FAQ

What are your business hours?
The office is open Monday- Friday from 9am- 6pm CST. During peak ordering periods, we may open phone lines earlier and extend them past normal closing time. Weekend phone hours are limited and are determined by call volume. Emails are usually answered 7 days a week (excluding holidays).
 
What is your address?
We do not have a public retail store. Our business mailing address is Box 148299, Nashville TN, 37214. This IS NOT the address for product returns.
 
How do I request a catalog?
Fill out the contact us form here on the web site. You may also download a PDF version of our catalog by clicking here . You will need a DSL connection or faster and a current version of Adobe Acrobat Reader (Free).
 
When will the merchandise be shipped?
 In stock items are usually shipped 24 48 hours after the order is placed, not counting weekends or holidays. Call for delivery dates on custom orders.

APPROXIMATE delivery times for UPS ground:

Pacific Time Zone: 5-6 business days
Mountain Time Zone: 4-5 business days
Central and Eastern time zone: 2-3 business days (excluding TX)
Texas: 3-5 business days
 
Important! If you require a specific delivery date, we recommend that you call or indicate the date in customer comments upon checkout.
 
Can I track my orders?
Yes. We will email you tracking numbers for items shipped by UPS or FedEx. Items shipped by USPS will not have tracking numbers.
 
What will it cost to ship my order?
When you go to the view cart window, there is a button at the bottom right that reads "calculate shipping. That will enable you to preview your shipping charges BEFORE logging in to your account or registering.
 
Our web cart uses real time UPS rates which are affected by weight, box size, and distance. Some items ship in a separate or over sized box, which increases the cost. Occasionally merchandise might arrive in separate packages when shipped from different suppliers.

Our shipping charges are not "padded" to increase profit margins. If a shipping charge appears to be high, please call us. We will correct any discrepancies over the phone. For bulk orders we always recommend calling us for a shipping quote.

I need an item by a certain date, can I expedite my order?
Yes. Our web site provides different shipping options, including UPS Next Day Air and 2nd Day Air. 3 Day Select available on request. Expedited shipping options DO NOT include Saturday or Sunday delivery. Saturday and Sunday are not included in the transit time.
 
Depending on volume, orders placed after 12pm EST may not ship until the following business day. If you need to expedite your order, we recommend that you call us before placing an order online. We cannot refund shipping charges once your order leaves the warehouse.

Do you sell to the public?
Yes. Individuals can place orders online or by calling us at 877-286-9925

Do you accept purchase orders?
Yes. We accept purchase orders from schools, pre-authorized businesses, band boosters, bookstores, military, and government agencies. Orders will be invoiced and can be placed online, by phone, or by faxing to 877-840-8179. New customers may be required to fill out a one page account application or go through our verification process.

What is your return policy?
All returns must be returned to a specific address accompanied by an RA number, we which we provide. Merchandise must be returned in brand new condition with original packaging within 30 days from purchase. DO NOT RETURN THE MERCHANDISE TO OUR TENNESSEE ADDRESS. Returns shipped to TN address will be assessed a $12 forwarding charge. The customer is responsible for all shipping charges involved with returns (with the exception of defective or incorrect items). We do not do exchanges. If you ordered an incorrect item or size, you will need to return the incorrect item and place a separate order for the correct item. We will refund the purchase price (not including shipping) of the incorrect item once it passes inspection and is placed back into inventory (2-3 weeks). Shipping charges are not refundable unless the merchandise is deemed defective by the manufacturer, or if incorrect items were sent.

All sales final on made-to-orders items such as apparel, guard wear, banners, custom flags, box cords, corded maces and batons, etc. No refunds or returns on custom items.

Most Concert Wear (Tuxedos, Dresses, Pants, etc.) products are not refundable . Exchanges can be made if an RA is obtained within 14 days, but customer will be responsible for all shipping charges related to the exchange. All clothing must be returned in new condition in original box. Opened tuxedo shirts and hemmed pants cannot be exchanged or returned.

Other terms and conditions on may be noted on the product page.

We are tax exempt. Can we order online?
We only collect sales tax for orders that ship to TN. If your organization is tax exempt, there are two ways we can accommodate your online order:

1. Set up a user account and include your tax exempt number. Then contact us via email to change your profile to "tax exempt."
2. Place your order online and include your tax exempt number. We will deduct the sales tax and issue a revised invoice.

All payments must come from the tax exempt purchaser.

Do you charge sales tax?
Any orders shipping to TN are subject to sales tax. Any tax liabilities such as sales and use in the remaining 48 states are the responsibility of the purchaser. If you reside outside TN, we do not need your tax exempt number.  


Why do I get voice mail during business hours?
If you receive a voice message during business hours, we are assisting other customers or out of the office. Please leave a message your call will be returned. If you have basic questions, you can also fill out the contact us form.

Why does my order have two separate order numbers?
If you ordered items that ship from separate warehouses, your order will be split. This allows faster processing and easier tracking of your items.