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Frequently Asked Questions
ORDERING INFORMATION
Q: My team is registered as a non-profit organization. How do I process tax exempt orders?
A: O the Tea I fo atio Page, sele t Yes to the uestio that asks if ou tea is ta
exempt. At that time you will be able to upload your tax exemption document. There is also a
link by the upload prompt that lists acceptable tax exemption documents. If you have any
questions, please contact Customer Service for more information at
RAcustomerservice@russellcorp.com or call 1-800-772-5346 Monday through Friday from 8 AM
to 5 PM Central Time.
Q: Can I order multiple sizes of the same item at once?
A: Yes. Click the Quantity tab and select the amount you wish to purchase of any given item. If
insufficient quantities of that item are on hand to fulfill your order, you will receive a message
out li ed i a ed o stati g that, the e is ot e ough i e to a aila le to e a le to pla e
this o de .
If you have any questions concerning ordering items or inventory availability, please contact
Customer Service for more information at RAcustomerservice@russellcorp.com or call 1-800772-5346 Monday through Friday from 8 AM 5 PM Central Time.
Q: What should I do if I need to make changes to an order that I have already placed?
A: Unfortunately, there is no option to change or cancel an order that is already in production.
We strongly urge you to review your order thoroughly before submitting your order. Please
contact Customer Service for more information at RAcustomerservice@russellcorp.com or call
1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time.
Q: Why is my order being sent to me in multiple shipments?
A: We use multiple warehouse locations to ensure your order gets to you in a timely manner.
Q: If I receive my order and its short an item, what should I do?
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Frequently Asked Questions
A: Russell Athletic does not short ship orders without prior customer approval. If you should
receive a shipment that does not contain all of the items on the packing list, please contact
Customer Service for more information at RAcustomerservice@russellcorp.com or call 1-800772-5346 Monday through Friday from 8 AM 5 PM Central Time.
Q: What shipping service do you use?
A: We will ship orders, at no cost to you, using FedEx Ground Service.
Q: Can I have my order shipped to a Post Office Box?
A: No, parcels being shipped via FedEx can only be shipped to street addresses.
Q: How will I know when my order(s) are ready or shipped?
A: You will receive an email when your team store is closed and we have received the order and
another email when your order(s) have shipped. Both emails will reference your store order
number, ie. U62HY, and provide customer service team contact information. The order
shipment email will include the FedEx Tracking Number.
PAYMENT INFORMATION
Q: Is ordering over the internet secure?
A: We use Secure Socket Layer (SSL) encryption for every transaction in order to help protect
your order information. While SSL encryption provides an industry standard safeguard, we
cannot ensure or warrant the security of any information you transmit to us and you do so at
your own risk.
Q: What forms of payment do you accept?
A: We only accept credit card payments on this website. We accept Visa, MasterCard, Discover
and American Express. If the credit card authorization process returns a message that
insufficient funds are available to cover the order transaction amount, the order will not be
accepted.
Q: What forms of payment are NOT accepted?
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Frequently Asked Questions
A: We DO NOT accept payment by cash, check or through payment services companies like
PayPal or Apple Pay
Q: Do I have to provide the 3 digit security code on the back of my credit card?
A: Yes. This is done to help provide a secure check-out process. By providing us with the 3 digit
security code or card verification code (CVC), it lets us know that you are in possession of your
card. It also helps prevent orders from being placed in your name by another person who may
have somehow obtained your account information.
Q: Do you charge sales tax?
A: Sales tax will be included on orders shipped to AL, AZ, CA, IN, KS, KY, PA, SC, TN and VA
unless we are provided tax exemption documentation. Please contact Customer Service for
more information at RAcustomerservice@russellcorp.com or call 1-800-772-5346 Monday
through Friday from 8 AM to 5 PM Central Time
Q: My team is registered as a non-profit organization. How do I process tax exempt orders?
