Frequently Asked Questions

General Information

Customer Information

Returns

Credit/AR Information

Sublimation

VARSITY JACKET INFORMATION

General

What does this mean to me?

Now there is one experience for all three brands. Even if you had only ordered one brand in the past, it is now easier to order all three on a single order, earning free and more savings faster.

Is there a new web site?

There is no "new URL" to remember. Use your favorite brand web address to access our new combined site. www.augustasportswear.com, www.hollowayusa.com, or www.high5sportswear.com

Is there a new name?

No, our name will remain Augusta Sportswear, Inc.

Do I need a new login and password for the site?

No, you do not need a new login. You can use your email or any of your previous account numbers to log in. You may even use a Holloway or High Five account number to log in.

Did my account number change or do I need a new account number?

You do not need a new account number. All of your current account numbers have been linked to your "payer" account number found on your invoice or order confirmations. That is the only account number you need going forward for all 3 brands.

How do I reach Customer Care?

You can reach Customer Care by calling any of the previous numbers you used in the past. Our hours are Monday – Friday, from 8am – 7pm EST. Going forward our new primary number for all 3 brands will be 800-237-6695. You can also email us at sales@augustasportswear.com, or live chat with us using the “Live Chat” link in the top right corner of our website.

Can I place a single order for multiple brands?

Yes, you can place a single order for all 3 brands, but it may ship from more than one location. You could receive multiple invoices and credit card charges if you are a credit card customer.

How do I submit my order?

You can submit your order for all 3 brands on-line at www.augustasportswear.com, by emailing sales@augustasportswear.com, or by calling Customer Care.

Where will my order ship from?

Augusta Sportswear products typically ship from our Grovetown, GA distribution center and our Holloway and High Five products ship from our Sidney, OH distribution center.

How are back orders handled?

The next available date will be given for out-of-stock items. Based on availability, when placing orders on the website, you can now select to have back orders ship as available and they can be tracked individually. If emailing your P.O. to sales@augustasportswear.com, all orders will be shipped and backordered unless noted on the P.O. to ship complete.

Can I still get Fair and Simple shipping?

Yes. Fair and Simple still applies to only standard UPS shipments shipped to a single contiguous US Address and 3rd Day Priority USPS for Puerto Rico, Alaska & Hawaii shipments. Orders shipped via air freight, special ground freight, and COD are not eligible for fair and simple freight.

How do I request a return authorization?

You may request a return authorization for all 3 brands on-line at www.augustasportswear.com, by emailing sales@augustasportswear.com, or by calling customer care. Return authorizations will be issued based on the number of shipping locations.

Can I view my order history on the website?

Order history prior to 2018 will not be available on our new site. If you need information on previous orders, please contact Customer Care.

How do I track my order?

Order tracking information is available for all 3 brands via the automated shipping notification, on-line at www.augustasportswear.com, or by calling Customer Care.

How do I pay my invoice?

We now have a single remittance address for all 3 brands. Please update your records to reflect: Augusta Sportswear, Inc. P.O. Box 205601, Dallas, TX 75320-5601.

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Customer Information

How do I become a customer?

Setting up a new customer account with Augusta Sportswear is easy! Click here and you will be directed to a new page to complete the “New Customer Request” form. Along with the request form, you will be asked to submit your Certificate of Business and state-appropriate tax forms.

I forgot my password, what do I do?

Click the “forgot password” link on the sign-in screen. Then you will have options to reset your password.

How do I edit my account information?

You may edit your shipping address and email address online by clicking "My account". To change any other company information please call customer care at 800-237-6695.

Will my pricing still be the same?

Yes! Your pricing will remain the same from the old sites to the new site. If you see pricing that is not the same, please contact Customer Care via phone, email or live chat.

Do you offer a sample program?

Yes, all sample orders are limited to one piece per style, color, and size. Please call Customer Care at 800-237-6695 or click here to place sample orders. We are happy to help!

Do you offer a package program?

Only High Five has a package program. Please click here to read more.

