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USA BASED COMPANY WITH USA BASED SUPPORT - FREE SHIPPING ON ALL ORDERS OVER $100
USA BASED COMPANY WITH USA BASED SUPPORT - FREE SHIPPING ON ALL ORDERS OVER $100

Frequently Asked Questions

Return Policy

 As a corporate apparel retailer it's important we prioritize our business customers who purchase in bulk. For that reason our products are priced accordingly (heavily discounted). Due to COVID we have seen an increase in individual customers who wish to take advantage of our selection and prices. While we welcome your business, we must make sure this doesn't interfere with our core business, which are our business customers.

To keep our prices competitive for our core customers we must institute new policies designed to minimize the return of orders being placed by the at-home buyer. We understand this policy is more restrictive, it's also a policy that will have limited to no impact on our core customer base. We also understand this policy may not fit the needs of each and every at-home buyer and appreciate that we may not be the right fit for some individuals. We encourage everyone to evaluate this policy prior to purchase as part of their buying decision. We appreciate your understanding.

To obtain a return authorization Click Here. You can also click the big blue "Return An Item" button in your shipment confirmation email.  Returns are welcome for any reason within 14 days of delivery*. We believe this two week inspection period is sufficient for both corporate and at-home consumers to determine if the garments ordered meet your needs.  Shipping charges are non-refundable as shipping charges collected by us are conveyed to the carrier for the delivery of your order. We are unable to consider inquiries/returns beyond 14 days from the date of delivery. See exclusions below:

*We are unable to accept returns for items which are advertised to be closeout.

*We are unable to accept returns for items which have been altered in any way (hemmed/decorated/embroidered/screen printed/washed/etc).

Items returned without the RA# listed on the package will be refused.

Return shipping costs are the responsibility of the customer. As a corporate apparel retailer, the majority of our customers purchase in bulk. For that reason our products are priced accordingly (heavily discounted). This differs from a traditional retailer who further marks up their products to allow for "free" returns.
Restock Fee

We reserve the right to impose a 20% restock fee on any returned orders.  Most commonly a restock fee is charged on returned orders which are returned to us undeliverable, shipped with complimentary shipping and/or bulk/volume purchases. Additionally, a restock fee may be applied to any return we deem less than acceptable (dirty, crumbled, missing tags, etc).  If unsure about a particular style we would recommend ordering a single item to check for size/color/quality/fit to avoid returns of multiple unwanted items.  This restock fee primarily covers the cost UPS charged us to ship your initial purchase but is also used to offset credit card fees, packaging costs, labor costs, return processing, and additional costs associated with your unwanted order.

A 20% restock fee is charged on orders placed for retail brands* which are canceled when not ordered with embroidery/screen printing.  We detail these items are only available to be purchased with decoration and you are required to agree to this policy before adding these items to your cart.  This fee is primarily charged to discourage those from attempting to circumvent the advertised policy.  It also covers hard costs such as credit card fees associated with the canceled purchase.

*Carhartt, Eddie Bauer, New Era, Nike, Ogio, The North Face, TravisMathew & Under Armour 

As a corporate apparel retailer, the majority of our customers purchase in bulk. For that reason our products are priced accordingly (heavily discounted). This differs from a traditional retailer who further marks up their products to allow for "free" returns.

Tracking Information

1. You can track your package by returning to the checkout/thank you page where you completed your order.  Your order will be updated here until it's delivered to your location.  Note the "BOOKMARK THIS PAGE" banner at the top.  If you elected not to bookmark this page, you can utilize your browser history to return to this page.


2. You can click the "View Order Status" button that was provided to you in your order confirmation email.  Please check your spam folder/settings as detailed for you at checkout.


3. You can click the "Track My Package" button that was provided to you in your shipment confirmation email.  Please check your spam folder/settings as detailed for you at checkout.


4. You can click "Person" icon at the top of any page to login to your account.  If checked out as a guest or have not yet created an account, you can create one using the email address you provided us at checkout.  Once logged in you can see your order history including shipping information.

Shipping

Orders over $100 ship for free.
Orders under $50 ship for $9.99 flat rate
Orders between $50-$100 ship for $10.99 flat rate
We also offer Next Day Delivery ($70) & 2 Day Delivery ($45) for orders over $50

We offer shipping within the lower 48 United States only. We do not ship to Alaska/Hawaii/Puerto Rico/Virgin Islands. We do not offer International shipping at this time.

