FAQ'S | Buying Cycling Clothing | Pactimo

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Pactimo FAQs

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Order Inquiries

Can I cancel or edit my order?

Once your order is placed, we cannot guarantee cancellation or an order edit. Please contact help@pactimo.com immediately to request your change including essential information. Assuming we are unable to meet your request, please treat your order like a return or exchange.

Should I receive an order confirmation email?

Yes, you should receive an order confirmation email as soon as your order is submitted. If you have issues processing payment and/or do not receive a confirmation email, please contact our team at help@pactimo.com to confirm your order status.

Shipping/Delivery

What shipping services are available?

We offer USPS First Class, USPS Priority Mail, FedEx Ground, FedEx 2DAY, FedEx Standard Overnight, and FedEx Priority Overnight. Prices and expected delivery times will be reflected during checkout. Please select USPS if you are shipping to an APO or PO Box.

How long does it take to fulfill an order?

Fulfillment takes place Monday thru Friday, not including holidays or office closures. Please allow up to 3 full business days for your order to process. Processing times still apply to expected fulfillment timelines. Extenuating circumstances may apply to expected fulfillment timelines. All dates are estimates and not guaranteed.

Will my order ship together?

Orders may be fulfilled from multiple warehouses, which could lead to varying processing times. You will receive separate tracking information for each shipment. Please note that Made-To-Order items will be shipped separately from in-stock items.

Can I update my shipping address?

Please contact help@pactimo.com immediately with your new address and any relevant details to request a change. However, even with prompt notification, we cannot guarantee that we will be able to update your address before the shipment is processed. Please not that we are not responsible for orders sent to incorrect or outdated addresses. If an order is returned to sender due to insufficient address, we will either reship the order or issue a refund upon receipt of the returned package.

Do you ship to APO or PO Boxes?

Yes, we ship to both. Orders for APO or PO Boxes must be sent via USPS.

My package was marked as delivered but I do not have it. What should I do?

If tracking shows your order delivered, but you do not see it, we ask that you take the following measures:

1. Contact help@pactimo.com immediately and provide any relevant information.

2. Please check with neighbors, apartment tenants, roommates etc.

3. Look at any video surveillance available to confirm or refute the delivery.

4. Wait 5 business days after the original date of delivery to see if the package will redeliver (this is often the case).

5. If you still do not receive your package, please reach back out and we will file a claim.

Does Pactimo Ship to Canada or Australia?

Currently, we are unable to ship to Canada or Australia. However, we do have some customers in those locales who use forwarding services such as https://www.canadianaddress.ca or http://www.a1freightforwarding.com. Please note, we are not associated in any way with these companies and are not able to vouch for their reliability. We only mention them as a potential option.

Website/Account

How do I create an Account?

Please use our create account link to register. If you have previously purchased from Pactimo.com, use the same email to sync your prior order history. If you already have an account and create a secondary user, please note we are unable to connect the two accounts. Please email help@pactimo.com if you would like to update your current email instead of creating a secondary account.

What should I do if I forgot my username or password?

Please use our “Forgot password?” link. We will email you instructions to reset your password.

Can I merge two accounts together?

We are unable to merge multiple accounts together. If you would like to house all of your rewards points on one account, please contact help@pactimo.com to assist you.

Can I update my email address?

Please email help@pactimo.com with your update email address request. If the new email isn’t already connected to a Pactimo account, we will update your email address.

How do I use my points?

First, sign into your account. Locate and click on "Rewards" at the top of our home page. You may also find our rewards pop-up icon at the bottom left of your computer or mobile device. You will be able to review your reward balance, learn ways to earn points, and redeem your points for rewards. You can redeem your points for gift cards, free shipping, or bonus gift offers. Click redeem to capture your reward. Gift cards will be sent electronically and will contain a 16-digit code. You may enter this code during checkout to apply the gift card balance. You may use more than one gift card by entering each code individually.

Where do I find my store credit?

