Question 1

Has my order shipped?

Accepted Answer

Orders ship 3 weeks after the store closing date. However, during peak seasons, please contact your sales rep for more accurate turnaround times.

Question 2

Has my order shipped? (copy)

Accepted Answer

Orders ship 3 weeks after the store closing date. However, during peak seasons, please contact your sales rep for more accurate turnaround times.

Question 3

How do I change quantities or cancel an item in my order?

Accepted Answer

Email us immediately if you need to make a change, once the team store is closed we are unable to make changes. Thank you for your understanding!

Question 4

How do I track my order?

Accepted Answer

Please allow 3 weeks after the team store closes to contact the store coordinator/coach for a tracking number on the entire store.

Question 5

The team store close date has passed. Can I still order?

Accepted Answer

We cannot add to a closed store, if you are looking to place an order individually we require a minmum of 6 per garment/color/and design to do so – please only contact your sales rep if you have 6 alike items that you are ready to order if your store has closed.

Question 6

Where does the name & number go on the garment I chose?

Accepted Answer

Please see the mockup image of the item you are purchasing, it should say SMITH 12 where your personalization goes. If you only see a name, or only see a number on that mockup – that is the only option for that particular garment.

Question 7

What is the return & exchange policy?

Accepted Answer

We do not offer returns/exchanges on customized/personalized garments. Learn more about our return policy here(https://www.x-grain.co/return-policy)

Question 8

My order hasn't arrived.

Accepted Answer

Please make sure you received a confirmation email with your total, and your credit card has been charged. If so, and it is past the expected ship date, please contact the store coordinator/coach to make sure they do not have your items.

Question 9

How can I get a copy of my receipt/invoice?

Accepted Answer

You should be emailed a confirmation receipt right after you submit your order and payment, that receipt will have your item, size, personalization, etc.

Question 10

I received the wrong product. What should I do?

Accepted Answer

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving your order.

Question 11

What are my payment choices?

Accepted Answer

Online stores require credit card as form of payment, you must pay at checkout for your order to go through.

Question 12

When will my order ship, what are my shipping charges, and where do they ship?

Accepted Answer

Please allow 3 weeks from the store close date for your items to ship. During peak seasons turnaround times on orders may vary, please contact your sales rep for a more accurate turnaround time.

Shipping is FREE with our team stores! Simply add items to your cart and proceed to checkout. Your order is shipped to the store coordinator/coach, and is individually bagged with all of your items in one bag.

Question 13

Do you have a sizing chart?

Accepted Answer

Yes! Click the Sizing Chart tab at the top of this page. View the sizing chart as a PDF or EXCEL file. When viewing the EXCEL file please check the tab at the bottom of the page that reflects your garment type.

Question 14

I don't see my size in the drop down menu.

Accepted Answer

If the size is not available to select, that size is out of stock and unable to be ordered.

FREQUENTLY ASKED QUESTIONS

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