Frequently Asked Questions
Ordering | Shipping | Returns & Credits | Accounts | Location | Catalogs | Embroidery & CUSTOMIZATION | newsletter subscription | SALES REPS
Is giving my credit card information online secure?
Did you get my order?
Most likely, yes. If you submitted your order, you would have seen an order confirmation page, received a confirmation email (check your spam filter if you did not) and can view your order under MY ACCOUNT if you created one. If none of the above applies, take a look at your shopping cart. In that case, it may be likely that you have items there and simply need to try again checking out and clicking the final submit button. If you need assistance then contact us using the online support form.
I've sent my order, can I change it?
We are sorry, but in order to maintain our fast order processing standards, we can not change orders once they have been submitted. For this reason, we strongly encourage you to DOUBLE-CHECK your cart and order details before submitting your order. If you do need to make a change, it is best to order any items you want separately then follow our return policy for any item enroute or delivered that you want to return.
Can I order by phone?
Everything you should need to place an order is available online. If you need assistance placing an order, you can contact us and someone from our online support team will contact you. We will then use the website to share any product descriptions, check inventory, view estimated ship dates, enter your credit card information and place the order on your behalf.
Be aware that phone orders may require an additional business day to process and that promotional codes and offers (i.e. free shipping) are not available on phone orders.
My item does not fit. Can I return it?
Usually, yes. Any non-worn, unaltered, unlaundered item that has been in your possession less than 60 days can be returned. When you send an item back to us, we strongly encourage you to use our UPS Returns Portal if shipping from the contiguous U.S. or a shipping method that tracks your shipment or has a delivery confirmation service. View returns policy for full details.
CAN YOU EXCHANGE AN ITEM? IF SO, how?
We can do that. The most efficient way to do an exchange is to look at it as a new order for what you want and a return separately for what you don't want. Simply order what you want then send back what you don't want. In this way, you will get what you want more quickly. When we receive your returned item, we will then credit the item for the proper amount. However, if you'd prefer more of an exchange, simply return the item you don't want and write a request in the box for what you do want. We can take it from there. We will send you an email confirming your exchange, then ship your requested item.
I did not receive the correct size or item. what now?
We are very sorry about that. Our warehouse has a system of checks and balances that includes bar codes and scanners. We are pretty accurate, but we do make mistakes. Contact us using our online support form so we can fix the problem as quickly as possible.
An item is missing from my box! What should I do?
We hate to hear that. Let's figure out what is going on. First of all, is it a small item? It could have been placed inside a shoebox or fallen inside a shirt, pants or other item. If you still don't see it, check your enclosed packing slip. If the item(s) your missing is not listed, it is likely on backorder. Check your email (or spam filter) to see an email about it from us. If the item you are missing is listed on your packing slip, but not in the box, we likely goofed. It doesn't happen often, but it happens. Please contact us using our online support form so we can ship the missing item to you.
Please be aware that if the item is not reported missing within 30 days from date of purchase, we cannot replace it or provide a credit to your account.
Can you send someone to our association meeting to sell items?
We'd love to support your association in other ways, but we only sell through our website.
Can I be a sales rep? Or can I open up a store in my area and sell your products?
Thank you for your interest, but we do not have sales reps or have stores.
When will my order go out?
Quickly. We don't mess around. We ship the same business day (Monday-Friday except holidays) if you order before 2:30 pm ET and the following business day if you order after 2:30 pm ET. Free shipping orders do take lesser priority so they may take up to 2 additional business days to ship. If you need something quickly, we suggest you do not choose the free shipping option.
How much will it cost to ship my order?
Good question. Shipping rates are very reasonable and start at free, go up to $6.50 for packages under 1lb (USPS Priority Mail) and upwards based on the weight of your order and location of where it is going. You can quickly find the costs by going to the website adding the items you want and entering your address. You will receive a quote for all shipping options and dates of when you can receive your order.
Do you offer expedited shipping options?
Sure. UPS Next Day Air and UPS 2nd Day Air are all guaranteed expedited options. (USPS Priority Mail is not technically expedited as it's not guaranteed). Please do consider the time it takes to process your order and check the expected delivery dates given at checkout.
How long does UPS Ground really take?
It varies by location. View expected delivery dates provided at checkout or our UPS delivery map here to determine shipment times by zone. The expected delivery dates given at checkout are your best bet for determinining when your package will arrive.
It's Friday, can my order be delivered on Saturday?
