Customer Service

Customer Service

CUSTOMER EXPERIENCE

We strive for excellence in everything we do at Defined Athletics. If we can do anything to provide you with a better experience, please share it with us via the feedback link below!

FREQUENTLY ASKED QUESTIONS

How do I know if my order was received?

Once your order has been placed and processed, you will receive an email or emails from Defined Athletics confirming your order, shipping address and tracking number (when it becomes available).

Order Confirmation

This email will confirm that we have received and are processing your order. You should keep this email for your records, as it will contain important information, should you desire to track, change, or return an item or items.

Shipment Confirmation

This email confirms that your order has been fulfilled and is ready to be shipped. It will contain important information about the shipping address, delivery method and carrier, and tracking information so you can follow your order from our factories to your doorstep. If you placed multiple orders, or your items are coming from different locations, you may receive more than one shipment confirmation email at different times.

What is the status of my refund?

We work hard to process your refund as soon as possible. However, in some cases, refunds may take up to 30 days from the time you ship it back to us. You will receive an email notification when your return has been received and a confirmation of your refund or exchange, when it is processed.

How can I check on the status of my order?

Your order and tracking information is always available via your account at DefinedAthletics.com or by entering your tracking number into the appropriate carrier’s tracking website:

Other carriers may be used from time to time and will be linked to your order confirmation email and can be found in your account at DefinedAthletics.com.

What is your return policy for merchandise purchased at DefinedAthletics.com

Defined Athletics offers free returns for all products purchased on DefinedAthletics.com excluding custom and personalized items, services, and items classified as non-returnable. You may return your purchase within 30 days from receipt for a full refund. If the return falls outside of this period, or the item is worn, damaged, or not in its original packaging, Defined Athletics cannot guarantee that the product refund request will be honored.

Custom and personalized items, such as custom apparel or personalized products are created just for you. That means we cannot accept returns on these items.

Apparel returns can only be accepted if the original label/hang tag has not been removed and is in its original condition.

Defined Athletics strives to provide only the highest quality products. For all purchases made in store or at an event, if you present the original sales receipt, we will gladly exchange the product or issue a refund based on the method of payment. If an original receipt does not accompany the return, a store credit will be issued at the lowest selling price of the returned item.

Services provided by Defined Athletics and its Partners through DefinedAthletics.com are non-returnable and non-refundable as of the date and time of purchase.

All merchandise purchased through a discount promotion (i.e. Buy One Get One Free) will be returned at the value purchased, as indicated by your invoice or purchase receipt. Price adjustments will be made for items not being returned within the promotion.

Will I be able to return merchandise that is over 30 days old?

Regrettably, we are not able to process refunds for items that are over 30 days old.

Can I change my order or exchange it for something else?

In order to ensure you receive your order as soon as possible, we begin processing your order immediately upon receipt. Therefore, we cannot alter or cancel your order once it has been placed and your payment has been processed. However, you can return item(s) you do not want and process a new order for the correct items.

See our Returns and Exchanges Policy to the left for more information.

If you wish to order additional products or services, simply place a new order, or contact our Customer Service Team.

How do I apply my promotional discount to an order?

You will be prompted to enter your promotional discount code during checkout. Upon entering a valid promo code, your order total will be adjusted.

Are there any items that are excluded from promotional discounts?

All custom and personalized items are excluded from eligibility for promotional discounts, unless otherwise noted. We try to provide you the best deal possible and reward our loyal and returning customers. Unless otherwise stated, promotional codes may be applied to any products currently available via the Defined Athletics online store. Promo codes are not valid at retail locations, but coupons indicating validity for a particular location or event will be accepted.

How do I create an account?

Opening a free DefinedAthletics.com account has tons of great benefits, including a personalized shopping experience, access to tons of great resources and services, and even special promotional offers. You can open an account by clicking on the My Account link at the top of the page, or by opting to save your information and create an account at the end of the checkout process.

Why should I open an account at DefinedAthletics.com?

