Frequently Asked Questions
We understand that you might have questions, and we're here to help! This page contains answers to some of the most common questions about our products and services. If you don't find the answer you're looking for, please reach out to our customer service team at custserv@charlesriverapparel.com or 800-225-0550.
General Questions
How do I register for an account with Charles River Apparel?
If you are looking to become an official Distributor or Retailer, please complete our Distributor Application. We look at a variety of factors when opening accounts including, but not limited to, product lines carried, markets, geographic location, and industry affiliations.
How do I create a log in account on the Charles River Apparel website?
If you are an approved customer in need of a web login, please Register Here. Once your web login is registered, you may log in at the top left corner of our website.
What is an account administrator and why do I need one?
Customers who have multiple people accessing charlesriverapparel.com to do business should identify an account administrator. The account administrator is responsible for granting and retracting charlesriverapparel.com login privileges to its employees. The account administrator also determines the level of privileges each employee shall have within the website (inventory checking, ordering, etc.). It is also the account administrator's responsibility to retract charlesriverapparel.com login privileges should an employee be terminated. Until the account administrator disables the employee's login, that person may continue to order products and incur charges for the account.
How do I add, edit or delete users to my account?
To add users to your account, go to "My Account", then Manage Web Users. Select "Create New User" to create a new user. To edit or delete users, select the user from the dropdown Users list, and when the user profile opens edit the info and click save, or click delete to remove the user.
Can I set up multiple web users with designated roles?
Yes, if you are an account admin you will have the ability to set up individuals users with specific roles/permissions. Please go to your Manage Web Users page, through your "My Account" to change or update roles.
Do you have MAP policy?
Yes, we have a published MAP policy which can also be found in our Customer Resource Library or on the Resources tab on each product page.
Does Charles River Apparel offer any electronic integrations?
Yes, we provide a range of digital tools listed on our Integrations & Digital Solutions page. Find information on our supported systems such as PromoStandards, Electronic Data Interchange (EDI), and FTP feeds.
Is there anything I can give to my customer to help them choose sizes or to pass out as a guide to their employees?
Yes. We have created a Size Equivalence Chart that contains sizes and body measurements to assist with sizing—these are not garment measurements. Simply tell your customer to locate their measurements on the chart and that will tell them the approximate Charles River Apparel (CRA) size they should fit into. Click here to view the PDF size equivalence chart. For style specific measurements you can also tell your customers to visit our website. Each product has a product “SPEC SHEET” tab on the bottom of the product info section on each product page.
Where are your garments made? Are they made in the USA?
Our garments are imported from various countries around the globe and are not made in the United States. Our factories are required to meet high quality standards and social compliance. We take great pride in our factory partnerships – some that have lasted 25 years.
What is Charles River Apparel doing to address PFAS?
Starting in 2022, Charles River Apparel products were transitioned to being manufactured with PFAS-free durable water repellent (DWR) alternatives that still meet our quality standards. Where permissible, we will sell the limited number of PFAS-positive items remaining in our inventory, which is environmentally preferable to disposal.
Does Charles River Apparel sell directly to the public?
No, we do not sell directly to the public. Click here to find out where you can purchase our products.
Placing Orders
Does your company have a minimum piece requirement when placing an order?
For existing customers, we do not require minimums on blank orders. When placing an initial order for retail, monogram and resort accounts, we require a minimum of 48 pieces.
Can I place a decorated order online?
At this time orders for decorated products cannot be placed online. Please call or email our Decoration team at 800-225-0550 / art@charlesriverapparel.com to place an order. Please visit our Decoration page to learn more about the services we offer.
Can Charles River Apparel help me set up logos for my customer?
Charles River Apparel offers a full-service graphic design department to create, modify, and digitize designs at competitive prices.
How can I check the status of my order??
Visit your account and view your Order Status to see the status of any order.
Are there any additional charges for tall and extended sizes (2XL–6XL)?
Yes, orders for tall and extended sizes are subject to additional charges. For tall sizes, add $2.00. For larger sizes, add $1.00 for 2XL, $2.00 for 3XL, $3.00 for 4XL, $4.00 for 5XL, and $5.00 for 6XL.
Returns
What is the return policy?
No merchandise will be accepted for return after 45 days from date of invoice. Restocking fee of 20% may apply. Returns cannot be accepted without a claim number issued by our customer service department written on the box. Merchandise received without the appropriate claim number will be refused. Closeout and discontinued merchandise are not returnable. It is the responsibility of the customer or contract decorator to inspect all merchandise upon receipt for correct style, color, size, and quantity prior to decorating or altering in any way. If any discrepancies exist, Charles River Apparel must be contacted within 72 hours of delivery to notify or request a claim number. Embroidered or decorated items may not be returned or exchanged unless there is a manufacturer defect.
How do I obtain an RA?
Please contact customer service at custserv@charlesriverapparel.com or 800-225-0550 to obtain a return authorization form.
Shipping
Does Charles River Apparel offer free freight?
Yes, orders for blank garments (non-decorated) equal to or greater than $250 are eligible for free shipping. For more details, please see our Terms & Conditions.
Is there a Shipping and Handling fee?
Yes, there is a $4.95 fee applied to all orders.
