FREQUENTLY ASKED QUESTIONS
We’ve sifted through our inboxes and and voicemails to find the most frequently asked questions about our our products and processes.
WHAT IS THE TIMELINE FOR CUSTOM ORDERS?
The timeline varies depending on several factors: size of order, line items ordered, complexity of artwork, and time of year. Turnaround time can range from 5-6 weeks. Please call our office to inquire about current turnaround times.
WHAT ARE THE MINIMUMS? CAN ITEMS BE COMBINED TO MEET MINIMUMS?
We have NO minimums (with the exception of socks at 144 pairs, cycling caps at 50 pieces and musette bags at 50 pieces). You can combine men’s and women’s quantities of the same garment (style/cut) to reach a price break; however, you cannot combine between the different styles.
DO I HAVE TO PAY FOR EVERYTHING UP FRONT?
No, we have several payment options based on how you would like to set up your order. You may choose to have your team members log in to our Team Center and pay for their own orders individually, or you may opt to submit a 50% deposit up front and pay for the balance right before the order ships.
I HAVE AN EVENT DATE I’M TRYING TO MEET. IF I SEND A DEPOSIT BEFORE THE ART IS COMPLETED, WILL THAT SAVE ME A SPACE IN THE PRODUCTION SCHEDULE?
We cannot process your order until we have your completed artwork, final order quantities, and payment.
WHAT IF I NEED TO ADD MORE ITEMS AFTER MY ORDER HAS BEEN PLACED?
Please contact your customer service representative to see if it’s possible to add and/or change sizes on your order.
WHAT IS YOUR POLICY FOR REORDERS?
There are NO minimums for reorders. True reorders (if the artwork does not change) will receive the same pricing as your first order as long as it’s placed during the same season. Our season is from September 1 – August 31.
I'M NOT EXACTLY SURE WHAT I WANT. CAN YOU HELP ME WITH MY DESIGN?
We have a full-service graphic design team that will help you with your artwork. You will be partnered with one graphic artist throughout the entire artwork process to help you with all of your custom pieces. If you want to provide some of your own artwork (logos, designs, etc.), we require all artwork to be in Vector format (.ai or .eps). You can also find our artwork templates here. Each order will come standard with 4 hours of free art time. *Please note: Excessive art time will be billed at the rate of $60/hour.
WHAT IF I CAN'T GET MY LOGOS IN EPS VECTOR FORMAT?
We can also accept a high-resolution JPEG file (300 dpi), and our art department can convert the file into vector format.
WHAT METHOD OF SHIPPING DO YOU USE?
If you require something other than ground shipping, the cost will be calculated based on the size of your order and your chosen method of delivery.
ARE THERE ANY DELIVERY RESTRICTIONS?
- FedEx will not deliver to PO Box & AP/FPO addresses. We deliver to these addresses using United States Postal Service.
- We do not accept orders shipped to PO Box & AP/FPO addresses in AK, HI, PR. For all orders shipped to these locations, please choose FedEx 2-Day delivery.
Hincapie Sportswear reserves the right to recalculate incorrect orders to include price changes, taxes, shipping and handling, when applicable. Corrected invoices will be sent via email within 24 hours.
HOW SHOULD I WASH THE CUSTOM GARMENTS?
Wash all garments in cold water and line dry. Do not iron. Use a color-safe non-chlorine bleach for dirt and mud stains, and spot clean gently to avoid snagging fabric.