FAQs
1. General questions
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Can I change my order?
We can only change orders that have not been processed for production yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support@myathletepass.com as soon as possible. Athlete Pass is a partnering firm that is operating the online store.
What if the order failed to deliver?
If the carrier isn’t able to deliver the items because of the wrong address, it’ll be returned to the facility that sent it out. When this happens, we will get an email notifying us that your order arrived back at the facility. The facility will hold onto the order for 28 days at no cost, so during this time, we will reach out to you to get the proper address.
If the package is lost in transit, please notify us using the contact form or by reaching out to support@myathletepass.com. We will cover the cost of reshipping a new order.
How long does it take to ship my order?
Once you've placed your order, it takes anywhere from 2-5 business days for production of those item(s), and then another 2-5 business days to ship. For context, 97% of our orders are shipped within 5 business days. While this is longer than your traditional ecommerce/online store, we ask for your patience as we are trying to ensure that we deliver you the highest quality products possible.
2. Payment
What payment methods do you accept?
You can purchase on our website using a debit or credit card. We additionally offer support for Paypal and Shopify Pay. You can choose any of these payment methods at checkout.
3. Shipping
Where do you ship?
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
4. Returns
Do you accept returns?
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. Claims deemed an error on our part are covered at our expense. Please provide a picture and make the claim to: support@myathletepass.com
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 30 days of delivery
- The return is made within 14 days of the return or exchange request
Can I exchange an item?
We do not accept exchanges.
Are returns free?
Orders that meet the criteria above qualify for a free return.
How long does it take to process a return?
Returns are usually confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
5. Other questions
For all other inquiries and questions, please use the contact tab on the online store website. You can also reach our support team at: support@myathletepass.com