WORK CLOTHING





Frequently Asked Questions


 

Type of Question

Catalogs
Will you send me a catalog?

Back Orders
What does it mean for an item to be on backorder?
Why didn't the web site tell me the item was backordered before I purchased it?
Can I cancel a backordered item?

Email
I've written to customer support, but I haven't received a response! Why?

Embroidery
How do I place an order with embroidery on your web site?
Can you embroider a name and what will it cost?
Can I get our company logo embroidered on of your shirts or jackets?
Why do you need to digitize my logo, can't you use a simple peg, gif, or image file?
Do you charge to digitize my custom logo?
What if I don't like the way you digitized our logo?


Payment
Is it safe to use my credit card or debit card online?
Do you accept PayPal as a payment method?
What forms of payment do you accept?
Can I send you a check?
Is it safe to purchase online with my Credit or Debit Card?
Why do I see two Credit or Debit Card transactions when I check my bank account online?
Do you accept International Credit Cards?

Return / Exchange / Cancellation
What is your return /exchange policy?
How do I return items from my order?
Can I return embroidered items?
When will I receive a credit or refund for an item(s) returned?
I just placed my order, but I need to make a change to it. How can I do that?
I changed my mind, can I cancel my order?

Shipping
How much does shipping cost?
How long until I receive my Order?
How can I track or check the status of my Order?
Do you offer Saturday Delivery?
I ordered using UPS 3 Day. 3 days have passed and I still don't have my package. Why?
I ordered using UPS 2nd Air. 2 days have passed and I still don't have my package. Why?
I ordered several items, but I did not receive all of them in my shipment. Where are the rest of my items?
Will you ship to my PO box or Military APO/FPO address?
Do you ship outside of the United States?

 

 

 

Catalogs

Q: Will you send me a catalog?
A: Our retail customers can download a copy of one of our Red Kap, Bulwark, LiteFX, or Chef Designs Catalogs in electronic format. Use our self service catalog page. Regrettably, Automotive Workwear is only mailing out Red Kap and Bulwark Catalogs to wholesale customers only. Call for details 800-589-1084

 

Back Orders

Q: What does it mean for an item to be on backorder?
A: Items that are on backorder are items that are normally stocked, but may be low on stock or out of stock at the time of order. Items will return to stock shortly. Your back ordered item, when available, will be ship to you at no additional shipping charge.

Q: Why didn't the web site tell me the item was backordered before I purchased it?
A: We do apologize. Thousands of orders are processed each day, while this is no excuse, regrettably backorders do happen. Since we are a national distributor of Red Kap products, when a backorder occurs, it is a National Backorder. Meaning the manufacturer of the item is also out of stock on that item. There are two most likely reasons for this. If the quantity of the item you selected is low and multiple orders come in for the same item that exceed our current stock, then a backorder occurs. Other parts of your order are processed and shipped to you with a packing list that indicates a backorder on that item.

Also, our computer inventory levels may not match our actually inventory levels in the warehouse. It doesn't happen all the time, but to be honest we make a few mistakes from time to time. For example, if our inventory system indicates one case of 100 shirts, size medium royal blue. We should have enough to fill your order, but suppose when the order is actually pulled to be shipped our warehouse discovers the wrong size or color are actually in that box and not the size that you need. A backorder will then occur. We will ship your other items now and when the backordered item is available it will ship to you at no additional shipping charge.

Q: Can I Cancel a Backordered Item?
A: Yes, provided the item has not shipped yet, we will be happy to cancel any backorder. Please contact one of our customer service representatives. All cancellations require confirmation from our customer service department at 800-589-1084. We must tell you that the order has been cancelled.

 

Email Questions

Q: I've written to customer support, but I haven't received a response! Why?
A: There could be several reasons for this, however the most common may be your email spam filter settings. Many email programs have spam filters that mistake our emails or email order receipts as spam. This is especially true if you use AOL, Earth Link, Hot mail, MSN, Yahoo, or any other internet based email program with a spam filter, please check your junk mail folders and trash folder! If you have emailed over the weekend or on a holiday, also please allow for extra time before you will receive your response. Please check our Email Filter Setting Page for further assistance.

 

Embroidery / Custom Logos

Q: How do I place an order with embroidery on your website?
A: First, select the item you wish to purchase and add it to the shopping basket. Second, Select "Embroidery Services" on the menu on the left. Then select the type of embroidery you wish and add the embroidery to your shopping basket. Repeat this process for each item or different embroidery you wish. For more details visit our embroidery services page.

Q: Can you embroider a name and what does it cost?
A: Yes, we can embroider a company or individuals' name. Simple text can be embroidered directly on any garment. No set up fee is required. No minimum order quantities. The price is $5.95 for the 1st line of text , $2.00 for the 2nd line, and $1.00 for the 3rd line per area. Volume pricing is also available. Three lines maximum per area. For more details visit our embroidery services page.