Do you have a sizing chart?

Yes, here is our Sizing and Fits page for all three brands. To view product specific specs, please click the link provided on the product page.

What are the shipping options?

Please visit the Shipping Information page to learn what options we provide. If you still have questions, please contact Customer Care via phone, email or live chat.

Will there be one shipping fee if my order ships from different locations?

With our new Fair and Simple shipping you will be able to order more than one brand and only be charged one shipment fee, even if it's shipping from multiple warehouses. Only when shipping expedited or COD will you have a shipping fee per delivery.

How does the volume discount apply to the new website?

You can now get volume level discounting across all three brands; Augusta Sportswear, Holloway and High Five Sportswear. Once you reach $3,000 or more you will receive an additional 5% off of your pricing level.

What is the policy on unclaimed COD shipments?

Any refused COD shipment is subject to freight charges and a 20% or $25.00 minimum re-handling charge. These charges will be added to the next order and may be subject to pre-payment prior to shipping.

How do I find out the price of an item for my business?

When you login you will see prices displayed on the product page for each style. Click the link “show prices” on the product page once you are logged in on the website.

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Returns FAQs

What is the return policy?

We will gladly replace merchandise or provide a refund if the order has shortages, damages or for items no longer needed.

  • Claims for damages or shortages must be made within 10 days of receipt of the order.
  • Requests for returns must be made within 60 days from date of shipment and returned in the original packaging.
  • Closeout merchandise may not be returned; all sales final.
  • Decorated products may not be returned including third party shipments.
  • All returns require a Factory Return Authorization. To request a return, call Customer Care at 800-237-6695 or fill out the returns request form.
  • Returned merchandise must be received within 30 days of receiving the Return Authorization.
  • Returns are subject to a 15% or $10 minimum restocking charge.
  • Restock fee will be waived if a replacement order of equal or greater value is placed at the time the Return Authorization is issued.

Send Augusta Sportswear® Product Returns (with Shipping Pre-Paid) to:

Augusta Sportswear Returns Department
425 Park West Drive
Grovetown, GA 30813

Holloway® and High Five® Returns (with Shipping Pre-Paid) to:

Holloway Returns Department
600 N Stolle Drive
Sidney, OH 45365

How do I request an RA?

To begin the returns process please click here.

When will I receive a credit for my return?

Once the return is received and processed, a credit will be issued within 3 weeks.

Who do I contact if there is a problem with my order?

Please call Customer Care at 800-237-6695, email us at sales@augustasportswear.com, or use the “Live Chat” link in the top right corner of the website. Monday – Friday, from 8am – 7pm EST.

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Credit/AR Information

How do I pay my invoices?

We now have a single remittance address for all 3 Brands. Please update your records to reflect: Augusta Sportswear, Inc. P.O. Box 205601, Dallas, TX 75320-5601.

What account number do I use to pay invoices?

All of your previous account numbers have been linked to your “payer” account number found on your invoice so please use your “payer” account number to pay invoices.

How do I apply for terms?

Augusta Sportswear extends lines of credit to our customers. To get started, you will need to complete a Credit Application and return it to our Credit Department. It may take up to 30 days before credit is approved or denied.

What is the terms policy?

Our normal terms are net 30 days with prior credit approval. A credit application form is available upon request. We also accept MasterCard® , Visa®, American Express® or Discover®. There is no surcharge or extra processing fee for credit card payment at the time of purchase. All other accounts will be shipped C.O.D., certified check or money order. In order to obtain company check privileges, a complete credit review must be completed. All returned checks will be charged a $30.00 fee. Augusta Sportswear, Inc.® requires a re-sale certificate or state tax identification certificate prior to opening an account or receiving a catalog.

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Sublimation Information

What is the minimum order quantity?

The minimum order quantity is 4 pieces. Any order 3 pieces or less will incur a one-time $20 MSRP charge.

Do all jerseys/short designs meet compliance standards?

