Frequently Asked Questions

Product Information
PLEASE NOTE THAT ALL OF OUR SHIRTS ARE ASSUMED TO BE BLACK UNLESS OTHERWISE NOTED IN THE PRODUCT DESCRIPTION.

What kind of quality are your shirts?
Are these shirts genuine?
2X Item Prices.
What are the actual sizes for your shirts?


Returns

What is your return policy?


Billing

Can I order over the phone?
When I receive my order confirmation does this mean I have been billed?
How do I pay using PAYPAL?
Where do I send Checks/Money Orders?
Can I use my pre-paid or gift card to pay for my order?
What if I have a large order?
What if my credit card declines?


General

How will I know if there is a problem with my order?
I want to speak with someone about my order. Who do I call?
My country is not listed when I checkout, how can I place an order?
If I have ordered a shirt online does that guarantee that it is in stock?
If my item is out of stock will I need to re order or will it be shipped to me automatically?
Are the items on your web site official band merchandise?
How are credit card orders billed?
Do the shirts displayed match the actual shirt?

Shipping

What are your standard shipping methods?
What are your shipping rates?
Will FedEx deliver to a P.O. Box?
When do I need to order my items in order to receive them for Christmas?
Using standard shipping methods how long will my product take to arrive once I've placed my order?
Do you have expedited shipping methods available?


How can I track my package?

Pre-orders

I placed an order and saw that the funds were taken. A couple days have gone by and now I noticed the funds have been returned to me. Has the merchandise been reserved/guaranteed for me?

I placed an order several days/weeks ago, but my order status still says “processing.” What does this mean?

I placed an order for several items, one being the pre-order merchandise? My order status has been changed to “cancelled,” “backordered,” or “shipped.” How does this status affect the multiple items I have ordered?

 

PRODUCT INFORMATION


What kind of quality are your shirts?

All of our shirts are 100% cotton, heavyweight (5.3 ounce or better), pre-shrunk tshirts. Most of the shirts we use are made by Anvil, Delta, Cygnus, and Gildan. Please note that all of our shirts are assumed to be black unless otherwise noted in the product description.



Are these shirts genuine?

Yes, we have a license from each band to manufacture their t-shirts. In most cases we also supply the bands with shirts to sell on tour.



2X Item Prices.

All 2X t-shirts cost an additional $1.50 from regular price. All 2X hoodies cost an additional $3.00 from regular price. This price change is cumulative for every additional size above 2X. ( i.e. A 3X shirt is $3 above standard price, a 3X hoodie is $6 above standard price) This may not appear with the item picture, however it will be reflected in your shopping cart when checking out. You will have the opportunity to review this information before finalizing your order. 2X items are not charged additional shipping fees.



What are the actual sizes for your shirts?

We use multiple shirt brands for printing; the average sizing is as follows:

Adult Size Chart
Size Adult Small Adult Medium Adult Large Adult X-Large Adult 2X-Large Adult 3X-Large
Width 17" 19" 21" 23" 25" 27"
Length 26" 27" 29" 31" 32" 33"

*All measurements shown in inches



Youth/Womens Size Chart
Size Youth Small Youth Medium Youth Large BBD Small BBD Med/OSFM BBD Large
Width 14" 16" 17" 13.5" 14.5" 15.5"
Length 17" 22" 23" 21" 22" 23"

*All measurements shown in inches


Sizing for Flexfit style 6477
S/M (6 3/4" - 7 1/4")
L/XL (7 1/8" - 7 5/8")

*All measurements shown in inches. Exact Size may vary depending on style of garment.

Want to get more specific? The following are the sizing charts for some of the different brands we use.:

Gildan Black Short Sleeve:




Gildan Zip Hood:




Gildan Pullover Hood:

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RETURNS


What is your return policy?

Can I exchange a shirt for a different size? 

ALL SALES ARE FINAL. JSR Merchandising does not offer refunds.
 
If you ship product back requesting a refund, the refund will not be issued and you will forfeit the merchandise. 
 
Exchanges can only be processed for customers shipping within the U.S. International product exchanges are not available.

We will process an exchange for size only (excluding custom printed products). We will not process exchanges for a different shirt style or merchandise item. Size exchanges will only be processed for shirts that are unwashed/unworn and purchased within the past 30 days. Please follow the size exchange procedure outlined below. A pre-paid return envelope is required. If an exchange request is submitted without a pre-paid return envelope, the merchandise maybe be forfeited at a customer loss.
All sales are final on the custom printed products We cannot exchange custom printed products for a different size.
To exchange an unwashed/unworn shirt for a different size, please send the shirt to the address below. Include a self-addressed, pre-paid postage envelope for us to send you the new shirt in. We are not responsible for lost or stolen packages, so we suggest purchasing tracking numbers and insurance for both shipments. Also enclose a note stating which size you would like to exchange for.

