Frequently Asked Questions

• When will I receive my order?
• Can I order by phone?
• What if I don't have art work for my logo?
• What payment methods can I use?
• Can I cancel or change my order?
• How can I check the status of my order?
• How do I use my Co-op dollars and points?
• Is my information and transaction secure?
• Can I order larger quantities?
• What happens if I order something that is back-ordered?
• Will I see a proof of my logo on products before production?
• Can I get rush services on custom orders?
• What is a RUN CHARGE?
• What are the 1-time Set-up Charges?
• What is a PMS color?
• How can I delete an item from my order?
  

When will I receive my order?

When you receive your order depends on when you place your order, your choice of shipping, and what you order. Ready-to-ship items ordered by 3:00 pm Eastern time Monday through Friday ship the same day except for New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. All other orders for ready-to-ship items ship the next business day. Custom items ship as soon as they are completed. Apparel ships within 14-21 days; Accessories ship within 14 days.Once your order ships, delivery depends on your chosen shipping method.

Can I order by phone?

Yes, you can buy products online or by calling toll free 1-800-820-8033 x 122 (weekdays 9 a.m. -6 p.m.EST). On Christmas Eve and New Years Eve, we will be open from 8 a.m – 3 p.m. EST. Our contact center is closed on New Year's Day, Thanksgiving, and Christmas Day. Orders may be placed through our Web site 24 hours a day.

What if I don't have art work for my logo?

Our in-house designers are ready to help you create the exact artwork needed for your Company.
Email art@haywardgear.com and provide us with a telephone number. We'll call you directly for personal assistance.

What payment methods can I use?

Your Co-op dollars are available for 50% of all purchases from the Totally Hayward Partners categories. At check-out look for the Coupon Code Box and enter "coop" in the box. (lower case no spaces) . 50% of the order before taxes and shipping will be deducted and will show up on your invoice.
Your invoice will also be emailed to you, for your records. All Co-op orders are approved through your TotallyHaywardAwards account.
We accept Visa, Mastercard and American Express for the remainder of your order.

Can I cancel or change my order?

The Hayward Gear Store begins processing accepted orders immediately and is therefore unable to accept order cancellation requests once you have received an order confirmation. If an order is processed in error, contact our customer service immediately at 1-800-820-8033 x 122 for instructions..

Custom items are not processed until your artwork has been reviewed. Once your artwork is received and reviewed we set-up the digitalizing process. You will see a proof of the embroidery tape before order is processed for production. If you are not satisfied with the digitalized proof, you can cancel your order.
For more information about your custom order, contact your Hayward Gear Sales Rep, Sheldon Steinberg at sales@haywardgear.com or at 610-430-2190.

How can I check the status of my order?

Call Hayward Gear (weekdays 9 a.m. -6 p.m.EST)

• Phone Orders: 1-800-820-8033 x 122
• Order Status & Information: 1-800-820-8033 x 122

You will also receive a confirmation of shipping email with UPS tracking information when your order is shipped.

How do I use my Co-op dollars and points?

• check out how much you have available at www.totallyhaywardrewards.com
• click on haywardgear and choose your custom selections in the Totally Hayward Partners categories - set-up & run charges will be applied to custom items
• at check-out, there's a CO-OP COUPON BOX - enter the word coop (lowercase no spaces) in the box and 50% of the order will be deducted.
• you are responsible for the remaining 50% to be paid by credit card at check-out.
• we confirm your available points with Rewards Headquarters and send you an email confirming your order as well as a review of custom work to be done.

Is my information and transaction secure?

The Hayward Gear site security system utilizes the highest security standards, supporting only those browsers that incorporate Secure Socket Layer (SSL) 3.0 for data encryption before it is transmitted over the Internet. In addition, your account information is stored behind a firewall and is in no way directly connected to the Internet.

Can I order larger quantities?

Yes, just call or email your Hayward Gear Rep - sales@haywardgear.com and we'll contact you with more information.

What happens if I order something that is back-ordered?

If it's the only item ordered, you'll be notified by email that the item is on back-order and you'll get an estimated date for shipment. Your credit card will not be billed until the item is shipped. If only part of your order is back -ordered, then you'll be shipped what is in stock with an email notice - mentioning the back-order item. You're credit card is only processed when items ship.

Will I see a proof of my logo on products before production?

On all custom jobs - you'll see an embroidery tape image of your logo before production; silk screen items will see an image of the screen. Your approval is necessary before production.

Can I get rush services on custom orders?

Yes, almost all the items can be available in a week or less. There is a slight extra charge depending on which item and what quantitiy is ordered. Call for details: 800-820-8088 x 120

What is a RUN CHARGE?

On custom apparel orders, there is an additional "run charge" per item to cover the cost of the embroidery or silk screen application for your Dealer logo.

What are the 1-time Set-up Charges?

On custom orders, the art work you supply for your Dealer logo has to digitalized and turned into an embroidery tape or a silk screen. Once that is done, it is kept on file for your future use.

What is a PMS color?

Pantone Matching System (PMS) is a proprietary color system for choosing and matching specific spot colors. If you know the PMS color(s) in your Dealer logo enter it in the PMS Thread Colors box in 1-Time Embroidery Tape Set-up or 1-Time Set-up for Silk Screening.

How can I delete an item from my order?

If you want to change the quantity of your order or delete your selection, go to "View Basket" from the top navigation bar to make changes.