A DefinedAthletics.com account offers a number of exclusive benefits and a more personalized experience on our website that will introduce you to exciting new opportunities. Account holders receive:

  • Access to our newsletter with the latest information about exciting new products and services
  • Create and share your own personal Wish List with your family and friends
  • Exclusive member only offers, promotions and discounts
  • Ability to provide product reviews to help other customers like yourself find the right product and fit for their needs
  • A streamlined shopping experience that will allow you to find what you’re looking for faster, and checkout with ease
  • Look up your Order History
  • Live, detailed order fulfillment and shipping updates from our warehouse to your doorstep

We have recently updated and redesigned our website to provide you with an improved shopping and browsing experience. Previous users on our old website will need to re-register on our new site in order to access all of the aforementioned benefits, and more. We apologize for the inconvenience, but we are confident it will be worth your time!

How do I manage my account?

Managing your account is easy! Simply access the “My Account” link in the top-right corner of your browser. From here, you can:

  • Change and/or save your billing and shipping address
  • Change your login and password information
  • Link your social media accounts to your Defined Athletics account to unlock additional website functionality and easier social sharing of content
  • Update your email address
  • Edit your communication and notification preferences
  • Purchase items on your Wish List or re-order items in your Order History

…and more.

How do I sign up for the newsletter?

Account users have the option to opt-in to our newsletter during the registration process. However, anyone can register for our online newsletter and elect to receive exclusive deals and promotions. To subscribe, simply follow this link: Subscribe to our Newsletter.

Privacy

Rest assured, we value your privacy and will never disclose your sign-up information to any source or company not affiliate with Defined Athletics. You can view more about your information and how it is protected by reading our Privacy Policy.

How do I use the Wish List?

The DefinedAthletics.com website conveniently offers our account holders the ability to save items to view or purchase later. Once you have signed up for an account, you can simply save these items via the “Add to Wish List” option on the product page. You can also move items from your Wish List to your Shopping Cart, or vice-versa. After you have added a product to your Wish List, you may continue shopping or browsing by choosing the “Return to Shopping” option.

How do I measure my shoe size?

To determine your shoe size, we have convenient shoe sizing charts for men and women.

How do I find my shirt and top size?

We use a number of different manufacturers and a variety of fabric compositions, we offer a convenient size chart for each item under the product’s description. You can also read reviews from customers who have purchased that item about the item’s true fit and color to help you decide which size to chose.

The following measurement instructions will help you determine how to correctly measure yourself for accurate comparison with the included size charts on the product pages:

 

Chest

Using a tape measure, measure horizontally around the fullest area of your chest. For most accurate results, take a big deep breath, then exhale approximately halfway for a “normal” fit.


Waist

Using a tape measure, measure horizontally around the narrowest part of your waist.


Hips

Using a tape measure, measure horizontally around the fullest part of your hips.

How do I find my short and pant size?

We use a number of different manufacturers and a variety of fabric compositions, we offer a convenient size chart for each item under the product’s description. You can also read reviews from customers who have purchased that item about the item’s true fit and color to help you decide which size to chose.

The following measurement instructions will help you determine how to correctly measure yourself for accurate comparison with the included size charts on the product pages:

 

Waist

Using a tape measure, measure horizontally around the narrowest part of your waist.


Hips

Using a tape measure, measure horizontally around the fullest part of your hips.


Inseam

Using a tape measure, measure vertically from your crotch to the bottom of your leg or heel.

How can I pay?

We currently accept the following payment methods:

  • Visa
  • MasterCard
  • Discover Card
  • American Express
  • PayPal (U.S. Accounts Only)
  • Defined Athletics Gift Cards
  • Defined Athletics Account Credits
  • Pre-paid gift cards by Visa, MasterCard, and American Express

Please review Defined Athletics’ Privacy Policy for important information about how we process and protect your payment information.

How do I apply my promotional discount to an order?

You will be prompted to enter your promotional discount code during checkout. Upon entering a valid promo code, your order total will be adjusted.

Are there any items that are excluded from promotional discounts?

All custom and personalized items are excluded from eligibility for promotional discounts, unless otherwise noted. We try to provide you the best deal possible and reward our loyal and returning customers. Unless otherwise stated, promotional codes may be applied to any products currently available via the Defined Athletics online store. Promo codes are not valid at retail locations, but coupons indicating validity for a particular location or event will be accepted.

How do I apply my promotional discount to an order?

In order to ensure you receive your order as soon as possible, we begin processing your order immediately upon receipt. Therefore, we cannot alter or cancel your order once it has been placed and your payment has been processed. However, you can return and/or exchange item(s) you do not want upon delivery.

