FREQUENTLY ASKED QUESTIONS

General FAQs

What does Pacific Headwear joining Augusta Sportswear, Inc. mean to me? +

Now there is one experience for all of the Augusta Sportswear Brands: Augusta Sportswear, Holloway® Sportswear, High Five Sportswear, Russell Athletic and Pacific Headwear. Even if you had only ordered one brand in the past, it is now easier to order any of these on a single order, earn free shipping faster, and earn more savings.

Is there a new company name? +

We are now a house of brands operating under Augusta Sportswear, Inc.

Is there a new website? +

You can now utilize one website for all these brands: www.augustasportswear.com

How do I reach Customer Care? +

Customer Care is available 8am-7pm EST MON - FRI.
Hours may be reduced to 8AM to 6PM during non-peak season
Pacific Headwear specific customer care is available 10am – 7pm EST
Phone: 800-237-6695
Email: sales@augustasportswear.com
Use 'Live Chat' below
Use the Contact Form on the Help page.

Can I place a single order for multiple brands? +

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? +

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 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.

Can I view my order history on the website? +

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? +

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

Do you have sizing information? +

Yes, view our Sizing chart. To view product specific specs, please click the link provided on the product page.

How does the volume discount apply? +

You can now get volume level discounting across all brands. Once you reach $3,000 or more you will receive an additional 5% off of your pricing level. Wool, decoration, samples and discontinued items do not count toward the $3,000.

Where are you located? +

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? +

• 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? +

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

How do I submit my Wool order? +

• 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? +

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? +

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? +

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

How do I request a return authorization(RA)? +

To begin the returns process please click here.

Customer Info

What is my account number now that Pacific Headwear is a part of Augusta Sportswear, Inc.? +

If you had an account with both Augusta Sportswear and Pacific Headwear, your account number going forward will be your Augusta account number.
If you did not have an account with Pacific Headwear, but had one with Augusta Sportswear, you can now use your Augusta account number to order Pacific Headwear items.
If you did not have an account with Augusta Sportswear, but had one with Pacific Headwear, please email sales@augustasportswear.com to see if you have an account number set up, or you can apply for a new account number to continue ordering Pacific Headwear and Augusta Sportswear.

How do I become a customer? +

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.

I forgot my password, what do I do? +

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? +

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

Returns

What is the return policy? +

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.
  • Blank Stock:
    • 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.
  • Custom Apparel Decoration, Wool and Sublimation and Custom Caps:
    • Custom orders produced according to customer specifications and meeting production standards, including 3rd party shipments, may not be returned.
  • Missing Cap Elements:
    • 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.
  • Foam:
    • 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)? +

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.

Samples

Yes, 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 SAMPLES (stock 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? +

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

How do I apply for terms? +

Augusta Sportswear Brands extends lines of credit to our customers. Fill out this form to get started. It may take up to 30 days before credit is approved or denied. Contact creditapplications@augustasportswear.com for any help.

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

Shipping

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. EST
Fed Ex (all services) – 3 P.M. EST
International – 4 P.M. EST
UPS Air – 5 P.M. EST
USP Ground - 6 P.M. EST

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? +

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

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

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? +

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

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 much is shipping? +

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

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.

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.

Who do I contact about shipping to Canada? +

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? +

There are specific Augusta, Russell Athletic and Pacific Headwear styles that offer additional discounts.

Are there any discounts I am eligible to receive? +

Augusta Sportswear, Inc. offers account level discounts based on yearly purchases, some cap decoration discounts, quantity discounts, as well as specific style discounts.

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.

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 account level discount.
Wool, decoration, samples and discontinued items do not count toward the $3,000.

What about the charges for larger sizes? +

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 officer Discounts on your decoration? +

Apparel: There are no discounts on garment decoration charges.

Caps:There are account level discounts on some cap decoration. Please see the most up-to-date price list or contact sales@augustasportswear.com for more information.

Decoration

What do you offer Decoration on? +

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 are your lead times? +

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 here for our lead times updated daily
Embroidered Stock Caps: Ship 10-business days after the order date, based on availability
Embroidered Custom Caps: Ship 15-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? +

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? +

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? +

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? +

Please email: sales@augustasportswear.com.

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

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? +

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

Does my decoration charges count towards my $3,000/5% order discount? +

The 5% discount is only off apparel total, so the total of the apparel alone would need to equal $3,000+ to receive the discount. Decoration charges are not discounted the 5%.

What type of thread do you use? +

Isacord on our custom caps and Signature on our apparel

What are you order minimums? +

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? +

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? +

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? +

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? +

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? +

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

Varsity Jackets

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. 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 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? +

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 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.

PACIFIC HEADWEAR INTEGRATION

What does Pacific Headwear joining Augusta Sportswear, Inc. mean to me? +

Now there is one experience for all of the Augusta Sportswear Brands: Augusta Sportswear, Holloway® Sportswear, High Five Sportswear, Russell Athletic and Pacific Headwear. Even if you had only ordered one brand in the past, it is now easier to order any of these on a single order, earn free shipping faster, and earn more savings.

Is there a new company name? +

We are now a house of brands operating under Augusta Sportswear, Inc.

Is there a new website? +

You can now utilize one website for all these brands: www.augustasportswear.com

Can I view my order history on the website? +

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? +

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

What is the return policy? +

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.
  • Missing Cap Elements:
    • 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.

How do I request a return authorization (RA)? +

To begin the returns process please click here.

What is my account number now that Pacific Headwear is a part of Augusta Sportswear, Inc.? +

If you had an account with both Augusta Sportswear and Pacific Headwear, your account number going forward will be your Augusta account number.
If you did not have an account with Pacific Headwear, but had one with Augusta Sportswear, you can now use your Augusta account number to order Pacific Headwear items.
If you did not have an account with Augusta Sportswear, but had one with Pacific Headwear, please email sales@augustasportswear.com to see if you have an account number set up, or you can apply for a new account number to continue ordering Pacific Headwear and Augusta Sportswear.

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

  • 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.

How do I pay my invoices? +

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

How do I get free shipping? +

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

How much is shipping? +

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

Do I receive the same pricing on all brands? +

There are specific Augusta, Russell Athletic and Pacific Headwear styles that offer additional discounts.