A: O the Tea I fo atio Page, sele t Yes to the uestio that asks if ou tea is ta
exempt. At that time you will be able to upload your tax exemption document. There is also a
link by the upload prompt that lists acceptable tax exemption documents. If you have any
questions, please contact Customer Service for more information at
RAcustomerservice@russellcorp.com or call 1-800-772-5346 Monday through Friday from 8 AM
to 5 PM Central Time.
SITE INFORMATION
Q: What are cookies? Do I need to enable cookies on my browser?
A: Cookies are small, often encrypted text files, located in your browser directory. They are
used by web developers to help users navigate their websites efficiently and perform certain
functions. Due to their core role of enhancing usability or site processes, disabling cookies may
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Frequently Asked Questions
prevent users from using a website. Cookies are created whe a use ’s e
o se loads a
website. The website sends information to the browser which then creates a text file. Every
time the user goes back to the same website, the browser retrieves and sends this file to the
website server. For more information about how we use cookies, please see our Privacy Policy.
Q: How do I contact Russell Athletic Customer Service about my uniform order?
A: Please contact our Customer Service Department at 1-800-772-5346 Monday through Friday
from 8 AM to 5 PM Central Time, or email us at racustomerservice@russellcorp.com for
assistance.
Q: How can I track the shipments associated to my order?
A: You will receive an email with the tracking number for each shipment of your order. You can
visit the FedEx Website (hyperlink for:
https://www.fedex.com/apps/fedextrack/?action=track&cntry_code=cn_english) to check on
the status of the shipment by using your unique tracking number.
Q: What would I do if I lost connectivity to the site or the site went down in the middle of creating an
order?
A: If you lost connectivity, or the site were to go down before you had created your team store,
you will need to start the process of creating a uniform and team store again from the
beginning. If you had already created a team store, you would have received a unique Team
Store URL while on the website, as well as receiving a team store creation email. The next step
you would need to do is return to your team store using the URL provided.
Team Store Creation Message (sent after customizing your uniform):
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Frequently Asked Questions
Team Store Creation Email:
From: noreply@ordermygear.com [mailto:noreply@ordermygear.com]
Sent: Tuesday, April 07, 2015 1:13 PM
To: John Doe
Subject: Store HDJ53 has been created / Russell Athletic Little League Uniform
Thank you for creating a Russell Athletic Little League Uniform for your team. We look forward
to you placing an order at RussellAthletic946.frontend.staging.ordermygear.com. Your team
store will stay open for ten days after the receipt of this email. During that time, you will need
to place your team order and close the store order.
If after ten days have passed and no actions have been made on your team order, the custom
team store you created will expire. You will be subjected to create another custom team store
front.
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Frequently Asked Questions
Should you have any questions about the process or anything else related to the Russell Athletic
Little League Uniform Builder, please contact Customer Service for more information at:
RAcustomerservice@russellcorp.com, or call 1-800-772-5346 Monday through Friday from 8 AM
to PM Central Time
Thanks Russell Athletic
Q: I ha e ot e ei ed
What should I do?
tea ’s u ifo
o de a d it’s ee
o e tha
da s since placing my order.
A: If you have received an order shipment tracking number, please visit the FedEx Tracking
Website (hyperlink for
https://www.fedex.com/apps/fedextrack/?action=track&cntry_code=cn_english), and enter
your unique Russell generated tracking number for the status of your shipment. If you do not
have a tracking number or no status shows when you enter the tracking number into the FedEx
system, please contact our Customer Service Department at 1-800-772-5346 Monday through
Friday from 8 AM to 5 PM Central Time, or email us at racustomerservice@russellcorp.com for
assistance.
Q: Do you have any store locations?
A: No. However, you can view additional items online at: Russell Athletic (hyperlink to http://team.russellathletic.com/teamUniforms_youthBaseball.html) or at an authorized Russell
Athletic dealer found by utilizing the Store Locator – (hyperlink to
http://shop.russellathletic.com/info/Store_Locator/ref=teamfooter-store-locator)
Q: Do you have a catalog?
