This page is about our basic customer service policies, as they relate to JL Velo custom made garments. 

When is an Order an Order?
It takes time to gather everything that you need to put together a team order.  Our sales staff also needs time to convert your raw information into a "Work Order" for our production staff.  Our sales team receives many requests for pricing and other information, and sends out as many quotes and replies.  This communication is all groundwork towards starting an active order.

Active Order

• We consider an order "active" once we have received all order details.  Try to provide all your details in your early comunications with your rep.  The less "phone tag" played, the sooner you can get a delivery date.
• Don' let this happen to you--you tell us you want a logo, but it takes two weeks to get the art to your rep.  This results in a two-week delay in the write-up.  Meanwhile, 20 teams have sent in all their completed information and have jumped ahead of you on the production schedule

Pending Order

• If we are missing details, ie shipping address, sizing, logos-we consider the order as "pending," and cannot schedule it (or give you a delivery date).

Delivery/Turnaround Time
Delivery times are based upon complexity of order and production load. During the peak seasons, orders can take up to five weeks. Off-season orders can be shipped in as few as two weeks. We will make every effort to accommodate your event schedule, but try to plan ahead for best turnaround time. Remember, delivery date can only be set once all order information is In House.

Payment Terms
Before production begins on your order we need one of the following:

1. Prepayment by cash, check, Visa, MasterCard, Discover, American Express or wire transfer
2. 50% Deposit by cash, check, or credit card (balance of payment due before order is shipped)
3. Purchase order: Official P.O. from institution with approved credit, billed net 30 days, hard copy required before shipping

Quantity Discounts
Discounts are based on the quantity ordered per style at time of order. Add-ons, once production has started, are considered a new order and are priced based on that new quantity. JL Design is a custom manufacturer. As such, our pricing is based on production costs and economies of scale. Additional discount programs may apply to customers that commit to several garments.

Shipping
All domestic orders are shipped via UPS. Ground, 2-day and overnight services are available. P. O. Box addresses will be shipped by US Priority Mail, which has no tracking or guarantees. Our carriers require a street address for delivery, commercial address is most reliable. Residential deliveries carry a surcharge. Our minimum shipping charge is $7.95, all custom orders shipped F.O.B. Santa Ana, California. Changes to delivery addresses once the order has been processed are made at the risk of the customer.

Changes to your order
We understand that athletes come and go during the selection process, and that you may need to make changes to your order while it is in production. We will try and accommodate this reality, but keep in mind that once production has begun (fabric cut, garments embellished), deletions are not available, and add-ons are considered a new order. Changes to designs or embellishment once production has started will most likely incur extra charges and possibly lengthen the turnaround time.

Guarantee/Returns
JL guarantees all of our products for quality and workmanship. We will replace or repair any product to your 100% satisfaction. Any unused, stock JL product that has not been embellished can be returned for a full refund. Unused custom, non-embelllished garments can be exchanged for credit.

Alterations
"Fit" is what JL is all about. So we will alter any of our garments to make it fit you correctly. Alterations needed due to changes in your body or your attitude (elective alterations) are available at a charge plus shipping. Just send us your clean garment and instructions on how to make it fit you better.