FAQs

Existing Orders • Shipping  Payments  Placing Orders  Products  Sales

 

QUESTIONS ABOUT AN EXISTING ORDER:

I received my shirts but did not get the display?

A: Our displays ship direct from our vendor. Since they ship from another location, you can expect to receive displays a few days after you receive your product.  Typically they will arrive within 3-5 days.

 

Where are my FREE SHIRTS that come with the display package?

A: Rather than free shirts, there is a credit on your invoice for the amount of shirts at wholesale price specified in the display package. These are not additional shirts; they are included with the shirts you ordered.  Please refer to the bottom of your invoice for the offset credit.  Once these shirts are sold at suggested retail value, they will offset the cost of display.

 

Am I able to track my display?

A: Typically we are able to track displays; however, there are certain circumstances where a tracking number might not be available. If you would like to track your display, please contact our customer service department at 855-560-4475 or email us at sales@straightupsouthern.com.

 

How do I make changes to my order?

A: If you would like to make changes to an order already placed, please call 855-560-4475 or email us at sales@straightupsouthern.com

 

How long before my backorder will be shipped?

A:  Backorders can happen for many reasons including an inability to get the blank shirts, high volume of print jobs for other styles, or the style is out of stock.  We don't always know when the shirt will be available, but will do our best to keep you informed. Please view our backorder policy for more information. If you would like to cancel a backorder you may do so by calling our customer service department at 855-560-4475 or via email at sales@straightupsouthern.com.

 

When will my order ship?

A: If you have already placed an order or have a backorder and would like to check its status, please call us at 855-560-4475 or via email at sales@straightupsouthern.com.

 

How do I track my order that has shipped?

A: Most of our product is shipped via UPS and the displays are shipped directly from our third party vendor. For tracking information on your order, whether display or product, please call our customer service department at 855-560-4475 or via email at sales@straightupsouthern.com.

 

What do I do if I want to return a product?

A: If we are at fault, all you would need to do is contact our customer service department at 855-560-4475, via email at sales@straightupsouthern.com, or contact the sales rep manager for your area. For more information on our return policies and procedures, please visit (link) on our wholesale website.

 

 

QUESTIONS ABOUT SHIPPING:

For information regarding the shipment of existing orders or backorders, please visit the section “Questions about an existing order”

 

If I was to order today, how long until I receive my product?

A: All available product ships within 3-5 business days of being entered into our system and takes 1-6 business days to arrive depending on your store’s location. Displays will arrive within 5 days of receiving the product. We make every attempt to ship your order complete.  If we know a shirt style will be available a day or two after your order is to ship, we may hold the order until we can ship complete.  For a more specific estimate, please call us at 855-560-4475 or via email at sales@straightupsouthern.com.

 

What is the cost of shipping?

A: We ship everything with a flat rate fee dependent upon the total amount of your order and the brand the order is for. Displays are capped at $150 for shipping. For more information on which flat rate your order would fall under please visit (link).

 

Is it possible to request the display to be shipped prior to the product?

A: At this time it is not possible to arrange for the display to arrive prior to the product.

 

 

QUESTIONS ABOUT PAYMENT:

How do I apply for Net 30 terms and how long does it take?

A: You may apply online or by submitting a Credit Reference Sheet to sales@straightupsouthern.com.  This process usually takes 2-4 weeks but a large portion of that depends on how quickly we hear back from your references. Please call our customer service department at 855-560-4475 or via email at sales@straightupsouthern.com to check on the status of your application.  

 

Are you able to call me for my credit card information when my order is ready to ship?

A: At this time we are unable to satisfy the request of calling for a credit card when the order is ready to ship. We must have payment information on file in order to process your order. If you do not want a credit card to be kept on file for payment, please consider applying for Net 30 terms. Please note: we will not charge your card until time of shipping and we will only charge your card with the available product that is being shipped.

 

What happens if my Credit Card declines?

A: Since we charge at time of shipping, all available product for your order is packed and ready to go if your card was to decline. We may attempt to charge the card you authorized multiple times to collect payment. Our customer service team will attempt to contact you by phone and e-mail to resolve the payment issue. If we are unable to resolve payment, your order will be canceled and all products will be returned to inventory.

 

When will my credit card be charged?

A:  Your credit card will be charged at time of shipping.  If an item is backordered, you will not be charged for that item until it actually ships.  Please note: We must have a credit card in the system before we can process your order.  Unfortunately, we are unable to satisfy the request of calling for a credit card when the order is ready to ship. 

 

What types of payment do you accept?

A: We accept all major credit cards and you are also able to apply for Net 30 terms.

 

 

QUESTIONS ABOUT PLACING AN ORDER:

How do I place an order?

A: You are able to place an order over the phone at 855-560-4475, via email at sales@straightupsouthern.com, or through the sales rep manager for your area.

 

Is there a minimum amount for fill-in or reorders?

A: There is no minimum amount for fill-in or reorders. However, please keep in mind that the shipping fee is a flat rate fee based on the total amount of each individual order.

 

Do I have to order Pre-Packs?

A: No, pre-pack quantities are not required and we have no minimum amount for reorders.

 

How do I order online?

A: To place orders online you will need to login to your account. If you do not already have one, you can set one up here or call our customer service department at 855-560-4475.

 

 

QUESTIONS ABOUT OUR PRODUCTS:

Are the sizes true to size, or do they run small/big?

A: Yes, the sizes listed are true to size. If you need specific dimensions, please visit our sizing charts here.

 

Where can I find marketing images for my store or website?

A: Marketing images can be found on our wholesale website after you have logged into your account. Simply visit (coming soon).

 

Where are your products made?

A: We have a worldwide sourcing network but printing is done in house at our location in Columbia, SC.

 

Do you provide a T-shirt 101 demonstration for your product?

A: If you would like to know more about our products, please call our customer service department by phone at 855-560-4475, via email at sales@straightupsouthern.com, or through the sales rep manager for your area.

 

What brand are the shirts?

A:  We use various shirt brands including Gildan, Comfort Colors, and Alstyle.  Occasionally, we may use other brands for a special print job or even produce our own. For the most part, Lily Grace and Fripp & Folly use Comfort Colors while Itsa Girl Thing and Straight Up Southern use Gildan.

 

Are the shirts 100% cotton? 

A: We use 100% cotton shirts; HOWEVER, certain colors of shirts, such as the heathered colors, cannot be 100% cotton.  These shirts will generally be a 50/50 blend of polyester and cotton.

 

What are the best sellers?

A: You can sort each category section in this site by "best sellers" to view the best sellers for each line.

 

What are the care instructions for the shirts?

A: We recommend washing on cold with like colors and tumble dry low.

 

How do I request a catalog?

A: All of our products are viewable online for the brands you are able to purchase. If you would like a physical catalog, please call our customer service department by phone at 855-560-4475, via email at sales@straightupsouthern.com, contact the sales rep manager for your area, or fill out the online form here.

 

What is a pre-pack?

A: A pre-pack is simply a suggested size run when purchasing a new style for your store. The size run will differ per brand and is not required for purchase. Please visit (link) or our online catalog at (link) for the PrePack breakdown in each brand.

 

 

QUESTIONS ABOUT SALES:

Who is my sales rep manager?

A: For the sales manager in your area please visit Find A Rep, call 855-560-4475 or email us at sales@straightupsouthern.com.

 

What markets will you be present at?

A: We attend various markets held across the country. For a list of our upcoming events, please call 855-560-4475 or email us at sales@straightupsouthern.com.

 

If I can't go to market, can I still get market specials if I order during market?

A: At this time, show specials are only available to those who place orders at market. 

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