Customer Service
Shopping with rgbCOMMERCE, Inc. means your merchandise is made to order. Please review the information below before purchasing so you know how to select your items, what to expect during production and shipping, and how to get help with your order.
Allow 2–3 weeks for standard production and handoff to the carrier. Shipping transit time is additional. All sales are final, except for damaged items or items sent incorrectly. Unavailable items can be refunded as explained below.
Placing an order
- Open your team, school, organization, or event store and select your merchandise.
- Review the product description, size chart, and any production, preorder, or shipping notices. Product pages also include return information in a tab near the description.
- Select the correct size, color, quantity, and any available personalization. Check spelling and customization details before adding the item to your cart.
- Review your cart and complete checkout. Enter an accurate shipping address and an email address where you can receive order updates and tracking information.
- Complete any required online checkbox acknowledgments for items with special production or shipping arrangements.
For questions about an existing order, include your order number when you email dropship@rgbcommerce.com. If you need to request an order change or cancellation, contact us promptly with the details. The final sale policy below applies to made-to-order purchases.
Sizes and fit
We use undecorated garments, commonly called blanks, from different manufacturers. Size labels and categories—including youth, adult, men’s, women’s, and unisex—are provided by the manufacturer.
A size in one brand or style is not guaranteed to match the same labeled size in another. We do not describe garments as running large, running small, or matching a typical size.
Review the size chart for the specific product before ordering. Use its measurements to help select your size, and contact us before purchasing if you have sizing or product questions. Size charts help you choose but do not guarantee your preferred fit.
Customers are responsible for their size selections. Receiving the size you ordered, even if it does not fit as expected, is not an incorrect shipment and does not qualify for a return or exchange.
Production times
Standard merchandise is produced after it is ordered; it is not held as finished inventory. The standard production window is 2–3 weeks, depending on the item. Follow any different timeframe disclosed for a specific product, preorder, or event collection.
The production window covers making your item and handing it to the carrier. It does not include shipping transit time. A shipping service selected at checkout covers carrier transportation and does not shorten the production window.
Availability and substitutions
General garments
If a general garment blank is unavailable—for example, a black XL T-shirt—we may use an equivalent brand with comparable garment type, color, quality, features, sizing, and measurements. The replacement garment’s sizing and measurements will be reasonably close to those of the originally selected garment, although minor manufacturer differences may occur.
Specific branded or specialized items
If a specific product is unavailable, such as a particular North Face lined jacket, we will contact you to discuss the delay and the available options: waiting for the item, selecting another available product, or receiving a refund for the unavailable item. A materially different replacement requires your approval.
Refunds for unavailable items are separate from the final sale policy for merchandise that has been supplied as ordered.
Shipping and tracking
Once your order ships, we send a shipment confirmation and tracking number to the email address associated with your order. If your order ships in separate packages, tracking information is sent as each package ships.
Carrier transit time begins after the package is handed to the carrier and is additional to the production window. Delivery timing depends on the carrier and destination. A carrier delay alone does not mean a package is lost.
Local pickup is not offered for general customer orders. Follow the specific fulfillment instructions shown for any product with an expressly offered event or expo pickup option.
Special production and separate shipments
Some items are produced offsite or abroad. They can require a longer production window, a separate shipment, or holding the entire order until all items are ready. An additional or separate shipping charge can apply.
Before proceeding, we will disclose:
- The applicable production window.
- Whether the item will ship separately or hold the entire order.
- Any additional shipping charge.
You must approve these details through an online checkbox form. The disclosed production window covers production and handoff to the carrier; shipping transit time is additional.
Returns and exchanges
All merchandise sales are final, except for items received damaged or items sent incorrectly by rgbCOMMERCE, Inc.
Returns, exchanges, and refunds are not available for an incorrectly selected size, dissatisfaction with fit, buyer’s remorse, a change in preference or team affiliation, or other reasons unrelated to damage or an incorrect shipment.
An incorrect shipment means the product, size, color, or decoration received differs from your confirmed order, subject to the equivalent brand substitutions described above. A correctly supplied item that does not fit as expected is not an incorrect shipment.
For unavailable products, see Availability and substitutions. For lost packages, see Lost or undelivered packages.
Damaged or incorrect items
Email dropship@rgbcommerce.com within 7 calendar days of receiving your package.
Include:
- Your order number.
- A description of the damage or how the item differs from your confirmed order.
- Clear photographs showing the item and the damage or discrepancy. Include packaging photos when relevant to shipping damage.
After confirming the issue, rgbCOMMERCE, Inc. will arrange an exchange or replacement at no additional cost, including any required return shipping and replacement shipping.
Contact us and obtain return instructions before sending an item back.
For pending orders fulfilled after a store closes, the reporting deadline is 5 business days after receipt.
Lost or undelivered packages
If you believe your package is lost or has not arrived, email dropship@rgbcommerce.com promptly with your order number and a description of the delivery issue. The receipt-based damage reporting deadline does not apply to a package you have not received.
We will review the tracking information and work with the carrier to investigate. You may be asked to confirm your shipping address and check delivery locations, household members, or building staff. Resolution can require completion of the carrier’s investigation.
If the package is confirmed lost in transit, we will send replacement items at no additional cost. If tracking shows delivery but you have not received the package, we will review the circumstances and carrier information to determine the resolution.
We may ask you to provide an alternate shipping address for a replacement package.
Orders when a store closes
If a team, school, organization, or event store closes, rgbCOMMERCE, Inc. will continue producing, fulfilling, and providing customer service for orders accepted before the store closes.
For pending orders fulfilled after closure, report damaged or incorrectly shipped items to dropship@rgbcommerce.com within 5 business days of receipt. This replaces the standard 7-calendar-day deadline for those orders. The same photograph, documentation, and replacement requirements apply.
Contact us
For product questions, sizing help, order status, or a delivery issue, contact rgbCOMMERCE, Inc. at dropship@rgbcommerce.com. Include your order number for questions about an existing purchase.