See our Returns and Exchanges Policy above for more information.

If you wish to order additional products or services, simply place a secondary order, or contact our Customer Service Team.

How do I know my personal information is secure on DefinedAthletics.com

We use industry standard encryption known as Secure Socket Layer (SSL) to keep your order information secure. You can learn more about how we protect your information via our Privacy Policy.

How do I know if an item is currently in stock?

Defined Athletics makes every effort to keep your favorite items in stock. However, item availability may change quickly for a number of reasons, particularly during seasonal peak times. However, we strive to provide accurate inventory of all of our products, so you can rest assured that if your cart shows an item is available, we should have it in stock. As an added benefit, items placed in your cart are removed from live inventory for a period of one hour, so you can continue to browse without worrying about losing your claim to a particular item.

How do I know if my order was received?

Once your order has been placed and processed, you will receive an email or emails from Defined Athletics confirming your order, shipping address and tracking number (when it becomes available).

Order Confirmation

This email will confirm that we have received and are processing your order. You should keep this email for your records, as it will contain important information, should you desire to track, change, or return an item or items.

Shipment Confirmation

This email confirms that your order has been fulfilled and is ready to be shipped. It will contain important information about the shipping address, delivery method and carrier, and tracking information so you can follow your order from our factories to your doorstep. If you placed multiple orders, or your items are coming from different locations, you may receive more than one shipment confirmation email at different times.

How do I recover a lost or forgotten order number?

Your order number and tracking information is conveniently emailed to you upon receipt of your order and once the order is fulfilled. You can also access this information and more by logging into your account at DefinedAthletics.com, or by contacting our Customer Service Team. 

How do I receive free shipping?

Defined Athletics offers Free Shipping on all orders over $50. Shipping discounts will automatically be computed for all orders with a subtotal price greater than $50 after any applicable discounts and coupons and will be applied prior to completing your order. Free Shipping is generally the lowest priced shipping rate available for the destination, but customers may elect to upgrade and/or expedite shipping by selecting and purchasing (at full price) an alternate shipping method, when available.

How long will it take for my order to be fulfilled?

Defined Athletics merchandise generally ships within 5-10 business days. Please allow for additional time after the order fulfillment date based on the delivery method time frame chosen during checkout. Once an item is shipped, Defined Athletics does not have the ability to modify, redirect, or expedite shipping. All shipping related inquiries should be addressed to the selected carrier using the tracking number provided upon order fulfillment.

Please allow up to 6 to 8 weeks for fulfillment and delivery of custom orders and personalized items.

Digital and online content is typically available immediately upon completion of the purchase.

How long will it take for my shipment to arrive?

Most items are shipped via UPS within 4-7 business days unless expedited shipping is chosen, but some restrictions apply. Gift cards will be shipped via USPS Media Mail and will generally arrive in 2-8 business days unless upgraded shipping is chosen. Electronic gift cards are delivered within 1-2 business days via email to the intended recipient. P.O. Box and Military APO/FPO items will be shipped via USPS within 3-8 full business days. Business days are Monday – Friday, excluding federal holidays within the United States.

Your order and tracking information is always available via your account at DefinedAthletics.com or by entering your tracking number into the appropriate carrier’s tracking website:

Other carriers may be used from time to time and will be linked to your order confirmation email and can be found in your account at DefinedAthletics.com.

What is your Delivery Policy?

Defined Athletics Delivery Policy

An estimated delivery date is included in a shipping confirmation email once your order has been placed and is ready to ship. However, it is important to note that these dates may vary due to carrier shipping practices, delivery location, and the items you order.

Products may be delivered in separate shipments or from different locations.

We are not able to deliver to P.O. Boxes unless the item is being shipped via USPS. Items shipped via UPS or FedEx to a P.O. Box may be re-routed through USPS and may delay your shippment.

Fulfillment of custom and personalized orders is subject to materials availability.

Orders are typically shipped Monday – Friday. Orders received by 12:00pm EST are generally processed on the same date. Orders received after 12:00pm EST are processed on the next business day.

What is your return policy for merchandise purchased at DefinedAthletics.com

Defined Athletics offers free returns for all products purchased on DefinedAthletics.com excluding custom and personalized items, services, and items classified as non-returnable. You may return your purchase within 30 days from receipt for a full refund. If the return falls outside of this period, or the item is worn, damaged, or not in its original packaging, Defined Athletics cannot guarantee that the product refund request will be honored.

