FREQUENTLY ASKED QUESTIONS

GENERAL ORDER INFORMATION

Can I order product with no decoration?

Yes, all items are available with no decoration.

Can I order samples?

Yes.

What’s your warranty policy?

Our RRI branded products are guaranteed for 1 year against workmanship defects only. This warranty does not cover items that show normal wear and tear.

Can I cancel or change my order?

Orders may be cancelled prior to production. Cancelled or changed orders will be liable for all costs incurred such as artwork, restock fees (up to 25%) and approval samples sent.

What if I’m unhappy with my order?

If you’re unhappy with your order due to defective product or poor printing quality, please contact us and we’ll find a resolution. If you wish to return your order, a return authorization must be obtained from our Customer Service Department beforehand. Our Quality Control Department will evaluate products deemed as defective and we’ll repair or replace. Items found to be not defective will be returned to the customer with an explanation. To obtain an RA number, please call our Customer Service Department at 800-234-5611. All claims must be made within 5 days of receipt of shipment. Please verify the shipment promptly upon delivery of any inaccuracies (shortages, overages, incorrect product, etc.). Please call us immediately so we can correct out error and send your product as soon as possible. Do not deduct any shortages from your payment without notifying us first, as this amount will remain as an outstanding balance on your account.

What is your refund policy?

Credits will be applied to your account for use on future purchases. Refunds are only available upon request.

Do you charge sales tax?

Yes. Customers in certain states may be required to remit use taxes. If your business is exempt, please provide us with your resale certificate. Tax Exempt/Resale Forms available here.  

PRICING

How is my price determined?

Your pricing is determined by a combination of the product you select, the number of colors/stitches in your logo, and total quantity of items in your order. Special design requests may add an additional cost. All of our items have tiered pricing which is displayed at the product level page for no logo items, and at the designer level once you’ve added your logo. The larger the quantity, the better the pricing.

I am ordering a small quantity-do you charge a small run fee?

In the designer tool, we have displayed tiered pricing based on the minimum quantity required to print. If the quantity you require falls short of the minimum, please call us to discuss your options. There is no minimum ordering quantity for no logo items.

ARTWORK

What kind of artwork files can I upload?

We accept BMP, GIF, JPG, PNG, and SVG files. If you have a different file type or need help creating artwork, please call us.

 Do you keep my artwork on file?

Yes, we keep your artwork on file to make it easier for you to reorder.

Where can I upload my artwork files?

You can upload your artwork in the designer tool at the art upload stage. If you are having any issues, you can also email your files.

Can I specify the specific PMS or thread color for my logo?

Yes, in the designer tool we display our most popular colors. However, you can enter the specific number you’re looking for in the PMS field. If you require an embroidery logo, we’ll do our best to color match to that specific PMS color. We offer hundreds of PMS and thread colors! If a color you’re looking for isn’t available, we’ll work with you to find the best option.

Do you check the artwork and design before production?

Yes, our Graphic Arts Department will do a quality control to ensure the logo size you selected is acceptable. We will also ensure your design is center aligned properly when applicable.

How many item locations are available for printing?

In the designer tool we display images of the available printing locations (front, back, sleeve, etc.). If you would like to print on a location that isn’t listed, please call or email us.

Do you charge artwork setup fees or for artwork revisions?

Our decorated items are all-inclusive with the price of your logo, so no additional artwork setup fee will be applied. If you require changes or revisions to your artwork, additional charges may apply upon your notification and approval.

A statement on trademarks and copyrighted material:

By uploading your artwork, you agree that you take full responsibility and have full rights to utilize the logo or mark on customized products. For more details, please view our Terms and Conditions and Privacy Policy.

PAYMENT

What type of payment do you accept?

We accept all major credit cards and pre-approved Net 30 terms. Slow pay may result in held orders and/or rescission of credit privileges. Click here for a credit application for established businesses only.

When do you charge my credit card?

We charge upon shipping your order.

SHIPPING

How long will it take to receive my order?

After your order is approved, our average lead time is 3-5 days for screen print orders and 7-10 days for embroidery.

Do you offer expedited shipping?

Yes, please call us to arrange for rush or expedited shipments. We charge a $50 rush fee.

Can I ship on my own shipping account?

Yes, you can ship using your own UPS or FedEx account. Please call or email us to arrange this request.

Do you offer international shipping?

Not at this time.