GOTIME HELP CENTER

Answers before you order or start a project.

Find answers about team stores, custom apparel, fundraising, swim programs, products, sizing, orders, fulfillment, returns, accounts, and customer support.

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Services • Products • Orders • Fulfillment • Returns • Support

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Jump directly to the answers you need.

Select a category below. Each answer also links to the detailed page or policy when additional information is available.

Getting Started

Stores & Apparel

Fundraising & Swim

Products & Sizing

Orders and Fulfillment

Returns & Support

GETTING STARTED

Understand where to begin.

These questions explain what GoTime offers and what you need before submitting an initial request.

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Questions and answers

GoTime Athletics helps schools, teams, clubs, businesses, nonprofits, and community organizations with online team stores, custom apparel, product-based fundraising, swim-team solutions, and selected retail products.
GoTime Athletics is the public brand operated by GoTime Fitness.

Choose the service that most closely matches your primary goal:
–Team Stores for an organization-specific online store
–Custom Apparel for a coordinated product project or group order
-Fundraising for a product-based fundraising campaign
-Swim Team Solutions for swim apparel, equipment, team stores, event merchandise, or related program needs
Select all applicable services—or Not sure yet—when your project overlaps more than one area.

No. You can begin with your organization, audience, goals, timeline, approximate needs, and any artwork or product ideas you already have.
GoTime will request the appropriate files and clarify product details during follow-up.

No. Submitting a request allows GoTime to review the project and discuss possible next steps. It does not automatically approve a project, authorize production, launch a store, or commit the organization to a purchase.

STORES & CUSTOM PROJECTS

How organization apparel programs work.

Team stores and custom apparel projects can use different ordering and fulfillment structures depending on the organization.

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Questions and answers

A GoTime team store is an organization-specific online storefront containing approved products, ordering information, important dates, secure checkout, fulfillment details, and store-specific support.
Customers reach the store through their organization’s link or the Browse Stores directory.

Many GoTime team stores are designed to reduce or eliminate the need for an organization to purchase large quantities of inventory upfront.
Product minimums, setup requirements, supplier requirements, or other commitments may still apply and will be explained before approval.

Timing depends on the project scope, product selection, supplier availability, artwork readiness, approvals, quantities, production requirements, and fulfillment plan.
After reviewing the request, GoTime will provide realistic next steps and timing expectations. A specific launch or completion date is not guaranteed until it is approved in writing.

Yes. Some projects are better suited to a direct group order, written quote, event order, staff order, or another approved process.
GoTime will recommend an online store or direct-order structure based on the audience, products, quantities, timeline, payment needs, and fulfillment plan.

Personalization may be available for selected products and stores.
Customers are responsible for reviewing spelling, numbers, capitalization, size, and other entered details before checkout. Personalized products are generally final sale except when GoTime produced the personalization incorrectly or the item has a verified covered defect.

FUNDRAISING & SWIM PROGRAMS

Programs build around organization goals.

Fundraising and swim-team requests receive their own planning process because products, participants, timing, and fulfillment vary.

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Questions and answers

GoTime and the organization first agree on the products, campaign dates, pricing, artwork, ordering process, fundraising calculation, promotion responsibilities, fulfillment plan, and closeout terms.
After approval, supporters order through the campaign store according to the published terms.

GoTime does not guarantee a particular sales total or fundraising amount.
Results depend on participation, promotion, audience size, products, pricing, campaign length, cancellations, returns, and other factors. The organization is generally responsible for sharing and promoting the campaign unless a different arrangement is approved.

Depending on the program, GoTime may help coordinate:
-Team stores
-Team apparel and spirit wear
-Training equipment and swim essentials
-Coach and staff products
-Meet and event merchandise
-Product-based fundraising
Recommendations are based on the program’s swimmers, coaches, budget, season, product availability, and fulfillment needs.

Yes, when the products are appropriate and available. GoTime may recommend Movement and other independent swim brands based on product fit, intended use, price, availability, and the needs of the program.
Movement is a separate independent swim brand carried by GoTime Athletics. It is not presented as a GoTime Athletics-owned product line.

Products & SIZING

Choose products and options carefully.

