Help Center & Support | Cycling Apparel | Pactimo

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help@pactimo.com

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Exchanges & Returns

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Exchanges & Returns

All exchanges & returns must be made within 30 days of receipt and be in new, unwashed and unworn condition with tags attached.

Do you provide return shipping labels for free?

We provide a FREE shipping label when exchanging or request a refund for any item in your order.

When will I receive a return shipping 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.

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 decided against using 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), stock will be claimed, and your new order will be placed. If we are out of stock on the item(s) being exchanged, we will issue a refund.

Can I exchange or return 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.

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.

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.

Do you offer exchanges for international orders?

Currently, exchanges for international orders are not available. If you require a different size or color of a product, we recommend returning it for a refund and placing a new order.

Shipping

How long does it take to fulfill an order?

Fulfillment takes place Monday thru Friday, not including holidays or office closures. If you placed your order before 10 am MST on a weekday (Monday – Friday) we make every attempt to process your order the same day. Orders placed between Friday and Monday morning before 10 am MST are expected to ship on Monday. Orders placed after 10 am MST are expected to ship next business day. Extenuating circumstances may apply to expected fulfillment timelines.

What shipping services are available (excludes Made-to-Order products)?

We offer:

USPS: First Class, Priority Mail.

FedEx: Ground, 2DAY, Standard Overnight and 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.

Do you ship to APO or PO Boxes?

Yes, we ship to both. Orders must be sent via USPS.

Do you ship to other countries?

Our shipping services currently extend to the UK and multiple countries across the EU.

We are currently 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 those companies and are not able to vouch for their reliability. We only mention them as a potential option. We plan to offer shipping into Canada by Q1 of 2023.

How can I track my order?

You'll receive a shipping confirmation email with a link to track your order. You can also track your order [**HERE**.](/content/pages/tracking "Tracking"/index.html)

Made-to-order

Made-to-Order items are individually manufactured for you upon ordering. They will be shipped separately from other items you purchase and will be delivered in 28 DAYS from the date ordered.

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 28 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.

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.

How do MTO orders ship?

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

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