FREQUENTLY ASKED QUESTIONS

GENERAL FAQ's

How do I reach Customer Care?

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Customer Care is available 8am-6pm ET MON - FRI.

Phone: 800-237-6695
Email: sales@augustasportswear.com
Use "Live Chat" below
Use the Contact Form on the Help page.

Can I place an order if I don't have a business?

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In order to purchase direct you would need a resale certificate. If you do not have that and would like to purchase thru a local vendor, please contact our Customer Care with your zip code and our team will be happy to supply a list of companies in your area to order thru.

Can I place a single order for multiple brands?

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Yes, you can place a single order for all of our 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 are backorders handled?

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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 backorders 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. For custom items, please specify on your P.O. if you would like to ship and backorder, or all custom orders will ship complete.

Can I view my order history on the website?

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View your order history, located under My Account at the top right of your screen. Order history prior to 2018 will not be available online. If you need information on previous orders, please contact Customer Care.

How do I track my order?

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Order tracking information is available via the automated shipping notification. Track your order here or by calling Customer Care.

Do you have sizing information?

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Yes, view our Sizing Chart To view product specific specs, please click on the link provided on the product page under Style Measurements.

Where can I find available colors and inventory for a style?

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If you click on the item it will take you to the product page. You can then see available colors. If you click on a color, the inventory is listed below.

Are your backorder dates accurate?

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Yes, our backorder dates are accurate to the best of our ability.

Where are you located?

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We have offices, production facilities, and distribution centers in Grovetown, Georgia, Sidney, Ohio, Coburg, Oregon and South Boston, Virginia.

How do I submit my Blank stock order?

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You can submit your blank stock order by checking out at www.augustasportswear.com, by emailing sales@augustasportswear.com, or by calling Customer Care.

How do I submit my Sublimation Order?

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Please submit all Sublimation orders through our online builder. Start building now.

How do I submit my Wool order?

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Please submit all Wool orders through our online builder or email your P.O. to sales@augustasportswear.com.

How do I submit my Decoration order?

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Apparel: Submit your decorated apparel order or email sales@augustasportswear.com.

Custom Caps:You must be logged in to your dealer portal. Select the caps you wish to purchase, customize as desired, and click place order.

Do you have minimums?

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On blank stock items we do not have a minimum order quantity. We do have minimums on our custom products.

Do all of your products meet compliance standards?

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

CUSTOMER INFO

How do I become a customer?

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Setting up a new customer account with Augusta Sportswear Brands 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. Once the forms are received, a new account is typically setup with 24 - 48 hours.

How can I reopen my account if it was closed due to inactivity?

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Re-establishing an account is easy! Click here and you will be directed to a new page to complete the “New Customer Request” form. If you have your old account number, you can simply notate that in the form. Along with the request form, you will be asked to submit your Certificate of Business and updated state-appropriate tax forms. Once the forms are received, your account is typically reopened with 24 - 48 hours.

How do I unlock my account on the website?

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Please contact customer care or email sales@augustasportswear.com to request and out team will be happy to unlock your account.

I forgot my password, what do I do?

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You can reset your password here or click the “forgot password” link on the login screen at the top right. Then you will have options to reset your password.

How do I edit my account information?

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Please email customer care at sales@augustasportswear.com to request any account changes.

RETURNS

What is the return policy on Blank stock?

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All Returns require a valid Augusta Sportswear Return Authorization number. Returns are subject to a 15% 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.

  • 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 30 days from date of shipment and returned in the original packaging.
  • Closeout merchandise may not be returned; all sales final.
  • All caps must be returned unworn within 30 days of the RMA issue date in order to receive a refund.

Can a Decorated or Custom order be returned?

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Custom orders produced according to customer specifications and meeting production standards may not be returned.

Orders decorated by a 3rd party, including if they were decorated on a mis-shipment may not be returned.

How are caps with missing elements handled?

