Customer Service
Parents - Players - Coaches - Athletic Directors
Purchasing Agents - Booster Clubs - League Buyers - Teams
Clubs - Recreation Directors - Gift Seekers
Rivanna Gear & Apparel is focused on delivering schools, leagues, teams, companies and other organizations quality products and services.
Additionally, we are committed to providing you a totally new and exciting shopping experience. Our focus is to provide the best products, at a great price, when and where our customers need them.
Please contact our Customer Service team at 434-293-4558 (M-F, 9:00 – 5:00) or by email at customerservice@rivannagear.com.
OUR COMMITMENT
- COMMITMENT TO EXCELLENCE: Rivanna Gear & Apparel (RGA) is committed to providing personalized service, high quality/cost effective products, and a shopping experience second to none.
“when service counts” isn’t simply our motto. It is the way we run the business every day. Our primary mission is to get quality goods to you, our customer, on time….your time, not ours!
OUR PRODUCTS: We have top quality products available from over 200 manufacturers. We concentrate our extensive inventory on the products that local coaches, schools, and leagues request for their athletes. Additionally, we specialize in providing harder to find equipment for sports such as wrestling, volleyball, softball, cheerleading, ice hockey, swimming, field hockey, and water aerobics.
RGA carries a wide variety of top shelf, name-brand products. We also go the extra mile to seek out extra value products that allow us to pass along terrific savings to you.
OUR STAFF: Most of our staff members are parents of their own youth athletes and also volunteer as coaches, officials, and league administrators. We understand athletics and are here to work with you one-on-one to find the right equipment and apparel to fit your needs. Should you ever have any questions, concerns, or recommendation, please email us or call at 434-293-4558.
CUSTOMER SERVICE: Our customer service team is here solely to help you – please use us as an additional resource. Whether you are following up on an order or simply researching options for your team or league, let us know how we can help. Our Customer Service Specialists have direct access to all of our vendors and their product information. They are happy to recommend alternatives for your consideration or to research that special item that you simply can’t find. Call us at 434-295-4553 or email us at customerservice@rivannagear.com. ORDERING
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OUR STORE: Our store is located at 195 Riverbend Drive, Suite 3, Charlottesville, VA. We are across the street from the Pantops Shopping Center and in the same parking lot as First Med. Please call us at 434-293-4558 for directions or see our detailed directions on our About Us page.
Our normal store hours are 10:00 AM to 7:00 PM, Monday thru Friday, 9:30 AM to 6:00 PM Saturdays, and 11:30 AM to 4:00 PM on Sundays.
If you should you need something and can’t make it to our store during normal hours, just let us know and one of our sales specialists will meet you at the store at a time that works best for you.
PHONE ORDERS: If you are unable to make it to our store, please give us a call (434-293-4558). We can process your order over the phone and hold your purchase for pick up later or have it shipped to you by UPS or USPS.
Call during our normal office hours: 9:00 AM to 7:00 PM, Monday thru Friday, 9:30 AM to 6:00 PM Saturdays, and 11:30 AM to 4:00 PM on Sundays.
All phone orders must be paid for by credit card; unless you have an established Open Account with RGA.
WEB STORES: You can shop at the RGA Superstore or your organization’s personalized web store any time day or night – at your convenience 24 X 7. www.rivannagear.com. We have a wide variety of products and offer multiple delivery and payment options.
ELECTRONIC RECEIPT PROGRAM: RGA is pleased to offer our customers the convenience of our Electronic Receipt Program. To register, just provide our sales specialist your name, address, and contact information when purchasing your item. We will retain the details of your purchase. Should you need to return an item, just bring the item back and identify yourself - we will do all the rest. PAYMENT OPTIONS
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We are pleased to offer a variety of payment options:
- Credit Cards: Visa, MasterCard, American Express, and Discover Card.
- Checks: Personal or business checks are welcome. All Checks returned for insufficient funds will be subject to a $20.00 processing fee.
- Open Account Customers: Leagues, Schools, Municipalities , and Companies are welcome to apply for open account status. To set up an account, please submit a New Account Application.
WEB STORE PAYMENTS: We offer two easy pay options through our web stores – credit cards and checks. Yes, you can pay over the web with your personal check – totally secure through Telecheck and Paypal.
Payment for web orders will be processed at the time of your order submission. If your order contains customized items, the balance of your order will be held pending availability of these items. Every effort will be made to provide a unit shipment to reduce your cost for shipping.
CREDIT CARD PAYMENTS: When paying by credit card for phone orders or at one of our remote events, you will be asked for the following information for security purposes: credit card number, expiration date, numeric portion of your billing address, and your zip code. GIFT CARDS
- GIFT CARDS: Gift cards are a great way to expand your shopping options or to let that special person choose exactly what they want from RGA. RGA offers Gift Cards in denominations of your choice. Best of all, RGA Gift Cards never expire. Ask any of our sales specialists about purchasing a RGA gift card.