It is your responsibility to insure that the uniform you have designed is compliant by consulting the governing body of your state or league.

I am typing in my account number to place an order and it will not move to the next page?

You must type in your full Holloway account number beginning with a capital H.

The builder will not allow me to add another text row or mascot, why?

First, check to ensure you have a selection clicked for all options, color, location, size, etc. Then click all the APPLY buttons again.

Can I edit a saved design?

Yes. A design can be edited by using the secure PIN provided when a design is saved. Please retain this PIN number as this is the only way to edit a saved design. Holloway Customer Care will not be able to access your PIN or provide a new PIN number. If you want to edit a saved design and have lost your pin, you can start with the existing design but will need to re-enter the roster and generate a new reference and PIN number.

What is the lead time for a sublimated uniform?

Lead time for Custom Sublimated Uniforms is updated on the Homepage of the Builder.

If the builder freezes while I am uploading artwork, what do I do?

First, don’t panic. We are here to help. Email your artwork to orders@hollowayusa.com and indicate in your email the design reference number the for the artwork and where you would like the artwork placed.

Will I receive an art proof for approval prior to order entry?

For Standard Builder Orders – the image that renders based on your design selection will serve as proof. This image will appear in your Saved Design email confirmation as well as the emailed Order Confirmation. For Custom Artwork Orders – Once your order is entered, you will receive an art proof for approval. This art proof must be approved before any garments will be produced.

Can I order jerseys and shorts separately?

Yes. You will need to make all the selections for both garments to be able to move forward on the builder, however, during the roster entry portion, you have the ability to choose the quantity of the garment. Enter a quantity of 0 if you do not want a particular garment.

Can I have player names on my uniforms?

Yes. Player names are optional on all uniforms. During the design of the uniform, please be sure to select the Player Name option and pick your font and color options. When you enter your roster and populate the name and number, be sure to preview each line carefully for accuracy.

Will the artwork sizing be the same on all sizes of garments ordered?

The vertical height will be the same. Only the horizontal width will vary.

Can I submit my own artwork?

Yes, all artwork must be submitted in vector format. We accept either .eps or .ai files. Our art team can also redraw your artwork if needed for $100 MSRP per art submitted. Please see our sublimation levels page for custom artwork information.

Why is it important to preview each image during roster entry?

It is important to preview each image during roster entry to ensure that the selections render correctly. This step allows the opportunity to go back and make changes to the design prior to order submission.

Will I receive a design confirmation for a design that I saved?

Yes. All saved designs will be emailed to the address entered during the save process. Only one email may be entered during the save process.

Where can I put special order notes or shipping instructions?

You can enter special notes or shipping instructions into the comment box during the review and save process.

When does a design become an order?

The design becomes an order when you follow the link to place an order, enter your Holloway account and shipping information and accept the terms and conditions. If you are placing an order from a previously saved design, you can click Start a New Order Based on this Design, review the design and roster information, then click the order link to continue. You will receive an automated email confirming that Holloway received your order.

Can I make changes to an order once it is submitted?

Some changes can be made within 24 hours of placing the order. Please contact Holloway Customer Care at 800-331-5156 to determine if order changes are possible.

Is there a 1 color font available?

All fonts are 2 color, however, you can choose the same color for both color options to make the font a 1 color.

How can I have a pattern fill all over my Jersey/Short?

Choose the All-Over as your design line, this is the jersey/short option which allows for an all over pattern.

Why is the team name/player name I entered wrapping the text on to two lines?

When longer names are entered, the rendering may show it wrapped on to two lines. Our art team will adjust the sizing so that each player name is on one line only.

Why was I able to use my PIN to make edits to the design, but am now unable to use my PIN to make changes to my order?

Once you have placed your order, you are unable to make changes without contacting Customer Care. We work very quickly to get your order processed so the design is locked once an order is placed to ensure that changes are not made that we do not see.

How do I indicate that I want multiple reference numbers to ship together?

