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1-800-762-6786

FAQ

Order Process

What is the order process for non-customized (blank) apparel?

Can I talk to someone about my order?

How long does it take for me to receive non-customized apparel?

Can I order a combination of blank and decorated products?

What if I need to change my sizes or quantities after I placed my order?


Customization

How long does it take for me to receive customized apparel?

Will I be able to talk to the artist about my order?

What if I already have a digitized version of my logo?

What about thread count, size, etc?

How do I specify exact colors for thread or screen print?

Do you customize items that I send in (family keepsakes, items bought previously, etc)?

What if I want a different name or initials on each shirt?

What part of the (shirt, jacket, accessory, etc) can I get customized?

How do I upload my art file to GearOne?

How do I select the customization locations?

What type of embroidery thread do you use?

Will I get to see a sew out proof of my logo before it is embroidered on my order?

Can I get help with designing my logo?

What Other Types of Customization Do You Offer?


Products and Pricing

Do you offer discounts for resellers?

Do you have products that are not listed on your website?

What about T-Shirts, cups, trade show items, etc?


Apparel

Will apparel shrink when washed?

How should I wash the apparel to prevent uneccesary shrinkage or damage?


Shipping

Can I have my order split up and shipped to multiple addresses??

What shipping options are available (UPS, FedEx, etc)?

Can I have my order shipped to a hotel or conference center and verify they arrive on a certain date?

How do I track my shipment?

What if my order arrives damaged or with the wrong sizes or colors?

Where is GearOne located?


Billing

What kind of sales tax and fees are applied to my order?

What does the charge show up as on my credit card statement?

Can I use corporate credit to make orders?

Do you ship internationally?

Can I pay with cash, check, or COD?

What credit cards do you accept?




Order Process

What is the order process for non-customized (blank) apparel?

For blank apparel the process couldn't be easier. Simply find what product you want, enter the sizes and colors and add them to the cart. Since there is no customization involved (no embroidery, screen printing, etc) you do not need to submit artwork or speak with the artist. We are often able to have your items shipped the same business day if you make your order before 5pm EST.

Can I talk to someone about my order?

Absolutely! We want you to be informed during every step of the process. If you have questions or concerns you can always call our toll free number: 1.800.762.6786. If you prefer email you can reach as at customerservice@gearone.com. We will be glad to talk to you about your order, product information and specs, or special requests. Even if you're not sure whether we can help with your particular request it doesn't hurt to ask!

How long does it take for me to receive non-customized apparel?

Non customised (also called "blank") products typically ship the same business day if ordered before 5pm EST. Once shipped, the shipment will usually take between 2-5 business days to reach you depending on where you are located.

Can I order a combination of blank and decorated products?

Yes! Once you add items to your cart just continue shopping and add either blank or customized apparel. In your cart you can see which items have customization and where. If you have more detailed questions about a specific order please feel free to contact us.

What if I need to change my sizes or quantities after I placed my order?

If you made a mistake and ordered an incorrect size or color please contact us and let us know as soon as possible. Depending on which changes you need to make you may incur additional charges.

Customization

How long does it take for me to receive customized apparel?

GearOne offers several options for faster production:

  • Standard Production - Delivery Time is 10-12 Business Days Including Shipping
  • 48 Hour Production - Delivery Time is 8-10 Business Days Including Shipping
  • 24 Hour Production - Delivery Time is 7-8 Business Days Including Shipping

The above delivery times assume prompt submission of artwork and approval of proof.

Will I be able to talk to the artist about my order?

Yes! One of our artists will contact you after you make a custom order to get your logo and special instructions if you have any. The art submission and approval process are very important to us because we want to make sure you get exactly what you want. Sometimes unforseen issues come up during the costomization process and we need to talk to you in order to find the best solution. Some companies just throw whatever design onto their products without any concern for design and quality and we want to avoid that. We believe that good communication leads to a better overall experience.

What if I already have a digitized version of my logo?

