Frequently Asked Questions (FAQ)

Each item is individually produced based on your selections at the time of order. Please see How to Place an Order for detailed instructions on customizing and ordering your product.

3. What is the minimum order size? Back to Top

There is no minimum size. Bulk discounts start at 6 pieces for printed products and 12 pieces for embroidered products.

4. How long will it take to produce my order? Back to Top

Your order is custom-produced at our facility in Louisville, KY. Please allow 5 business days for production time. Bulk orders will be completed in 7-10 business days.

On rare occasion we may experience delays in our production process due to, but not limited to, unforeseen increases in demand, holidays, third party vendor logistics, work stoppage, power failures, inclement weather, or other variables that could adversely affect the daily operations of Prep Sportswear.

5. Will you charge sales tax on my order? Back to Top

Sales tax will be added to all orders shipped to addresses in Kentucky and Washington.

6. Is it safe to use a credit card online? Back to Top

Yes. We use the latest secure server software (SSL) that encrypts all payment information. If you have questions or concerns about shopping at Prep Sportswear or about the use of your personal information, please read our Privacy Policy.

7. Will I get an order confirmation? Back to Top

After your order is processed, you will receive an order confirmation e-mail that will provide your order number, price, item description(s), size(s), and quantity. If you do not receive the email in your inbox, please check your spam folder.

8. How can I check the status of my order? Back to Top

Click the My Account button at the top of the page, then “Track Orders”. Click the “details” button next to the order number to see the status and get the tracking number once it has shipped.

9. How do I track my package? Back to Top

When your order ships, we will email you the tracking number. The tracking number is also found in the order details under My Account. Once you have the tracking number, you can follow the links below to track your package.

UPS

Package Tracking: http://wwwapps.ups.com/etracking/tracking.cgi
Phone: 1-800-742-5877

U.S. Postal Service

Priority Mail Package Tracking: http://www.usps.com/shipping/trackandconfirm.htm

10. How do I select a size that will fit me? Back to Top

Please see our Sizing section for more information.

11. Why is the size I want available in some colors but not in others? Back to Top

If the size you want does not show up for a particular color, that item is out of stock. You can contact Customer Service at customerservice@prepsportswear.com for information on selecting another similar item.

12. What if a product is sold out? Back to Top

We display only available products in our stores. Nevertheless, some products may become unavailable shortly after your order has been placed. When this happens, you will be notified via email and given the option to remove the item or choose a new color or size. Therefore, it is important that you include a valid email address when ordering.

13. What can I use as a form of payment? Back to Top

Prep Sportswear accepts American Express, Discover, MasterCard, PayPal, and Visa. We also accept GSA Smart Pay cards that feature the Visa or Mastercard logo. Military customers that are logged into their account with ExchangeOnlineMall.com can use their Military Star card upon checkout.

Prep Sportswear does not accept payment by Purchase Order.

14. When will you charge my credit card? Back to Top

Since all of our products are custom-made, we will charge your credit card at the time the order is placed.

15. How do I change or cancel my order? Back to Top

Changes to orders must be made by 11:59 pm PT the same day an order is placed. Orders placed on a weekend or holiday can be changed or cancelled up until 9:00 am PT the following business day by calling Customer Service at 1-800-556-7502. Business days are Monday through Friday, excluding holidays.

Cancellations must be made by 11:59 pm PT the same day an order is placed. To cancel an order log into My Account, find the correct order, click on the “View” button next to the order ID number, and click on the "cancel" button at the bottom left side of the page. The status of that order will change to "cancelled".

Changes or cancellations on bulk orders are only accepted before 11:59 pm PT on the same day the order is placed.

16. How do I place a Bulk Order? Back to Top

See our Bulk Ordering page.

17. Can I upload my team logo or special design? Back to Top

No.

Shipping

1. When will my order ship? Back to Top

We begin processing your order immediately. Our goal is to have the order shipped from our warehouse in 5 business days. Skins and stickers orders are processed in 2 business days and will ship separately. Weekends, holidays, and unusually high-order volume periods can sometimes cause delays in the shipping process.

If the item you ordered goes out of stock after you place the order, we will notify you via email so that you can choose a different color or item, or remove the item from your order.

