Frequently Asked Questions – FAQ’s
Q: Will you send me a catalog?
A: Yes. Catalogs can also be obtained on our Catalog page. Simply click on the supplier and view the catalog; however, not all suppliers provide digital catalogs.
Q: What does it mean for an item to be on backorder?
A: Items on backorder are items that are normally stocked, but out of stock at the time of order. Items are typically returned to stock once manufactured. When they are available, backordered items are shipped to you at no additional shipping charge.
Q: Why didn't the website tell me the item was backordered before I purchased it?
A: We apologize for that. Thousands of orders are processed each day from each manufacturer and unfortunately, backorders occur. Often, inventory availability does not sync with our site; therefore, we only sell the most popular stocking items that rarely have inventory issues. Since we are a national distributor for each of the vendors represented on the IndustrialUniform.com site, when a backorder occurs, it is a nationwide backorder – meaning, the manufacturer of the item is out of stock on that specific item.
Q: Can I Cancel a Backordered Item?
A: Yes, as long as the item has not shipped yet, we will be happy to cancel any backorder. Please contact one of our customer service representative. All cancellations require confirmation from our customer service department at 800-333-3666. We must send a confirmation number to you that explains the order has been cancelled.
Q: I've emailed customer support and I have not received a response!
A: Our goal is to respond to all email no later than 24 business hours of receipt. The most common reason for this occurrence may be your email spam filter settings. Many email programs have spam filters that mistake our order confirmation receipts and other communication as spam. This is especially true of AOL, Yahoo, Hotmail EarthLink, MSN, or any other internet based email program with a spam filter. Please check your junk mail and trash folders. You can select our address as “allowed” in your email filter settings. If you still cannot get any support, please call our office during business hours at 800-333-3666 and someone from Customer Service will be glad to help you.
Embroidery, Screen Printing & Custom Logos
Q: How do I place an order with embroidery or screen printing on your website?
A: At this time, Embroidery & Screen Printing Services are not something you “Order” on our site. After providing these services for many years, we’ve found it much easier to communicate one on one with the customer and invoice these services separate from the purchase of the goods.
Our embroidery and screen printing pages have a lot of information and pricing. However, the fine details are in the customer support. Knowing this greatly improves your orders are delivered correctly and on-time! On the Embroidery or Screen Printing services page – select your information box that you want us to decorate your apparel. Provide your contact information and attach your art files and we will contact you with the support you need for these services. For the basic information regarding these services, visit our Embroidery Services or Screen Printing Services pages. Great customer service and proofing minimizes nearly all errors. Let Industrial Uniform Company’s in-house production team and experience help you with your decorating needs.
Q: Can you embroider a name and what does it cost?
A: Yes, We can embroider a company or individuals' name. Simple text can be embroidered directly on to most garments. There is no set up fee for simple text layouts. There are no minimum order quantities. The price is $5 for the first line, $2 for the second line, and $1 for the third line per area. Three lines per area is the maximum allowed. For more details visit our Embroidery Services page.
Q: Can we get our company logo embroidered on one of your shirts or jackets?
A: Absolutely! We will digitize your logo and embroider it onto any garment sold on the website. Our digitizers and embroidery team have many years of experience to help your logo look it’s very best. For more details visit our Embroidery Services page.
Q: Why do you need to digitize my logo, can't you use a simple jpeg, gif, or image file?
A: No. Embroidery machines utilize specific file types. To create this file, we use very expensive software and staff members are trained to do this meticulous work, often referred to as “digitizing”. Before we embroider any item, it needs to be converted to the format that is accepted by our embroidery equipment. This is the same for any embroiderer. The digitized file tells the embroidery machine where to stitch, how many stitches, and which colors to use to replicate the logo. Digitizers are talented people that have years of experience providing the best possible logo. When we receive your artwork, (vector format preferred), .jpg, .gif, etc., we will analyze to determine if there could be any issues with the final outcome. Not all logos embroider well. Serif fonts, thin lines, and detailed logos or logos with color blends and fades often look messy and unprofessional. These factors can be addressed upfront so there are no surprises with the end product. Let our in-house embroidery production team and customer support make your apparel look its very best!
Q: Do you charge to digitize my custom logo?
A: Yes, A one-time set up fee of $79 dollars will be charged to digitize your logo into a special sewing machine file. A sew-out sample will be created and sent to you. This process is usually 3 days before it is available. We can send it to you or take a photo and email it for your approval or changes. We want your logo to look its very best. Once the final version of the logo embroidery has been approved for production, it will be assigned a unique number and remain in our files for future orders. Once approved it cannot be modified without an edit charge. This is a quality control process that must be followed.
Q: What if I don't like the way our logo proof looks?
A: We want you to be satisfied with our embroidery services. Within the limits of what can be embroidered… we will redo your proof until we get it how you want it. Some modifications may need to occur with the logo, but we will work with you to establish the best results. Our in-house embroidery team has the experience to provide you with a consistently great looking logo on every order.
Q: Do you accept Pay Pal as a payment method?
A: Yes, Pay Pal is one of the many available methods for payment.
Q: What forms of payment do you accept?
A: We accept Visa, Master Card, Discover, and American Express and PayPal. Also we accept paper checks and money orders with conditions. Additionally, Government, School/University, and Corporate Purchase Orders are accepted. Credit approval is required prior to accepting the first purchase order.
Q: Can I send you a check?
