Frequently Asked Questions
- Why Box 5?
Performing arts such as Drum Corps and the marching arts are near and dear to our hearts and we aim to give every customer a Box 5 experience. Please read our About page to learn more about the history of this phrase and our brand.
- Are all items pre-shrunk?
Customers may experience shrinkage with some items as is the nature of natural fibers. However, effects from shrinkage should not significantly change the size of the shirt or the Box 5 experience.
- How do I care for my apparel?
Machine wash garment inside out using warm water and mild detergent. Do not bleach. Do not iron on decoration.
- When will my order ship?
All Box 5 gear is handcrafted just for you and our production team does its absolute best to produce your order within 5 business days. Orders ship immediately once produced.
- How do I track my order?
Tracking numbers are issued once your item(s) ship and you will be notified via email.
- How long does shipping take?
Orders are shipped from North Central Illinois. The following timeframes are based on average ship times. Please note that Box 5 Apparel cannot guarantee Shipping Times as these are the responsibility of the USPS or other customer-chosen shipping provider:
o First Class Domestic: 3-5 business days
o Priority Shipping Domestic: 2-3 days
*Please note that we cannot provide refunds on delayed packages*
- How do I get my order fast?
Express shipping options are are based on product type and customer location and will be displayed on the checkout page if available.
- How do I check the status of my order?
- Click on ‘MY ACCOUNT’ on the top right corner of the page.
- Enter your user name and password
- Click back on ‘My Account’ and all details for your previous orders will be logged there.
- Click on the order # for full details of your order.
- How do I track my order?
- Do you accept returns and how do I return an item?
At Box 5 Apparel, we want you to be 100% satisfied with your purchase! Returns are accepted within 14 days of delivery for store credit or money back. Shipping costs are the responsibility of the buyer unless your item arrives damaged. In the event of an item damaged during the shipping process, please contact the shipping provider (USPS, UPS, FEDEX) and follow their procedure for relief. Items must not be used, tags attached and must be returned in the original condition in which they were received. If items are not in original condition they will be shipped back at the customer’s expense. Please use a secure shipping method to return your item, and we will process your return once we receive it. There are no refunds on used or washed items.
o THERE ARE NO RETURNS ACCEPTED ON CUSTOM, PERSONALIZED OR MONOGRAMMED ITEMS.
o Please make sure before ordering you have the correct sizes and colors.
o Please Contact Us at returns@box5apparel.com with your Order # to begin the return process.
- Do you accept exchanges and how do I exchange an item?
At Box 5 Apparel, we want you to be 100% satisfied with your purchase! Exchanges are accepted within 14 days of delivery. Shipping costs, both ways of the exchange, are the responsibility of the buyer, unless your item arrives damaged. In the event of an item damaged during the shipping process, please contact the shipping provider (USPS, UPS, FEDEX) and follow their procedure for relief. Items must not be used, tags attached and must be returned in the original condition in which they were received. If items are not in original condition they will be shipped back at the customer’s expense. Please use a secure shipping method to return your item, and we will ship out your exchanged product once we receive the original. There are no exchanges on used or washed items.
THERE ARE NO EXCHANGES ACCEPTED ON CUSTOM, PERSONALIZED OR MONOGRAMMED ITEMS.
Please make sure before ordering you have the correct sizes and colors.
Please Contact Us at returns@box5apparel.com with your Order # to begin the exchange process.
- What if my received package is missing an item?
First, our apologies if this has happened to you!! We have a wonderful shipping team, but in rare instances, mistakes do happen. Please Contact Us with your Order # immediately (within 72 hours) at customerservice@box5apparel.com if your package is missing something from your order.
- What if my received package has a damaged item?
First, our apologies if this has happened to you!! We have a wonderful shipping team that packs everything to best ensure a safe delivery. Please Contact Us with your Order # immediately (within 72 hours) at customerservice@box5apparel.com if you find a damaged item within your package. Please note that if the package damage occurred at the responsibility of the USPS, you will only be covered if the package was sent by Priority Shipping and all insurance claims will be run through the USPS. (Jive with wording I added above or?)
- How do your sizes fit?
Please reference our size chart that can be found on every product page. Our sizing will best follow the measurements as listed. If your measurements run between sizes we suggest ordering a size up to ensure the most comfortable fit. Please make sure to read each item description that you are purchasing for any additional sizing information.
o If you have any further questions on sizing, please Contact Us and we will be happy to assist in any way we can.
- Which payment methods are accepted?
