Frequently Asked Questions
We’re excited to bring you a new online team shop experience. What can you expect?
- Licensed gear from the official team store
- A customized team shop experience fit for the most diehard fans
- Support of student athletes and scholarships with every purchase
- Your favorite products, organized in a sensible fashion
- A user-friendly search feature for quick results of what you are looking for
- An expanding product offering with team shop exclusives and new items
- A robust store platform for mobile and desktop
- Easy and secure checkout with few clicks
- A variety of trusted payment options, including Apple Pay, PayPal and major credit cards
- An updated website look and feel
- Regular updates and features for email/newsletter subscribers
- A dedicated customer service team with “real” people that you can reach by phone or email
- Champions gear to celebrate past and future victories
- Fast fulfilment of your orders with a variety of shipping options
So far so good. What else is important to know?
To make it all happen, we are partnering with college campus store industry leader, Follett. But we also need your help! Thank you in advance for partnering with us to ensure a smooth transition. Please be aware of a few things:
Where are we going?
We are changing systems! This URL will still exist and shop.miamiredhawks.com will still be a store. But the store will look a little different and your current account information will no longer exist on this site. You will need to create a new account on the new storefront. We know that this may be confusing, but rest assured we are hoping to make this transition as smooth as possible.
What happens to my order if it hasn’t shipped out yet when the site transitions?
No worries! We are still working behind the scenes to make sure all of our loyal customers orders will be fulfilled if possible.
What if I need to return my order after the switch?
We will honor returns up to 30 days post transition.
Are there refunds or exchanges currently?
Yes, we will still be offering refunds or exchanges up until the site transitions.
What about my account?
Your account will still be active for 30 days under a new URL after the transition where you can view your account/order details. Unfortunately, you will have to create a new account on shop.miamiredhawks.com going forward. We did not want to move sensitive customer data across systems during the transition. We hope you understand.
What about marketing emails?
Luckily you will still be enrolled in promotional/newsletter emails going forward. So, you will still be up to date about all merchandise in the future.
How can I contact you?
E-mail us at customerservice@efollett.com. We try to respond to all inquiries within 24 business hours. Please note that our hours of operation are Monday thru Friday 8:30AM-5PM EST. We are unable to respond over the weekend.
How long will my order take?
Delivery times for standard shipping within the continental US is 2-6 days. Once your order is received processing begins in our warehouse within 24 business hours. Your shipment notification with tracking information is sent in advance of final processing. Please note that orders may take up to 2 business days to finish processing and enter the carrier's system. After receipt by carrier, shipping times will vary from 1-5 days within the continental US. INTERNATIONAL ORDERS: International orders are shipped via USPS and usually take 7-10 Business Days. If your order is being shipped outside of the United States, please be aware that you may be responsible for customs and duties fees which will be requested and collected from your country's customs agency.
Do I need to sign anything for my order to be delivered?
In most cases you do not need to be present or sign for your order. However, if you select express shipping, you will need to be present to sign for your order.
Shipping and handling charges are calculated based on weight using our USPS real time calculator. Please use our calculator in the cart to provide shipping costs based on your order.
What forms of payment are accepted?
We accept any of the four major credit cards: Mastercard, Visa, Discover and American Express.
Is my transaction secure?
Yes. Our transactions are encrypted and processed by Authorize.net (a solution of CyberSource, a wholly owned subsidiary of Visa). Authorize.net has been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available.
Orders for in-stock items will be processed within 24 business hours after they have been received. You will receive an order confirmation which contains tracking information which you may use to track your package. You may also find this detail by logging into your account online and choose the “My Account” option, and select your order.
If the delivery timeframe has passed and/or the tracking on your order shows delivered and you have not received your package, please contact your local post office to open a case. Please relay this case number to us via email at customerservice@efollett.com and a customer experience representative will be happy to assist you in resolution. Please note no refunds or replacements can be made without an active USPS case number.
Please note: All lost packages must be reported within 90 days of your order's ship date. If we are notified of a lost package after this timeframe, we may not be unable to process your request.
If you are reporting a lost package, please ensure the following steps are taken prior to contacting customer service: 1. Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package. 2. Please also track your package online to see if there are any special instructions or updates listed.
I think my card was charged twice:
Please be aware that your card is not charged until your order is processed. When you place your order online, your card is initially authorized for the transaction but your account is not charged. If you have account monitoring in place, some banks will notify you when an authorization occurs as well as when your card is processed. If you feel you have been charged in error contact us at customerservice@efollett.com and we will investigate.
My merchandise was damaged when I received it. What do I do?
Though all merchandise is clearly scrutinized before leaving our warehouse items may become damaged in transit. Should this be the case feel free to email us by replying to your order confirmation email or by emailing us directly at: customerservice@efollett.com. You may also give us a call at (800)-381-5151 so that we can sort things out and quickly provide a replacement.
Are there refunds or exchanges?
Dyehard Fan Supply is proud to provide an unconditional money back guarantee and will gladly accept refunds and exchanges if you are unhappy with the product for any reason provided the product is returned in its original condition. For returns our policy lasts as long as we currently stock the item you purchased but in any event not more than 30 days with the exception of closeout and customized items. If 30 days have gone by since your purchase, we can’t promise you a refund or exchange but will give such requests due consideration dependent upon the condition of the product, current store availability, and retail price. See our full refund policy here.
I just received my order and now the item is on sale, can I receive a credit?
Absolutely! We provide a 30 day price match guarantee. If you purchase and item from us either at the stadium or online and see the same piece discounted within 30 days, you may request a credit to your original form of payment by emailing us at: customerservice@efollett.com.
Do you ship outside of the United States?
We do ship internationally. International orders are shipped via USPS and usually take 7-10 Business Days. If your order is being shipped outside of the United States, please be aware that you may be responsible for customs and duties fees which will be requested and collected from your country's customs agency.
If you would like to work for us feel free to send your resume to customerservice@efollett.com and we’ll be sure to pass it along to the Human Resources Department.