To have multiple reference numbers shipped together, please indicate which reference numbers you want combined into one Customer Order in the Comments box. These orders should be submitted on the same day so that we can enter the customer orders as one to ensure consolidated shipping.

How do I care for my sublimated garment?

Sublimated designs will not crack, peel, or fade over time and will last the life span of the fabric. It cannot be washed out. Some pilling can occur over time with repeated wear, but this is same case with normal piece dyed fabric. Below is a list of Sublimation “Do’s and Don’t’s”. Following these care instructions will be crucial to the long life of your sublimated garment.

DO’S

  • Machine wash cold water, gentle cycle with similar colors.
  • Dampen any stains with water and a small amount of mild soap or detergent.
  • Tumble dry on low works fine, but hang to dry is best.
  • Turn garment inside out before washing (this is not required, but may extend the life of the garment)

DON'TS

  • Do not use bleach
  • Do not use fabric softeners
  • Do not iron
  • Do not dry clean
  • Do not store damp
  • Do not wash or dry with items containing Velcro zippers or other rough surfaces.

What are the costs for Sublimation Custom Artwork?

Holloway custom sublimation pricing includes all decoration in one competitive price. Use our selection of mascots and fonts or send us vector artwork for no additional charge. Need additional help to make your design perfect? Let our excellent art team assist you.

  • $100 MSRP when additional art services are required or to convert art to a vector file format
  • $100 MSRP per color for custom Pantone color matching
  • $400 MSRP to create custom design lines. Accepting these orders is at Holloway’s discretion.

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Varsity Jacket Information

Can I edit a saved design?

Yes. A design can be edited by using the secure PIN provided when a design is saved. Please be sure to retain this PIN as this is the only way to edit a saved design. Holloway Customer Care will not be able to access your PIN or provide a new PIN. If you want to edit a saved design and have lost your PIN, you will need to recreate a new design.

Will I receive a design confirmation for a design that I saved?

Yes. All saved designs will be emailed to the address entered during the save process. Only one email may be entered during the save process.

What is the lead time for my wool jacket?

The lead time for blank wool jacket placed on the builder are the same as the 3-5 week ship dates based on your account status.

When does a design become an order?

The design becomes an order when you follow the link to place an order, enter your Holloway account and shipping information and accept the terms and conditions. If you are placing an order from a previously saved design, you can click Start a New Order Based on this Design, review the design and roster information, then click the order link to continue. You will receive an automated email confirming that Holloway received your order.

Can I make changes to an order once it is submitted?

Some changes can be made within 24 hours of placing the order. Please contact Customer Care at 800-237-6695 to determine if order changes are possible.

Where can I put special order notes or shipping instructions?

You can enter special notes or shipping instructions into the comment box during the review and save process.

Am I able to customize my jacket further with decoration/lettering/braid/cordage?

Yes. Please use the comment box after you have added your sizes. You can reference previous orders, describe requested customization and/or reference the lettering you will be sending in to Holloway for use on your order. Our Customer Care team will reach you at the number provided on your order if they have any questions.

Where do I send lettering/chenille that I am supplying for the order?

Please send to:
600 North Stolle Ave.
Sidney, OH 45365
Attn: Lettering Coordinator and provide your PO#.

I want to design a wool jacket that is not showing as an option. What do I do?

Our most popular styles are shown on the site. To order any styles not shown, please send your order to sales@augustasportswear.com or call one of our Customer Care reps at 800-237-6695 to place your order.

Why was I able to use my PIN to make edits to the design, but am now unable to use my PIN to make changes to my order?

Once you have placed your order, you are unable to make changes without contacting Customer Care. We work very quickly to get your order in process so the design is locked once an order in placed to ensure that changes are not made that we do not see.

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Shipping


Will I be able to order all brands on one order?

Yes, Augusta Sportswear, Holloway and High Five Sportswear may be ordered during the same checkout process.

How do I get free shipping?

Any order shipping via UPS Ground with an Order Total over $200 qualifies for free shipping.

What is included to determine my shipping cost?