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Customers receiving caps that are missing elements such as buttons, button changes, custom piping, side or back logos may elect to return the caps for repair or receive a discount for the cost of the missing element. Caps with missing elements will not be replaced.

Can I return a Foam order?

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Foam may be returned for any reason within 30 days of receipt. Returned foam must be full sheet and undamaged in order to receive a refund.

How do I request a return authorization (RA)?

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To begin the returns process please click here.

When will I receive a credit for my return?

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

SAMPLES

Do you offer samples?

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We have various ways to take advantage of receiving a sample based on which type you are needing:

  • Blank Apparel & Caps:
    • All sample orders are 50% net price and limited to one piece per style, color, and size. Click here to place sample orders.
  • Custom Wool:
    • You may order 1 custom wool jacket at standard net pricing. This item would be non-returnable. We do offer sizing samples which are to be returned once sizing information is obtained.
  • Decorated Apparel:
    • You may order a 1 piece decorated sample at 50% net price for the garment and full price for the decoration based on the minimum quantity charge.
  • Spec Sample Cap:
    • Each stock cap with embroidered logo spec sample will be a flat $35 fee which includes: cap, embroidery and setup fee. For each additional cap with the same logo, it will be $10 MSRP.
    • If the sample results in an order for 144+ caps using exact artwork, a request can be submitted to credit for the spec sample.
    • Sew-outs, a sample cap we run and email a picture, are available for $25 MSRP, and adds 3 days to the production time. The fee is waived if the order is for 72 pieces or more.
  • Sublimation
    • STANDARD BUILDER SAMPLE - Customer can create their own sample on the builder for 50% off dealer price. It will ship in standard 3 weeks. It must be noted that this is a sample order in the comments (1 piece limit).
    • STANDARD BUILDER SAMPLE EXPEDITED - Customer can create their own sample on the builder and have it delivered in 2 weeks. They will pay net (dealer) price and must note this is a 2-week sample in the order comments (1 piece limit).
    • CUSTOM ARTWORK SAMPLES - Customer can create their own sample with artwork on the builder or email their PO and artwork to sales@augustasportswear.com, pay 50% off dealer price and will ship standard 4 weeks from the time art is approved (1 piece limit).
    • CUSTOM ARTWORK SAMPLES EXPEDITED - Customer can create their own sample with artwork on the builder or email their PO and artwork to sales@augustasportswear.com, and have it delivered in 2 weeks from art approval. They will pay net (dealer) price and must note this is a 2-week sample in the order comments (1 piece limit).
    • **All of the ABOVE are non-returnable**
    • PRE-SELECTED SUBLIMATION SAMPLESstock decorated - The letter S will be in the style number - These will ship same day and are 50% off net price (which is dealer price). (M3 already has reduced price populated – no need to adjust pricing. These can be returned without a restocking fee.
    • BLANK SIZE RUN SAMPLES - stock decorated – The letter S will be in the style number) – These are solid white (no decoration) and are used for sizing. They use the same style numbers as the stock decorated just make sure to choose white. These can be returned without a restocking fee.

CREDIT

How do I pay my invoices?

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Invoices wil be paid to:
Augusta Sportswear Brands
P.O. Box 205601
Dallas, TX 75320-5601

How do I apply for terms?

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Augusta Sportswear Brands 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. Email creditapplications@augustasportswear.com. to apply for terms.

What is the terms policy?

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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 Brands requires a re-sale certificate or state tax identification certificate prior to opening an account or receiving a catalog.

SHIPPING

What is the cutoff for same day shipping?

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Augusta Sportswear Brands provides same day shipping Monday through Friday on every in-stock order when placed by the following deadlines:

USPS – 2 P.M. ET
Fed Ex (all services) – 3 P.M. ET
International – 3 P.M. ET
UPS Air – 5 P.M. ET
USP Ground - 6 P.M. ET

Our goal is to ship every order on time and free from errors. We employ industry best practices to ensure inventory accuracy, 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

How do I get free shipping?

