Returns & Shipping
- We accept returns within fifteen (15) days from the date of receiving your order .
- All SALES items are final sale. No refunds. EXCHANGE OK for the same style item in different size ( see information about EXCHANGES bellow).
- Merchandise must NOT have been WORN, WASHED or ALTERED; and MUST HAVE ORIGINAL HANG TAG ATTACHED. Please try on over underwear for sanitary reasons. Do not remove protective slip. Please be careful of makeup or deodorant rubbing off on the garment.
- Any merchandise returned missing hang tags; in a dirty, worn or poor condition; or without any Return Authorization cannot be refunded. It is then up to the customer to arrange shipping if they would like the item sent back to them.
WE OFFER FREE RETURNS - U.S.A. Only
- We offer FREE RETURNS (from USA) for online store credit. We also take care of returns for a refund to your original method of payment (ie. credit card) and will require a handling and processing fee of $5.99 which will be deducted from the amount refunded to you. Original shipping charges are non-refundable.
- If you would like to return an item, please email firstname.lastname@example.org, quoting your order #, within thirty (15) days from the date of receiving your order, so we can issue a Return Authorization # and a UPS return shipping label. Please follow return instructions and do not send back without receiving shipping instructions.
- Returns cannot be processed over the phone
INTERNATIONAL RETURNS (CANADA)
International customers are responsible for return shipping and shipping fees (including taxes and duties). Once we receive your return, we will process your refund for all eligible, inspected and approved items.
- Send an email with the order number to email@example.com to request a refund.
Ship eligible item(s) to:
633 West 5th Street Suite 2800
Los Angeles, CA 90071
- We DO offer size exchanges for the same style and color, as long as the item is in stock. Please contact firstname.lastname@example.org, quoting your order number to process an exchange.
- We do NOT accept exchanges for a different style. If you would like to order a different style or color, please process a return and place a new order for your desired item.
To make a return or exchange, follow these steps:
- Please contact email@example.com, quoting your order number, within fifteen (15) days from the date of receiving your order, so we can issue a Return Authorization number and a USPS return shipping label.
- Package your item(s) for return in the box it was delivered in.
- Adhere the USPS return shipping label to the outside of the package.
- Drop the package off at your nearest USPS drop box.
- Once we receive your return, we will process your refund for all eligible, inspected and approved items.
- Returns cannot be processed over the phone.
REFUNDS AND PROCESSING
- We will send you an email when your return package is delivered back to us.
- Please note, returns take about 3-10 business days to process upon reaching our facility.
- Once your return is processed and your refund is issued, you will receive a refund confirmation email.
- Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.
- For any items returned outside the 15-days window, refunds are no longer applicable.
- Orders are processed within a few hours of receipt. If you need to cancel or change an order, you must make any changes within 2 hours of your order time otherwise your order might already be packed and ready to ship or already in transit.
- Once your return has been received and it complies with our returns policy, we will refund you by your original payment. Original shipping charges are non-refundable.
- Free 2-Days Shipping when you spend $150 or more.
- Please allow 1-2 business days for processing at our fulfillment center before your order is shipped.
- Orders placed after 2pm Friday PST will start processing the following Monday.
- Delivery times are provided as guidelines and are subject to change at any time.
- Method and Delivery estimate:
- Standard Shipping - Estimated Delivery in 5-8 Days
- USPS Priority Mail - 2 Business Days
- USPS Priority Mail Express - 1 Business Day
- Flat Rates:
- Standard Shipping - $7.00
- 2-Days Shipping - $12.00
- We cannot ship to P.O. Boxes, APO or AE addresses.
- Please, check ATIVE return policy above if you wish to change an order after it has been shipped. Once shipped, we are unable to reroute deliveries.
- ATIVE is not responsible if the customer provides an incorrect or incomplete shipping address.
INTERNATIONAL SHIPPING (CANADA ONLY)
We currently offer international shipping via USPS. All international orders are shipped for a flat rate. Please see shipping guidelines below:
- Select Standard Shipping (CANADA) at the checkout.
- Standard Shipping (CANADA) - Flat rate $26.00 (6-10 Days)
- Questions? Contact us at firstname.lastname@example.org