until I receive my Order?
How can I track or check the status of my Order?
Do you offer Saturday Delivery?
I ordered using UPS 3 Day. More than 3 days have passed and I still don't have my package. Why?
I ordered several items, but I did not receive all of them in my shipment. Where are the rest of my items?
Will you ship to my PO box or Military APO/FPO address?
Do you ship outside of the United States?


 

 

 

 

Catalogs

Q: Will you send me a catalog?
A: Yes, Catalogs can be obtained on our catalog page. Click here to go to the catalog page.

 

Back Orders

Q: What does it mean for an item to be on backorder?
A: Items that are on backorder are items that are normally stocked, but may be low on stock or out of stock at the time of order. Items will return to stock shortly. Your back ordered item, when available, will be shipped to you at no additional shipping charge.

Q: Why didn't the website tell me the item was backordered before I purchased it?
A: We do apologize. Thousands of orders are processed each day, while this is no excuse, regrettably backorders do happen. Since we are a national distributor of Red Kap products, when a backorder occurs, it is a national backorder. Meaning the manufacturer of the item is also out of stock on that item. (There are two most likely reasons for this) If the quantity of the item you selected is low and multiple orders come in for the same item that exceed our current stock, then a backorder occurs. Other parts of your order are processed and shipped to you with a packing list that indicates a backorder on that item.

Also, our computer inventory levels may not match our actually inventory levels in the warehouse. It doesn't happen all the time, but to be honest we make a few mistakes from time to time. For example, if our inventory system indicates one case of 100 shirts, size medium royal blue. We should have enough to fill your order, but suppose when the order is actually pulled to be shipped our warehouse discovers the wrong size or color are actually in that box and not the size that you need. A backorder will then occur. We will ship your other items now and when the backordered item is available it will ship to you at no additional shipping charge.

Q: Can I Cancel a Backordered Item?
A: Yes, provided the item has not shipped yet, we will be happy to cancel any backorder. Please contact one of our customer service representatives. All cancellations require confirmation from our customer service department at 800-978-4550. We must tell you that the order has been cancelled.

 

Email Questions

Q: I've written to customer support, but I haven't received a response! Why?
A: There could be several reasons for this, however the most common may be your email spam filter settings. Many email programs have spam filters that mistake our emails or email order receipts as spam. This is especially true if you use AOL, EarthLink, Hotmail, MSN, Yahoo, or any other internet based email program with a spam filter, please check your junk mail folders and trash folder! If you have emailed over the weekend or on a holiday, also please allow for extra time before you will receive your response. Please check our Email Filter Setting Page for further assistance.

 

Embroidery / Custom Logos

Q: How do I place an order with embroidery on your website?
A: First, select the item you wish to purchase and add it to the shopping basket. Second, Select "Embroidery Services" on the menu on the Left. Then select the type of embroidery you wish and add the embroidery to your shopping basket. Repeat this process for each item or different embroidery you wish. For more details visit our embroidery services page.

Q: Can you embroider a name and what does it cost?
A: Yes, We can embroider a company or individuals' name. Simple text can be embroidered directly on any garment. No set up fee is required. No minimum order quantities. The price is $5.95 for the first line, $2.00 for the second, and $1.00 for the third line per area. Three lines per area maximum. For more details visit our embroidery services page.

Q: Can I get our company logo embroidered on one of your shirts or jackets?
A: Yes, we can digitize your logo and embroider it onto any garment that we sell. Our digitizers have years of experience to provide you with a great looking logo. For more details visit our embroidery services page.

Q: Why do you need to digitize my logo, can't you use a simple jpeg, gif, or image file?
A: No, we cannot. Before any design can be embroidered, it needs to be converted into a special format that is accepted and readable by the computerized embroidery machine. This digitized file basically tells the embroidery machine where, how, and which colors to use while stitching the logo. Our digitizers have years of experience to provide you with a great looking logo.

Q: Do you charge to digitize my custom logo?
A: Yes, A one time set up fee of $79 dollars will be charged to digitize your logo into a special sewing machine file. A sew-off sample will be created and sent to you in approximately one week for your approval or suggested changes. We want your logo to be perfect! Once the final version of the logo embroidery has been approved by you, it will be assigned a number and remain in our files for future orders. Remember that once the logo has been approved it cannot be changed.

Q: What if I don't like the way you digitized our logo?
A: We will redo it until we get it exactly how you want it. Our digitizers have years of experience to provide you with a great looking logo. We want you to be totally satisfied with your embroidery.

 

Payment Questions

Q: Do you accept Pay Pal as a payment method?
A: Yes, we accept Pay Pal as a payment method.

Q: What forms of payment do you accept?
A: We accept American Express, Discover, Master Card, and Visa Credit or Debit Cards. Also paper checks and money orders with conditions. In addition, Government, School/University, and Corporate Purchase Orders are accepted. Credit approval is required prior to accepting the first purchase order.

Q: Can I send you a check?
A: Yes, simply contact our customer service department to start your order. All checks require a 10 day hold before the order will ship. No hold is required on Money Orders or Cashiers Checks upon bank verification.

Q: Is it safe to purchase online with my Credit or Debit Card?
A: Absolutely. Our secure servers keep your data safe. We use the industry-standard secure software technology, Secure Sockets Layer (SSL), to ensure that the information you enter on your online order is transmitted securely from your web browser to our facilities. The SSL software encrypts your order information to prevent the decoding and misuse of your information by unauthorized individuals. Credit card information is removed upon completion of the online credit card approval process. Credit card information is NOT kept on our internet servers.

