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Frequently Asked Questions (FAQ)
Q: Having issues with the shopping cart?
A: Due to the success of our new website, we've been experiencing increased volume which sometimes can impact the shopping cart. If you are experiencing this problem, and using the newer version of chrome, we recommend you trying a new browser. If this does not work, please feel free to contact our customer service team.
Q: Does your company have a minimum piece requirement when placing an order?
A: For existing customers, we do not require minimums. When placing an initial order for retail, monogram and resort accounts, we require a minimum of 48 pieces.
For decorated goods, minimums vary depending on decoration method. Embroidery and screen print orders have a 12-piece minimum per logo. Heat transfer orders have a 24-piece minimum per logo. For Collegiate accounts, please refer to your price sheet for minimums.
Q: What state do your goods ship out of?
A: Our goods ship out of our warehouse in Sharon, Massachusetts.
Q: How do I get set up with open payment terms?
A: To apply for terms, we ask that you download & complete one of the following Credit Applications listed below. Once completed, please print and fax the form to our Accounting Department at 781-793-1133, or save and attach the form in an email to firstname.lastname@example.org
Q: Is there anything I can give to my customer to help them choose sizes or to pass out as a guide to their employees?
A: Yes. We have created a Size Equivalence Chart that contains sizes and body measurements to assist with sizing—these are not garment measurements. Simply tell your customer to locate their measurements on the chart and that will tell them the approximate Charles River Apparel (CRA) size they should fit into. Click here to view the PDF size equivalence chart.
For style specific measurements you can also tell your customers to visit our website at www.charlesriverapparel.com. Each product has a product “SPECS” tab on the bottom of each page.
Q: Where are your garments made? Are they made in the USA? A: Our garments are imported from various countries around the globe and are not made in the United States. Our factories are required to meet higher quality standards and social compliance. We take great pride in our factory partnerships – some that have lasted 25 years.
Q: Can Charles River Apparel Help me set up logos for my customer?
A: Charles River Apparel has a full service graphic design department to create, modify designs, and digitize them at competitive prices.
Q: What is the return policy?
A: Returns cannot be accepted unless accompanied by a Return Authorization number (RA). RA's must be obtained within 30 days of invoice and product must be in resalable condition. Spec samples are not returnable.
Q: How do I obtain an RA?
A: Please contact customer service at email@example.com or 800-225-0550 to obtain a return authorization form.
Q: Can I set up multiple users with designated roles?
A: Yes, you will have the ability as an admin, to set up individuals users with specific roles/permissions.
Q: Can I pay with a credit card online?
A: Yes, you can pay with your credit card online. Go to view invocies and click on the 'open' invoices you'd like to pay, this will take you to the payment page. If you have a card on file, you will be required to update your verification # located on the back (front for AmEx) of your CC. If you do not have a card on file, follow the steps for adding your credit card information.
Q: Can I pay with a credit memo online?
A: Unfortunately our systems are not set up to accept online payments using credit memos. If you'd like to use a credit memo for payment please contact us at AR@charlesriverapparel.com or 800-225-0550 ext 3.
Q: Can I make partial payments online?
A: Unfortunately we cannot accept partial payments online. If you'd like to make a partial payment, please contact us at AR@charlesriverapparel.com or 800-225-0550 ext 3.
Q: Do you have MAP policy
A: Yes, we have a published MAP policy which can be found in our resource library.