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FAQ

Frequently asked questions

Online Ordering


What payment options do you offer? All forms of Visa, Mastercard, American Express, Discover as well as PayPal are accepted on our site. Why was I charged sales tax? Federal and state laws require us to charge sales tax when an order is shipped to a state where we have a brick and mortar location. The sales tax in those situations is the same tax rate that you would encounter if shopping at one of our shops. The states that this currently applies to include Texas, New York, Georgia, Alabama, Tennessee, South Carolina, Louisiana, Illinois, and the District of Columbia. I received a receipt from Paypal but not from billy reid – did my order process? Yes, if you received a confirmation receipt from PayPal after using PayPal to checkout on www.AthleteEquality.org, your order has been successfully submitted. Please note that if you checked out as a guest and used PayPal as your form of payment, your receipt from PayPal is the only form of confirmation you will receive about the order. To receive a copy of the confirmation receipt along with subsequent tracking updates in addition to the receipt from PayPal, please wait for the email from our sales team. How do I find about promotions and sale offers? Sign up for our emails on our homepage – once you’ve done that, you’ll automatically be the very first to know about any sale or promotion we offer. How do I cancel an order? Please email us at sales@AthleteEquality.org, or initiate a live chat and reference your order number and/or the first and last name associated with the billing address on the order. Orders cannot be cancelled once they have shipped. If you are unsatisfied with your purchase and wish to cancel it but it has already shipped, you must wait until the package arrives and send it back to us for a return.




Shipping


What carrier do you use for domestic shipping? When the ground shipping option is selected during checkout, your package will ship UPS Ground. Domestic shipments to PO boxes are shipped via UPS SurePost, which is handled by UPS until it reaches your local post office. Shipments to military and diplomatic addresses are also handled by SurePost, which is handled by UPS and then handed off to USPS for final delivery. My tracking number doesn’t work/is invalid, etc. Tracking numbers can take a few hours from the time they are generated to become active on www.ups.com. If you’ve tried to track a package you’ve just received a shipment notification email about, try waiting until later in the evening to track it again. Often tracking numbers will not become active until a package has reached one of the larger shipping hubs, which can take a few hours after they are picked up from our distribution center.




Customer Service


What is your customer service contact info? Need more assistance? Our toll free line 855-955-5428 is staffed Monday through Friday, 9:00am to 5:00pm Pacific Time, excluding major and national holidays. For the quickest response, chat with us online or email us at SALES@AthleteEquality.org. We’ll be happy to assist wherever we can, and inquiries are typically answered within minutes.





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