Q: Why do I see two Credit or Debit Card transactions, when I check my bank account online?
A: We apologize for that however; we have NOT taken money twice from your charge or debit card for this transaction. The second charge you see is an authorization done at the time you place your order. These authorizations are done automatically when you placed the order, to make sure the card is valid. A hotel or restaurant would do the same to make sure the card is valid and not stolen or out of date.

Credit cards will usually remove the charge in 24-48 hours however, some charge cards and most debit cards can hold the authorization for up to 2 weeks. If you call your bank they can explain it much better than we can. If your billing statement happened to close and be sent to you while the authorization was on the card the paper statement will show this as a charge however, if you call your bank or credit card company they will be able to help you and show that the charge is no longer on the card as it was only an authorization.

Q: Do you accept International Credit or Debit Cards?
A: NO. We do NOT accept international credit cards. Credit cards must have a valid billing address within the United States of America.

 

Returns / Exchanges / Cancellations

Q: What is your return /exchange policy?
A: Our customers have a 60 day return / exchange policy** upon delivery. If you are not satisfied with the products for any reason return them for a refund*, less shipping charges. NO restock fees and we will ship your exchanges at our expense. Please visit our Returns Page for complete return instructions.

Q: How do I return items from my order?
A: Simply return the item or items to us, please include a copy of your sales receipt. We will refund your purchase, less shipping charges, with NO restock fees. Your refund will be credited back to the source of payment. If it is an exchange, tell us what you want it replaced with and your exchange will be returned to you at OUR expense. Please visit our Returns Page for complete return or exchange instructions.

Q: Can I return embroidered items?
A: No, Embroidered, Altered, or Custom Striped items are not returnable, exchangeable, or refundable. Returned items must not be washed or worn unless defective. It is recommended that you order size samples for persons to try on for sizing in order to assure they get the correct size. Purchased size samples can be returned for refund.

Q: When will I receive a credit or refund for an item(s) returned?
A: Once your garments are received, returns are promptly processed and refunded to you minus the shipping charges, through the method of payment from the original order. If your order was paid for via credit card, your refund will be credited back to the credit card used for the original order. Banks may take up to 7-10 business days for your credit to appear on your billing statement.  If your order was paid for via check or money order, a refund will be given to you via check. If you have any concerns please telephone one of our customer service representatives at 800-978-4550 during normal business hours.

Also, if you have sent your return to any address other than our authorized return location in Fairfield, California we cannot guarantee that your return will be received or credited. For more detailed information, please read our return policy.

Q: I just placed my order, how can I make a change to it?
A: We apologize, but we may be unable to make any changes to orders once they have been placed. Due to the speed at which orders are processed, in some cases only minutes after placing your order, its being packed for shipment. Call us at 800-978-4550 for assistance. For more detailed information, please read our return policy.

Q: I changed my mind, can I cancel my order?
A: We apologize, but we are unable to cancel orders once they have been placed. We are happy to accept your return or exchange once you receive your items. Please consult our return policy . The exception to this is if you are informed that you have items on backorder. We will be happy to cancel any backorder provided the items have not yet shipped.

 

Shipping Questions

Q: How much does shipping cost?
A: Shipping charges will be calculated during the check out process. Shipping costs are based on weight of the order and how far your location is from our closest warehouse. Select your items, start the check out process, you will be shown your shipping charges before you enter your credit card information.

Q: How long until I receive my Order?
A: UPS Ground: UPS ground which normally takes 4-8 days for delivery, depending on how far your address is away from one of our warehouses.

3 Day Select: (3 Day Select is twice as fast as Ground) Selecting 3 Day Select does NOT mean you will receive your order three days after the order is placed. Rather, you will receive your order within 3 business days, once the order has shipped.

Q: How can I track or check the status of my Order?
A: Customers who wish to check on the status of their order may e-mail us at customerservice@sullivanuniforms.com or call 800-978-4550 during operating hours and request the status of their order. If possible, please have the order number readily available as this may expedite the checking of the status of your order.

Q: Do you offer Saturday Delivery?
A: Sorry, we currently do not offer Saturday delivery.

Q: I ordered using UPS 3 Day. More than 3 days have passed and I still don't have my package. Why?
A: UPS 3 Day Select refers only to the shipping method once your order actually ships and not that you will have it in 3 days. Saturday and Sunday are not counted as part of the 3 days. Customers who wish to check on the status of their order may e-mail us at: customerservice@sullivanuniform.com or call 800-978-4550 during operating hours, Monday - Friday, and request the status of their order.

Q: I ordered several items, but I did not receive all of them in my shipment. Where are the rest of my items?
A: We make every effort to ship your entire order at the same time. However, if an item is backordered, we don't want to hold up your entire order. So, we send you the in-stock products right away. We ship the backordered products as soon as they arrive. We will try to email you as soon as possible when we find out that an item is on backorder. You will not be charged extra for shipping backordered items.

Q: Will you ship to my PO box or Military APO/FPO address?
A: We regret that we are unable to ship orders to PO Boxes or Military APO/FPO Addresses at this time. UPS will not deliver to P.O. Boxes, APO's, or FPO's. We do not us the U.S. Postal system.

Q: Do you ship outside of the United States?
A: Unfortunately, we only ship orders within the United States at this time.