2. How will my order ship? Back to Top

Skins and stickers are shipped via US Postal Service (USPS) First-Class or Priority Mail. Equipment and bulk orders ship via UPS Ground. All other items ship via the method you choose at checkout. We offer multiple USPS and UPS methods.

If you request shipment to a PO Box, APO, or FPO, it will be shipped via USPS. International addresses will be shipped via USPS Priority Mail International.

On rare occasion we may experience delays in our production process due to, but not limited to, unforeseen increases in demand, holidays, third party vendor logistics, work stoppage, power failures, inclement weather, or other variables that could adversely affect the daily operations of Prep Sportswear.

3. Can I ship to an APO/FPO address? Back to Top

We ship to APO/FPO addresses using USPS Priority Mail. To ship your order to an APO/FPO address follow the below steps at checkout

Choose United States in the drop-down box for "Country". All APO/FPO addresses must select United States as the "Country".
Enter APO or FPO in field for "City".
Enter the two digit region code (AA, AE, or AP) in the field for "State".

4. For International Orders, who pays customs, duties, and taxes? Back to Top

The package recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties, and fees levied by the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are levied once a shipment reaches the destination country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Contact your local customs office for further information.

Returns

1. What is your return policy? Back to Top

Because your Prep Sportswear products are one-of-a-kind items created especially for you, we do not accept returns for:

Products produced as ordered
Free or promotional items
Bulk orders

We will accept limited returns for:

Items with manufacturer damage or defects
Items damaged in shipment

Please contact us at 1-800-556-7502 or customerservice@prepsportswear.com within 15 days of receiving your order so we may assist you.

If your order arrives with manufacturer damage or defect or was damaged in shipment, we offer a convenient Photo Return option that speeds replacement. Simply take one digital photo of the item and one of the shipping container it arrived in, attach them to an email and send to customerservice@prepsportswear.com. Please include in the body of the email: your order number and a brief description of the reason for the return. Your request processes within 2 business days and you will receive an email letting you know your replacement is under production.

Sizing

1. How do I select the right size? Back to Top

Our merchants work closely with our vendors and brands to provide reliable sizing for each apparel item. However, because we carry a wide variety of styles and brands, sizing fluctuates from product to product. Each item on our website includes a size chart and measuring instructions. You can find the size chart located on the product page, right below the colors. In most cases, we provide body measurements for each size. Some products may also indicate the manufacturing specifications, such as garment width or length.

2. Do products run “true to size”? Back to Top

Due to the large variety of products that we carry, sizes may vary from brand to brand, product to product. Each item on our website includes a size chart and measuring instructions. You can find the size chart located on the product page, right below the colors. In most cases, we provide body measurements for each size. Some products may also indicate the manufacturing specifications, such as garment width or length.

3. What if I don’t know my measurements? Back to Top

We recommend that you first try to obtain your body measurements as this will provide you with the best guide for selecting a size. Another option is to measure another apparel item you already own and compare it to the garment specifications, labeled as width and length in the size chart.

4. The reviews of the product I want say that it “runs small” or “runs large”. Should I order a larger/smaller size than what I typically wear? Back to Top

We encourage our customers to share their opinions and feedback regarding their purchase. We share this information with you to help in the buying process. However, with product reviews, it’s important to remember that customers’ body types range greatly. Our goal is to provide you with both the product size chart and the product reviews to help you make the most informed choice.

5. I’m placing a large order for a team or group and I can’t get measurements from everyone. Can I get samples in different sizes for people to try on? And then can I return the samples? Back to Top

If you are placing a large order, you can order blank products in different sizes and then return them to us. You can do this by selecting “blank design” from the list of designs under the “choose design” heading. Items purchased must be blank, so please double check your order before checkout. For more assistance, contact us at customerservice@prepsportswear.com.

Create an Account

1. Do I need to create an account? Back to Top

Yes. You will need an account in order to make any purchases or join any programs with Prep Sportswear.

2. How do I create an account? Back to Top

Select the "Sign In" button at the top of any page on our site and click the "Register" button. Create a new account by entering your name, email address and password. That's it. You will receive a welcome email at the address you entered.

