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JL Team Store FAQ's
1. What is “Required Team Uniform”?
2. How do I know what garments are required by my team?
3. What are the other, non-required items?
4. When will I get my stuff?
5. Who determines when the order ships?
6. Can I have my order shipped to my house/another location?
7. Bulk Shipping vs Individual Shipping.
8. How will I know which stuff is my stuff?
9. Can I still get stuff after the store closes?
10. When will the store re-open?
11. What size am I?
12. Can I get my name embroidered on my garment?
13. Can I pay by check?
14. Is it safe to use my credit card for my store purchase?
15. Last time we had a store it had XYZ garment.  I don’t see that garment in this store.  How can I order that again?
16. What if I want a product not listed in the store?
17. Can I make XYZ changes to my XYZ garment? (add a hood, pocket, etc.)
18. Can I still get the team store price if I order after the store closes?
19. The team store did not stay open very long and I missed the order, who can I talk to about this?
20. I am a parent; can I order any item I want from the store for myself?
21. A friend of mine rows for XYZ team that had a team store and the prices were different than ours, why?
22. Can I get a custom size?

MODIFYING AN EXISTING ORDER

23. What if I ordered the wrong size or the wrong garment?

24. What if I need to remove one or more items from my order?

 

1. What is “Required Team Uniform”?
Items designated by your team coordinator as part of your race uniform and therefore required. Made in team colors/design with team logo. You have to order these items.
2. How do I know what garments are required by my team?
If items are required they should be designated as such within the team store. If they are not ask your team contact, as all such items have been chosen by him/her
3. What are the other, non-required items?
These are Team Training/Team Identity Garments - made in team colors/design with team logo. These may include base layers or outerwear for racing or training, as well as identity garments such as polos, tees and sweats.
4. When will I get my stuff?
Your individually packaged order will be shipped along with the orders of your teammates, leaving our facility in California on the Planned Ship Date (dark box upper left corner). How fast it gets into your hands depends on how far you are from the West Coast, and the shipping method chosen by your team coordinator.
5. Who determines when the order ships?
The ship date is negotiated between the team store contact and JL Store Rep prior to opening the store.
6. Can I have my order shipped to my house/another location?
It depends on what type of shipping your team store has. Your team organizer decided whether to use bulk or individual shipping at initial setup. If bulk was chosen, you will not be able to ship to your specific address. If individual was chosen, you will be able to type in your address for shipping.
7. Bulk Shipping vs Individual Shipping
It depends on what type of shipping your team store has. Your team organizer decided whether to use bulk or individual shipping at initial setup. If bulk was chosen, you will not be able to ship to your specific address. If individual was chosen, you will be able to type in your address for shipping.
8. How will I know which stuff is my stuff?
Your stuff will be individually packaged and identified as yours!
9. Can I still get stuff after the store closes?
YES but your order will not be part of the team order and will be treated a standalone individual order.  Items will not be available at the team pricing, shipping charges will be incurred, and the delivery date and location will be handled just like any normal individual order.  Call our general sales number at 800-831-3305 for individual orders.
10. When will the store re-open?
This is a question for your coach and/or team store contact person. Subsequent opening are arranged between your team contact and the JL Store Rep. Your team may choose to open a store prior to each of the rowing “seasons,” in time for fall and spring uniform needs.
11. What size am I?
We expect that before the opening of your team store, you will know your size.  Your team contact person will have received a sizing kit and/or arranged for a sizing party. You might also consider trying on one of your teammates garments. You can consult with your team store contact about sizing questions or refer to the many resources on our website for assistance. (sizing pages)
12. Can I get my name embroidered on my garment?
If the “Name on Garment” box is available in the team store then, YES! If this box is not available it is because at the time of negotiation with your team store contact this option was not selected.
13. Can I pay by check?
Payment by check is not an option for Team Store orders.
14. Is it safe to use my credit card for my store purchase?
The Team Store utilizes a secure online cart system.  Individual customers must use credit card for payment (Visa, Master Card, Discover, American Express)
15. Last time we had a store it had XYZ garment.  I don’t see that garment in this store.  How can I order that again?
Items in the store are negotiated with the team store contact and JL Store Rep prior to the store opening. XYZ was not chosen for the current store. You may, of course, order anything that we produce as an individual customer.  Contact us for your order.
16. What if I want a product not listed in the store?
If an item is not listed it is not available in this particular team order. You may, of course, order anything that we produce as an individual customer.  Contact us for your order.
17. Can I make XYZ changes to my XYZ garment? (add a hood, pocket, etc.)
Individual additions, changes, etc., cannot be made to individual items in a Team Store order. Garments will be produced as agreed upon prior to the store opening.
18. Can I still get the team store price if I order after the store closes?
NO.  It is your responsibility to place your order by the time the store closes—this date will be clearly announced by your team contact person.  If you do order something after the store closes from JL your order will not be part of the team order and will be treated as a standalone individual order.  Items will not be available at the team pricing, shipping charges will be incurred, and the delivery date and location will be handled just like any normal individual order.
19. The team store did not stay open very long and I missed the order, who can I talk to about this?
The duration of the team stores availability for purchases is negotiated up front before the store opens. See the answer immediately above for ordering after store closure.
20. I am a parent; can I order any item I want from the store for myself?
Please do!  All items in the store are available to team members and their families.
21. A friend of mine rows for XYZ team that had a team store and the prices were different than ours, why?
Team store pricing is specific to each team and is negotiated up front between the team store contact and JL Store Rep.  Pricing is based on style, embellishment, quantities…when comparing price please compare apples to apples.
22. Can I get a custom size?
Each garment has a drop-down menu for sizes available in that specific garment, and many offer out-of-range sizing (ie M 1 top and S bottom).  If you need something different, choose the size closest to the one you need and note differences from that size at checkout in the comments field.

MODIFYING AN EXISTING ORDER


23. What if I ordered the wrong size or the wrong garment?
Timing is everything. If your store has not closed yet use the “Modify existing order” process, accessible from the Shopping page. You will need your order ID (from subject line of your confirmation email) and the last four digits of the CC used to place the order.

  1. Delete the garment/size you ordered.
  2. Click the “continue shopping” button and add the garment/size you prefer.

IF your store has closed, a change to a size can be made at the early stages of production. Once garment is produced, it becomes your responsibility. Please make every effort to determine your size accurately before you place your order.


If you discover your error after the store has closed, contact us immediately.  If you don’t find out until your order is delivered, see our returns policy on our customer service website.

 
23. What if I need to remove one or more items from my order?
Again, if store has not closed yet, use the "Modify existing order" process, accessible from Shopping page.

  1. Copy your Order # from your receipt
  2. Enter the Order# and the last 4 digits from CC used
  3. Click the "find my Order" button
  4. Click the "Edit Cart" button
  5. Remove (zero out) all offending items
  6. Click "Checkout with CC" Button
  7. Click "Process Refund" Button

You will receive the zeroed-out refund receipt and Bob's your uncle!

 

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“Everything went well with the store and the membership was very pleased with how the items turned out.  My hope is to get a second store opened very soon featuring fall/winter season gear.  I have been approached by several members asking for a second store.”
Greg B. Fairmount RA, Philadelphia PA
 
“…we had an ambitious timeline with a lot of work to accomplish.  To say that Sam (and others at JL, particularly the “art guy”), went the extra mile would be an understatement.  Because of Sam’s constant accessibility, wonderful communication skills, and unending patience, we were able to break down the process into various moving parts, and then brought them all together to create an awesome Webstore.”
 
everything is accounted for … A HUGE thank you to your shipping folks for doing a great job!”
 
Kristin J
Cambridge BC
Boston MA