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Store Policies

Five Guarantee

THE FIVE GUARANTEE!

Our mission is to serve ultimate, and for our online store and team gear that means providing the best quality ultimate gear for the community. We want our products to define the ultimate aesthetic while giving you a sense of identity without sacrificing performance both on and off the field.

We stand by everything we make and sell, so, if you are not completely satisfied with your purchase, for any reason you can return it for a refund within six (6) months of purchase, with the exception of Garage products (see below Garage section for more info).

The Five Guarantee does not cover ordinary wear and tear or damage cause by improper use or accidents.

If your gear has a manufacturing defect, we will refund or replace your product anytime within a year of purchase.

RETURNS

For all domestic orders, the return process is free! Simply go to www.fiveultimate.com/returns. Make sure to read the page before clicking "Start a Return." 

You will receive the return shipping label immediately. Print it out and tape it to the outside of your package. Inside the package, please include a filled-out return slip (bottom half of your original Sales Receipt), or a note with your order number.

**Products being returned must be 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 store@fiveultimate.com and we can verify the return.

EXCHANGES

All exchanges will be processed exactly like returns. This means that you'll go through the process above by going to www.fiveultimate.com/returns and starting a return. Once the return makes it back to our HQ in Seattle we'll give you a refund. To get new swag 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.

**Products being returned must be 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 store@fiveultimate.com and we can verify the return.

IN-STORE EXCHANGE

You can always bring a return directly into the store (warehouse/office) if you would like a faster refund/exchange! Our address is 2610 Western Avenue Seattle, WA 98121. Business hours are Monday – Friday 9:00 AM – 5:00 PM. We are not open on the weekends.

INTERNATIONAL RETURNS/EXCHANGES

At Five Ultimate we honor our product guarantee all around 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.

GIFTS

If you got some Five gear from someone (who obviously loves you) but they got the size or design wrong we can help you get the right swag. Email us at store@fiveultimate.com and let us know what you would like to send back and who gave it to you. If you have their order number that would be extremely helpful in expediting the return/exchange.

SHIPPING

Five Ultimate is excited to announce that we are offering FREE shipping on orders shipped within the US*! 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 usually 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.

*CDP jackets and Observer gear are excluded from the free shipping offer.

ORDER TRACKING

Once your order ships you will receive a shipping 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 1-800-275-8777

WHEN ORDERS GO MISSING

Unfortunately we live in a world where not everyone lives by the Spirit of the Game (the game being life in this example), which means gear gets snagged off porches and mailboxes etc. Of course we want you to get the gear your ordered, but unfortunately we cannot investigate package theft and have to take USPS and Fedex's word when they mark it as delivered. Packages marked as delivered will not be resent. 

Sometimes packages stop getting updated by USPS or make their way back to us. In that instance we will do what we can to get the order to you, whether that means resending it once it gets back to our warehouse or sending a new package if it gets lost in the mail forever. Note: we will resend a package only once.

INTERNATIONAL SHIPPING

Five ships pretty much all over the world! International orders typically take about 2-4 weeks to arrive via USPS and 2-5 days via Fedex, 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. We are constantly looking for ways to mitigate the cost of international shipping, but our first priority is making sure your gear gets to you intact and in a timely manner! 

Please double and triple check that your address is 100% accurate during checkout. It takes a lot of time, energy, and money to have a package bounce back to us and have to re-send it out, and we want you to get your Five Swag as soon as possible!

If an order does get returned to sender (that’s us) we will cover the first re-attempt after clarifying any address issues. After that, if it bounces back we will refund you for the items within the package or you can opt to pay for the shipping again.

It is your responsibility to contact the local post office to determine if the package must be picked up or duties are waiting to be collected. Additionally, Five will supply all the necessary documentation for international shipping, but you are responsible for all customs fees or duties that apply.

ORDER ERRORS

Everyone here at Five is an ultimate player, just like you. Also just like you, we’re human, which means from time to time we’ll make a mistake. If that is the case, please let us know as soon as possible! We’d love to opportunity to make it right. Send us an email letting us know what went wrong at store@fiveultimate.com, or give us a ring at (206) 459-3017. We will respond within a couple of business days and make sure we straighten everything out!

If you realize you made a mistake on an order and caught the error right away, email us at store@fiveultimate.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

PAYMENTS

Five Ultimate’s online store is secure. We use 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.

In addition, if you choose to use our website without blocking or disabling cookies or opting out of other technologies, you will indicate your consent to our use of these cookies and other technologies and to our use (in accordance with this policy and the rest of our Privacy Policy) of any personal information that we collect using these technologies. If you do not consent to the use of these technologies, please be sure to block or disable them using your browser settings.  

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 store@fiveultimate.com or phone at (206) 459-3017.

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

Coupon codes in the Five online store do not apply to on-sale items, garage gear, or partner gear, unless otherwise stated. If your coupon code is not working and you think it should, please contact us via email or phone.

EMAILS

By creating an account on our site, you're granting Five Ultimate access to store your email information and send you emails regarding your account.
 
By subscribing to our newsletter, you're giving approval to Five Ultimate to store your email information and send you regular marketing emails about store promotions. You may opt out of our newsletters at any time by unsubscribing at the bottom of any newsletter.
 
You acknowledge that any personal information provide is included with that individual's consent.
We will not share your email address with any third parties without your consent.

 

 

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