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Returns and Exchanges

Return and Exchange Policy

Online Policy

Returns and exchanges are available on all orders within 30 days of purchase. All returns and exchange must be new, unused and contain all original packaging, accessories and tags. Customers are responsible for return shipping charges. In the event of an exchange request, shipping charges will be covered to get the exchanged product back to you. Online purchase may be returned or exchanged using the above form.

In-Store Policy

Returns are available for exchange/store credit only. No cash refunds/credit back to credit cards. A receipt dated within 30 days is required for all returns and exchanges. All returns and exchanges must be new, unused and contain all original packaging, accessories and tags. Merchandise purchased in one of our Retail Locations must be returned or exchanged at the same location.

Shipping and Handling

We DO NOT accept C.O.D.'s on return items. Customers are responsible for return shipping charges. For your protection, we suggest you return your merchandise via UPS or insured Parcel Post. Thank you for your support. Call: 800-588-3911 or e-mail our Returns Department


  • All items must be unworn and include the original packaging/tags.
  • Clothing/Shoes/Accessories must be clean, unworn and unwashed with all tags attached in original box/packaging- no pet hair, no human hair, no smoke smell.
  • Once clothing/shoes/accessories has been worn and/or washed it cannot be returned or exchanged.


  • Shoes must not be worn and must include the original undamaged packaging - ACTIVE recommendation - try your new shoes on inside on the carpet - this will help keep your new shoes clean and returnable
  • If you plan to return your shoes do not wear them after trying them on
  • Shoeboxes must not have tape or any other shipping labels on them - use the box the shoes were shipped in to return shoes
  • Once shoes have been worn they cannot be returned or exchanged

Skate/Snow Decks and Hardware

  • All decks must be un-skated and in like-new condition
  • No deck is completely guaranteed
  • Once a deck has been assembled, it or its parts cannot be returned or exchanged
  • ACTIVE does not replace broken decks or decks with pressure cracks
  • ACTIVE Mailorder is not responsible for actual deck color and/or dimensions
  • All deck returns are dealt with the manufacturer and are subject to their discretion


  • Videos must be unopened and in original packaging

Defective Merchandise

ACTIVE does not guarantee the exchange or credit for a defective item. If you believe your product is defective please bring it back to our store for evaluation.

Price Adjustments

ACTIVE does not offer any price adjustments/cash returns on any prior purchases.

Gift Cards

  • Gift cards should be treated the same as cash. ACTIVE is not responsible for lost or stolen gift cards, and if a gift card is lost or stolen, ACTIVE cannot honor the value of that card.
  • Customer must have possession of gift card to redeem gift card.


All sales final on swimwear.


All sales final on clearance/discontinued items.