Pactimo FAQs

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Order Inquiries

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.  

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

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.  

In stock items will ship together, typically next day. Made-To-Order items will be shipped separate. You can refer to our Made-To-Order FAQ’s for additional information.  

Please contact help@pactimo.com immediately to request your change including your new address and any pertinent information. We cannot guarantee your address will be updated before shipping.  

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

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

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

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

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

Website/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.  

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

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.  

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.  

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

Exchanges

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.

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.  

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.  

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.  

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 48 hours to receive a response.  

Returns

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.  

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.  

If you're 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.  

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.  

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.  

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

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 16-28 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. 

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.  

Made-To-Order items are individually manufactured when ordered and usually take 18-24 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.  

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

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.  

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

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.  

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.  

Crash Replacement

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

Please email help@pactimo.com your order number(s) associated with the damaged garment(s), a photo, and a brief description of your crash and the impaired items.  

Warranty

Pactimo will replace or repair any garment to restore the original function without charge for 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 do not try to prove us wrong… for the sake of just about everyone! 

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. 

Please send a photo (or multiple photos) to help@pactimo.com with the subject heading “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. 

If you are asked to send back your garments, we request 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. 

 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.  

Contact us

Call us directly at 877-291-6238 or email us below. Our team is available Mon-Friday, excluding holidays, between 9 am and 4 pm MST. 

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