Product availability, measurements, fit, colors, and materials can differ by brand and style.

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Questions and answers

Use the sizing information for the exact product and brand being purchased. Take current measurements and compare them with the product-specific guide.
Do not assume the same labeled size fits identically across brands, garment styles, swimwear, uniforms, fins, or other products.

No. A chart is a decision aid rather than a guarantee.
Body proportions, fit preferences, fabric, garment construction, stretch, intended layering, and manufacturing tolerances can affect the final fit. Review the applicable return or exchange terms before ordering.

No. Availability can change according to supplier inventory, season, product minimums, production requirements, organization approval, and other factors.
Only the options displayed and available for selection on the product page can be ordered at that time.

Screen settings, lighting, photography, supplier variation, dye lots, materials, and production processes can affect how a color appears.
GoTime makes reasonable efforts to present products accurately but cannot guarantee that every display represents the physical color identically.

GoTime may remove or cancel the affected item, issue the applicable refund, or contact the customer or organization about a reasonable alternative.
A material substitution will not be made without communication when approval is reasonably required.

ORDERS & FULFILLMENT

Understand what happens after checkout.

Account tools, order status, taxes, pickup, shipping, and team distribution depend on the specific transaction.

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Questions and answers

No. GoTime permits guest checkout for most purchases.
Creating an account is optional and can make it easier to review account orders, manage addresses, and update account details. Guest orders can be reviewed through the Track an Order page using the order number and billing email.

The payment methods available for a transaction are displayed during checkout.
GoTime currently uses Stripe for card-payment processing. Do not send complete payment-card numbers through a form or email.

Only the methods shown for the product and at checkout are available for that order. Depending on the store and product, this may include:
-Standard shipping
-Organization-coordinated pickup
-Team or organization distribution
-Another approved arrangement
Not every product qualifies for every method.

Use the pickup location and instructions displayed for the applicable organization store and at checkout.
Wait until the ready-for-pickup notice arrives before going to the location. GoTime holds a completed pickup order for 30 calendar days after that notice unless a different written arrangement is approved.

GoTime transfers the applicable orders according to the approved organization plan, and customers follow that store’s distribution instructions.
Report a missing, incorrect, damaged, or defective item as soon as possible and no later than 10 calendar days after the organization’s distribution date.

Applicable tax is displayed during checkout.
New Mexico Gross Receipts Tax may vary according to the delivery or pickup location. The product subtotal, fulfillment charge, tax, and final total should be reviewed before placing the order.

returns & customer support

Get help with an existing purchase.

Return eligibility depends on the product, condition, timing, customization, and reason for the request.

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Questions and answers

Contact GoTime immediately.
A change or cancellation may be approved only before supplier ordering, artwork finalization, decoration, personalization, production, or fulfillment begins. Submitting a request does not guarantee that the order can be changed or cancelled.

Eligible general-retail products may be returned within 30 calendar days after delivery or pickup when they remain unused, unworn, unwashed, unaltered, and otherwise meet the published return requirements.
Organization-branded, decorated, custom, made-to-order, event-specific, and personalized products are generally final sale except for a confirmed GoTime error, damage, covered defect, or written exception.

A flat $10 restocking fee applies per approved non-defective return request—not per item.
The fee does not apply to confirmed GoTime errors, covered defects, covered damage, incorrect products, or incorrect personalization produced by GoTime.
After an approved return is received and inspected, GoTime generally initiates the refund within 5–7 business days. A bank or card issuer may take an additional 5–10 business days to display the credit.

Contact GoTime within seven calendar days after delivery or pickup. For team distribution, contact GoTime no later than 10 calendar days after distribution.
Include the order number, organization or store name, product, selected size or option, explanation of the issue, and clear photos when requested.

Use the Contact page or email service@gotimefitness.org.
Include the order number, billing email, organization or store name, product, and a concise explanation whenever they apply.
Never send a password, complete payment-card number, Social Security number, or similar highly sensitive information through a form or email.

STILL NEED HELP?

Not seeing your question?

Send GoTime the details and choose the request type that best matches your question. Include an order number and organization or store name whenever they apply.

Contact GoTime Athletics Track an Order

Order number • Organization or store • Product • Helpful details