Refund & Returns Policy

Last updated: July 26, 2026

Introduction

GoTime Athletics is operated by GoTime Fitness. In this policy, “GoTime,” “we,” “us,” and “our” refer to GoTime Fitness in its operation of the GoTime Athletics website, online stores, products, and customer-service systems.

This policy applies to products purchased through GoTime Athletics unless a product page, organization store, written quote, or approved agreement provides different terms. Store-specific terms take precedence when they are clearly disclosed before purchase.

This policy does not limit any rights or remedies that cannot legally be waived.

1. Contact GoTime before returning an item

Before mailing or delivering a return, contact GoTime at service@gotimefitness.org and include:

• Your name
• Order number
• Billing email
• Organization or store name
• Product name and selected size or option
• Reason for the return
• Photos when the item is damaged, defective, incorrect, or otherwise has a product issue

Do not send a product back until GoTime confirms that the return is authorized and provides instructions.

2. General retail returns

Eligible general-retail products may be returned within 30 calendar days after delivery or pickup.

To qualify, the product must generally be:

• Unused
• Unworn
• Unwashed
• Unaltered
• Free from odors, stains, pet hair, and damage
• Returned with original tags and packaging when applicable
• Accompanied by an order number or other verifiable proof of purchase

GoTime may decline a return that does not meet these requirements.

3. Team-branded, custom, and decorated products

Organization-branded, team-branded, custom-decorated, made-to-order, event-specific, and limited-order-window products are generally final sale.

These products may qualify for a remedy when:

• GoTime supplied the wrong item.
• The product arrived damaged.
• The product has a verified manufacturing or decoration defect.
• The completed product materially differs from the approved order.
• GoTime provides written approval for another exception.

Selecting the wrong size, missing a store deadline, changing teams, or deciding that an approved custom product is no longer wanted does not automatically make the item returnable.

4. Personalized products

Products containing a customer-selected name, number, title, or other personalization are final sale unless:

• GoTime produced the personalization differently from the submitted and approved information.
• The product has a verified defect or arrived damaged.
• GoTime provides written approval for an exception.

Customers are responsible for reviewing spelling, numbers, capitalization, and other entered personalization before completing checkout.

5. Wrong, damaged, or defective products

Contact GoTime within 7 calendar days after delivery or pickup when:

• The wrong product was received.
• The wrong size or variation was supplied.
• The order arrived damaged.
• The product appears defective.
• GoTime produced the design or personalization incorrectly.

Include clear photos of the product, packaging, shipping label, and issue when requested.

When GoTime confirms an error, damage claim, or covered defect, GoTime may provide an appropriate replacement, correction, refund, account credit, or other remedy based on the circumstances and product availability.

6. Team or organization distribution issues

For products delivered through a team or organization representative, contact GoTime as soon as possible and no later than 10 calendar days after the organization’s distribution date.

Include the organization name, order number, product information, and explanation of the issue.

Customers should not return products to a coach, school, club, or distribution location unless GoTime or the organization provides specific written instructions.

7. Order changes and cancellations

Contact GoTime immediately when requesting a change or cancellation.

A change or cancellation may be approved only before applicable supplier ordering, artwork finalization, decoration, personalization, production, or fulfillment has begun.

Once one of those stages has started, GoTime may be unable to change or cancel the order. Custom, decorated, personalized, and team-store orders may become noncancelable before the public store deadline when production preparation has already begun.

Submitting a request does not guarantee that the change or cancellation can be completed.

8. Exchanges

Eligible general-retail products may qualify for a size exchange during the 30-day return period when:

• The product remains in eligible return condition.
• The requested replacement is available.
• The original product is returned as instructed.

Exchanges for team-branded, decorated, made-to-order, and custom products are not guaranteed. GoTime may consider an exchange when unused replacement inventory is available, but approval is determined case by case.

9. Restocking fee

A flat $10 restocking fee applies to each approved non-defective return request.

The fee is charged per approved return request, not per item.

The restocking fee does not apply when:

• GoTime sent the wrong product.
• The product arrived damaged.
• The product has a verified covered defect.
• GoTime produced personalization incorrectly.
• GoTime cancels the order.
• The return is required because of a confirmed GoTime fulfillment error.

10. Return shipping

Customers are responsible for return-shipping costs for approved preference-based returns, including eligible size or color changes.

GoTime will pay, reimburse, or otherwise arrange reasonable return shipping when the return results from a confirmed GoTime error, covered damage, wrong item, or covered defect.

Original shipping charges are generally nonrefundable unless:

• GoTime made the fulfillment error.
• The complete order was cancelled before shipment.
• Applicable law requires otherwise.

11. Authorized return address

Authorized returns should be sent only after GoTime provides return approval and instructions.

The current return mailing address is:

GoTime Fitness
1210 Confection Ct
Rio Rancho, NM 87124

This return address is not automatically a public pickup location. Do not bring a return to a team pickup or distribution location unless GoTime provides written instructions.

12. Refund processing

After an approved return is received, GoTime will inspect it and generally initiate an approved refund within 5–7 business days.

Approved refunds are returned to the original payment method unless another arrangement is legally required or approved in writing.

After GoTime issues a card refund, the customer’s bank or card issuer may take an additional 5–10 business days to display the credit. The exact posting time is controlled by the financial institution, not GoTime.

When a refund does not appear after that period, contact GoTime with the order number so the transaction can be reviewed.

13. Partial refunds and deductions

An approved refund may be reduced by:

• The applicable $10 restocking fee
• Nonrefundable original shipping charges
• Missing components or packaging
• Damage caused after delivery
• Other amounts clearly authorized by this policy or agreed to in writing

GoTime will not charge a restocking fee for a confirmed GoTime error, covered defect, or covered shipping damage.

14. Unclaimed pickup orders

GoTime will hold a completed pickup order for 30 calendar days after the ready-for-pickup notice.

GoTime may send reminder notices during that period. Customers who cannot collect the order should contact GoTime before the 30-day period ends to request an alternative arrangement.

Custom, decorated, team-branded, and personalized products do not automatically become refundable because they were not collected.

After the holding period, contact GoTime to determine whether another pickup, delivery, or disposition arrangement is available. Additional shipping or handling charges may apply.

15. Contact

Questions about a return, exchange, defect, incorrect item, or refund should be sent to:

service@gotimefitness.org

Include the order number and organization or store name whenever possible.