A: Our products can be viewed at the Russell Athletic Team Catalog (hyperlink to http://team.russellathletic.com/teamUniforms_youthBaseball.html) or at an authorized Russell
Athletic dealer found by utilizing the Store Locator – (hyperlink to
http://shop.russellathletic.com/info/Store_Locator/ref=teamfooter-store-locator)
Q: Where can I buy other Russell Athletic sports apparel?
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Frequently Asked Questions
A: Russell Athletic sports apparel can be found at www.russellathletic.com and at numerous
licensed online retailers.
Q: Where can I find an item that is not offered on your site?
A: You can find additional items at numerous retailers or you can contact our Customer Service
Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central Time, or
email us at racustomerservice@russellcorp.com for assistance.
Q: Can I purchase Spalding baseballs from this site?
A: No. You can purchase the Little League ® Official Baseballs at www.spalding.com.
Q: Do you sell my information for marketing purposes?
A: We do not. Additional information may be found in our Privacy Policy.
Q: What is your Privacy Policy?
A: (Privacy Policy hyperlink)
Q: What are the terms and conditions of this website?
A: (Terms & Conditions hyperlink)
PRODUCT INFORMATION
Q: How does your sizing compare to other manufacturers of baseball uniforms?
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Frequently Asked Questions
A: Our sizing varies by style. Read the product description to ensure you are getting the cut
that best suits your needs. For more information, please see our Sizing Chart (Hyperlinked to http://russell.staging.ordermygear.com/size-charts.html )for specific measurements.
Q: How do I launder and care for my Russell Athletic Uniform?
A: Check the inside of the garment for care instructions which may vary from product to
product.
RETURNS
Q: Can I return my order?
A: Yes. We will accept returns of any non-customized uniform items purchased through the
Uniform Builder website in their original condition – (clean, unworn/unused and accompanied
by packaging or tags) within 30 days of the original shipped date. Please contact our Customer
Service Department at 1-800-772-5346 Monday through Friday from 8 AM to 5 PM Central
Time, or email us at racustomerservice@russellcorp.com for assistance in obtaining a return
authorization number.
Q: What is a Return Authorization Number?
A: A return authorization is an alphanumeric identifier used by retailers that indicates a user has
been authorized by a company representative to return a product for a refund. A return
authorization is similar to a tracking number in that it identifies a transaction, and both parties
can get information on the progress of the transaction by using the RA number.
Q: Do I need a return authorization number for a return?
A: Yes. Please contact our Customer Service Department at 1-800-772-5346 Monday through
Friday from 8 AM to 5 PM Central Time, or email us at racustomerservice@russellcorp.com for
assistance.
Q: What do I do if an item is the wrong size or defective?
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Frequently Asked Questions
A: If you receive an item that is defective or not the size that you ordered, we will replace that
item for you at no cost. We will ask that you ship back the defective or wrong sized item at our
expense. Please contact our Customer Service Department at 1-800-772-5346 Monday through
Friday from 8 AM to 5 PM Central Time, or email us at racustomerservice@russellcorp.com for
assistance.
Q: Can I make an exchange?
A: We will exchange an item if you have received an item that is defective or not the size that
you ordered at no cost. We will ask that you ship back the defective or wrong sized item at our
expense. Please contact our Customer Service Department at 1-800-772-5346 Monday through
Friday from 8 AM to 5 PM Central Time, or email us at racustomerservice@russellcorp.com for
assistance.
Q: When will my return be credited?
A: Please allow 1 to 2 billing cycles, depending on your bank, to receive a credit to be applied to
the original form of payment.
Q: Can I return Russell Athletic Little League uniforms that were purchased from a dealer?
A: No. Please contact the dealer from which you purchased them for information.
SHIPPING
Q: Do you offer expedited shipping?
A: No. All orders are shipped FREE of Charge to our customers via FedEx Ground. Typically
shipment time ranges from five to seven days.
Q: Do you ship to PO Boxes or APO/FPO address?
A: We currently do not ship to APO and FPO addresses, but expect to do so in the very near
future.
Q: Do you ship outside the US?
A: No. We only ship to the 50 US states. We do plan on shipping uniforms to APO/FPO
addresses and internationally in the very near future.
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