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If your order ships UPS Ground on our account and you have net or credit card terms, any order with a merchandise total over $200 qualifies for free shipping.

Please note that COD orders, orders shipping on a UPS Collect account or outside the US do not qualify for free freight.

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

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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, and on the same P.O.. Only when shipping expedited or COD will you have a shipping fee per delivery.

What is included to determine my shipping cost?

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

What is Fair and Simple shipping?

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Augusta Sportswear offers a freight program on qualifying orders.If you ship UPS ground on our account or 3rd Day Priority USPS for Puerto Rico, Alaska & Hawaii shipments and have Net or credit card terms, you are eligible for our freight program.

Merchandise Total of under $200 = $15 Flat Rate Shipping

Merchandise Total of $200 or more = FREE Shipping

* Orders shipped on your own Shipper Number will not be eligible for Fair & Simple Pricing.

* COD orders, shipments outside of the US and special shipping are not eligible for this program.

* Decoration charges are not included in the total to qualify for freight.

How much is shipping?

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If shipping on our Fair and Simple freight program:

  • Merchandise Total of $200 or less = $15 Flat Rate Shipping
  • Merchandise Total over $200 = FREE Shipping

Is there a handling / small order fee?

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Yes, any order value less than $50 has a small order fee of $5.

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

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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?

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

What is the policy on unclaimed COD shipments?

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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.

Who do I contact about shipping to Canada?

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For information regarding shipping our products to Canada, please contact us at canadasales@augustasportswear.com

PRICING

Do I receive the same pricing on all brands?

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Augusta Sportswear, Inc. offers account level discounts based on yearly purchases. Customer account pricing applies to all brands and styles, excluding wool.

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

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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.

What about the charges for larger sizes?

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We have standardized the price of larger sizes. Now, you only pay $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.

Do you offer discounts on your decoration?

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Apparel / Caps:

  • There are no discounts on garment / caps decoration charges.

VARSITY JACKETS

Can I edit a saved design?

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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. 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?

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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?

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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. Decoraton will add 1-2 weeks depending on technique.

When does a design become an order?

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The design becomes an order when you follow the link to place an order, enter your 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 we received your order.

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

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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?

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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?

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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 for use on your order. Our Customer Care team will reach you at the number provided on your order if they have any questions.

Can I order chenille patches without placing a jacket order?

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While we are happy to order and apply chenille to a jacket order, we are also happy to provide you with the lettering house we use if you just need the chenille patches. That way you are able to order direct and cut out the middle man per say. If all you need are the patches, please feel free to contact Universal Lettering at sales@universallettering.com.

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

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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?

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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?

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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.

DECORATION

What do you offer Decoration on?

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Most all apparel and caps (if interested in Sublimated apparel, Russell Athletic Custom apparel or Custom Wool, please see the separate FAQs sections for those order types)

What is the lead time for decorated garments?

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Please note: If ordering decorated apparel and caps on the same order, the orders may be produced and shipping of different days based on each area's lead times.

  • Apparel: Click herefor our lead times updated daily
  • Embroidered Stock Caps: Ship 10-business days after the order date, based on availability
  • Embroidered Custom Caps: Ship 50-business days after the order date, based on availability
  • Patches: Ship 20 to 25-business days after the order date, based on type of patch

What format do you need the artwork?

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Vector files, including PDF, EMB, DST, JPG. These files can be uploaded to CapBuilder, uploaded to the online Decoration order form or emailed in with the P.O.

Can you do the same logo on a apparel and a cap?

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Yes, most logos we can use on both. The logos size and color may not match exact, but you will receive artwork proofs to approve prior to us producing either order.

How do I submit a decoration order?

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  • Apparel: Click here to submit your decorated apparel order or email sales@augustasportswear.com
  • Custom Caps: You must be logged in to your dealer portal. Select the caps you wish to purchase, customize as desired, and click place order.

Who do I contact if I have a question or need a quote on a decorated order?

