FAQs

ACCOUNT SETUP: Just click on Sign In on top bar, and then Register in grey box. (For mobile users, the link is located under Shop > Account.)

FORGOT PASSWORD: Don't worry about forgetting your password! The website has a Forgot Password feature which will send a password reset link to your email address.

PAYMENT: We accept Visa, MasterCard, and American Express. All payments are processed via secure server with software and processors who comply with the industry PCI security standards.

CONTACT US: We are always glad to help during business hours, but to make things even more convenient you have your very own dedicated customer service representative who knows your Gear. Shawn Ehlers 972-242-6332 x22. If you happen to catch us outside of business hours, you can reach us by email at VS@xactx.com.

FREE SHIPPING: Free Ground shipping (lower 48 states) is available on all orders except for Awareness Kits (excluding the popcorn kit) and some promotional items that require a 6 piece minimum order. If you have an urgent need, expedited shipping is available and pricing is calculated during the checkout process. Please be certain that we are aware of your event date by completing the Special Instructions section during checkout.

ORDER MINIMUMS: Order minimums must me met to qualify for free freight. If your order does not meet the requirements, you will be notified during checkout and can elect to pay for shipping. Embroidery & T-shirts: 12+ embroidered or printed items. Caps, Bags, and Apparel may be mixed.Name Badges:3+. Office, Golf, and other Promotional Items: minimums are per logo, and vary by item, as specified in the Qty box.

SAMPLES: We do not keep inventory of all items on-site. To provide you the lowest prices, we order on demand from many local warehouses when you place your order. Therefore, we do charge for samples. Apparel samples can be ordered from the website, and must be received back at our warehouse within 18 days of delivery by the carrier (i.e., FedEx). Customer is responsible for return freight. Please return your original paperwork and clearly mark the box "SAMPLE RETURN". Samples are subject to a 20% restocking fee. Samples returned late cannot be credited; our vendors are strict on their return policies. Samples purchased from the VisionSourceGear.com may be returned for decoration at any time. Please provide the order number(s) they were purchased under. You may reference your order history if you have misplaced the paperwork.

SETUP FEES: We NEVER charge a setup fee to use the Vision Source logo on a webstore item. We do charge a setup fee on custom orders. If you provide your previous order number, the setup fee is waived on exact re-orders of the same item.

MY CUSTOM LOGO: We gladly accept orders with your custom logo, and even have it integrated into our website to make ordering a breeze. Many of you have worked hard to build your brand in your community, and we can help you showcase that brand. If you already have your logo setup for embroidery and printing, you can just email it to us mail.We accept embroidery files in DST format. We accept vector print files in .AI and .EPS formats with all text converted to curves. Please include a JPG GIF or BMP image of the design so we can visually verify the art files. If you need your embroidery and print files setup, we can do that for you, too! Please Contact Us for more details, or just place an order with My Custom Logo. A one time setup fee will apply. Once we have your custom logo on file, you will see it displayed each time you login. No confusion for us or for you!

LOYALTY REWARDS: Every item you order earns 1 point per $1.00. It's just that simple. Points earn you free stuff. Everytime you login you will see your accumulated points displayed. Points can be redeemed for something special for yourself! We work hard, and so do you. Treat yourself to a cup of premium coffee, a new accessory, a gift just for you, or have dinner delivered when you don't feel like cooking. It's our gift to you!heart Reward items may change periodically, so keep checking out the rewards you can earn by visiting our Rewards area.

RETURNS: You may return damaged or defective merchandise within 10 days of the original purchase date for a full refund minus shipping charges. If the product is damaged by the shipper, please retain all packing materials. These will be required to process your claim. We will also be glad to exchange the damaged merchandise for anything on our site of equal or lesser value. We do require that you obtain a return authorization prior to sending back an item. Please review our RETURN POLICY.

SPECIALTY ITEMS: We are always happy to assist you with any special item, please contact us to help.

SIZE CONVERSIONS: All of our sizes are US, but you can use this handy conversion chart if our item size charts are not answering all of your questions.