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Returns and Exchanges

Return and Exchange Policy

Download the Return Form

Online Policy

Online purchases may be returned or exchanged, through our warehouse, using the above form. 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. Items may also be returned to a store location for exchange or Active gift card only. A packing slip is required for online returns in store. All sales are final on underwear/swimwear/clearance/discontinued items.

In-Store Policy

A receipt dated within 30 days is required for all returns for a full refund. 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 one of our Retail Locations. Online orders can be returned to a store location for exchange or Active gift card only. A packing slip is required for online returns in store. All sales are final on underwear/swimwear/clearance/discontinued items. A valid Active Card/Photo ID is required on all returns.

With a receipt: items purchased at Active are eligible for exchange or refund of the purchase price on the original method of payment. Some rules apply. Please see below.

With a gift receipt: items purchased at Active are eligible for exchange or refund at the gift receipt price in the form of an Active gift card. Some rules apply. Please see below.

Without a receipt: Items purchased at Active are eligible for exchange or refund at the item’s lowest selling price within the last 30 days issued in the form of an Active gift card. Some rules apply. Please see below.

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.

Clothing/Shoes/Accessories

  • 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

  • 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

  • Videos must be unopened and in original packaging

Defective Merchandise

  • We stand by our Active product, if your item has a manufacturing defect in its materials or workmanship, you can return it at any time, this guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidents.
  • Refer to manufacturer warranty for all other defective merchandise.

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.

Swimwear

All sales final on swimwear.

Clearance

All sales final on clearance/discontinued items.