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Frequently Asked Questions

Ordering

1. How do I place an order online?

Please see How to Place an Order for detailed instructions on customizing and ordering products.

2. What does it mean that each product is custom-made?

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?

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?

Your order is custom-produced at our facility in Louisville, KY. Please allow 4 business days for production time. Our goal is to have your order produced in 4 business days, then shipped the following business day. Bulk orders will be completed in 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?

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?

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?

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?

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?

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

U.S. Postal Service

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

Please see our Sizing section for more information.

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

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

12. What if a product is sold out?

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?

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?

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?

Changes to orders must be made by 11:59 pm PT the same day an order is placed. Orders placed on a 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. 

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?

See our Bulk Ordering page.

No

Shipping

1. When will my order ship?

We begin processing your order immediately. Our goal is to have your order produced in 4 business days, then shipped the following business day. 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?

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.

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.

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.

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

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?

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?

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 email us through our contact form within 15 days of receiving your order so we may assist you.

Rewards

How does it work?

Prep Insider Points are a new and fun way to redeem rewards. As a Prep Insider Rewards member you can get points for every dollar spent on www.PrepSportswear.com as well various social interactions. Redeem your points for discounts on PrepSportswear.com purchases! More details can be found here: http://www.prepsportswear.com/rewards

How do I redeem points?

Once you enroll in our Prep Insider Rewards program, you can access your Prep Insider dashboard and manage your points. On the Manage Rewards tab you can view which rewards you qualify for. To use, simply click on the respective link of your reward. A discount code will be issued and added to the promo code field in your shopping cart.

How can I see what points I’ve redeemed?

You can view points redeemed on the Manage Rewards tab found here: http://www.prepsportswear.com/Account/Rewards

Can I apply my points when I am ready to check out?

No. You will need to access your Prep Insider dashboard found here: http://www.prepsportswear.com/Account/Rewards You can then redeem points for discounts that are displayed on the Managed Rewards tab.

How long does it take for the points to show up in my account?

Your points will show up in a matter of minutes. Please note, however, that any points from a purchase need a full business day to process before you can access them. Once the order is in production (after one business day), the points are available for use.

What happens to the points if I cancel an order?

You will not be awarded those points associated with the dollar amount spent.

Is there a minimum amount of points I need in order to redeem them?

Yes. The first discount is available once you have 100 points. All discounts are awarded at every 100 points, up to 500 points.

Do I get to choose when I redeem my points?

Yes, with the exception of points received for purchase. To use the points from purchasing a product, you must wait one full business day.

Do the points expire?

Yes they do. The date you enrolled is your anniversary date and you have up to a year after that date to use your points. You can view this in the dashboard section of your account found here: http://www.prepsportswear.com/Account/Rewards

Will I get a reminder when my points are about to expire?

Absolutely. We will send out a reminder email to the email address associated with your account. However, we strongly suggest checking your dashboard time to time. Some email service providers (e.g. Hotmail, Gmail, Yahoo) can place the reminder email in your Spam or Junk folder.

How do I log in to view my points?

Once you are enrolled, simply sign in to your Prep Sportswear account and visit the following page:http://www.prepsportswear.com/Account/Rewards

Do I have to have an account to participate in Prep Insider?

Yes. All information about your purchases and activities need to be saved with a Prep Sportswear customer account.

Which products are eligible to earn points?

All of the products on the Prep Sportswear site are available for earning points.

Can I earn points for any purchase or are some promotions excluded?

You will earn a point for every dollar, promotions included.

Can I track my progress towards earning the next level of points?

Yes. You can track all your points and rewards progress here: http://www.prepsportswear.com/Account/Rewards

Can I participate in the program for multiple years?

Of course! Just make sure to use your points before your anniversary date (one year after the day you enrolled) since all points will expire after that.

Can I use my redeemed points with other promotional discounts I see on your site?

Unfortunately you can only one promo code per transaction.

Can I use my redeemed points with a Groupon or other Offer?

Unfortunately you can only one promo code per transaction. If you are using a Groupon or other Offer you will not be allowed to use your points.

Can I transfer, donate, give or share my points with a friend or relative?

Unfortunately you cannot share, donate or give your points to others per the terms and conditions of the program. Feel free to buy them gifts with your points!

Can I combine points from one account to another account?

Please contact a customer service representative to assist you with this request.

Will I only receive updates by email?

Yes. If you are subscribed to the Prep Sportswear email you will receive all your updates. If you are not subscribed, simply click here.

Will the program ever change?

The program may change in order to better your experience. You will receive information regarding any changes made to the program.

I’m trying to use the redeemed promo code that I was provided but it’s not working. What do I do now?

Please contact a Prep Sportswear customer service representative and we will gladly assist you.

Does the promo code that I received when I redeemed my points expire?

Yes. You have 30 days to use the promo code starting the day it was issued to you.

I need to change the email associated with my account. What do I do now?

Please contact a Prep Sportswear customer service representative and we will gladly assist you.

Is there a membership fee to join Prep Insider?

No, it is completely free!

Can I apply my promo amount towards tax and/or shipping?

Unfortunately you cannot apply any promo amount towards tax and/or shipping. Promo codes can only be applied to the price of the product.

I want to contact someone about the program. Who can I contact?

Please contact a Prep Sportswear customer service representative and we will gladly assist you.

Can I use the points on other websites besides www.PrepSportswear.com?

Points can only be used on www.PrepSportswear.com.

Can I redeem or exchange my points for cash?

We’re sorry but you cannot. Points are of no cash value per the terms and conditions of the program.

How do I un-enroll from the program?

Simply check the box found in the dashboard section in the upper left. http://www.prepsportswear.com/Account/Rewards

Sizing

1. How do I select the right size?

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”?

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?

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?

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.

Create an Account

1. Do I need to create an account?

No. You may checkout as a guest, however, it is preferrable to create an account in order to receive full Prep Sportswear account benefits.

2. How do I create an account?

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?

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?

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, as well as, create and manage team stores.

5. What features are available in My Account?

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

Website Problems

What if I'm having problems using your website?

See How to Place an Order. If you require additional assistance, please contact us at 1-800-556-7502 or email us through us through our contact form. Please include a detailed description of the issue.

2. Where do I enter my promo code?

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

  1. Click the "Update Promo" link at the top of any page. Enter the new code and click the "Update Promo" button.
  2. 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?

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 email us through our contact form.

4. Do you offer a military discount?

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?

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?

It’s possible that your school was removed from the site. Contact customer service to inquire on your specific school.

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

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 customer service for assistance.

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

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 customer service for assistance.

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

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 customer service.

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

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?

If the size you want does not show up for a particular color, that item is out of stock. Contact customer service for assistance with selecting another similar item.

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

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 Oregon Ducks Apparel Store
Officially Licensed Collegiate Merchandise

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

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

Our Brands

1. What brands do you carry?

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?

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