JSR MERCHANDISING
ATTN: EXCHANGES
111 VENTURE DRIVE
DOVER, NH 03820

We are unable to guarantee exchange availability, as there is a possibility that a style/size may not be available for an exchange. If this happens, we will contact you regarding options on merchandise substitutions. Please allow 2-4 weeks for processing and delivery.
I received a damaged item, how do I exchange it?
If you receive a damaged merchandise item, please send detailed images of the damage to custserv5@jsrdirect.com . Also include a brief description of the damage, when you purchased the item and your shipping address. This email must be sent within 14 days or purchase. We will review this information and reply regarding how we plan to resolve the issue. If we determine a replacement is needed, it will be an even exchange for the same exact item. JSR Merchandise reserves the right to make all final decisions regarding exchanges, including not replacing a damaged merchandise item.


I received the incorrect item or size in my order, how do I exchange it?
Send an email to custserv5@jsrdirect.com, outlining the situation. Also include a photo of the incorrect merchandise and the packing list that was included with your shipment.
If JSR Merchandising is responsible for a fulfillment error, we will ship you the correct item along with a pre-paid return label to ship us back the incorrect merchandise.

If you ordered an incorrect item or size, please see the return and exchange policy outlined above.



BILLING QUESTIONS


Can I order over the phone?

Yes, please call customer service at 1-800-863-0028 or 1-603-742-4377 ext. 655

When I receive my order confirmation does this mean I have been billed?

Yes

How do I pay using PAYPAL?

On the shopping cart page, click on the PayPal Check Out button located right under your total amount.

Please Note: items that include downloads & are not eligible for payment through Paypal


Where do I send Checks/Money Orders?

When checking out please select "Check" as your payment option from the dropdown menu.
When you receive your emailed Order Confirmation, please print a copy of it out and send it along with your check or money order (made out to "JSR Merchandising") to:
JSR Merchandising
111 VENTURE DRIVE 
DOVER, NH 03820


Can I use my pre-paid or gift card to pay for my order?

We do not recommend the use of gift cards or pre-paid cards on our web site. Our system will place a pending authorization on your account when you place your order to ensure you have sufficient funds. Pre-paid cards will treat this as a charge and this will often cause the actual charge to be declined. You will then need to wait 10-14 business days, depending on your card’s issuing bank, for the pending authorization to fall off of your account before we can re-attempt the charge.


What if I have a large order?

Any order over $100 may be subject to an additional credit card authorization process.


What if my credit card declines?

In the event that your credit card declines your order will be put on hold. We will then send you an email letting you know about the decline and requesting that you contact us to correct the problem. If we do not hear from you within a week your order will be cancelled.

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GENERAL QUESTIONS


How will I know if there is a problem with my order?

We will email you with problems after the order has been processed. This can generally take up to 5 business days after the order is placed. If you have not supplied an email address we will call the supplied phone number.

I want to speak with someone about my order. Who do I call?

Please call customer service at 1-800-863-0028 or 1-603-742-4377 ext. 655

My country is not listed when I checkout, how can I place an order?
Because of Security Reasons, if you live in the following countries and you would like to order or you are having issues ordering please E-mail your order to custserv5@jsrdirect.com Or call us at 1-800-863-0028.

You will need to fill out a detailed billing authorization form which we will provide to you via e-mail. You will need to fax it back to us at (603) 267-4504.

Argentina, Bahrain, Bosnia, Brazil, Bulgaria, Croatia, Czech Republic, Cyprus, Egypt, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Malaysia, Morocco, Oman, Saudi Arabia, Singapore, Syria, Turkey, United Arab Emites, Vietnam, Yugoslavia, Yemen, Venezuela.

If I have ordered a shirt online does that guarantee that it is in stock?

No, there are times when an item will be out of stock. The website while updated often can at times not mirror the inventory levels on a constant basis. If you want to check stock on an item you email custserv5@jsrdirect.com , these request are generally answered the same day they are received.

If my item is out of stock will I need to re order or will it be shipped to me automatically?

If an item is out of stock you will be asked to reorder the item. Our time frame for reprints/restock is usually 6 to 8 weeks. We ask that you check the website regularly for availability of the item. You will not be charged for the out of stock item. If there are other items on your order that are available, we will attempt to contact via email to see if you would prefer an alternative item or refund for the out of stock item. If we are unable to get a response from you, the order will be shipped as is after 5 business days and your order will not be charged for the out of stock item. 

Are the items on your web site official band merchandise?

JSR Merchandising is an official licensee of all bands that we sell product for on our web site. We have a relationship with every band and have permission to print and sell their products.

How are credit card orders billed?

All credit card billing will appear on your statement as “JSR Merchandising”.

Do the shirts displayed match the actual shirt?

Some shirt backs may differ from what is pictured due to being tour returns from the band. Some colors on your computer screen may not exactly match the actual print on the shirt.

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SHIPPING QUESTIONS


What are your standard shipping methods?

Please note that all shipping times are based upon when the order leaves our warehouse.  There will be 3-5 business days processing in our warehouse before the order ships and these transit times take effect.