Store credit will not display on your account as a live balance. All Pactimo credit will be in the form of an electronic gift card that will be issued through email containing a 16-digit code.

Can I use my custom account for my retail purchases?

Custom and retail accounts are not compatible. You must create two separate accounts. Please note, rewards do not apply to custom accounts or orders.

Exchanges

What qualifies for an exchange?

We are happy to accept your returned garment so long as it is unworn(of course you can try it on!) , unwashed and in new condition with the tags attached. All returns must be made within 30 days of receipt. Excludes all final sale items.

When will my new order ship?

Please allow 3-5 business days upon arrival of your item(s) for us to process your exchange and ship your new order. You will receive an order confirmation once stock has been confirmed and your new order ships.

Do you hold stock?

Please use our Instant Exchange feature to claim available stock and have your new order created immediately. A valid credit card is required to place a $1 hold charge. When the returning item is in transit, we will remove the hold. If the returning item is damaged or not in sellable condition, you will be responsible for the cost of the new item.

If you decide against using the Instant Exchange, we do NOT hold or save items in our current inventory. Stock will not be claimed until we receive your returning item. Please note, this is also true for "Shop Now" items. After we have received and processed your returning item(s) being exchanged, we will issue a refund.

Can I exchange “Discontinued Outlet” – “Final Sale” items?

Items in this collection have been discontinued and will not be restocked. These items are not eligible for return or exchange and are final sale, no exceptions. Please make sure you know your size before ordering.

How do I exchange something if it was a gift?

Please use our gift return link to provide details surrounding your exchange. One of our representatives will contact you to help you complete your exchange. Please allow up to 2 business days to receive a response.

Returns

How do I make a return?

Please review our return policy here. You may initiate a return using our return portal and a valid order number and shipping zip code. Order number are 6-digits long.

What qualifies for a return?

Are returns free?

If you are requesting a refund back to your original payment method, we charge a $5 shipping fee for using our shipping label. The amount will be deducted from your refund. If you request store credit, the $5 shipping fee will be waived, and you will receive your full value on an electronic gift card.

Will I receive a return label?

After you have submitted your return, we will email you a label to use. Please print the label and secure it to your package. Our shipping bags are reusable and can be resealed by using the adhesive strip at the top of the package.

Can I return or exchange “Discontinued Outlet” – “Final Sale” items?

How long does it take to process a return?

Please allow 3-5 business days upon arrival of your return for us to process your return and initiate a refund. A credit will be issued to the original credit card for the item(s) amount, less the $5 shipping cost. It may take up to 5 business days to see your credit refunded back to your account. If you selected store credit, the full value of the item(s) will be sent as an electronic gift card on the same day.

Made-To-Order

What is a Made-To-Order item?

All Made-To-Order (MTO) garments, which includes Jersey for a Cause items, are a collection of individually produced items. We do not carry these items in stock, and they are made after being ordered. They typically take 14-18 days from the date of purchase to receive. Once your order has shipped, we'll send you a shipping confirmation email with a tracking number.

Can I edit or cancel an MTO order?

If you need to edit or cancel an MTO order, email help@pactimo.com immediately. Please provide information regarding the item, size, color, and any change you would like to make. Once a product goes into production, we are unable to make any product related changes. If you need to change your shipping address, please include the new address and any pertinent information.

When can I expect my MTO order?

Made-To-Order items are individually manufactured when ordered and usually take 14-18 days from the date of purchase to receive. If your order contains a combination of in stock items and MTO products, your order will be split, and the items will ship separately.

How do MTO orders ship?

MTO orders ship FedEx and are unable to deliver to PO Boxes.

Can I expedite shipping?

Expedited shipping is NOT available on MTO orders and will not speed up the delivery of those items. After the item(s) are produced, they will ship FedEx.

Can I return or exchange an MTO Item?

MTO items will be treated as a normal return or exchange. We are happy to accept your returned garment so long as it is unworn(of course you can try it on!) , unwashed and in new condition with the tags attached. MTO returns must be made within 30 days of delivery.