All free and flat rate orders are shipped with UPS Ground or USPS Priority Mail. UPS requires a physical address for delivery (UPS does not offer delivery to P.O. Boxes). Air orders ship the same business day if placed before 12 noon (eastern) otherwise they will ship the next business day.  Air orders do not deliver on Saturday/Sunday. Please see below for additional information.

Second Day Orders Shipped On:
Monday will be delivered on Wednesday
Tuesday will be delivered on Thursday
Wednesday will be delivered on Friday
Thursday will be delivered on Monday
Friday will be delivered on Tuesday

Next Day Orders Shipped On:
Monday will be delivered on Tuesday
Tuesday will be delivered on Wednesday
Wednesday will be delivered on Thursday
Thursday will be delivered on Friday
Friday will be delivered on Monday

Lead Times & Transit Times

Blank orders ship within 2-3 business days of purchase (approximate). Decorated orders ship within 10 business days of purchase (approximate).

Transit times will vary based on the delivery location, shipping service selected at checkout and carrier demand. We continue to see intermittent delays with all carriers.  This due to restrictions related to COVID-19, increased carrier volume, staffing issues, etc.

*Effective March 26, 2020: Due to current issues with all national carriers, we are currently unable to estimate transit times for ground/standard shipping services.

Order Number

Below are a list of locations where you can locate your provided order number.

1. Your order number was provided to you at checkout on the order confirmation/thank you page.  We suggested you bookmark this page.  If you elected not to do so you can use your browser history to return to this page.


2. Your order number was provided to you in your order confirmation email in the subject line.


3. Your order number was provided to you in your order shipment confirmation email in the subject line.


4. Your order number was provided to you on the packing slip which was inside your package upon delivery.

5. You can click "Person" icon at the top of any page to login to your account. If you have not yet created an account, you can create one using the email address you provided us at checkout. Once logged in you can see your order history including your order number.

Backorders/Short Ships

Due to increased demand and shorter supply, we will ship orders partial if/when other items from your order are unavailable.  This to avoid other items in your order going out of stock while informing you of options.  If you need an order shipped complete or not at all, due Contact Us prior to purchase.

Due to global supply chain issues, manufacturing has slowed as well as the import of goods into the United States. For that reason there is currently no ETA for backordered/out of stock items. It could be days, weeks or longer.  You can choose to wait for backordered items or be refunded if you prefer not to wait.

Our Location

Tucson, Arizona USA

Minimum Order

We have no minimum order for blank garments. We have a 12 piece minimum for embroidery and a 24 piece minimum for screen printing.

Product Measurements

All of our garments will run true to the measurements available on the product page. Product measurements can be found at the bottom of the product description. Please be aware that these measurements are of the garment, not the wearer. That will be your best resource for determining which size best meets your needs.

Bulk Pricing

Because the majority of our customers order in bulk, our products already reflect a volume discount. Should you need more than 500 pieces, please Contact Us for additional pricing options.

Order Changes

Due to the automated nature of our fulfillment process, we are unable to make changes or cancel an order once it has been placed. We recommend checking your order for accuracy prior to completing your purchase.

Damages/Defects/Incorrect Shipments

Please contact us immediately upon delivery to report damaged/defective/incorrect orders/short shipment. Damaged/defective items/incorrect orders will be replaced (we will proceed with a refund ONLY when a replacement is not available). We may require a photo of the damage/defect/incorrect garment before replacement. UPS requires original packaging be kept in cases of damage or will be ineligible for replacement. Colors can display differently depending on monitor settings and dye lots. Color variations is not considered a defect.

Returns Portal

Step 1: Enter the 5 digit BTSS order number you were provided and click the "Start A Return" button.



Step 2: Select the item(s) you would like to return.  Select the quantity you are returning.  Select "Return/Exchange Item".  Select a reason for the return.  Repeat this step of all items being returned.


Step 3: Scroll to the bottom and click "Continue".

Step 4: Select how you will be returning your item(s).  Currently there is only one option.  You will be returning your purchase using the carrier of your choice.  Click "Submit". Return instructions will be immediately emailed to you.

Embroidery

Embroidery can be added to your order from your shipping cart (screenshot below).  Simply select the check box, enter the quantity needed and click the "Add Now" button.  The order confirmation email sent to you after purchase will request your artwork.  Production time is 10 business days (approximate) from the date of purchase and the submission of usable artwork.  Click here to see additional information on our embroidery services.

Contact Us

We offer live support Monday-Friday, 8:00am-6:00pm Mountain. Outside of normal business hours we can be contacted via the Contact Us page or by emailing support@bigtopshirtshop.com.