General

My Account

How do I register for an account with alphabroder?

You will be asked to select your company or organization type, followed by a registration form. Read the terms of service material carefully. Once you have read this information, if you have the authority to act as your company's access administrator then hit the "I Agree" button and complete the registration form. If your company is already registered and you want your own username and password, please contact customer service at 1-866-274-2489.

How do I log in and why do I need to do so?

You may log in from any page of the site at the top right corner. You must be logged in to see pricing for items in our catalogue and some other functions on the site require you to be logged on in order to use them, including many of the marketing tools.

Why do I need to log out?

Our site uses cookies to enhance your experience. If you do not sign out, and attempt to return too quickly, we will think you are still on our site. We will deny entry to this second attempt for your safety.

How do I add or delete users to my account?

To add users, go to "My Account," then "Manage Account." Then go to the box labeled "Manage Contacts & Usernames." Click on "Add a new contact/username." To delete users, follow the first three steps from above, then find the assigned login name and click delete.

How do I change access privileges for my employees?

Only administrators have the ability to change privileges. If you are an administrator you can change user privileges under the "MY ACCOUNT" section by selecting manage account contacts and users. You can also add a new user under this section.

What is the correct process for notifying alphabroder of an address change?

Customers with net terms must submit a written request for an address/phone change on official company letterhead by fax. Faxes can be sent to the credit department at 1-800-261-9098. COD accounts can call the credit department at 1-800-306-8993

Password Help

What should I do if I forgot my password?

Under the "Help Center" drop-down menu, select "Forgot Password" and follow the instructions. You can also find a "Forgot Password" link in the top header of the website.

What should I do if I forgot my username?

Under the "Help Center" drop-down menu, select "Forgot Username" and follow the instructions. You can also find a "Forgot Username" link in the top header of the website.

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Placing Orders

Ordering Process

How can I check the status of my order?

If you have your Order Number, select "Order Status" in the "My Account" drop-down menu. To view all of your previous orders, select "Order Status" from the same menu.

Where do I enter a coupon code?

Enter your code into the coupon field at the bottom of the Order Cart page during the checkout process and select "Apply Coupon."

How do I save orders?

On the Order Info page you may save an order by entering a unique name in the "Save This Order As" field and then selecting the "Save" button.

Why can't I place an order?

Each administrator has the ability to determine which employees can place orders and which employees cannot. If your login has not been given order-placing privileges, you will not be able to place an order. Please check with your account administrator to confirm your web login status.

Are freight charges in my checkout cart actual or estimated?

Freight charges are displayed in the cart as the actual cost of the freight for your order.

Do we have a minimum order requirement?

No. We accept orders of all sizes; no minimum amount required.

Can I personally pick up my order at a DC?

Customers may pick up approved orders Monday-Friday between 8:00am and 6:00pm local time. No appointment required. Debit cards are accepted as a form of payment at time of pickup. Orders that are not picked up within 72 hours will be cancelled and the goods returned to stock without notification. A 15% restocking charge will apply.

How do I place an order directly to a DC?

When ordering online, once you are on the Checkout screen, you may select "Customer Pickup" from the drop-down menu below the line of text that says "Shipping From: Selected Warehouse." Confirm that the stock is available.

Can I fax or email an order?

Fax orders are accepted 24 hours a day at 1-800-567-0534. Your purchase orders can be emailed to us at [email protected]

Return Policy

What is Alpha's return policy?

If you have an error or discrepancy with an order, please contact our Customer Service Department at 1-866-274-2489 within 48 hours of receipt of goods, prior to decorating or altering.

All returns require an alphabroder return authorization (RA) number and must be obtained within 30 days from receipt of goods. A 15% restocking charge will apply to all returns.

Returns can be processed online in the "My Accounts" section under "Returns".

Defective merchandise must have tape placed over the flaw before returning.

Returned goods must be shipped with all proper documentation and with the RA number clearly marked on the outside of the carton(s), within 30 days of issuance. All returns must be shipped by prepaid ground freight; collect and air shipments will not be accepted.

We are unable to accept the return of goods that have been decorated or altered. It is the customer's responsibility to inspect all merchandise for correct style, colour and size prior to decorating or altering in any way.

AUTHORIZED RETURNS ARE TO BE SHIPPED TO:
Alpha Broder Canada Corp.
35 Orlando Avenue
Richmond Hill, Ontario L4B 0B4

Inventory

How will inventory be reported?

Inventory quantities will be reported with exact inventory for 100 units or less. When available inventory is greater than 500 units, the Stock Level field will read "500+," "1,000+," "5,000+" or "10,000+," depending on how much stock there is.

If the inventory is reported as "500+," "1,000+," etc., how will I know if there is enough inventory for my order?

If you need to order more stock than the 500+ or 1,000+ levels, simply enter your requirements and click "Add to Cart." If the stock is available it will be reported in the ordered column of the Shopping Cart. If the stock is not available you will receive a message indicating unavailable inventory.

Is inventory held for me as soon as I place an order in my cart?

