1. What is a Signature, Specialty or Jersey for a Cause item?
    All Signature, Specialty and Jersey for a Cause products are directly made once ordered and take 12-16 days from the date of purchase to receive. Once your order has shipped you’ll receive an email with a tracking number. 
  2. If I add expedited shipping to a Signature, Specialty or Jersey for a Cause item will I get it faster?
    Since Signature,Specialty and Jersey for a Cause products are directly made once ordered expedited shipping is not available.
  3. My entire order isn't listed on the shipment email, why?
    Your order contains a Signature, Specialty or Jersey for a Cause item and those items are directly made once ordered and take 12-16 days from the date of purchase to receive. 
  4. 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.
  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 us 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?
    • Email Pactimo at pactimoshop-cs@pactimo.com or Pactimo UK at customerservice-uk@pactimo.com
    • Include the following:Order Number, item(s) being returned and if you want an exchange, refund or store credit.
    • Please include the size for an exchange
    • Please allow 1-2 business days for us to issue an RMA
    • Once an RMA has been issued you'll receive an email with your RMA #
    • Include a copy of the RMA email with the item(s) you are shipping back
    • Ship item(s) to US: Pactimo, LLC Attn: Retail Returns 6535 South Dayton St. Suite 3005 Greenwood Village, CO 80111
      UK: Dig Deep Coaching Attn: Returns  25 Talbot Street Belfast BT1 2LD
     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. Can I return 1 item from a Bundle?
    You may exchange a single item for a different size, however you can not return a single item for a refund. If you would like a refund the entire bundle must be returned. 

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