Welcome to Frequently Asked Questions page, We hope that this page answers most of your questions. If nor feel free to call us at 877 453-3204.
Embroidery / Custom Logos
Q: How do I place an order with embroidery on the 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.
Q: Can you embroider a name and what does it cost?
A: Yes, we can embroider a company or individuals' name. Text can be embroidered directly on any garment. No set up fee is required. No minimum order quantities. The price is $4.99 per line of text. We also have Emblem Embroidery available at 6.95 per emblem.
Q: Can I get our company logo embroidered?
A: Yes, we can embroider a logo onto any garment. We request you ask for a Logo Request Form. Upon filling out the form, email an attached jpeg or pdf format of the logo with the form back to us. We then complete a Sew Off of the logo upon which we 2nd Day Air you the sample for your approval. This normally takes about 7-10 business days to complete. Once your logo is approved we provide you with a logo code that you can enter into our web site under Custom Logo Embroidery. There is no set-up fee for the logo.
Payment Questions
Q: What forms of payment do you accept?
A: We accept American Express, Discover, Master Card, Visa, PayPal, and Most Debit Cards.
We accept check or money orders. When paying for an order by check or money order we require you to place your order through the web site, on the checkout page use the Fax Ordering button, then click on the Submit button, your order is then processed. You will receive an email confirmation. Once we receive your check we will process your order to be shipped. We also accept Purchase Orders upon credit approval.
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 nor stored on our servers.
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 USA.
Back Orders
Q: Why is a garment on backorder?
A: If an item is on backorder we will call or email you regarding the scheduled ship date. 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. Your back ordered item, when available, will be ship to you at no additional charge.
Q: Why didn't the web site tell me the item was backordered before I purchased it?
A: We are a distributor of Bulwark products & thousands of orders are shipped from the Bulwark warehouses. The quantity you order could have been low or out of stock at the time of the order. Our website inventory does not always match the actual warehouse inventory. Other items on your order will ship & the backorder will ship once it becomes available. There is no extra charge for shipping.
Q: Can I Cancel a Backordered Item?
A: Yes, provided the item has not dropped into distribution for shipment, 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 877 453-3204.
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 come into stock at the warehouse. We will call or email you as we find out that an item is on backorder. You will not be charged extra for shipping back ordered items.
Shipping
Q: How much does shipping cost?
A: Shipping Charges will be calculated during the checkout 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 checkout 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 can take up to 6 days for delivery, depending on how far your address is away from one of our six warehouses throughout the United States.
2nd Day Air: Selecting 2nd Day Select does NOT mean you will receive your order two days after the order is placed. Rather, you will receive your order within 2 business days, once the order has shipped. Excluding weekends and holidays.
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. Excluding weekends and holidays.
Q: How can I track or check the status of my Order?
A: Once the order has shipped, we will email you the tracking number via the email provided on the order.
Q: Will you ship to my PO Box or Military APO/FPO address?
A: We are unable to ship to PO Boxes. We do ship to Military APO/FPO Addresses. UPS will not deliver to P.O. Boxes.
Q: Do you ship outside of the United States?
A: No, we only ship within the United States.
Returns / Cancellations
Q: What is your return policy?
A: Our customers have a 30 day return policy upon delivery. If you are not satisfied with the products for any reason return them for a refund, less shipping charges. There are no restocking fees.
Q: How do I return items from my order?
A: Before you return any item for any reason - You must first contact us for a Return Authorization Number (RA) which is required for all returns, and shipping instructions. If you are not satisfied with the products for any reason return them within 30 days for a refund, less shipping charges.
Q: Can I return embroidered items?
A: Embroidered or altered garments can not be returned unless defective or embroidered wrong by us. Garments with any spelling errors that were made by the customer will not be accepted for return. If we made the mistake, we will exchange and reprocess the order promptly.
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.
Q: I just placed my order, but I need to make a change to it. How can I do that?
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, it’s being packed for shipment. Call us at 877 453-3204 for assistance.