The Order Total amount is the sum total of the order, including items that are excluded from discounting, such as wool, VAS, discontinued items, samples, etc., less all applicable discounts or promo codes that are part of the order.

Does the new Free and Simple Shipping Program apply to all orders?

No, it only applies to orders shipped via UPS Ground to a single address within the lower 48 contiguous states and orders shipped via 3rd Day Priority USPS to Puerto Rico, Alaska and Hawaii.

How much is shipping?

Order Total of less than $100 = $10 Flat Rate Shipping
Order Total of $100.01 – $200 = $15 Flat Rate Shipping
Order Total of $200 or more = FREE Shipping

Do I get the same discount for any brand?

Yes, discount levels are the same for Augusta Sportswear®, Holloway® and High Five® brands.

Is there a handling fee?

No, the handling fee or order charge has been eliminated from all shipments.

Can I use my shipper number on orders under $200 but get free freight for orders over $200?

No. Our systems can only handle one program. You will need to choose one or the other.

Can I combine separate orders to reach the $200 free freight limit?

No, this is a per order charge. Multiple orders on the same day cannot be combined to reach the $200 limit.



Augusta Sportswear, Inc. provides same day shipping on every order received by 5pm EST, Monday through Friday. Our goal is to ship every order on time and free from errors. We employ industry best practices to ensure inventoryaccuracy, which means we make it a priority to have the right product in the right location in the right quantity. This, combined with our attention to detail and technologically advanced warehouse equipment, makes it possible for us to fulfill our customers’ orders accurately every time.

Augusta Shipping Sidney Shipping

Fair & Simple Pricing

With the Fair and Simple Pricing Program, customers will receive the same account level discount or “medallion” discount for all three brands. Now, customers can simply look up the price of an item based on their Medallion status. In addition, when customers log onto the wholesale website, their Medallion status will be clearly stated and automatically used in transactions going forward. Medallion discounts are determined by annual sales.

ASG’s new program benefits also include order level discounts where customers will receive an additional 5% off any order over $3,000. This stackable discount allows customers to receive this discount on top of their Medallion discount.

Furthermore, handling fees have been eliminated to reduce costs and simplify business.

Questions


How do I find out the price of an item for my business?

You will receive a call or mailing from us notifying you of your “medallion” discount status. This is your account level discount and applies to all of our brands. You simply look up your price on the price list based on your medallion status. In addition, when you log onto the B2B website, your medallion status will also be clearly stated and automatically used in transactions going forward.

Do I get the same discount for any brand?

Yes. We are standardizing discount levels across all three brands (Augusta, Holloway, and High Five) so that you’ll get the same discount on all three brands.

How was my discount determined since I have multiple account numbers with you?

We’ve linked all of your accounts together and used your total purchases from 2016 as the basis for your 2017 discount level. We will apply this same discount to each of your accounts.

Do all styles get the same account level discount?

Yes, except basic wicking tees under the Augusta brand. These items will have a steeper discount percentage due to the highly competitive nature of that category.

Are quantity discounts still available?

Yes. You can receive an additional 5% on any order over $3,000! This is a stackable discount, meaning it is in addition to any customer level discount.

Are we continuing with the High Five package discounts?

Yes. The High Five package program discounts remain intact. However, these programs effectively replace the 5% order level discount. Thus, for High Five package orders, you will automatically receive the better of package program pricing or the 5% account level discount if over $3,000.

What about the charges for larger sizes?

Another great benefit with this new program. We have standardized the price of larger sizes. Now, you only pay $1.00 for 2X; $3.00 for 3X; $4.50 for 4X; $6.00 for 5X; and $7.50 for 6X. This excludes wool products, which maintain our current charges.

What about wool products?

Wool discounts for Holloway remain unchanged. Therefore, wool products are not eligible for either medallion discounts or the 5% order discount.

Are there other items like wool that are excluded?

Yes, discontinued items, decoration charges, and samples are also excluded from the medallion discount and the 5% order discount.