Q: Can I get our company logo embroidered on one of your shirts or jackets?
A: Yes, We can digitize your logo and embroider it onto any garment that we sell. For more details visit our embroidery services page.

Q: Why do you need to digitize my logo, can't you use a simple peg, gif, or image file?
A: No, we cannot use those file types. Before any design can be embroidered, it needs to be manually converted into a special format that is accepted and readable by the computerized embroidery machine. Basically, the design has to be manually traced with special software. This digitized file basically tells the embroidery machine where, how, direction, and which colors to use while stitching the logo. Our digitizers have years of experience to provide you with a great looking logo.
For more details visit our embroidery services page.

Q: Do you charge to digitize my custom logo?
A: Yes, A one time set up fee of $79 dollars will be charged to digitize your logo into a special sewing machine file. A small logo is 3.25" wide or less and a large logo is 3.35" wide or more. A sew-off sample will be created and sent to you in approximately one week for your approval or suggested changes. We want your logo to be perfect! Once the final version of the logo embroidery has been approved by you, it will be assigned a number and remain in our files for future orders. Remember that once the logo has been approved it cannot be changed.
For more details visit our embroidery services page.

Q: What if I don't like the way you digitized our logo?
A: We will redo it until we get it exactly how you want it. Our digitizers have years of experience to provide you with a great looking logo. We want you to be totally satisfied with your embroidery. Bottom Line, If you don't like it, you don't pay for it. For more details visit our embroidery services page.

 

Payment Questions

Q: Is it safe to use my credit or debit card online?
A: Yes, it is completely safe to use your credit or debit card on our website. AutomotiveWorkwear.com is a safe and secure website. We use two systems to help protect our customers’ information. We use GeoTrust Extended Validation SSL Secured along with McAfee Secure and Trustwave. GeoTrust Extended Validation SSL not only encrypts and encodes the data when the “https” appears in the URL, but also verifies that we are a valid business. McAfee Secure runs daily PCI certification security tests to protect you from identity theft, viruses, spyware, and other online threats while visiting our website. The "live" McAfee Secure Secure mark appears only when this site passes all PCI compliant security tests. We also use Trustwave as a second independent 3rd party verification system to assure you information is safe.

Q: What forms of payment do you accept?
A: We accept American Express, Discover, Master Card, Visa Credit Cards, Most Debit Cards, and PayPal. Also paper checks and money orders with conditions. In addition, Government, School/University, and Corporate Purchase Orders are accepted. Credit approval is required prior to accepting the first purchase order.

Q: Can I send you a check?
A: Yes, Customers may also pay via paper check or money order using our mail order option. All checks require a 10 day hold before the order will ship. No hold is required on Money Orders or Cashiers Checks upon bank verification.

Q: Is it safe to purchase online with my Credit or Debit Card?
A: Absolutely. Our secure servers keep your data safe. We use the industry-standard secure software technology, Secure Sockets Layer (SSL), to ensure that the information you enter on your online order is transmitted securely from your web browser to our facilities. The SSL software encrypts your order information to prevent the decoding and misuse of your information by unauthorized individuals. Credit card information is removed upon completion of the online credit card approval process. Credit card information is NOT kept on our internet servers.

Q: Why do I see two Credit or Debit Card transactions, when I check my bank account online?
A: We apologize for that however; we have NOT taken money twice from your charge or debit card for this transaction. The second charge you see is an authorization done at the time you place your order. These authorizations are done automatically when you placed the order, to make sure the card is valid. A hotel or restaurant would do the same to make sure the card is valid and not stolen or out of date.

Credit cards will usually remove the charge in 24-48 hours however, some charge cards and most debit cards can hold the authorization for up to 2 weeks. If you call your bank they can explain it much better than we can. If your billing statement happened to close and be sent to you while the authorization was on the card the paper statement will show this as a charge however, if you call your bank or credit card company they will be able to help you and show that the charge is no longer on the card as it was only an authorization.

Q: Do you accept International Credit or Debit Cards?
A: NO. We do NOT accept international credit cards. Credit cards must have a valid billing address within the United States of America.

 

Returns / Exchanges / Cancellations

Q: What is your return /exchange policy?
A: Our customers have a 60 day return / exchange policy upon delivery. If you are not satisfied with the products for any reason return them for a refund*, less shipping charges. NO restock fees.
Please visit our Returns Page for complete return instructions.

Q: How do I return items from my order?
A: Before you return or exchange any item for any reason - You must first contact us for a Return Authorization Number (RMA) which is required for all returns or exchanges, and shipping instructions. Please visit our Returns Page for complete return instructions. If you are not satisfied with the products for any reason return them within 60 days for refund or exchange, less shipping charges.