Custom and personalized items, such as custom apparel or personalized products are created just for you. That means we cannot accept returns on these items.

Apparel returns can only be accepted if the original label/hang tag has not been removed and is in its original condition.

Defined Athletics strives to provide only the highest quality products. For all purchases made in store or at an event, if you present the original sales receipt, we will gladly exchange the product or issue a refund based on the method of payment. If an original receipt does not accompany the return, a store credit will be issued at the lowest selling price of the returned item.

Services provided by Defined Athletics and its Partners through DefinedAthletics.com are non-returnable and non-refundable as of the date and time of purchase.

All merchandise purchased through a discount promotion (i.e. Buy One Get One Free) will be returned at the value purchased, as indicated by your invoice or purchase receipt. Price adjustments will be made for items not being returned within the promotion.

What is the status of my refund?

We work hard to process your refund as soon as possible. However, in some cases, refunds may take up to 30 days from the time you ship it back to us. You will receive an email notification when your return has been received and a confirmation of your refund or exchange, when it is processed.

Will I be able to return merchandise that is over 30 days old?

Regrettably, we are not able to process refunds for items that are over 30 days old.

What is your return policy for custom or personalized merchandise?

Custom and personalized merchandise are made specially for you. Therefore, we are not able to accept returns or offer refunds for any reason other than manufacturing defects. If you have questions or concerns about defective merchandise, please contact us.

What is your return and exchange policy for merchandise purchased at an event?

Defined Athletics loves to support our community and from time-to-time will attend or sponsor events. Our normal return policy applies for all products and/or services purchased at an event. Based on item inventory and availability, items purchased at the date and time of the event are also eligible for easy exchanges of sizes for the exact same item.

What is your return policy for merchandise purchased through a retailer?

Defined Athletics is unable to process returns or exchanges for items purchased through a retailer. You are encouraged to return the merchandise where originally purchased.

Can I change my order or exchange it for something else?

In order to ensure you receive your order as soon as possible, we begin processing your order immediately upon receipt. Therefore, we cannot alter or cancel your order once it has been placed and your payment has been processed. However, you can return item(s) you do not want and process a new order for the correct items.

If you wish to order additional products or services, or you received the incorrect item, simply place a new order, or contact our Customer Service Team and we’ll be glad to help!

Where can I find out more about Defined Athletics?

We’re thrilled you’re interested in our company! To find out more about who we are and where we’re going, click here.

How do I contact Defined Athletics?

We offer a number of convenient methods for you to contact us, which can be found on our Contact Us page.

What is your Privacy Policy?

To find out more about how we use and protect your personal information, check out our Privacy Policy.

What is your Privacy Policy?

To find out more about how we use and protect your personal information, check out our Privacy Policy.

What are your Terms and Conditions?

Use of our website and any Defined Athletics content on social media sites is subject to our Terms and Conditions.

How do we share your information?

Except as described in our Privacy Policy, we will not disclose your personal information outside of Defined Athletics without your consent. We may, however, share the personal information we collect about you in limited circumstances, including:

With third-party service providers. For example, we may share your information with third party service providers for purposes including, without limitation, payment and order processing; market research; fraud protection; data analysis; email management; and stocking and shipping services. These service providers have access only to such personal information needed to perform their functions and are contractually obligated to maintain the confidentiality and security of your information.

With other partners. In connection with the distribution of our marketing materials, we may rent, exchange, share with cooperative databases or other partners and/or cross-reference certain information, including customer names, mailing addresses and purchase history information, to our select partners that will enable them to contact you regarding products and services that may be of interest to you. You may opt-out of having your personal information incorporated into these cooperative databases or shared with these other partners by messaging us via our contact page.

How do I opt-out of receiving promotions?

We provide you with opportunities to opt-out of receiving our promotional communications and newsletters. For example, you may opt-out from receiving promotional emails and newsletters by following the “unsubscribe” link at the bottom of the email.

To Opt Out of Promotions direct mail, catalogs send us a message via our contact page.

How do I opt-out of receiving promotional text messages?

If you opt-in to receive promotional text messages on a cell phone, you have the opportunity to opt-out by replying “Cancel” or “Stop” at any time. Your carrier’s standard message and data rates may apply.