Returns and Exchange Policy
Items that are labelled, personalized, or customized in any way are not eligible for return or exchange. Certain items are not eligible for return or exchange as well (as noted on these items site descriptions). You can return or exchange all other unworn, unwashed or defective merchandise within seven days of receipt. We will not accept any returns or exchanges after seven days.
We will provide only store credit for returns made without an exchange. The store credit will be applied to your account once the items are received.
For exchanges, we will apply a credit to your original payment method once the exchange items are received. If your original payment method was by cash or check, we will issue you store credit for both returns and exchanges.
Return and Exchange Process
Please call or email our customer service department to start the return or exchange process. You can also use our exchange form to make an exchange. During the exchange process a new order will be placed for your new items and full charges for the items and shipping will be applied. We will provide you with a pre-paid, pre-addressed label to ship back the return or exchange items as well as a Return Merchandise Authorization number.
If possible, please place these items in their original packaging. Make sure to include the RMA form in the shipping box and affix the shipping label to your package. You can then drop your package in a mailbox, give it to your postal carrier, schedule a free carrier pickup, or take it to any authorized USPS facility.
The shipping label must be used within three days of its creation. After that we will not be responsible to provide you with a new label and you must provide your own form of shipment. Unfortunately, we will not provide pre-paid labels for international orders.
If you receive a damaged, defective, or incorrect item, please call us and we will help you return or exchange the item.
Cancellations and Order Changes
All orders will be processed two days after they are placed on business days only. If you need to make an adjustment to an order, please make sure to contact us before these times. You will have until the end of the day after your order was placed to make changes. We can not allow for any changes to be made to orders after they have been processed.
PaymentOrders will not be processed until they are paid in full. If a credit card payment is declined or a payment option is missing the order will be placed on a pending hold. We can not guarantee that all items on pending orders will be fulfilled. Every credit card and debit card is initially authorized (not charged) when an order is placed. This authorization ensures the funds for the order are available. Your credit card or debit card is then charged for an order once we process your order and start fulfilling it. If you have trouble checking out due to payment or site issues please select the payment option "Admin" and we will contact you for payment directly.
We are required to collect sales tax for deliveries to New York state and New Jersey. The tax rate applied to your order will generally be the combined state and local rate for the address to which your order is shipped. We are required to collect tax on shipping charges as well. New York City members are exempt from both state and local tax charges on clothing and accessories less than $110. All other cities of New York are exempt from only the state tax on items less than $110 and must still pay the local tax rate. Please let us know if you feel there is an issue with your tax charge and we will be happy to review and adjust where needed.
Please review your order confirmation after placing an order at our Roadshow. We are not responsible for any errors to orders placed at a Roadshow.
Please read over each item’s individual product page to gather all the sizing information given for our products. Most of our products will fit true to your normal sizing. The best way to ensure that all your items are sized correctly is to attend one of our Roadshows. If you are unable to attend a Roadshow to try our items on, we will be happy to assist you in choosing the right product and size to the best of our ability. Please contact a customer service representative to do so.
All items that include customization are not eligible for return or exchange. Please make sure to check over your order confirmation for any spelling or other input mistakes, as we cannot make any changes to customized items after processing your order.
We are also unable to add any customization to an item after your order has been processed. We will not take any items that have been shipped back for additional customization as well. Customized items will ship separately from the rest of your order and may come in multiple shipments.
The prices for our Athletic Camper line apparel and accessories include multiple personalizations. These items are fully custom made and are not eligible for return or exchange. Even if you do not add custom options to these items they are still not eligible for return or exchange. All Athletic Camper items will ship together in a separate shipment from the rest of your order according to the timeframes posted on the individual product pages.
We do not automatically add labeling to your order. You must add your desired labeling products to your cart to have labeling applied to your order. For sew-in labeling, you must also select that you would like us to sew in the labels for you.
We no longer are offering the option to have labels sewn into your order for every camp. You may choose to sew in the labels yourself or you can bring your order and the pack of labels to one of our partnering locations. Our partnering locations are offering to sew in your labels for special discounted rates. In addition, we also encourage you to utilize the many other types of labeling options we offer.
If sew-in labeling is available for your camp, remember you can only have one sew-in labeling option per order. If you have multiple children with items that require sew-in labeling, you must place separate orders for each child. Items that are customized or that ship separately (as noted on site) will not be included in the sew-in labeling process. All items that include sew-in labeling are not eligible for return or exchange.
Please make sure to check over your confirmation for any spelling mistakes, as we cannot make any changes to labeling products after processing your order. We are also unable to add labeling to an order after it has been processed.
The sew-in labeling process will add an additional 3-4 weeks to your order so please make sure to plan accordingly to ensure you receive your items on time.
Most orders are made-to-order and are produced specially according to our customer’s specifications. This means that orders will take time to produce. Orders placed during our Roadshow period (January to April) will take between 6-8 weeks to produce, ship, and receive. Orders placed in May will take between 3-4 weeks to produce, ship, and receive. Orders placed after May will take less than a week to receive. The sew-in labeling process will add 3-4 weeks to your order. This is a general timeframe, as many orders placed before June 1st and at our Roadshows will take much shorter than the allotted time.
We guarantee that all orders will be received before the start of camp or the pick up of your camp trunks. If you are ordering items that we keep in inventory and all items are in stock you may receive your order in 2-3 days from placement. We can not use personal UPS, FedEx or other shipping accounts to ship your order. We also do not allow for personal pick-up of your order.
Customized items will ship separately from the rest of your order and may come in multiple shipments. Please refer to the individual product pages for which items will ship separately from the rest of your order.
Our shipping rates are an industry standard and include both shipping and handling services for a multitude of different items and services. Please let us know if you feel there is an issue with your shipping charge and we will be happy to review and adjust where needed.
Contact Customer Service
Customer Service representatives will be available through our support feature Monday through Friday from 10AM - 5PM. After this time, any request left will be answered within the next business day.