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Please email:

How will I be invoiced if I order decorated apparel and caps?

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If you place an order for decorated caps and apparel on one P.O., you will receive 2 separate invoices: one when the apparel ship and one when the caps ship.

Does my decoration charges count towards my free shipping?

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Yes, your charges for decoration do count towards meeting the $200 for Free Shipping.

What type of thread do you use?

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Isacord on our custom caps and Signature on our apparel.

What are you order minimums?

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  • Decorated Orders: 12 piece minimum per color way and logo
  • Screen Print on apparel: has a 24 piece minimum
  • ProLid Orders: have an 18 piece minimum
  • Embroidered, Woven or Sublimated Patches: 48 pieces
  • FlexStyle® by Pacific Headwear: 24 pieces
  • Genuine Leather Patches: 24 pieces

How do I place a Rush order?

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When placing your order, please note that you would like a RUSH and provide the desired delivery. We do not have a rush fee, but will work with our production manager to see if we can get the order rushed out. A team member will let you know if we are unable to meet your date.

How can I get a pre-order Virtual Sample/Mock Up of a decorated cap or apparel?

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Send your request, including your choice of headwear/apparel and artwork to sales@augustasportswear.com. Virtual samples can take 48-72 hours to receive back.

Cap Builder won't let me decorate with a patch, why?

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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 on CapBuilder?

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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.

Where can I put special order notes or shipping instructions on CapBuilder?

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

What are your Decorating Terms?

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APPLIQUÉ: The process of stitching decoration or trimming, cut from one fabric piece, to another, to add dimension.

EMBROIDERY: The process of decorating by using a special machine that is programmed to stitch a design combining texture, pattern and color. Holloway can match thread colors for any embroidery to your logo or artwork.

JERSEY APPLIQUÉ: The process of specifically stitching decoration or trimming, cut from Jersey Knit fabric, to another, adding dimension.

MULTIMEDIA: The process of applying two or more of the techniques by layering them on a single apparel. This technique is a great way to create truly one-of-a-kind looks.

REVERSE LASER APPLIQUÉ: The process of using a laser beam to cut single or multiple fabric layers of fabric, revealing a fine, detailed design. Reverse Laser Appliqué is a great technique to add texture to Holloway sweatshirts.

SCREEN PRINT: The process of creating a printed design by squeezing ink through screens and allowing color to pass through open areas. Multi-colored designs are achieved using one screen for each color in the design.

What are your embroidery terms?

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BACKING: Material used beneath the embroidered fabric to provide stability and support.

DIGITIZING: The process of converting artwork or logos into a series of stitch commands read by an embroidery machine’s computer.

EMBLEM/PATCH: An embroidered design with a finished edge, stitched independent of a apparel.

FELT: A non-woven fabric made by layering thin sheets of fibers, then applying heat, moisture and pressure to shrink and compress the fibers into a thick matted cloth that will not ravel or fray. Often used for appliqué designs and letters.

FINISHING: Processes done after the embroidery is completed, including trimming loose threads, removing excess facing or backing, and pressing or steaming to remove puckers and hoop marks.

LETTERING: An embroidery that uses letters or words. Lettering, commonly called “keyboard lettering,” may be created using an embroidery lettering program on a computer or from circuit boards that allow variance of letter style, size, height, density and other characteristics. This technique is often seen on Augusta baseball and basketball jerseys.

MONOGRAM: An embroidered design composed of one or more letters, usually one’s initials or name.

PUFF EMBROIDERY: The process of stitching a dense motif over embroidery/craft foam to create a three-dimensional effect.

SPECIALTY THREADS: Threads designed for effects such as shine, glitter, iridescence or thickness. The threads are often are made from synthetic materials including rayon, metallic and textured nylon. Mercerized cotton is also often used.

TACKLE TWILL: Letters or numbers cut from Twill fabric that are commonly used for athletic teams and organizations. Tackle Twill Appliqués attach to a apparel with an adhesive backing that tacks them in place; the edges of the Appliqués are then zigzag stitched.

