Return policy

At palmbayortho.com, we want you to love how your clothing fits and feels. If an item isn’t right for you — whether it’s the wrong size, fabric, or style — we offer a flexible return policy to make things easy:​
4.1 Eligibility Requirements​
To qualify for a return or refund, items must meet these criteria:​
  • Returned within 60 days of the delivery date (we extend the window for clothing to give you time to try on and test the fit/wash).​
  • In original condition: Unworn, unwashed, and unaltered (no cuts, ，or removed tags). All original packaging (e.g., garment bags, size tags, care labels) must be intact. We can’t accept items with signs of use (e.g., stains, pilling, stretched fabric) or damage from improper care (e.g., shrinking from hot water washes).​
  • Exceptions: Final sale items (marked “Final Sale” on the product page, typically clearance or limited-edition pieces) are non-returnable. Custom items (e.g., monogrammed hoodies) are non-returnable unless they’re defective.​
4.2 How to Start a Return​
Follow these steps to initiate a return:​
  1. Request Return Authorization (RA): Email us at gutone@crossvic.com with “Return Request” in the subject line. Include your order number, product name/SKU, and reason for returning (e.g., “too small,” “fabric not as expected,” “defective stitching”). For defective items, attach 2-3 photos of the issue (e.g., a torn seam, missing button).​
  1. Receive RA Confirmation: Within 2 business days, we’ll email you an RA number, a pre-paid shipping label (for defective items), and our return warehouse address (in Florida). Do not ship items without an RA number — unauthorized returns will be rejected or delayed.​
  1. Package the Item: Fold the clothing neatly and place it in its original garment bag (or a clean, sturdy box). Include a copy of your order confirmation (or a note with your RA number and name) inside the package. Write your RA number on the outside of the box to ensure proper processing.​
  1. Ship It Back: Drop off the package at the carrier specified in your RA email (USPS for standard returns, UPS for expedited). For non-defective items, you’ll cover return shipping costs (we recommend using a trackable method — we aren’t responsible for lost or stolen packages).​
4.3 Refund & Exchange Process​
  • Refunds: Once we receive and inspect your return (3-5 business days after delivery to our warehouse), we’ll approve or deny it. Approved refunds are issued to your original payment method within 5-7 business days. Note: It may take 1-2 weeks for the refund to appear in your account, depending on your bank or credit card issuer’s processing times.​
  • Exchanges: We offer free exchanges for size, color, or style (if the desired item is in stock). To exchange, note your preferred replacement (e.g., “exchange size M shirt for size L in navy”) in your RA request. We’ll ship the new item once we receive and approve your return — no extra shipping fees for exchanges.​
  • Defective Items: If your clothing is defective (e.g., broken zipper, faulty stitching), we’ll cover return shipping and send a replacement (if available) or issue a full refund (including your original shipping cost). If a replacement is out of stock, you can choose a store credit (with a 15% bonus!) or a full refund.​
4.4 Special Cases​
  • Gift Returns: If you received clothing as a gift, you can return it for store credit (we’ll need the order number from the gift giver). Store credit never expires and can be used on any future purchase.​
  • Wash & Wear Issues: If clothing shrinks, fades, or pills after the first wash (when following our care instructions), contact us within 14 days of washing — we’ll offer a refund or exchange.​
  • Late Returns: Items returned after 60 days may be eligible for store credit (at our discretion) but not a full refund. We reserve the right to reject returns that are excessively late or in poor condition.