SHIPPING
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SHIPPING: RGA offers a wide variety of delivery options for your order. For phone orders or orders on RGA’s Web Superstore, you can choose to stop by our store where your order will be waiting for you or we can ship your order to you by UPS or USPS.
If you shop at one of our personalized stores, your store manager can choose from any number of delivery options. Please check your personalized store for your specific shipping options.
RECEIPT OF ORDER: Upon receiving your order, inspect all packages thoroughly for missing, damaged, or incorrect items. Please notify RGA immediately of any issue with your shipment by contacting RGA's Customer Support Team at (434) 293-4558 or customerservice@rivannagear.com. RGA will not be responsible for replacement or repair of items beyond 21 days after shipment. Orders may be shipped in multiple boxes and at different times, subject to product availability. You can review your order status on line at www.rivannagear.com.
TRUCK FREIGHT: Truck freight applies to all heavy and oversized items that cannot be shipped by UPS or USPS. In the event that your item is deemed oversized or over weight, we will contact you with the updated shipping cost. The customer is responsible to pay all additional special shipping costs. Payment is required at the time of shipment. TERMS AND POLICIES
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PRICES: Store policies and product specifications are subject to change without notice at any time. All prices are provided in US Dollars.
TAXES: RGA collects Virginia Sales Tax on all orders, except for orders from qualified tax exempt organizations. A Virginia Department of Taxation Tax Exempt Certificate or Tax Exempt Number must be on file with RGA prior to invoice date. Otherwise, Virginia sales tax will be charged for all sales in the State of Virginia.
BACK ORDERS: If an item is missing from your order, please check the invoice. More than likely, the item is on back order. If the item is on back order we will ship it the day that we receive it. We will always attempt to advise you should an item be placed on back order.
RETURN POLICY: RGA will accept return of non-customized items within 21 days of shipment or pick-up. Items must be returned to the RGA store location. All returned items must be in the original, unopened packaging. A copy of your Order Confirmation or register receipt must accompany all returns. RGA does not accept return of customized items. A restocking fee of up to 15% may apply to any returned merchandise or special orders.
If you do not have a receipt for your purchase and you are not a member of our electronic receipt program, RGA will issue your credit in the form of a RGA Gift Card.
RETURNS: Return goods to Rivanna Gear & Apparel, not to the vendor. Upon receipt of the unused item(s), we will give you credit for the full purchase amount (excluding shipping and handling). The only exception to this is non-returnable items such as personalized items and special orders.
Return of items more than 30 days after initial sale may be accepted at RGA’s discretion. Such returns will be credited on a Rivanna Gear & Apparel Gift Card.
DEFECTIVE OR INCORRECT MERCHANDISE: If you receive defective or incorrect merchandise, please call us immediately. Upon return, we will correct the item without additional customization or shipping costs. The incorrect merchandise must be returned prior to replacement. ON-LINE SECURITY
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ONLINE PRIVACY AND SECURITY: Your privacy is as important to us as it is to you. We are committed to keeping your information private. We understand that two major concerns while shopping online are security and your personal privacy. That is why when you shop with Rivanna Gear & Apparel or at one of our Specialty Shops online, you can do so with confidence. We will never ask you for information we don't need to process your order, and we will never release, sell, or rent any of the information you provide to any third parties.
All credit card transactions are processed with the latest security procedures. Our secure server software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. In addition, to ensure the security of your credit card number, Rivanna Gear & Apparel does NOT save your credit card number once your order has been placed. This additional security measure is to ensure PCI Compliance.
WHAT IS THE ACCOUNT LOGIN? When you first place an order (using our online shopping cart) we ask you for your email address + password. Your email address is your Account Name. You will set your personal password.
When you return to shop on this site you should LOG IN first! Click on the login button, enter your Account Name (email address) and your password.
WHAT IS THE PASSWORD? Your password is required to prevent anyone else from using your Account Name to shop. Please select any sequence of numbers and/or letters that you will not forget. The password can be changed at any time: just send us a note with your request to customerservice@rivannagear.com.
THE INFORMATION WE COLLECT: Throughout our web site, you can order products, make inquiries, and register to be included on our mailing list. To process orders will require the following:
- 1. Name
- 2. Address (Bill To and Ship To)
- 3. Email address
- 4. Phone numbers
- 5. Payment information
ABOUT OUR MAILING LIST: At your request, we can include you on our mailing list. From time to time we will announce new products, services and promotions. Anytime you wish to be removed from our email list simply contact us at customerservice@rivannagear.com and you will be promptly removed from our list.