Products

How should I care for my products?

To extend product lifetime and maximize its quality and performance, we recommend following our wash and care instructions. While your product will not endure forever, we recommend protecting your investment and giving it the attention it deserves.

Do you offer back ordering or out of stock updates?

We do not have a back ordering system. If you are unable to add an item to your order, this means the item is unavailable and you will need to wait for it to come back into stock before purchasing. If you would like to be notified when stock becomes available, please follow these steps: Go to the product page, select your size and color, click “Notify Me When Available”, and enter your email.

Do you offer price adjustments?

We offer price adjustments on verified purchases placed within 7 days of a sales period. This excludes final sale items and items purchased as part of additional promotions. All refunds will be issued in the form of Gift Card.

What are the differences between your Bib Shorts

Each bib is unique and offers different fabrics, compression levels, chamois, features, and benefits. We recommend ordering one size across all models and styles. Please refer to our [Bib Comparison](/content/pages/cycling-bib-comparison "Bib Comparison"/index.html) guide for additional information.

What are the differences between your chamois?

Our premium Italian made chamois are anatomically designed (gender specific) using different constructions, densities, and foams. Our chamois are developed for performance and comfort. Each chamois is offered in one standard cut and will remain the same across all bib sizes. Please check out our [Premium Italian-Made Chamois](/content/pages/cycling-chamois-pads "Premium Italian-Made Chamois"/index.html) guide to learn more.

What are the differences between your Jerseys?

Our jerseys are offered in three fits: Relaxed, Traditional, and Aero.

We have three categories of jerseys: Standard Jerseys, MTB/Gravel, and Inclement Weather Jerseys.

Our Standard Jerseys are offered in three styles: Continental, Ascent, and our premier Summit collection.

Our MTB/Gravel Jerseys are offered as a Tee, Henley, Thermal LS, and Cargo Jersey.

Our Inclement Weather Jerseys are offered in two styles: Alpine Thermal Jerseys (cold, dry conditions) and Storm Thermal Jerseys (misty, wet conditions).

We recommend ordering one size across all models and styles if there is an understanding of the intentionality and fit of each jersey. Please refer to our [Jersey Comparison](/content/pages/cycling-jacket-comparison "Jacket Comparison"/index.html) guide for additional information.

Crash Replacement

Do you offer a crash replacement program?

Yes, we offer a crash replacement discount that applies to replacing the damaged item(s) with the same garment (size, model, and color).

How do I apply for the crash replacement program?

Please email help@pactimo.com your order number(s), a photo of the damaged garment(s), and a brief description of the incident and affected items. Not that we are unable to process any discounts or claims without a photo or order number.

What is your warranty policy?

Pactimo will replace or repair any garment to restore the original function within the lifetime of the garment. If the product is no longer available to replace, we will issue store credit. However, just remember, all good things must come to an end, including your most beloved garments. No chamois can last forever. Please to not try to prove us wrong...for the sake of just about everyone!

What isn't covered under our warranty policy?

Our warranty does not include product failures resulting from normal wear, misuse, improper care, or accidents. Normal wear includes the inherent deterioration of materials and colors over a prolonged time and/or with heavy use. Examples are abrasion marks, thinning materials, and fading logos.

How do I file a warranty claim?

Please send a photo (or multiple photos) to help@pactimo.com with the subject line "Warranty Claim" and your order #. Make sure to also include a detailed description of the issue you are experiencing. We will have one of our representatives reach out with additional instructions.

What is required to send in a warranty garment?

If you are asked to send back your garments, we request that they are washed and cleaned. If not, we will send them back to you. You must include a note detailing your warranty claim. Please include your name, email, order number (if available), return address, issue description, and any relevant information. Shipment costs must be paid by the shipper. We recommend purchasing insurance as we are not liable for items lost during transit.

How long do repairs take?

After we receive and process your warranty claim (3-5 business days), it may take up to 6 weeks to repair, reship, and have your item(s) delivered. Our turn-around time may vary depending on the season.