A: Yes, simply contact our customer service department to start your order. All checks require a 10 day hold before the order is processed. No hold is required on Money Orders or Cashiers’ Checks after bank verification.
Q: Is it safe to purchase online with my Credit or Debit Card?
A: Yes, it is. We do not store your credit card information on our servers. We use the industry-standard secure software technology. SSL, Secure Sockets Layer, is when websites use HTTPS instead of HTTP and have a SSL certificate. This makes your connection from the computer or device you are using to be encrypted to the web server. With HTTPS vs. HTTP, the “s” stands for secure. It lets you, the user, know that your connection is encrypted to the website server, and not being transferred in plain text. With SSL, everything you transfer through your web browser to the website’s server is encrypted, your information will be kept secure. Credit card information is NEVER kept on our internet servers or stored on site in any way.
Q: Do you accept International Credit or Debit Cards?
A: NO. We do NOT accept international credit cards. Credit cards must have a valid billing address within the United States of America.
Returns / Exchanges / Cancellations
Q: What is your return /exchange policy?
A: Our Return & Exchange policy is clearly explained at the following link. If you have questions, feel free to contacts our office for assistance. Returns & Exchanges
Q: Can I return embroidered, screen printed or altered items?
A: No, Embroidered, screen printed or altered apparel is not returnable, exchangeable, or refundable. All returned items cannot be washed or worn, unless they are defective.
Q: What if I need a size run for try-on at my location?
It is recommended for uniform programs that you purchase a size run for persons to try-on for the correct sizing and to assure proper fit of the garment. Purchased size samples can be returned for a refund within 30 days of your initial purchase or used on the actual order, when applicable.
Q: When will I receive a credit or refund for an item(s) returned?
A: Once your garments are received, returns are promptly processed and refunded to you minus the actual shipping charges through the method of payment from the original order within three business days of receipt. If your order was paid for via credit/debit card, your refund will be credited back to the credit/debit card used for the original order. Banks may take up to 10 business days for your credit to appear on your billing statement. If your order was paid for via check or money order, a refund will be sent via USPS in the form of a business check, mailed to the corresponding address provided. If you have any concerns please telephone one of our customer service representatives at 800-333-3666.
If you have sent your return to any address other than our authorized return location in Wichita, Kansas, we cannot guarantee that your return will be received or credited. For more detailed information, please visit our Returns & Exchanges page of this website.
Q: I just placed my order, how can I make a change to it?
A: No. Unfortunately we are unable to make any changes to orders once they have been placed. Due to the speed at which orders are processed, in some cases only minutes after placing your order is sent, it’s being packed for shipment. Call us at 800-333-3666 during business hours, for assistance. For more detailed information, please see our Returns & Exchanges.
Q: I changed my mind, can I cancel my order?
A: We are unable to cancel orders once they have been placed. We are happy to accept your return or exchange once you receive your items. Please consult our Returns & Exchanges link for more information. Exceptions are made for items on backorder. When notified, we will be happy to cancel any backordered items, prior to their shipment from one of our warehouses.
Q: How much does shipping cost?
A: Industrial Uniforms pays varying Shipping rates based on the type of item ordered. From a competitive standpoint, we offer a Flat Rate Shipping charge of $9.99 on items up to $99 and No shipping charges on orders greater than $99. Industrial Uniform still incurs shipping charges on those items. Select your items, start the check-out process and the shipping charge will be disclosed before you enter your credit card information and the statement will either post $9.99 or Free. Actual shipping charges are charged on all returned items.
Q: How long until I receive my Order?
A: Industrial Uniform utilizes several carriers. Typically we us UPS Ground or USPS Priority Mail: Both range from 1-8 business days for delivery, depending on the distance from many of our fulfillment warehouses.
Q: How can I track or check the status of my Order?
A: Customers who wish to check on the status of their order may e-mail us at firstname.lastname@example.org or call 800-333-3666 during business hours and request the status of their order. By having your order number available, it may expedite the process.
Q: I need my order ASAP and am willing to upgrade my shipping for a faster delivery. How do I do this?
A: Industrial Uniform ships every item as Ground, the least expensive method. Depending on your location – it may be as little as one day shipping. For guaranteed expedited shipping (when available), please check the “Quote for Expedited Shipping” box during checkout and a customer service associate will contact you before processing your order with an estimate for the additional expense.
Q: I ordered several items, but I did not receive all of them in my shipment. Where are the rest of my items?
A: Industrial Uniform makes every effort to ship your order complete. However, if an item is backordered by our supplier, we will often ship part of the order and the back ordered items are shipped as soon as they become available. We communicate by email as soon as we are notified an item is on backorder. If you did not receive this communication, please contact our office at email@example.com or call 800-333-3666.
Q: Will you ship to my PO Box or Military APO/FPO address?
A: We regret that we are unable to ship orders to PO Boxes or Military APO/FPO addresses. UPS (our primary shipper) will not deliver to P.O. Boxes, APO's, or FPO's.
Q: Do you ship outside of the United States?
A: We only ship orders within the continental United States at this time. Alaska, Hawaii, Puerto Rico, Guam and Wholesale Accounts have additional charges for shipping. We do not do international shipping.
Q: What is a Discount Code?
A: Discount codes are codes that Industrial Uniform offers to customers for special discounts. These codes are entered in the box marked "Discount Code" on the checkout page.
Q: Can I use more than one discount code at a time?
A: No, only one discount code may be used per purchase.