Thats even better! We can use your prior-digitized files and put it on whatever you want as well as making any changes to the file you request.

What about thread count, size, etc?

GearOne does not limit the number of stitches in your logo. Rather, we have maximum areas that we allow for decoration in each location. These areas are determined for each product based on the way the item will fit into our machines. Generally unless your logo is very large you will not incur any additional charges for thread.

How do I specify exact colors for thread or a screen print?

Once you give us your logo our artists will do their best to use colors that make your logo true to form. If you would like to specify exact colors you can tell the artist exactly which pantone color names you would like.

Do you customize items that I send in (family keepsakes, items bought previously, etc)?

GearOne does not customize products that have been previously bought or items that are sent in. This is done to ensure that we can replace any items that may be damaged during the customization process.

What if I want a different name or initials on each shirt?

The process of putting a different name or initials on each shirt is called personalization. When you are making your order select the place where you want the personalization as a decoration location (the same way you do as if you were putting a logo or design there). When you talk to one of our artists you can submit a list of which names you want on which shirts. For example if you want your company logo on the left chest and each employee's name on their respective shirt you would select left chest and right chest embroidery during the order process and then submit a list of which shirts get which names to the artist once you have made the order.

What part of the (shirt, jacket, accessory, etc) can I get customized?

For shirts and outerwear the standard customization locations are:

  • The custom embroidery decoration locations are:
  • Left Chest Embroidery
  • Right Chest Embroidery
  • Left Sleeve Embroidery
  • Right Sleeve Embroidery
  • Locker Patch Embroidery (also called Back Yoke)

Alternative Decoration Areas or Methods are available by Special Order by Phone. Certain customization locations may not be available because of the brand logo or other reasons. Each product will have a list of locations that can be customized for that particular product.

How do I upload my art file to GearOne?

After you make your order that includes customized items our artist will contact you and that is when you can attach your existing artwork for them to digitize in addition to any extra instructions you may have

How do I select the customization locations?

On the product page select the 'Customization' tab at the top and select which locations you want customized by checking their respective checkboxes. You will see the price reflected on the itemized listing on the right. Once you are done and have verified you have the right sizes and colors, click the 'Add To Cart' button on the right side of the page.

What type of embroidery thread do you use?

We use two types of embroidery thread, Rayon and Polyester, depending upon the application. Rayon thread offers the widest range of colors, has a superior sheen, and is softer when stitched on a garment. We stock 636 colors of Rayon thread to color-match your logo. Polyester thread is superior for industrial washings where harsh chemicals are used to remove grease and oil stains. We stock more than 100 shades of poly thread for those applications where garments are washed commercially.

Products and Pricing

Do you offer discounts for resellers?

If you are a reseller and are looking to make large orders please contact us directly by calling our toll free number: 1.800.762.6786. For larger orders we can accomodate resllers at very competitive rates as well as waiving non applicable sales tax for Georgia customers.

Do you have products that are not listed on your website?

In order to keep our website clean and easy to use we do not include our full catalog online. If you are looking for a specific product that you do not see on our website please feel free to call our toll free number: 1.800.762.6786.

What about T-Shirts, cups, trade show items, etc?

Currently we do not list our screen printed and promotional items on our website. If you would like to order one of these items either blank or customized please contact us.

Will I get to see a sew out proof of my logo before it is embroidered on my order?

Yes! We want to make sure you are happy with your logo before it is embroidered or screen printed on your order. Our artist will email you a picture of the sew out for you to approve before we continue with the production process. Please note that any delay in approving your proof will result in a longer production time and delay the time it takes to receive your order.

Can I get help with designing my logo?

Our talented artists can take anything you have: A vector file, a digitized file, a picture of previously embroidered apparel, scribbles on a napkin, whatever! As long as you have some idea of what you want we will design it and make it look great!

What Other Types of Customization Do You Offer?

