Return & Refund Policy
Thank you for shopping with Pivot Athletics.
Because many of our items are made-to-order and personalized, our return and refund rules are slightly different from standard retail. Please read this policy carefully before placing an order.
1) Returns (Eligibility)
Custom / Personalized Items
Since our products are made-to-order and personalized for each customer, custom and personalized items are generally not eligible for return, exchange, or refund, except in the following cases:
You received the wrong item (different from what you ordered)
The item arrived damaged or defective
The item has a manufacturing error or significant print/production issue
Non-Personalized Items (If Applicable)
If we offer non-personalized items, they may be eligible for return or exchange within 30 days of delivery, provided that:
The item is unused, unworn, and in its original condition
All original packaging/tags (if any) are included
Proof of purchase is provided
2) Return Window (Time Limit)
To be eligible for a resolution, you must contact us within:
7 days of delivery for damaged/defective/wrong items
(Recommended so we can resolve quickly with the carrier/production team.)
If you contact us after this window, we may be unable to offer a replacement or refund.
3) Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or incorrect, please email us with:
Your order number
A clear photo of the issue (and packaging if damaged in transit)
A brief description of the problem
Once verified, we will offer one of the following (at our discretion):
A free replacement (most common)
A refund (full or partial depending on case)
Another appropriate resolution
4) Exchanges
Because items are made-to-order, we generally do not offer exchanges for:
Wrong size selection by customer
Wrong color selection by customer
Personalization details entered incorrectly by customer
Please carefully review sizing, color, and all personalization details before submitting your order.
5) Order Cancellations & Changes
Orders enter production quickly.
If you need to cancel or change your order, contact us as soon as possible.
Once production has started, cancellations or changes may not be possible.
If a cancellation is approved before production begins, you will receive a full refund to the original payment method.
6) Refunds (How & When)
If a refund is approved:
Refunds are issued to the original payment method
Processing time is typically 5–10 business days (depending on your bank/payment provider)
Shipping fees (if any) are generally non-refundable, except where required by law or if the issue was caused by our error (e.g., wrong/damaged item).
7) Return Shipping Costs
If the return is due to our error (wrong/damaged/defective item), we will cover return shipping when applicable or provide an alternative solution.
If a return is accepted for other reasons (rare for made-to-order items), the customer may be responsible for return shipping costs.
8) Lost or Stolen Packages
We are not responsible for packages marked “delivered” by the carrier but reported missing or stolen.
If this happens, please contact the carrier first and also email us—we will do our best to assist with next steps.
9) Contact Us
If you have any questions about returns or refunds, please contact us. Email: support@pivotathlectics.com
Thank you for your support and for shopping with Pivot Athletics.