What are your guidelines for apparel decoration placement?

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Please refer to this pdf for our apparel decoration placement guidelines.

FREESTYLE HEADWEAR

How long is my Lead Time?

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All lead times are from art approval. For the fastest turn time place your order through the FREESTYLE headwear builder. You can use the comment box to instruct our art team to make any changes to the artwork or order that you are unable to complete on the builder. Art proofs will be sent in less than 2 business days. For orders not entered on the FREESTYLE headwear builder or web form proofs can take up to 5 business days.

Headwear Builder Order Types

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Type Definition Will get an art approval
Standard Builder Orders placed on the builder, where all artwork is selected from the builder (including size of decoration). Yes
Builder with Custom Logo Orders placed on the builder that utilize a custom logo supplied by the customer in a preferred art format. Yes
Reorder from Builder A reorder is defined as using the same artwork in the same colors and size on the same hat. Yes

*Please allow 2-3 business days for art approvals when placed on the builder. This can extend during peak seasons or when the builder is not utilized for an order.

Headwear Decoration Types

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Type Order Placement Method Lead Time Minimum Units Per Order
Flat Embroidery FreeStyle Builder 10 days 12
3D Embroidery FreeStyle Builder 10 days 12
Custom USA FreeStyle Builder 50 days 12
Leather / Faux patches FreeStyle Builder 15 days 24
Flex Style Web Form 15 days 20
Sublimated or Silicone patches Web Form 20 days 48
Woven Embroidery Patches Web Form 25 days 48
Custom Beanie Email 30 days 24
ProLids Email 60 days 18

Lead times are in business days and can be extended during peak seasons.

If multiple lead times are on one order we will ship the order complete at the later of the two dates.

What is defined as a reorder?

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Reorders from previous builder orders will receive an art proof. A reorder is defined as using the same artwork in the same colors and size on the same hat. Embroidery reorders ordered within 60 days of their invoice date of the previous order do not have a minimum.

How soon does a replacement order ship?

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We make every effort to ship quickly and accurately. If we make an error we strive to ship replacements at or before our published lead times.

What format do you need the artwork?

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Vector files, including PDF, AI, and EPS. We can also take JPG and PNG to redraw. These files can be uploaded to the FreeStyle cap builder, uploaded to the online Decoration order form or emailed in with the P.O. Supplying artwork in preferred format allows for a more accurate and timely order experience. Please email: sales@augustasportswear.com.

If you have a DST or EMB file that you would like us to use, please send file to sales@augustasportswear.com, and in the subject please put in the subject line “DST FILE, PO: XXXX/ Design ID: C1234” and attach the file(s).

What type of thread do you use?

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The thread that we use for custom caps is Isacord and on our apparel we use Signature Thread.

Art Approval

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Art approval is your sign off on the artwork and roster telling us to proceed with an order you have already placed. We do everything possible to ensure order accuracy, but ultimately need your final sign off to produce the garment accurately. It is critical to give the art approval process a thorough review. Lead times do not start until you have provided approval on the artwork, roster, and all relevant order information.

How will I be invoiced if I order decorated apparel and caps?

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If you place an order for decorated caps and apparel on one P.O., you will receive 2 separate invoices: one when the apparel ship and one when the caps ship.

Does my decoration charges count towards my free shipping?

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Yes, your charges for decoration do count towards meeting the $200 for Free Shipping.

Where can I put special order notes on the CapBuilder?

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

What is the process to order a mock-up (non-order virtual)?

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Please use our web form to order your mock-up. You will receive artwork in the form of a proof which you will need to approve

How do you order off an approved mock-up?

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Please use the web form to send in your approved mock-up and sizes. If you already approved it, it will not get a second proof.

What is the preferred method to place a reorder?

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As we migrate to the Freestyle builder the preferred way to place a reorder is to rebuild it on the FreeStyle builder. If you rebuild it once, you will be able to order again and again using the reorder functionality in your saved design history. If you would prefer to not take the route, you are able to reorder using the custom jot from and a previous order #. You can access that link from here

What is the decorated order sample policy?

