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- Store Policies
THE FIVE ULTIMATE PRODUCT GUARANTEE
Our mission is to provide the best quality ultimate gear for the community. We want our products to define the ultimate aesthetic while giving our players a sense of identity without sacrificing performance both on and off the field.
If you are not completely satisfied with your purchase, for any reason, within the first three months we will refund you in full for those items. If it is past the 3-month mark, you still have another nine months to return a product for store credit (*some restrictions apply, limited to one return per item unless there are extreme circumstances).
*The product being returned must be proven defective and/or returned in the condition in which it was received. Examples of unacceptable returns: tags cut off, obviously worn and/or stained products, damaged products (that were not a manufacturing error). If you are unsure if your product falls into this category or not, send us an email at email@example.com and we can verify the return. Additionally, regular wear and tear is not covered under this guarantee.
RETURNING YOUR PRODUCT
For all domestic orders, the return process is free! Simply go to fiveultimate.com/returns and fill out and submit the form with the required information. From there, we will email you a return label within 2 business days (If you do not receive that email, please email us at firstname.lastname@example.org).
Print out the label, stick it on the package and make sure to include the Return Form that came with the original order inside the package. If you do not have that form any more, just print out the online form and send it with the product. We cannot process returns without this form!
Once it is received, we will process your return and the funds will either go back to your credit card, PayPal account, or will be credited to your Five Ultimate account as store credit.
Products that are in the Five Ultimate Garage are no longer under the Five Ultimate Guarantee and are final sale. That means no returns or exchanges. The only exception being manufacturing errors. If you have any questions, email us at email@example.com
If you ordered the wrong size, want to switch the design for another of equal or lesser value, or want to swap it out for another color, the return process is the same. Just choose “exchange” in the form and state the exact item you wish to exchange it for. To expedite the process, check the online store to ensure we have that size/color/design in stock.
FIVE ULTIMATE HQ
You can always bring a return directly into the store if you would like a faster refund/exchange!
At Five Ultimate we honor our product guarantee all over the world. If you are not satisfied with your product, send it back for a refund. However, we currently do not cover the return shipping for international orders. To exchange an item, we will have you place a new order and will process the returned item as a refund. You may wait to place the new order after the refund has posted or place the new order right away and await the refund after the fact.
Part of the Five Guarantee is that we offer free domestic shipping over $100. All domestic orders will be shipped within two business days via either the United States Postal Service (USPS) or FedEx depending on the selected shipping option. Free domestic shipping is always sent via USPS. Orders are processed and shipped during regular business hours (9am -5pm PT) Monday – Friday except on holidays. Please note that 2-Day and Overnight shipping refer to business days.
Five ships pretty much all over the world! International orders typically take about 2-4 weeks to arrive, but can take longer depending on your country’s customs and postal service. Shipping estimates are offered during checkout from USPS and FedEx. We do not control those estimates and that is the lowest shipping cost we can provide.
Additionally, Five will supply all the necessary documentation for international shipping, but you are responsible for all customs fees or duties that apply.
Once your order ships you will receive a confirmation email to the address you provided at checkout. That email will include carrier tracking information. If you wish to make a change to the shipping location, or have questions about shipping after the product has shipped it is your responsibility to contact the carrier. For FedEx call 1-800-GO-FEDEX for USPS call 1-800-XXXXXX
If you find that Five Ultimate made a mistake in your order such as sending you the wrong size or color or package altogether, please contact us ASAP at firstname.lastname@example.org. We will respond within a couple of business days and make sure to get you exactly what you need.
If you realize you made a mistake on an order and caught the error right away, email us at email@example.com. Changes received prior to 10 am PST can usually be fixed before being shipped.
Once an order is placed you will receive a confirmation email within 24 hours of purchase. If you did not receive that email and are worried an order did not go through, feel free to contact us at the email above
Five Ultimate’s online store is secure. Currently Five Ultimate uses PayPal powered by Braintree and Apple Pay to process credit cards and accept PayPal payments. During checkout we run a credit card authorization check to prevent fraud and keep your information safe. We respect your right to privacy and promise to keep all sensitive information secure and confidential. We will never sell or share our customers’ personal information.
ISSUES DURING CHECKOUT
If you are having issues placing an order, please first double check that your billing address and all credit card information is 100% accurate. If the issue persists, feel free to contact us via email at firstname.lastname@example.org or phone at (206) 359-2017.
Sometimes the gateway will reject a card for different reasons (see paragraph above), but not before a payment is submitted for settlement. This can appear on your credit card statement as a pending transaction. Rest assured that if you received an error message and no order confirmation email, that pending charge will be dismissed within a couple of business days depending on your bank. If you do end up being charged more than once for an order, please email us and we can correct the issue.
Coupon codes in the Five online store do not apply to on-sale items or partner gear, since we give a portion of proceeds to those partner organizations. If you're unsure if an item qualifies as partner gear, have a look to see if it shows up in our Partner Gear category: https://store.fiveultimate.com/partner-gear.