FREQUENTLY ASKED QUESTIONS
Canada Specific FAQs
Do you have inventory in Canada?+—
No orders ship only from our various distribution centers across the US in order to make our entire product line available in Canada.
Do I have to pay duties or brokerage fees?+—
No there are no duty or brokerage charges. Augusta Sportswear Canada Inc is the importer of record on all orders.
What taxes will I be charged?+—
You will only be charged the same applicable taxes as doing business with any other Canadian company.
What are my options for placing orders?+—
You can place orders by phone, email, and online starting September 2020 on www.augustasportswear.ca.
How does product being returned get back across the border?+—
Product approved for return will be sent to our Canadian sales office. No special paperwork needed to ship product back across the border.
When will there be a Canadian B2B eCommerce website?+—
Our new website, www.augustasportswear.ca, featuring Canadian pricing will be available in September 2020.
What are the payment options for CAN invoices?+—
Invoices can be paid in CAD via cheque & EFT. Starting Fall 2020 credit card payments will also be available.
How quickly do orders ship once placed?+—
Blank orders ship same day when recieved before 3PM EST. Custom decorated and sublimated order ship dates can be found on our website and are updated daily
Can Canadian customers access all the brands and products available from Augusta Sportswear Brands including Russell Athletic?+—
Yes, all brands are available to Canadian customers. Certain Russell Athletic styles due to distribution restrictions in the Canadian market are not available.
Is there a Canadian version of the catalogue?+—
A digital copy of all catalogues with CAD MSRP pricing is available online. We do not offer a printed version of the catalog at this time
How long does it take for orders to arrive once they ship?+—
Orders generally arrive within 2 to 5 business days depending on where you are located in relation to the distribution center shipping your product.
Can I ship using my shipping account?+—
Canadian orders only ship under our Fair & Simple shipping program with FedEx.
Do orders ship direct to Canadian dealers?+—
Orders do ship direct from US warehouses to Canadian dealers. They do not stop first at our Canadian office.
What warehouses store and ship what product?+—
Holloway & Russell product ship from Sidney, Ohio.
Augusta & High Five product ship from Grovetown, Georgia.
Pacific Headwear ships from Eugene, Oregon (Western customers) & South Boston Virginia (Eastern customers).
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 Canada, Inc.
Is there a new website? +—
You can now utilize one website for all these brands: www.augustasportswear.ca
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
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 firstname.lastname@example.org, 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 anywhere in Canada that FedEx ground services are available. 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 July 6th, 2020 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. Our Canada office is located in Kitchener, Ontario.
How do I submit my Blank stock order? +—
• You can submit your blank stock order by checking out at www.augustasportswear.ca, by emailing email@example.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? +—
How do I submit my Decoration order? +—
Apparel: Submit your decorated apparel order or email firstname.lastname@example.org.
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.
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 email@example.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 firstname.lastname@example.org to request any account changes.
What is the return policy? +—
- 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 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.
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 $25 MSRP, and adds 3 days to the production time. The fee is waived if the order is for 72 pieces or more.
- STANDARD BUILDER SAMPLE – Customer can create their own sample on the builder for 50% off dealer price. It will ship in standard 3 weeks. It must be noted that this is a sample order in the comments. (1 piece limit)
- STANDARD BUILDER SAMPLE EXPEDITED - Customer can create their own sample on the builder and have it delivered in 2 weeks. They will pay net (dealer) price and must note this is a 2-week sample in the order comments. (1 piece limit)
- CUSTOM ARTWORK SAMPLES – Customer can create their own sample with artwork on the builder or email their PO and artwork to email@example.com, pay 50% off dealer price and will ship standard 4 weeks from the time art is approved. (1 piece limit)
- CUSTOM ARTWORK SAMPLES EXPEDITED – Customer can create their own sample with artwork on the builder or email their PO and artwork to firstname.lastname@example.org, and have it delivered in 2 weeks from art approval. They will pay net (dealer) price and must note this is a 2-week sample in the order comments. (1 piece limit)
- **All of the ABOVE are non-returnable**
- PRE-SELECTED SUBLIMATION SAMPLES (stock decorated – The letter S will be in the style number) - These will ship same day and are 50% off net price (which is dealer price). (M3 already has reduced price populated – no need to adjust pricing). These can be returned without a restocking fee.
- BLANK SIZE RUN SAMPLES (stock decorated – The letter S will be in the style number) – These are solid white (no decoration) and are used for sizing. They use the same style numbers as the stock decorated just make sure to choose white. These can be returned without a restocking fee.
How do I pay my invoices? +—
Canadian Payment Remittance Options:
1. CAD$ Cheques can be sent to our Kitchener, Ontario office
2. ACH or electronic wire transfer
HSBC Bank Canada
Beneficiary Name: Augusta Sportswear Canada Inc
Account Number: 143560-001
Transit #: 10102
Institution #: 016
Swift Code: HKBCCATT
Address: 70 York St., Toronto, ONT. Canada M5J 1S9
3. Credit Card payment options will only be available starting Fall 2020
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 email@example.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.
Augusta Sportswear Brands provides same day shipping Monday through Friday on every in-stock order when placed by the following deadlines:
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.
How do I get free shipping? +—
Any order shipping via FedEx Ground with an Order Total over $300 before applicable taxes 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 FedEx shipments shipped to a single contiguous CAN Address. 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 $300 or less = $40 Flat Rate Shipping
Order Total over $300 = 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 $300 but get free freight for orders over $300? +—
No all CAN customers are automatically enrolled in our Fair & Simple shipping program.
Can I combine separate orders to reach the $300 free freight limit? +—
No, this is a per order charge. Multiple orders on the same day cannot be combined to reach the $300 limit.
What is the policy on unclaimed COD shipments? +—
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 firstname.lastname@example.org for more information.
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 email@example.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: firstname.lastname@example.org.
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 $300 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 email@example.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.
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 firstname.lastname@example.org 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.