How long will it take for my orders to ship?
Our goal is to ensure you receive prompt and quality service. All orders received by 3PM EST will be shipped the same business day.
Can Charles River Apparel guarantee on-time delivery?
Deliveries may be delayed due to transportation delays and issues beyond our control. Please consider placing orders early or choose expedited shipping methods to help ensure your items arrive when needed.
What is your standard production time on decorated orders?
Our standard lead times are typically 2-5 business days for a virtual proof and 7-10 business days for final production once the virtual proof is approved. Lead times may be delayed during the holiday season – September through December. Final production on decorated orders, after virtual proof approval, may take 15+ business days. We also have a holiday cutoff date, for all decoration orders, that is subject to change depending on capacity and demand. Therefore, we highly encourage placing your decorated orders as early as possible to ensure we can meet key delivery dates.
Do you expect any potential outbound shipping delays with your carriers (FedEx, UPS)?
Please plan for potential shipping delays during peak months, in particular in Q4, based on the expected surge in business combined with factors outside of our control relating to third-party carriers, such as FedEx and UPS, that have already communicated potential delays.
What state do your goods ship out of?
Our goods ship out of our warehouse in Sharon, Massachusetts.
Why are select products unavailable for shipment to California or New York?
We are unable to ship certain products to CA and NY due to new regulations limiting the shipment of per- and polyfluoroalkyl substances (PFAS) into those states as of January 1, 2025. PFAS are included in select apparel products with treatments such as waterproofing and water resistance. We are phasing PFAS-containing products out of the Charles River Apparel assortment, but some remain available for shipment to states except CA and NY. For ship-to addresses in those restricted states, we recommend selecting a similar style that does not contain PFAS and are happy to assist with those options. Styles that contain PFAS are mostly related to closeouts (dropped from our active line but still available for sale at discount) or planned discontinued styles (in active line but planned to be dropped in 2025 and currently on sale). Charles River Apparel has separated these styles and will not ship them to states with specific PFAS requirements (CA, NY). However, they will continue to ship to states without such requirements.
Payments
How can I pay invoices?
As of August 1, 2024, please pay invoices via credit card online through our online portal, via ACH, or mail check payments to:
Charles River Apparel, Inc.
PO Box 845081
Boston, MA 02284 – 5081.
Where can I send check payments via FedEx or UPS?
As of August 1, 2024, if you plan to send your check payment via FedEx or UPS please send to:
Charles River Apparel, Inc.
Attn: Lockbox Operations 845081
1 Cabot Road, Suite 202
Medford, MA 02155.
Does Charles River Apparel offer terms?
Yes. To apply for terms, we ask that you download and complete our Credit Application. Once completed, please print and fax the form to our Accounting Department at 781-793-1133, or save and attach the form in an email to accounting@charlesriverapparel.com. Please note that as a net termed customer, if you opt to pay your outstanding invoice with a credit card, each invoice will be subject to a 2.75% convenience fee. If you opt to pay via check or ACH, no fee will be applied.
Can I pay an open invoice with a credit card online?
Yes, you can pay with your credit card online. Navigate to View Statements and Pay Invoices, select the 'open' invoices you want to pay, and proceed to the payment page. If you have a card on file, you'll need to update the verification number (on the back for most cards, front for AmEx). If not, follow the steps to add your credit card information.
Important: A 2.75% convenience fee applies to credit card payments. Payments made via check or ACH are not subject to this fee.
Can I pay with a credit memo online?
Unfortunately our systems are not set up to accept online payments using credit memos. If you'd like to use a credit memo for payment, please contact us at AR@charlesriverapparel.com or 800-225-0550 ext 3.
Can I make partial payments online?
Unfortunately we cannot accept partial payments online. If you'd like to make a partial payment, please contact us at AR@charlesriverapparel.com or 800-225-0550 ext 3.
How can I edit my payment methods?
At the moment you can only add and edit Credit Card information online. To edit or delete an existing Credit Card please go to My Account > Manage Credit Cards.
How can I make a payment to an invoice or see my statement?
You can make payments and see statements under My Account > View Statements and Pay Invoices.
Using the Website
Where can I find sale items and closeouts?
These items can be found under the Sale and Closeout drop-down menu.
How do I see a larger, closer up image of a product online?
Once you select the style and color, hover over the image to activate the zoom feature for a closer look at the details. Alternatively, click "Image Library" below the image thumbnails to download high-resolution images.
How do I find sizing information for products?
Sizing information is available in the "Specs Sheet" section on each product page.
How can I see incoming inventory
Once logged into the site, you can view incoming inventory on each product page, displaying stock levels for up to 120 days. To generate a report for specific styles, visit the Inventory Listing Report page.
Where can I get product images?
You can download images directly from the product page. Under the product info section on the product page, you will find the style's "Image Library". Please note that you need to select a color in order to view the downloadable images. All product images are also available for download through our Digital Asset Hub.
Where can I find marketing tools?
Visit our Resources Drop Down under the site's main navigation menu to use the many resources we have created to help you grow your business. Under Marketing Tools you will be able to find useful links to various resources, including: Catalogs, Flyers, Lookbooks, and Case Studies.