We accept all major credit cards and PayPal through our direct checkout.
o All payments paid by e-Checks through PayPal must clear in order for your order to be fulfilled.
o E-Checks may take up to 5 days or more to clear from your bank.
- I’ve already placed an order and my address is wrong, how do I correct it?
Please Contact Us with your Order# immediately if your address is incorrect. If we are not notified of your address change within 12 hours of you placing your order we cannot promise that we will be able to update it, as your order may already be processed. In the case that your order has already been processed and shipped under the incorrect address you will be responsible for any additional shipping fees that incur in order to get you order package.
o If we have to change your address on an existing purchase you forfeit any payment protection provided by PayPal.
- Can I cancel my order?
You can cancel an order within 12 hours of the order being placed, but after 12 hours have passed and the order is being processed we are unable to cancel/refund the order. Please Contact Us with your Order # immediately if you need to cancel your order. Make sure to include your Order #.
- How do I create an account?
Click on ‘Register’ on the top right corner of the page.
o You will then be prompted on how to create an account.
- How do I find my order #?
Click on ‘My Account’ on the top right corner of the page.
o Enter your username and password
o Click back on ‘My Account’ and all details for your previous orders will be logged there.
- How much does shipping cost?
Shipping rates are based on where you live, what you are ordering, and your shipping method chosen. Shipping is automatically calculated prior to submitting your payment information.
o Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
- I forgot my account password, what do I do?
If you have lost your account password you can:
o Click on ‘My Account’ on the top right corner of the page.
o Click on the link that says, ‘Forgot your password’.
o A link to create a new password will be emailed to you.
- Can you make alterations to the clothing?
We do NOT make any alterations in house to our clothing items (i.e.: making custom pattern adjustments, such as shorten the length on a specific size or taking garments in at a specific location). Once you receive the items you can find a local tailor to take them to be altered.
- Do you ship international and to my country?
Yes, we do ship internationally and to almost all countries. Please create an account by clicking My Account link at the top right-hand side of our site. During signup we'll ask for your shipping address details including country. In the rare case your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
o International purchases may require additional customs/duty fees and taxes. These are the responsibility of the buyer. Please allow 1-3 weeks for international shipping. Rarely international packages will be held up in customs, which will cause an extended ship time. We cannot be responsible for unforeseen international shipping delays. In these circumstances we recommend that the buyer reach out to their local post office for shipping updates. We cannot provide refunds on delayed packages.
- How do I find the product I am looking for?
If you are having a hard time finding a product, please use the search bar at the top right-hand corner of our page.
- Do I have to pay sales tax?
Wisconsin which has a 5.5% sales tax rate regardless of where our products are shipped.
- I have a question on my charges and/or billing.
You can review your charges and billing here:
o Click on ‘My Account’ on the top right corner of the page.
o Enter your username and password
o Click back on ‘My Account’ and all details for your previous orders will be logged there.
o Click on the order # for full billing details of your order.
o If you still have questions, please Contact Us and make sure to provide your order #.
- How do I get a copy of my receipt/invoice?
Once you place your order, you will be emailed a copy of your receipt. You can also find your invoice here:
o Click on ‘My Account’ on the top right corner of the page.
o Enter your username and password
o Click back on ‘My Account’ and all details for your orders will be logged there.
o Click on the order # for full details of your order.
- How do I send an item as a gift?
In your cart make sure the box that says ‘This item is a gift’ is checked. We will not include a receipt with prices in a gift package. Any notes that you would like to be included in your package can be recorded in the box below gift box in the shopping cart.
- How do I get a wholesale account?
Please email us at sales@box5Apparel.com to receive further information on our Wholesale Account program. These accounts are for the purpose of large quantity purchase.
- How do I purchase or redeem a gift certificate?
You can purchase a gift card by clicking HERE. Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. You can redeem a gift card by entering your gift card code in the box at checkout.
- How do I use a coupon?
You can redeem a coupon code by entering your code in the box at checkout. ALL COUPON CODES MUST BE ENTERED AT TIME OF PURCHASE, we DO NOT refund for coupon codes after the order has been submitted.
- How do I contact you?
For fastest service, please email us at one of the following emails. If a phone conversation is needed for clarification, we will reach out to you directly.
Sales@box5apparel.com
Customerservice@box5apparel.com
Returns@box5apparel.com
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Ordering for Tax Free Organizations?
Please email us at sales@box5Apparel.com to receive further information on our Tax Exempt Account program.