3. How do I access My Account? Back to Top

After creating your account, click the "My Account" button located at the top right of any page on the site. From there you can access and manage your account.

4. How do I update information? Back to Top

Once you are signed in, click "My Account" button and select "Profile". From there you can update your personal information including email address and preferences, password, billing and shipping addresses. Choose from the other tabs on this page to review and track orders, create and edit rosters, as well as, create and manage team stores.

5. What features are available in My Account? Back to Top

Within “My Account” you can check the status of current orders, review past orders, create and manage team stores, and create and edit team rosters.

Website Problems

1. What if I'm having problems using your website? Back to Top

See How to Place an Order. If you require additional assistance, please contact us at 1-800-556-7502 or customerservice@prepsportswear.com. Please include a detailed description of the issue.

2. Where do I enter my promo code? Back to Top

There are two ways to enter or update your promo code.

Click the "Update Promo" link at the top of any page. Enter the new code and click the "Update Promo" button.
In your shopping cart under your product information, enter your promo code and click the “Update promo code” button. The promotion code you enter will be displayed next to the “Active promo code” headline and the savings will be listed to the right, next to the heading “promo code savings”.

3. What if my promotion code isn’t working? Back to Top

Please double-check that you have entered the correct letters and numbers without spaces. If everything matches and your code still isn’t working, please contact us at 1-800-556-7502 or customerservice@prepsportswear.com.

4. Do you offer a military discount? Back to Top

Through our partnership with the ExchangeOnlineMall.com, we offer authorized exchange customers 10% off any order. Military customers must be logged in to their account with the ExchangeOnlineMall.com to take advantage of the discount.

5. I don’t see my school or college listed. How do I add them to the site? Back to Top

Schools are listed under the cities in which they are located. In some cases, a school may be listed under a different city than you expect.

If your school is missing from our directory you can request that we add it to our site by clicking the “add store” link located at the bottom of the page under the Customer Service heading. Please note that in some cases we may not be able to your store.

We are unable to add college stores from customer requests. However, we are continuing to add more colleges to our site. If you don’t see your college, please check back at a later date.

6. I have ordered products with my school name from you in the past, but now I cannot find the school. What happened? Back to Top

It’s possible that your school was removed from the site. Contact us at customerservice@prepsportswear.com to inquire on your specific school.

7. The activity or sport I want isn’t listed. Can you add it to my order? Back to Top

We may be able to modify the text of an existing design after you place your order. Please note that we cannot add or delete full lines of text. Please contact us at customerservice@prepsportswear.com for assistance.

8. There is a design I like, but it includes text/graphics I don’t want. Can I change it? Back to Top

We cannot modify or remove graphics, or add or delete full lines of text. In certain cases we may be able to modify the text that is already there. Please contact us at customerservice@prepsportswear.com for assistance.

9. I have entered a number and/or year, but it isn’t showing up in the design. What’s wrong? Back to Top

Not all designs use the number or year field. You need to select a design that includes the number and/or year in addition to entering the number and year in the correct fields. We cannot add number or year to a design template that doesn’t include already contain this field.

If you have selected a design that includes a number and/or year and you still do not see it in the image, try restarting your browser. If this does not work, please contact us at customerservice@prepsportswear.com.

10. Why can’t I add a name to my item? Back to Top

We are unable to add names to college items due to NCAA regulations. We are also unable to add names to embroidered items and certain products.

11. Why isn’t the size I want listed? Back to Top

If the size you want does not show up for a particular color, that item is out of stock. Contact us at customerservice@prepsportswear.com for assistance with selecting another similar item.

12. How can I determine if a store offers officially licensed product? Back to Top

If a store offers Officially Licensed Merchandise it will be clearly identified in the store header directly below the name of the store.

Example:
University of Washington Huskies Apparel Store
Officially Licensed Collegiate Merchandise

13. Who produces and fulfills product orders placed on this web site? Back to Top

All products on the web site are exclusively produced and fulfilled by Prep Sportswear.

Our Brands

1. What brands do you carry? Back to Top

Our merchants are continually working to bring you the latest brands and the best quality products. Check out the "Brands" category in your favorite store.

2. Can I recommend a product or brand? Back to Top

You can send us product suggestions by completing our feedback form here.