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Decorated samples are available on a stock cap. There is a $35.00 charge for the first piece. Each piece after that is $10.00 more per cap for up to 6 pieces. Each additional piece after the first can be on a different style cap or a different thread color.

Do we PMS color match?

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We offer a deep stock of thread colors. If we do not have your desired color you will need to send us the thread color. If you do not see your desired thread color on the builder but believe we stock the color that you need, please list the color in the comment box

Order changes and cancellations

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After art approval orders cannot be cancelled or changed. If you have not approved artwork or need to make a change, please email Augusta Sportswear Brands at sales@augustasportswear.com. for all changes.

Returns

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Augusta Sportswear Brands custom product is not available for returns. Defective garments will be reviewed on a case by case basis.

Shortages & claims

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All shortages/claims must be made within 10 business days of invoice date. We will make every effort to get all shortages replaced and shipped within 5 business days.

Copyright & registered trademark

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Uploading an image or logo constitutes the customer’s consent to give Augusta Sportswear a royalty-free, irrevocable license to use and reproduce such image or logo on customized products as ordered by the customer. The customer agrees to indemnify Augusta Sportswear for the use of such an image or logo on the customized product as ordered by the customer. Augusta Sportswear Brands Customer Care will provide each customer with a licensed logo authorization form to release the rights to use with the customer’s order from.
Augusta Sportswear reserves the right to refuse any order with art deemed inappropriate because of an inappropriate logo or phrase.

Compliance:

It is the customer’s responsibility to ensure that the uniform they have designed is compliant by consulting the governing body of their state or league. Augusta Sportswear Brands will not be responsible for production delays caused by natural disasters, strikes, labor disputes, war, riots, civil discord, terrorism, US holidays, local Mexico holidays, government actions, customs delays, Fed Ex delays.

What is Applique?

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The process of stitching decoration or trimming, cut from one fabric piece, to another, to add dimension.

What is Embroidery?

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The process of decorating by using a special machine that is programmed to stitch a design combining texture, pattern and color.

What is Backing?

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Material used beneath the embroidered fabric to provide stability and support.

What is Digitizing?

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The process of converting artwork or logos into a series of stitch commands read by an embroidery machine’s computer.

What is an Emblem/Patch?

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An embroidered design with a finished edge, stitched independent of apparel.

What is Finishing?

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Processes done after the embroidery is completed, including trimming loose threads, removing excess facing or backing, and pressing or steaming to remove puckers and hoop marks.

What is a Monogram?

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An embroidered design composed of one or more letters, usually one’s initials or name.

What is 3D / Puff Embroidery?

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The process of stitching a dense motif over embroidery/craft foam to create a three-dimensional effect.

What are Specialty Threads?

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Threads designed for effects such as shine, glitter, iridescence or thickness. The threads are often made from synthetic materials including rayon, metallic and textured nylon. Mercerized cotton is also often used.

FREESTYLE SUBLIMATION

Click here for additional information related to FreeStyle Sublimation.

Sublimation Order Types

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Type Definition Order Placement Method Art Approval Art Fee Minimum Per Order
Standard Builder Orders placed on the builder, where all artwork is selected from the builder (including size of decoration). FreeStyle Builder No No 0
Builder with Custom Logo Orders placed on the builder that utilize a custom logo supplied by the customer in a vector format. FreeStyle Builder Yes No 0
Full Custom Full custom orders that contain either a logo redraw, custom design lines, or custom placements. Full Custom Design Web Form Yes $6.00 MSRP per unit. Max charge up to 50 units. 12
  • * Please allow 2-3 days for art approvals
  • What are your lead times?