We offer other types of customization for large volume orders. Please contact Customer Service for our very competitive pricing and details on programs for screen printed garments, pad printed specialties, and overseas pre-production customization.

Apparel

Will apparel shrink when washed?

Almost every apparel item will shrink in size if washed improperly. Blended fabrics with polyester and cotton or 100% polyester content will shrink less in the normal washing process. Most of our 100% cotton fabrics are pre-shrunk to prevent excessive shrinkage. The items listed on the GearOne store will perform well and hold up during their lifetime from fading, shrinking, and pilling. The industry standard for 100% cotton shirts is for shrinkage of 5% or less in length and 3% in width when laundered according to instructions. We do not sell "promotional" shirts that shrink every time they are washed.

How should I wash the apparel to prevent uneccesary shrinkage or damage?

All of our garments contain specific washing instructions on care-labels attached to the item. Wash in cool water and tumble dry works for every washable garment.

Many items allow tumble drying on low heat without ill effect. Washing in Hot water and/or using High heat in a dryer can shrink cotton items and wrinkle polyester fabrics. Most of our 100% cotton fabrics are pre-shrunk to prevent excessive shrinkage. Chlorine bleach and caustic detergents should only be used on garments and decorations designed for that process. We do have special garments available for "dirty every day" applications and commercial laundry.

Shipping

Can I have my order split up and shipped to multiple addresses?

If you would like to split your order and ship to multiple addresses you may do so by contacting our customer service department. Please note that additional charges may be applied depending on order size and number of shipping locations.

What shipping options are available (UPS, FedEx, etc)?

We currently offer UPS and a local pickup option. For local pickup you must be able to come to our headquarters in Marietta, GA to receive your order. Our address is:

1800 Sandy Plains Ind. Pkwy. NE, #114
Marietta GA, 30066

Large palletized shipments are shipped via LTL truck or local courier. Overnight and Second Day Air shipments are available through Customer Service.

Can I have my order shipped to a hotel or conference center and verify they arrive on a certain date?

We can accomodate orders being shipped to hotels or conference centers on specific dates. To coordinate special requests please call or email our customer service department.

How do I track my shipment?

Once your order has been shipped you can log into your customer account and see your order along with the shipping tracking number and a link to the UPS website where you can track the shipment

What if my order arrives damaged or with the wrong sizes or colors?

We work really hard to verify that our shipments are correct and as ordered. If you receive a shipment that is damaged or incorrect please let us know as soon as possible so that we may fix the issue and send a replacement.

Where is GearOne located?

GearOne's headquarters is located just north of Atlanta, GA. Our address is:

1800 Sandy Plains Ind. Pkwy. NE, #114
Marietta GA, 30066

Do you ship internationally?

Due to shipping restrictions GearOne currently ships to US and Canada only.


Billing

What kind of sales tax and fees are applied to my order?

We hate fees and we don't charge fees on our orders. Georgia residents are required to pay applicable sales tax which is displayed on the checkout page before your credit card is charged.

What does the charge show up as on my credit card statement?

The charge on your credit card should show up as: GEARONE.COM or SOUTHEASTERN EMBROID770-423-7300. If you have a question or concern about the amount charged please contact us as soon as possible

Can I use corporate credit to make orders?

Companies with established corporate credit who have done business with GearOne before may call and use corporate credit to make orders.

Can I pay with cash, check, or COD?

Please contact customerservice@gearone.com if you would like to pay with cash, check, or apply for credit and receive payment terms. Cash and Check orders must be paid in advance, Production and shipping will be delayed on orders are that are paid by cash or check until payment is received. Orders utilizing credit terms with GearOne must include a valid PO# with accompanying fax or e-mail documentation in accordance with your credit terms.

What credit cards do you accept?

The GearOne online store currently accepts American Express, Discover, Master Card, and Visa for online purchases.

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GearOne Inc.
1800 Sandy Plains Ind. Pkwy. NE, #114
Marietta GA, 30066