No. Inventory is not allocated to your order until your order is submitted. At order submission, we will re-check inventory to confirm that the quantities you requested are still available. Should the inventory have changed and the quantity you originally requested no longer be available, you will be asked to re-enter a new quantity or to select a substitute item.

How do I see real-time inventory?

The inventory on our web ordering system is always up-to-date and accurate with our real-time inventory. To see inventory for specific colors, select the color from the pull-down menu in the middle of the search results page and you will automatically open the Price/Order page, which shows the inventory available.

Shipping

How do I select my shipping address?

You can either select an existing address by clicking on "Search," modify the selected address by clicking on "Change" or create a new address by selecting the "New" button. When changing or entering a new address there is an extra line available to enter a P.O. number, job name or other identifier. Select the "OK" button to add the address to your personal ship-to database.

What are alphabroder's general shipping policies?

alphabroder will make every attempt to accommodate rush orders. All orders are shipped FOB our Distribution Centre in Toronto, Ontario. Shipments will be made via the most cost effective carrier, without a declared value, unless otherwise specified. Your choice of carrier may be changed to meet your delivery requirements. Freight costs include shipping and handling charges.

Do you accept third party/private freight requests?

If you have an account with your selected carrier, you may click the check box next to the carrier name to select the Third Party freight option. For orders in which the total weight of the freight exceeds 900 lbs., an additional freight option will become available called "Private Freight." Under these circumstances you can identify a common carrier with whom you have an account to deliver your shipment.

In either case, when you continue through the checkout process, a sub-window will open where you can identify your account number and any other required information. Once you have entered this data click on the "Submit" or "Confirm" button and this will bring you to the Order Information page. The Carrier will be indicated as "Private Freight" if you chose that option.

No third party freight is available for C.O.D customers.

Payment

Payment terms: Payment is due net 30 days from the invoice date. Past due invoices will be assessed a late payment fee of 2% per month (26.8% per annum). We reserve the right to withhold shipments, without notification, on overdue accounts.

Credit cards: Payment by Visa, AMEX and Mastercard are accepted prior to shipment, subject to receipt of a signed authorization.

PLEASE SEND PAYMENTS TO:
Alpha Broder Canada Corp.
Lockbox 915230
P.O. Box 4090 STN A
Toronto, ON M5W 0E9

Can I change my payment method from order to order?

Yes. Your payment choices will be shown in the Payment Method drop-down menu of the Order Info page. The choices shown may vary according to your terms established with alphabroder. Additional credit card information may also be added here.

What are alphabroder's COD terms?

COD is available to qualified accounts with a credit approval. Payment by certified cheque, is accepted upon delivery. Prior verification may be required on new customers or large orders. For COD Company Check: COD terms may be granted upon alphabroder's approval of a completed and signed application. A $25.00 service fee will be charged for returned checks.

Can I apply for credit? If so, how?

Yes. You may call our credit department to apply at 1-800-306-8993

What are the net terms for credit?

Net 30 terms may be granted upon alphabroder's approval of a completed and signed credit application. A finance charge of 1.5% per month (18% APR) will be assessed on unpaid balances beyond established terms. Alpha reserves the right to revoke terms at any time and for any reason without prior notification.

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Using the Website

Where can I find sale items, specials and closeouts?

These items can be found under the "Specials" drop-down menu.

How do I see a larger, closer up image of a product online?

Once the style is selected, a magnifying glass is visible in the lower right corner of the image. Click on it to enlarge the image and activate the zoom feature to see the finer details. Click on close to close the box.

How do I find sizing information for products?

Select the "Specs" tab on the product page to see available size information. Size charts by brand are also available and located in the Marketing Tools drop-down menu. You can also choose to email product specifications.

How do I search online for a product from the alphabroder print catalog?

Keyword Search: Enter a search phrase in the Keyword Search to find a style that matches your needs. If multiple styles match the terms provided, you may further specify by category, brand or size. You can also enter additional terms to narrow or refine your search, or you can try a new search with entirely different keywords.

Quick Search: When you plug in a style number and click go, the Quick Search returns a single style with basic product information, hyperlinks to enlarged photos, the related catalogue spread and detailed product specs.

General Search: The General Search will return a list of products that fall into the brand and category you chose on the Search Order page.

Are the colors of the apparel appearing on my monitor accurate?

The color of the product cannot be guaranteed to match the color on your monitor since each person's computer monitor is set and calibrated differently. The colors of products appearing on your screen should be used as guides to locating the color you're looking for. The best resources for matching color requirements are a swatch card or a product sample.

Where can I get hi-res product images?

You can download high resolution images directly from the product page. Under each image on the product page, you'll find a navy blue button that reads "Download Hi-Res." Note: Not every product has a high resolution image available.

Can I get live web support?

Yes, you can speak directly to one of our web support team members using our web chat tool found under the "About Us" drop down in the "Contact Us" section.

Why am I not receiving emails from alphabroder, even though I signed up for them?

It could be one of the following reasons:

• Your email address was entered incorrectly during registration; please double check your account information.
• Your mailbox is full and the email could not be delivered.
• The email may have reached your spam folder; please add [email protected] to your email address book or safe-senders list.

If you are still not receiving emails, contact web support at [email protected]

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