Yes, but only if the expected delivery date you are given at checkout has Saturday as an expected delivery date. Should this happen, you would need to submit your order before 2:30pm. If after 2:30pm on Friday or if you are not provided a Saturday date with your online quote, then we currently have no options available to you at this time.
Do you ship internationally?
Yes, we ship worldwide to most countries. We strongly recommend you add the items you want to your cart and proceed to checkout where you can enter your shipping address and be provided with shipping options and costs based on the weight and location of your order.
International orders do take 1 additional day to process due to completion of custom forms.
If you are trying to order from a country not listed on the drop down menu, please contact us using our online support form.
How do you calculate your shipping costs?
That's a fair question. We'll take what our shippers charge us based on your location and weight of your package and pass that along to you and add a small shipping and handling fee to cover costs associated with shipping - unless you receive free shipping. Given that UPS provides us a gracious discount due to high volume and our proximity to their main hub, your shipping costs are always as reasonable as possible.
When will I get my order?
It depends mostly on the specific day you ordered and your chosen shipping option. Expected delivery dates are shown with all shipping options. Add an item(s) to your cart and enter your address at checkout to get expected delivery date quotes. Be aware that free shipping options require an additional 2 days longer to process than other standard shipping options. All expected delivery dates given at checkout have processing time factored in.
Why did I not get free shipping on my order (if offered)?
We are only able to ship orders free within the contiguous US and to physical addresses (no PO Boxes). Also, make sure you actually select the free shipping option if it's there and you want it.
I placed two orders last night. Can you combine them into one box?
Yes. Actually, we usually notice when this happens and likely have already done it. Contact us using our online support form if we don't contact you first. If your order has not been packed, we can make the change and send an updated invoice based on a single shipping charge.
I would like to change my shipping option. Can you change it?
We are sorry but in order to process all orders quickly, we are not able to change your shipping option after it has been placed. Please DOUBLE-CHECK your shipping options, costs and expected delivery dates before submitting your order.
Where is my tracking number?
We will send you an e-mail with your tracking number when your order is shipped from our warehouse. With any UPS (or free shipping) order, you will also receive an email when your package arrives.
Where is my order?
You can check the status of your order online using your account if you used an account when you ordered. Please note it can take up to 1 full business day for this information to post online.
Why hasn't my order shipped?
There could be several reasons. An item in your order is on backorder, the item you ordered is a pre-order item and not yet available, the shipping address entered is not valid, the credit card is being declined or the order appears to be fraudulent. In any of these cases, we do not sit on your order. You will be contacted within 1-business day (usually much sooner) for more information by e-mail, phone or both. Do check your spam filter.
I paid extra for Priority Mail and it is not here within 2-3 days. What are you going to do about it?
While most Priority Mail packages (around 92% by our last calculation) are received within 3 business days, please note that USPS Priority Mail is not guaranteed to arrive within the estimated delivery time. While Priority Mail is a faster service than First Class mail, guaranteed options such as UPS Next Day Air and UPS 2nd Day Air are typically recommended when you ABSOLUTELY need something by a certain date. For those reasons, we do not offer refunds when Priority Mail is not delivered within 3 business days.
Tracking information shows my order was delivered, but it's not here. Where is it?
Let us reassure you. Most of the time, it generally has been delivered. Please check the following first:
-Tracking information - It occasionally provides details as to the specific location where your package was left.
-Your mail box - if ordering via the postal service as it may fit in your box.
-Inconspicuous places - back door, side door, behind a bench or a bush.
-With your spouse or roommate - see if they brought it inside for you.
-With your neighbor - perhaps they signed for it.
-With your apartment manager - as it could be in the office.
-If delivered via USPS, check with your carrier or local post office with your tracking number - it could still be in their possession.
Again, in an overwhelming majority of cases the package, in question, has been delivered and found with a little detective work. Please consider the suggestions above before contacting us.
I did not receive my order when I thought I would. Why?
There could be several reasons, but it is usually related to what time of day you ordered and whether or not you ordered on a business day, weekend or holiday OR if you ordered with the free shipping option as those take up to 2 days longer to process.
Most orders are processed the next business day if an order is after 2:30 PM ET. So you'll have to consider at least one additional day for processing. If you order over the weekend or a holiday, your order will be processed on the next business day (or longer with the free shipping option).
I received free shipping. How will you ship the order?
Most free shipping orders are delivered UPS Ground and some are shipped USPS Priority Mail - whichever option is less expensive for us to ship.
WHY DID MY FREE SHIPPING ORDER TAKE LONGER?
