Frequently Asked Questions
I have an issue with my order
If your email cannot be found in your spam folder, there may have been an issue with your email address when you submitted your order. Feel free to contact us via email or by phone if you suspect this is true for you, and we'll be happy to provide your confirmation number and update the email address if necessary.
We apologize for any inconvenience that this may have caused you.
Gear Up Sports defines a "defective" garment as one that arrived in your package with damage, including holes, runs, rips, or tears in the garment, or items that have been sewn incorrectly.
We process these on a case-by-case basis due to the flexible nature of the clothing industry standards. If you believe your garment is defective, please follow these steps:
- Send a photo of the garment, the defect, and the garment tags, to firstname.lastname@example.org.
- Please include a brief description of the defect if it is not obvious in the photos.
- Include your league name and order number in the email.
Upon receipt of the photos, we will assess the damage or defect, and work together with you to provide appropriate accommodation.
Phone and Email
We have a dedicated team of Customer Service Professionals available Monday through Friday, from 8am to 5pm PT, to help solve problems and answer questions.
You can email us at email@example.com, or give us a call at 503-747-5032, ext 1.
You can also chat us! The pop-up in the lower right hand corner of your page will start a new chat.
I have a question about my order
Once your online order has been submitted, you will not be able to edit your order yourself.
If you realize you made a mistake, and you are within 24 hours of submitting the order, you can call our customer service line at 503-747-5032 x1, or email us via firstname.lastname@example.org as soon as possible to make necessary adjustments. Changes can only be made to the items already existing in the order (change a size, color, or customization preference).
We recommend following the instructions below to get the most benefit out of your customized garment.
Failure to follow these recommendations can result in malfunction of numbers, logos, and names included on your garment. We cannot accept returns, refunds, or exchanges for garments damaged in the cleaning process.
All orders are typically processed through our system within 10-12 days of order date. Processing does not include shipping time, which is dependent on your location.
If your order is needed sooner than the normal processing time, you may want to consider our expedited production option - this will ensure your item is processed and shipped within 2 business days of order date.
Additional shipping options are also available (prices listed during check out process), but no shipping option will decrease the 10-12 day processing time.
If you are unsure which option is best for you, please reach out to our customer service team via email@example.com and we can recommend a course of action.
Is your garment customized?
Garments that are customized, either with personal name/number, or team images, are not eligible for exchange, return, or refund. This includes, but is not limited to, silk screen, heat press, tackle twill, embroidery, and applique customization.
We encourage all buyers to consult this link for the most updated sizing recommendations from Nike.
Is your garment blank?
Garments that have not had any customization from Gear Up Sports or our partners are eligible for return, refund, and exchange within 30 days of receiving the gear. Items must be unworn, unwashed, and include original tags. Shipping both to and from our warehouse is the responsibility of the purchaser.
Please reach out to firstname.lastname@example.org to begin the return or exchange process for these items.
Items available for exchange are limited to those that have not been printed on or embellished in any way.
This includes pants, socks, belts, and other accessories. If you are unsure if your item is eligible for exchange, please contact our Customer Service team via email at email@example.com, or by chat using the pop up to the lower right side of the page.
Our operations are unique in that orders are processed and customized at a rapid rate. Because of this, there is a very limited window in which we can cancel or adjust orders that have been placed.
Adjustments and cancellations can be made within 24 hours of order submission. If you completed your order over the weekend, you can make adjustments up to 3pm on the following Monday.
Due to the nature of our expedite process, orders that have processed with expedited production are not eligible for cancellation or adjustment within the 24 hour window.
A “custom” product is any item that has received printing or embellishment from Gear Up Sports and/or their industry partners. This applies to all current and future embellishment methods used by Gear Up Sports. These methods include, but are not limited to, silk screen, heat press, tackle twill, embroidery and applique.
Customized gear cannot be returned to Gear Up Sports. If a garment has a team logo on it, it IS considered customized and will not be eligible for return without the express approval of a member of the Gear Up Sports team.
Items sent or altered in error by Gear Up Sports, including wrong size, wrong color, and wrong embellishment may be eligible for return/exchange. These are assessed on a case-by-case basis. Please contact us via firstname.lastname@example.org within 48 hours of receiving your gear to ensure we can accommodate.
Non-Customized Gear (Blank Garments)
Returns and exchanges for blank garments and accessories are accepted within 30 days of the date the items were received. Items must be unworn and with original tags still attached. Items must be sent back to our warehouse before a replacement item is sent.
Items received by Gear Up Sports outside of the 30-day timeframe will not be eligible for refund or exchange.
Shipping and Receiving
Our warehouse operations limit our ability to offer order pick ups. It is for your convenience that all orders are shipped directly to the address you provided on your order.
If the shipping address is incorrect or you feel there has been an error with the shipping of your order, please contact us via email at email@example.com.
You will be notified by email from firstname.lastname@example.org when your order ships. Please check your SPAM folder if you think your order should have shipped and you do not see the email come through.
The email will contain a link to track the order. Tracking is updated by our logisitics partners and once it has left our warehouse, we have no ability to change the shipping duration or route.
Once your order has been delivered, you will receive another email with the delivery details.
Tracking information for packages is sent via email as soon as the package leaves the Gear Up Sports facility.
If your package has not delivered within 48 hours of the anticipated delivery date, or is showing as "Delivered" by the carrier, please contact us at email@example.com. We will work with the carrier to attempt to locate your package.
Any shortages or missing packages must be reported to Gear Up Sports within 48 hours of (anticipated) receipt of package, in order to adequately investigate the situation and accommodate as necessary.
If you did not receive tracking information via email, please check your SPAM folder before calling or emailing Customer Service.