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    Standard lead times in business days from art approval

    Sublimation Category Standard Builder Builder with Custom Logo Full Custom
    Cut & Sew 15 15 20
    Turbo Styles 5 5 10
    • Orders placed over email and not using the preferred order placement method will receive 5 additional days of lead time
    • Turbo styles are select cut & sew garments that give you the highest quality and coverage with the fastest lead times. These styles are notated on the builder. Although all Turbo orders using our design templates and vector artwork will get our fastest lead time, please ensure no delay in order entry by placing your order on our FreeStyle builder.
    • Custom colors and fonts require additional lead time as addressed below.
    • For Turbo styles please allow 1 extra day of lead time for every 100 pcs on an order. A 300 pc order would have 3 additional days of lead time.
    • Augusta Sportswear Brands will not be responsible for production delays caused by natural disasters, strikes, labor disputes, war, riots, civil discord, terrorism, US holidays, local Mexico holidays, government actions, customs delays, Fed Ex delays.
    • Lead times are based on available capacity and may be adjusted during peak periods.
    • Lead time starts from art approval. Supplying artwork in vector format and supplying detailed information around placement, size, and colors will help speed up the process.

    Do you offer replacements if a purchase is damaged or missing?

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    We make every effort to ship quickly and accurately. If we make an error we strive to ship replacements within 7 business days from art approval.

    How should I submit artwork?

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    For the quickest and most economical order process, please submit artwork in vector format. We accept either .eps, pdf, or .ai files. All other file types can be redrawn but will not be exact match and will extend lead-time.

    What do I need to know about art approval?

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    Art approval is your sign off on the artwork and roster telling us to proceed with an order you have already placed. We do everything possible to ensure order accuracy, but ultimately need your final sign off to produce the garment accurately. It is critical to give the art approval process a thorough review. Lead times do not start until you have provided approval on the artwork, roster, and all relevant order information.

    What do I need to know about Roster Approval?

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    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. The customer is responsible for proofing and approving all names and numbers. This includes ensuring font is in desired upper or lower case format. Utilize our online roster form for ease of submission. Please follow roster instructions to ensure correct information is applied to your order.

    What do I need to know about mockups?

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    Mock-ups are requests for artwork without supplying an order. Augusta Sportswear Brands offers free custom mock-ups and logo redraws. In the rare instance that art requires over 3 hours to complete and is not accompanied with an order, you will be charged an additional charge for the time. We will request your approval to move forward before proceeding with the charges. In these instances when you pay for a mock up and come back to place your order we will not charge the custom art fee associated with that order. If you place an order from a mock-up you will still receive the final art with your roster to approve.

    Can I use a custom font?

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    Augusta Sportswear brands will accept custom font orders if the live format of the custom font is provided. The order will be considered full custom and longer lead times apply. See details above. Additionally, a per unit upcharge of $6 MSRP will be applied for up to 50 units. Augusta Sportswear pattern fills can be added to both standard and custom fonts. If the garment design uses a standard font and pattern fills are applied, the order will be considered full custom with longer lead times and the $6 MSPR per unit upcharge. If the garment design uses a custom font and pattern fills are applied, garments will only be upcharged $6 MSRP per unit once. Custom fonts or adding a pattern fills to fonts require additional time for large orders. Please add 5 additional days on orders over 75 pieces.

    What is your sample policy for FreeStyle Sublimation?

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    Type Purpose Lead Time Restocking Fee Where to find
    Pre-selected samples Show quality and style Same day No Check website or email sales@augustasportswear.com
    Fit samples Fit player for size Same day No Email sales@augustasportswear.com
    Custom sample Spec sample for an order Standard time 50% off / Expedite to 10 days full price Yes Create on builder or send to sales@augustasportswear.com

    How much does the digital color vary from the final product?

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    Augusta Sportswear offers a robust color pallet to cover any need. Colors are intended to match each of our brands stock color standards. These colors are calibrated regularly on all equipment. Despite all efforts to perfectly match the color standard, it is impossible to guarantee an exact match from order to order.