U.S Shipping Options:
United States Postal Service:

  •             First Class Mail – 2-7 days after ship date
  •             Priority Mail – 2-3 days after ship date
  •             Priority Mail Express – 1-2 days after ship date

FedEx: (Not available to all locations; restrictions may apply; additional transit time to AK & HI)

  •             Standard Overnight – 1 business day after ship date 
  •             2 Day – 2 business days after ship date
  •             Express Saver – 3 days after ship date
  •             Ground – 1 to 5 business days after ship date  (Commercial addresses only)
  •             Home Delivery – 2 to 6 business days after ship date (Residential addresses only)
  •             Smart Post – 2 to 8 business days after ship date (Additional shipping time to PO Box & Military Boxes: 5 to 12 days)

*Select orders may require additional processing time; Transit times are only estimates; Orders shipped Priority Mail, Ground, Home Delivery, or Smart Post, delivery may be 2 to 4 weeks after placing your order.

*Regardless of shipment method, once your package is in transit, delivery may be delayed due to inclement weather and other issues outside of our control that may occur along the shipment route. We are not responsible for delivery delays after your order has shipped from our warehouse.

*JSR is not responsible for lost or stolen articles, please file a claim with the post office or shipping vendor.

International Shipping Options:
United States Postal Service: 

            International First Class – international transit times are variable

            International Priority – international transit times are variable

Please note that, in addition to the shipping charge, customers shipping to locations outside the U.S. are responsible for paying all costs associated with importing the order, including all duties, taxes, and/or fees. The listed shipping cost only covers the actual shipment costs.

Your international order may contain items that are prohibited embargo restrictions. Check with your local customs office regarding your current importation laws & fees prior to placing your order. We are not responsible for merchandise that is confiscated by the importation authorities

All sales are final. No returns or exchanges. No refunds, including orders for which you are unable or unwilling to the pay the duties & taxes required by your government. We are not responsible for international orders once they have been shipped.

What are your shipping rates?

Our shipping rates are pulled directly from the specified shipping company via api and are subject to a $1 handling fee.

Will FedEx deliver to a P.O. Box?

No, In order to receive an item via FedEx you must supply a valid address. It is also recommended that you use your full name to ensure that FedEx does not return your package.


Using standard shipping methods how long will my product take to arrive once I've placed my order?

Orders are downloaded and processed each morning Monday thru Friday and are processed on a first-come-first serve basis. It generally takes 5 business days to process and pack an order, but this can change based on volume. Please be aware that ship dates on order confirmation default to the order date. This is NOT the actual ship date. Total order time is dependent upon your location; see below for approximate times.

SHIPPING ESTIMATES

UNITED STATES   CANADA/MEXICO   INTERNATIONAL  
2-4 weeks 2-4 weeks 4-8 weeks


When do I need to order my items in order to receive them for Christmas??


Do you have expedited shipping methods available?

Yes, we currently offer the following methods for our customers.

U.S. Customers Only
Fed Ex Overnight
Fed Ex 2nd Day

*Please be advised that Fed Ex only ships on business days. The daily deadline for Fed Ex orders is 2:00PM EST. Please be aware that ship dates on confirmation emails default to the date ordered, however if you order past the deadline your order will not be processed until the following business day.

How can I track my package?

Once your product ships, you will receive a shipping confirmation email, this email should contain your tracking information.

It may take up to 3 business days after placing your order before expecting a shipping confirmation.

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GIFT CERTIFICATES


JSR no longer offers gift certificates.

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PRE-ORDERS


I placed an order and saw that the funds were taken. A couple days have gone by and now I noticed the funds have been returned to me. Has the merchandise been reserved/guaranteed for me?

The initial charge you see when you check out of the shopping cart is a pre-authorization to confirm with your bank or credit card that you have sufficient funds to cover the order. Pre-authorizations are temporary holds on funds, and it is possible for your financial institution to return the funds to you if they haven’t received a finalized authorization from JSR Merchandising within their guideline timeframe. Authorization times vary from institution to institution, some as short as 24 hours.
Rest assured your order is safe if:

1. You have an order confirmation;
2. You order status says processing;
3. You have not been contacted by a member of the JSR Merchandising customer service team.

If all of the above are true, then the merchandise has been reserved for you and you will eventually see a charge to match your order confirmation.

I placed an order several days/weeks ago, but my order status still says “processing.” What does this mean?

Since the merchandise has a future release date, all pre-orders will remain “processing” until the physical merchandise has shipped. Unless contacted by JSR to say there is a problem with your order, a “processing” status is an indicator that your order has been received and funds successfully secured to reserve you the merchandise for the release date.

I placed an order for several items, one being the pre-order merchandise? When will my order ship?

Orders that contain a preorder item will not ship until all the items are available. If you order a pre-order item along with an item that is currently available for shipping, then we will wait until the pre-order item is available. If you would like to receive your other items before the pre-order item is available, please place a separate order. International orders that contain a pre-order item will not be broken up. We always try to have a pre-order shipped out by the release date. However, occasionally we may be waiting for a manufacturer or supplier to send us items for the pre-order. In this scenario, trust that JSR Merchandising is doing all it can to obtain the items required to fulfill your order as quickly and efficiently as possible. If your pre-order is pending after the release date and you would like to know the status of the order, please feel free to contact our Customer Service or call us call us at (800) 863-0028