Q: Can I return embroidered items?
A: Sorry but embroidered or altered garments can NOT be returned or exchanged unless defective or embroidered wrong by us. Garments with any spelling errors that were made by the customer will NOT be accepted for return or exchange. If we made the mistake, we will exchange and reprocess the order promptly.

Q: When will I receive a credit or refund for an item(s) returned?
A:
Once your garments are received, returns are promptly processed and refunded to you minus the shipping charges, through the method of payment from the original order. If your order was paid for via credit card, your refund will be credited back to the credit card used for the original order. Banks may take up to 7-10 business days for your credit to appear on your billing statement.  If your order was paid for via check or money order, a refund will be given to you via check. If you have any concerns please telephone one of our customer service representatives at 800-589-1084 during normal business hours.

Also, if you have sent your return to any address other than our authorized return location in San Bruno, California we cannot guarantee that your return will be received or credited. For more detailed information, please read our return policy.

Q: I just placed my order, but I need to make a change to it. How can I do that?
A: We apologize, but we may be unable to make any changes to orders once they have been placed. Due to the speed at which orders are processed, in some cases only minutes after placing your order, its being packed for shipment. Call us at 800-589-1084 for assistance. For more detailed information, please read our return policy.

Q: I changed my mind, can I cancel my order?
A: We apologize, but we are unable to cancel orders once they have been placed. We are happy to accept your return or exchange once you receive your items. Please consult our return policy . The exception to this is if you are informed that you have items on backorder. We will be happy to cancel any backorder provided the items have not yet shipped.

 

Shipping Questions

Q: How much does shipping cost?
A: Shipping Charges will be calculated during the check out process. Shipping costs are based on weight of the order and how far your location is from our closest warehouse. Select your items, start the check out process, you will be shown your shipping charges before you enter your credit card information.

Q: How long until I receive my Order?
A: UPS Ground: UPS ground can take up to 8 days for delivery, depending on how far your address is away from one of our six warehouses spread throughout the United States.

2nd Day Air: Selecting 2nd Day Select does NOT mean you will receive your order two days after the order is placed. Rather, you will receive your order within 2 business days, once the order has shipped. Excluding weekends and holidays.

3 Day Select: (3 Day Select is twice as fast as Ground) Selecting 3 Day Select does NOT mean you will receive your order three days after the order is placed. Rather, you will receive your order within 3 business days, once the order has shipped. Excluding weekends and holidays.

Q: How can I track or check the status of my Order?
A: Customers who wish to check on the status of their order may e-mail us at customerservice@automotiveworkwear.com or call 800-589-1084 during operating hours and request the status of their order. If possible, please have the order number readily available as this may expedite the checking of the status of your order.

Q: Do you offer Saturday Delivery?
A: Sorry, Automotive Workwear does not offer Saturday delivery.

Q: I ordered using UPS 2nd Day Air. 2 days have passed and I still don't have my package. Why?
A: UPS 2nd Day Air refers only to the shipping method once your order actually ships and not that you will have it in 2 days from the moment you placed the order. Saturday and Sunday are not counted as part of the 2 day delivery. Customers who wish to check on the status of their order may e-mail us at: customerservice@automotiveworkwear.com or call 800-589-1084 during operating hours, Monday - Friday, and request the status of their order.
No deliveries on weekends and holidays.

Q: I ordered using UPS 3 Day. More than 3 days have passed and I still don't have my package. Why?
A: UPS 3 Day Select refers only to the shipping method once your order actually ships and not that you will have it in 3 days. Saturday and Sunday are not counted as part of the 3 days. Customers who wish to check on the status of their order may e-mail us at: customerservice@automotiveworkwear.com or call 800-589-1084 during operating hours, Monday - Friday, and request the status of their order. No deliveries on weekends and holidays.

Q: I ordered several items, but I did not receive all of them in my shipment. Where are the rest of my items?
A: We make every effort to ship your entire order at the same time. However, if an item is backordered, we don't want to hold up your entire order. So, we send you the in-stock products right away. We ship the backordered products as soon as they arrive. We will try to email you as soon as possible when we find out that an item is on backorder. You will not be charged extra for shipping back ordered items.

Q: Will you ship to my PO box or Military APO/FPO address?
A: We regret that we are unable to ship to PO Boxes or Military APO/FPO Addresses at this time. UPS will not deliver to P.O. Boxes, APO's, or FPO's. We do not use the U.S. Postal system.

Q: Do you ship outside of the United States?
A: Unfortunately, Automotive Workwear, Inc. does not ship outside of the United States at this time.