Q: I received my order, but I am missing an item?
A: We ask the customer to first check with the coach/main contact to see if anything was turned in. If no order found, we will offer a refund. If a required item, we will put in a quality order to replace it.
Q: I received my order, but the item does not fit. Can I exchange it?
A: Per our Game One policy, decorated items cannot be returned or exchanged based on style or fit. Customer should always check the product sizing on store for customers to verify before ordering.
Q: Our season is over soon, can I cancel my order?
A: Once the order is processed, we are unable to cancel/credit orders.
Q: I received the wrong item (ordered a long sleeve but received a short sleeve).
A: The CRR can review the entire order to see if someone else may have inadvertently received their item. Otherwise, we can offer a refund. If a required item, we will put in a quality order to replace it.
Q: I received the wrong size from what I ordered. (or I ordered a youth but received an adult, but confirmation shows they actually ordered a youth)
A: If the order confirmation matches what the customer was sent, unfortunately we cannot replace the item ordered incorrectly. If it is a required item, the customer may purchase a new item (pending product availability). If the issue is a Game One error, we will replace at no charge.
Q: My print is off-center.
A: The customer is asked to send a photo of the mistake. We will key in a new quality order and replace it at no charge for the customer.
Q: I don’t like this fabric or garment. Can I return it?
A: Per our Game One policy, decorated items cannot be returned or exchanged based on style or fit. If non-decorated item on a team store, we can return/exchange based on product availability.
Q: My son/daughter quit the team and I want to return my items.
A: Per our Game One policy, decorated items cannot be returned or exchanged. The customer is encouraged to reach out to the coach or other team members to try and buy.
Q: An item arrived damaged.
A: We will ask the customer for a photo for reference and offer a refund of the product. If a required item, we will replace it at no cost.
Q: I missed the deadline to order; can we still order.
A: If the order has not been processed, we will reach out to the team store builders to reopen the link for a couple of hours. If the store has already processed, we cannot reopen it and the customer is encouraged to contact the school/coach to see about running a second store in the future.
Q: When will I receive my order?
A: The CRR will refer to the store type and close date to estimate a window of delivery for the customer.