Frequently Asked Questions
- What are your customer service hours?
Our world class Customer Service Representatives are available to speak with you: Monday through Friday 9:30 AM to 5:30 PM Eastern Standard Time. Throughout the year, our staff stays late – particularly during the high-volume season when you need us, so it is always worth a call – you never know who will be hanging about the office – and if we’re here, we’ll answer! Of course, we also have access to our email from home and many of us will check it even after we go home for the evening at [email protected] . If you have an issue, please email us using our “Contact Us” page. You never know who might be checking the email late at night.
- Can I “trade” a pocket logo for a front number?
No. The application of the logo and a number require different processes and machines. Unfortunately, these are not equal “trade” items as far as production time, so we cannot trade a front number for a pocket logo.
- What is your return policy?
All claims and exchanges must be made within 10 days of receipt of goods. We will not accept returns for cash. However, we will be happy to exchange your return goods or apply the credit towards a future purchase. On exchanges, the customer must pay all freight charges. Garments with numbers, logos, or any other modifications or customization may not be returned under any circumstance unless the product is defective or is not what you ordered. We maintain the right to inspect returned merchandise to determine whether replacement or adjustments are valid. Be sure to inspect your merchandise. The merchandise left the factory in perfect condition. No returns will be accepted without our prior authorization. Please state date of purchase, invoice number and reason. A Return Authorization Number (RAN) will be issued and must appear on all shipping labels. All returns must be shipped prepaid, no C.O.D. will be accepted. Any damaged goods may be returned, but must follow our Return Policy.
- What if UPS or a freight carrier delivers the product late?
Totally Soccer is not responsible for the timely delivery of product using UPS and/or freight carriers – we can only ensure that the product leaves the factory in a timely manner and is shipped in the manner you requested. At times, UPS and or other freight carriers may offer discounted or waived shipping for not delivering your product as specified. Unfortunately, we cannot accept exchanges on customized uniforms even if they are delivered late by UPS, so please be sure to plan your purchases early and allow proper time for shipping.
- Can I Use My UPS or FedEx Account To Overnight Ship My Order?
No. We only ship via UPS using our account number. This enables us to maintain streamlined control of your package with our Preferred UPS Customer Service should anything go wrong with your delivery. Our Preferred Status also enables us to offer excellent rates.
- How can I tell your colors?
Colors will all show differently from computer monitor to computer monitor as settings will vary as well as photography settings – even from screen to screen. We have tried to select “standard” colors that meet people’s anticipated expectations. In other words, the colors we use are the medium selections such as the gold: not too brown, not too yellow – down the middle. We do have swatch kits available and would be happy to send them to you, so you can determine color for yourself.
- Do you ship around the world?
YES! We will ship worldwide. The buyer is responsible for any additional charges (duty, delivery charges, etc.) that may be incurred as a result of shipping around the globe. Orders are subject to approval.
- Are there additional discounts?
Additional volume discounts are available for orders over 10, 101 and 251. We specialize in team and club orders such as these and realize that they take personal attention to understand your unique needs. Please call our Club Sales Department at 888-660-8326 x 702 to discuss your opportunity.
- Are there any special conditions for my order?
All orders are subject to acceptance by TotallySoccer Sales and Credit departments. Depending on the size of your order, a deposit or prepayment may be required. As well, we will provide you with a Purchase Order that you will need to review and confirm. We may require written confirmation of your order. Due to the customized nature of the products we sell, once an order has been placed into production, there are no changes or cancellations allowed.
- How do I wash my soccer uniforms?
We recommend washing inside out in cold water and drying on the line. Due to the printing and special treatments, we recommend against using hot water during washing or using a dryer. Never use an iron.
- Can you tell me about your fabrics?
Yes, we have a complete fabric guide to assist you.
- How do I track my order?
Once your order has shipped, you will receive an email with your tracking number and shipping information. You can then track your order online.
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