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Online Store Returns

Returns

We work hard to provide the ultimate community with the highest quality gear. We check every order for errors before it is sent, but to assure that we haven’t missed anything, please examine your gear for any errors as soon as it arrives.
If your gear arrives and you notice any quality issues, product errors, or order mistakes, let us know within 10 business days of delivery.

Email store@fiveultimate.com to alert us of any issue. If it is our fault, we will take full responsibility, replace your goods, and provide a return shipping label for an exchange. If we made an error, but no exchange is requested (settling with a refund or store credit), the customer will pay for return shipping. If the user made a mistake and ordered the wrong size or item and wants a refund or exchange, the customer will pay for shipping. If Five Ultimate is replacing an order we will produce it as quickly as possible and ship all replacements via FedEx ground or USPS first class mail.

After gear has been opened and distributed, the clarity and communication of any error, defects, or misprints is significantly reduced. Thus, we have a 10 business day deadline for reporting any quality issues with your order. If a Five representative isn’t alerted within 10 business days of receipt of the gear, Five Ultimate we may not be able to refund or replace your items. 

If an order that needs replacement was shipped within the US and taken outside of the country by a third party, Five Ultimate will ship the replacement gear anywhere inside the US. It is the responsibility of the buyer to find another international courier. People come in all shapes and sizes, so make sure you are ordering the right size. Sizing issues are not considered manufacturing defects so please review our sizing chart. Any customized Five Ultimate gear is nonrefundable and not returnable.

Incase you didn't read any of this and want to jump to that thing you're looking for specifically, we broke it down below:

Refunds (if applicable)

Once your return is received and inspected, we will send an email to notify you that we have received your returned item. Your refund will be processed and a credit will automatically be applied to your original method of payment within 3 days. You will be refunded the original purchase price of the item(s) less any shipping fees.

Exchanges (if applicable)

We will replace items if they are defective or damaged. If you'd like to process an exchange based on preference, email us at store@fiveultimate.com to discuss the details of the exchange. Be sure to include a note including your original order number, details of exchange, and any shipping changes in the package. Return shipping on exchanges based on preference are the responsibility of the customer. 

Exchanges must be received by Five Ultimate within 60 days of your original purchase.

Custom items (if applicable)

All custom items are considered final sale and are not eligible for return or exchange unless there is a known defect. This includes several on-demand print items from various collections.

Gifts (if applicable)

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card code will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, refund and notification will be sent to the original purchaser.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company or bank as it may take some time before your refund is officially posted. 

If you’ve done this and you still have not received your refund, please contact us at store@fiveultimate.com.

 

Shipping

To return or exchange your product, you should first email store@fiveultimate.com to receive return authorization. Then, ship your products to the address below. Be sure to include a memo that states your original order number, instructions on return or exchange, and any changes in your current shipping address. 

Five Ultimate.
5 E Brookland Park Blvd.
Richmond, VA 23222

Buyer will be responsible for paying shipping costs on returns. Original and return shipping costs are non-refundable. 

Depending on availability and your geography, the time it may take for your exchanged product to reach you may vary.

Consider using a trackable shipping service or purchasing shipping insurance.  We cannot guarantee third-party shipping and receipt of your item.