    Online designs feature RGB values which can vary from one monitor to another. In production, the RGB values are converted to CMYK values for printing. Augusta Sportswear Brands will not be responsible for color variations between online previews and production garments.

    Do you offer PMS color matching?

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    We offer PMS color matching as a service. We are unable to guarantee an exact color match, but will utilize a detailed process to ensure the closest match possible. We charge $100.00 MSRP per color to be matched. These orders will require additional lead time to match the color. Please add 5 days to your lead time if you have less than 5 PMS color matches. Please add 10 days if you have 5 or more PMS color matches. Rush service is not available on these orders.

    Reorders requiring a PMS color match will not receive a charge, but will require the additional lead time stated above.

    We are unable to PMS color match on Russell Athletic styles.

    Sublimated reversible garments are a great product to purchase two jerseys for the price of one. Please know that when very light and very dark colors are printed on reverse sides the darker color will show through the light color and will cause colors to be slightly off standard.

    What are the details for shipping FreeStyle Sublimation purchases?

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    All cut and sew sublimated products are shipped directly from Mexico to the United States by International Fed Ex. The customer receives shipments the next business day unless it gets held in customs. Saturday delivery is not available. Augusta Sportswear Brands is not responsible for customs delays.

    How often is tracking information updated for orders?

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    Please keep in mind when tracking orders on the FedEx website, the website will not show the correct delivery date until orders pass through customs and are in the United States. Once product is in the United States, FedEx should update their tracking information

    Can I make changes to my order after I've submitted it?

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    After art approval orders cannot be cancelled or changed. If you have not approved artwork or need to make a change, please email Augusta Sportswear Brands at customsublimation@hollowayusa.com for art changes and sales@augustasportswear.com for all other changes.

    What is your policy on returns?

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    Augusta Sportswear Brands sublimated product is not available for returns. Defective garments will be reviewed on a case by case bases.

    How are shortages and claims handled?

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    All shortages/claims must be made within 10 days of invoice date. We will make every effort to get all shortages replaced and shipped within 7 business days.

    What if I want to make a COD (cash on delivery) payment?

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    COD payments are unavailable for sublimated orders.

    What is your policy on copyright and registered trademarks?

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    Uploading an image or logo constitutes the customer’s consent to give Augusta Sportswear a royalty-free, irrevocable license to use and reproduce such image or logo on customized products as ordered by the customer. The customer agrees to indemnify Augusta Sportswear for the use of such image or logo on the customized product as ordered by the customer. Augusta Sportswear Brands Customer Care will provide each customer with a licensed logo authorization form to release the rights to use with the customer’s order from.

    Augusta Sportswear reserves the right to refuse any order with art deemed inappropriate because of an inappropriate logo or phrase.

    Compliance: It is the customer’s responsibility to ensure that the uniform they have designed is compliant by consulting the governing body of their state or league.

    Are there special care instructions for sublimated garments?

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    Sublimated designs will not crack, peel, or fade over time and will last the life span of the fabric. Designs do not wash out. Similar to piece dyed fabric pilling can occur. When pilling occurs the white body fabric can become visible. Below is a list of Sublimation “Do’s and Don’ts”. Following these care instructions will be crucial to the long life of your sublimated garment.

    Yes No
    Machine wash cold water, gentle cycle with similar colors. Do not use bleach
    Dampen any stains with water and a small amount of mild soap or detergent. Do not use fabric softeners
    Tumble dry on low works fine, but hang to dry is best. Do not iron
    Turn garment inside out before washing (this is not required, but may extend the life of the garment) Do not dry clean, store damp, or wash or dry with items containing Velcro zipper, or other rough surfaces
    Do not rub fabric against abrasive surfaces like a fence or Velcro from a bag
    • Augusta Sportswear Brands will not be responsible for uniforms that are damaged due to improper care or maintenance. Failure to follow our specified care instructions will void all guarantees.
    • Under no circumstances are sublimated garments to be put through a screen-print dryer or heat press. Dyes will migrate and the design will be ruined.