Free shipping orders do not ship same business day as paid shipping orders do. This allows us to ship all paid shipping orders reliably the same business day and to push free shipping orders back, based on order volume, up to 2 days if needed.
Therefore, choose other shipping options if you need orders quickly.
I received my order from FedEx when I thought I was getting UPS. Why?
If we need to drop ship an item to you, our supplier may choose FedEx or another carrier that they regularly use.
I received my order but there was a problem? (something is missing, received a wrong size, etc.) What should I do?
We invariably make mistakes from time to time. Contact us using our onilne support form with your order number and details. We will do our best to correct any problems.
Can I save my information for future orders?
Yes, we encourage you to create an account to enable faster checkout and the ability to review order history, create and edit a wishlist and check any gift card balance. We will save your name, address, phone and e-mail address and even your credit card information if you choose.
Do I need an account to order?
No. You will be prompted each time you order to either sign in or establish a new account. Your call (but you should).
I lost my account password. Can you tell me what it is?
Yes. If you know your email address for your account, request your password be sent to you by e-mail on the account login page. If your email address you used for your account has changed, please create a new account.
Do you have a catalog?
While we do occasionally send out mailers highlighting new products or specials, we no longer full mail formal catalogs. Please find the most up-to-date products and details on the website.
Will you add flags or patches to shirts or jackets for my association?
Sorry. Besides Minor League Baseball, the KHSAA and a few other groups, we do not add patches or flags to products. We would be happy to take your order for your group then allow you to have it customized locally. Not customizing products allows us to process all online orders faster.
Why don't you hem pants?
Sorry. We think you should have your pants hemmed after you receive them to ensure the best fit. Imagine if we hemmed them to a length, it wasn't right when you got them, then we wouldn't take them back. If you are an umpire, we also suggest you have them measured while wearing your shin guards and plate shoes. Besides, hemming pants slows down order processing. Let us get your order to you quickly, then you can take it from there.
Can I come to your facility and try on and buy clothing or equipment?
Your order MUST be placed through the website, prior to arrival. To use the "Customer Pickup" option, at checkout. If order is placed before 2:30pm, it will be ready that same day, Wednesday through Friday only.
If order is placed after 2:30pm, it will be ready the next business day, Wednesday through Friday only.
If you need to try on, return, and/or exchange any items in your order, you can do so while you are here.
I can't find you. How do I get there?
We are just off the Gene Snyder Freeway (I-265) EXIT 32 in Louisville (just down from I-71 or up from I-64) basically at the corner of Westport Road and Chamberlain Lane in the Jefferson Trade Center in Suite 110.
How can I signup for your email newsletter?
There are several ways. Visit the Customer Service section and look for the SUBSCRIBE link (or go directly here). When adding your address, we'll have a confirmation email sent to ensure your email is correct. (Optional) You can check any sport(s) so we can send any emails specific to you in the future.
Note that you can also check the checkbox to signup before checking out with your next order.
I don't like receiving a lot of emails. How often do you send yours?
We don't either. We'll send an an average of 2-3 emails per week. View a sample of a past newsletter.
I no longer want to be on your email list. How can I unsubscribe?
We are sorry to lose you from our list, but you can always unsubscribe from a link at the bottom of each email newsletter or go directly here and enter the email address for which you want to unsubscribe.
Will you sell or share my email address with others?
If I unsubscribe from your email list, will this delete my email from my account?
Good question. No. The systems are separate. You can choose not be on our email list and still maintain an account (or vice-versa).
|Q:||Just got a used Wilson West Vest chest protector. How can I clean it or can I replace the padding? |
– Charles Underwood
The padding of the West Vest can be removed by un-Velcroing the 14 different attachment points that come through the ABS plastic plates. Remove the plates to reveal the foam padding. Take mild soap and hot water, then scrub the padding until satisfied. Rinse and let hang dry for a day or so to ensure the moisture has dried then reassemble. See this quick Crew How-To for some visual guidance. Replacement padding is unavailable.– Ty Unthank
Communication & Service Specialist, Pro Umpire School Graduate and Umpire
|Q:||How soon does a refund show up back on my card? My tracking shows that the item has been received.|
– Shawn Wagner
Please allow 7 - 10 business days from when your return is received for the returned item(s) to complete processing. The refund will then be issued after processing is completed and you will be notified by email. The funds should appear in your banking statements within 3-5 business days or however quickly your banking institution handles these transactions. For more information, please see our Return Policy.