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  1. What is a pre-order?
    A pre-order is an item in which we do not carry inventory.  These items take approximately 3 weeks to receive because our factory makes them specifically for you!  You will receive tracking information to your email after it has been shipped.
  2. If I add expedited shipping to a pre-ordered item will I get it faster?
    Since pre-ordered items are made specifically for each order expedited shipping is not available.
  3. My custom email address and password are not working on the retail website? What should I do?
    The retail and custom websites are on different servers and therefore the retail website views you as a new customer.  Please create a retail account.  All of your information can be the same as your custom account.
  4. I checked out as a guest on my last order and the system will not allow me to check out again as a guest.
    Unfortunately with our current system you may only check out as a guest once.  A customer service representative can create a password so you are able to use your email address in the system again.
  5. If I create an account will it store my credit card information?
    No, credit card information is stored.  Only your billing and shipping address is stored to speed the purchase process for future purchases.
  6. I just placed my order.  When can I expect for it to be sent to me?
    Fulfillment takes place Monday-Friday, not including holidays or office closures.  If you have placed your order before 9am Monday-Friday we strive to process your order that day, unless you have ordered a pre-ordered item. Orders placed Friday after 9am-Monday before 9am will be sent on Monday.  You will receive a shipping confirmation email at the end of the day it is shipped that includes tracking information.  Extenuating circumstances sometimes apply to expected fulfillment timelines.
  7. I just submitted my order and realized I ordered the wrong size! What should I do?
    Please call or email the office immediately.  You can also add a message in the notes if it is after hours.  The system doesn’t allow for you to update sizes after the order has been placed to make sure we are sending out the product and size that was selected before the credit card was charged.
  8. The item I ordered doesn’t fit, how can I make an exchange/return/receive store credit?
    You will need to log into your account and fill out a return request form.  After selecting the return request link, please select the item you are sending back and put in the notes if you want a credit, an exchange including new size or store credit.  Please record your return request # and place it on the packing slip that includes your order number with the items you are sending back.  Ship your package back to Pactimo, LLC Attention: Retail Returns 6535 South Dayton St. Suite 3005 Greenwood Village, 80111. We recommend a mailing method that contains tracking.
  9. Does Pactimo provide a return label for returns or exchanges?
    Pactimo does not provide a label for an exchange or return, unless you were sent the wrong size or product than what you ordered.
  10. I just sent back my exchange today, is my new product on the way?
    After we receive your package to our office, we will then send out your new product as soon as possible.
  11. How long will it take to process my return or exchange?
    We try to process returns/exchanges the same day we receive them, but sometimes that is not possible. Please allow up to 3 business days after receipt to see an update in your Pactimo account. 
  12. How should defective or quality control items be returned?
    If you are returning a garment for a quality control issue, and have worn it, please wash the item before sending it to our design team for analysis. 
  13. I am trying to add an item to the cart, but when I add a specific size the “add to cart” button disappears.  What does that mean?
    If the “add to cart” button disappears when trying to add a certain size, that means that size it not currently available in that style.


Need more help? Call us directly at 1-877-291-6238. Monday – Friday between 9 am and 4 pm Mountain Time or email