FAQ

Frequently Asked Questions

For all corporate order queries, please Contact Us.

ORDER OVERVIEW

Q: What happens once I place my order?

A:

  1. Confirmation Email: After requesting an online quotation, you will receive an automated confirmation email with your quote reference number.
  2. Initial Email: Within 24 hours, we will send you a quotation and make contact with you to confirm your logo placement and pantone colours on the gear you chose to purchase and desired branding method that should be used.
  3. Digitized logo artwork mailed to you for approval: Within 3-5 business days, you will receive digitized artwork setup of your logo via email. The design and placement of your logo must be approved within 24 hours to keep your order on schedule! Any edits or delays to approve the artwork will/can cause delays to your order initial ship date. We will not process any order until we have received payment and artwork confirmation.
  4. Embroidered Sample Delivered to You: You must approve your logo design and placement within 24 hours of receiving the artwork sample to keep your order on schedule for delivery! Edits to the logo, or any delays to approve the sample, will likely cause delays to your order ship date. We will not process your order until we hear back from you.
  5. Production: Once the logo setup is approved and payment has been received, the order will go into production.
  6. Order Ships: Our standard lead times for branded apparel is 10-15 business days, from when the order is approved and in production, until it ships out of our warehouse.
Q: What happens once I receive my order?

A: If you receive your order and you’re satisfied, please share it with us @firstascentsa! We'd love to hear about your experience with First Ascent.

GENERAL INFORMATION

Q: Will I see a proof before my order goes into production?

A: Yes, you will always see a proof of your logo before we proceed with production. Please remember that you must approve your digitized logo proof (CAD design) within 24 hours to meet your “Ship By” date!

Q: Can I cancel or change my order?

A: If you need to change your order for any reason, please contact us as soon as possible at branding@firstascent.co.za and we’ll be happy to assist. If an order is canceled due to extenuating circumstances before it is branded and shipped, you will be refunded in full. If your logo has been digitized and stitched out or issued a proof for approval there will be a cancellation fee.

ARTWORK

Q: What branding methods do you have available?

A: We offer two branding methods to choose from: Embroidery and Tranfers 

Q: What kind of artwork do you use?

A:

  • Acceptable vector file formats: PDF file / Ai / EPS
  • Logo colours: CMYK or Pantone
  • Raster formats that we do not accept: Word files, .gif, .jpeg (under 600dpi), .png, .tiff, .bmp, Power Point
Q: Can I specify a Pantone Matching System colour for my branding?

A: Yes, but do keep in mind that in some cases, exact Pantone Matching System matching isn’t possible. We'll try to get as close as we possibly can to match our thread colours with your logo colours.

Q: Can I make any changes to my logo?

A: Yes, you can make changes to your logo. Keep in mind that this will delay the "Ship By" date. If your order is already in production, no changes can be made.

Q: What if I need a larger logo than the standard size available? Or more than one logo?

A: We would be more than happy to help and give you a quote on any special requests such as this. Contact our branding team for more information - branding@firstascent.co.za

Q: Can I order apparel without any branding?

A: Yes you can. Contact our branding team for more information - branding@firstascent.co.za

Q: Where do I send my artwork?

A: You can send your artwork to branding@firstascent.co.za with a reference to your order number.

Q: Do you keep my artwork on file?

A: Yes, we keep your artwork on file to make reordering and using your logo on future products as easy as possible.

SHIPPING & DELIVERY

Q: How long will it take to get my order? (Branded and non-branded)

A: For most products in our range, the full process for custom branded apparel – from the time you place your order to the time it ships to you – takes up to 10-15 business days. For non-branded apparel, it takes up to 3-5 business days.

Q: What if I place an order and I find out that the stock I was quoted on is not available anymore?

A: This is a situation that rarely happens and First Ascent is constantly working to limit this from happening. We run a live ordering system, so it is possible that someone else might snatch that special item right from under your nose if you don't act fast enough. In this case, we can provide you with a new quote for something else that might interest you according to your needs.

Q: I ordered a product but it never got delivered, what happened? Who should I contact to query this?

A: You can contact us at branding@firstascent.co.za or call 021 180 4444 and we will rectify the issue for you as soon as possible.

SAMPLES

Q: How do I order samples?

A: If you are in need of a full-size curve to fit before the purchase of your group order, please contact us via email branding@firstascent.co.za for more information.

Q: Can I return samples?

A: Un-decorated samples can be returned for a full refund and no additional charges if the style is not chosen by your company or group. We won’t give credit to damaged or branded samples returned.

RETURNS

Q: What if I’m not happy with my order?

A: First Ascent ensures that all products are of high-quality when they are shipped to customers. Please send us an email to branding@firstascent.co.za if you are unhappy with your order because the product is defective or the branding quality isn’t what you expected. Should it happen that we are out of stock, you will be contacted by our corporate team, and you will be provided with a credit or a refund that will be processed. Please note that we must be notified of all issues within 30 days.

Q: How long do I have to return my purchase?

A: Returns for incorrect orders must be sent back within 30 days after the item was received, in the original packaging, and must be unused and unworn. A replacement item will be sent to you accordingly.

Q: Can I return embroidered apparel?

A: The only returns we can accept are for defective apparel or defective embroidered/transfer quality. However, we will try and help you out as much as we possibly can, within reason.

Q: How do I log a return?

A: Please send us an email to branding@firstascent.co.za with your ordering information and reason for the return and we'll get back to you as soon as possible. Please note that we can send our own courier to collect your return, but the cost of this collection will be deducted from your refund.

TECHNICAL

Q: Who do I contact if I experience technical issues placing an order?

A: You are welcome to contact us via at branding@firstascent.co.za or call 021 180 4444

Q: Do I first need to create an account before I can purchase any items from your website?

A: You don’t need to be registered in order to purchase from our website, but it is advisable to create an account to make reordering on future products as easy as possible.

Q: How do I get a quote?

A: Just follow the order prompts. Choose your required products, logo size and quantity per product and complete the quote request form. One of our team members will send you a quote and contact you within 24 hours.

REPAIRS & WARRANTIES

Q: What happens if my purchase breaks/tears? Can I send it back or get it repaired? Who do I send it to?

A: We have a comprehensive warranty cover on all our products against manufacturer defects. Please see our Warranty and Repairs page for more info.

Q: What happens if there is damage to my product that does not fall under general wear and tear?

A: We endeavour to always assist with any issues with our products and you can contact repairs@performancebrands.co.za for any out of warranty repairs issues.

TRADEMARK & LOGOS

If we use artwork you have supplied to brand your product with, you are warranting that we have the unrestricted right and authority to use and distribute that artwork for the sole purpose of branding your ordered items, and display marketing photos of these items.