FAQ
RETURN / EXCHANGE POLICY
We accept unworn, unused items purchased exclusively from shop.auprosports.com within 30 days from the date of purchase. Any product considered worn may not qualify for a refund or exchange.
Please note that shipping and handling are not refundable.
Our return policy does not apply to items marked SALE, select print on demand items, or customizable products. However, all non returnable merchandise will be clearly marked on product pages for reference.
All returns and exchanges must be in new, unused condition with the original tags and / or stickers attached.
If an item is defective or was shipped in error, please contact our customer service team.
Need help with a return?
Please contact us at shop@auprosports.com
CUSTOMER SERVICE
Our team is available Monday - Friday 10 am to 4pm PST answering any questions or emails that come their way.
Please contact shop@auprosports.com for all inquiries.
*During high volume time frames please note that it could take up to 48 hours for a response.
Below are a few frequently asked questions for reference:
FAQ’S
ORDER INQUIRIES
When will I receive my order?
Several items within the shop are custom made, on demand just for you. We ask for 2-4 business days to produce and process your order. Occasionally we will offer products as pre-orders. Pre-orders are indicated in the product description and will ship according to the time to produce after the pre-order window is complete.
Once your order is shipped, delivery time will be determined by the method you chose:
- Standard Flat Rate: 5-8 business days
- Ground: 3-5 business days
- Air: 1-3 business days
- Flat Rate International: 12-15 business days
Delivery times are estimated and subject to change based on carrier.
Circumstances beyond the carriers’ control do not allow for a refund.
What is the status of my order?
When your order is placed you should receive an order confirmation via email or SMS, depending on which contact info you entered at checkout. If you didn’t receive a confirmation, please contact us at shop@auprosports.com. Once your order ships, you will receive a shipping confirmation email with tracking information.
Can I combine orders?
Unfortunately we cannot combine orders, they are individually processed as soon as they are placed.
Can I change or cancel my order?
We process orders very quickly in order to ensure the fastest delivery possible. If your order has not started processing, we will do our best to accommodate all requests including size changes, address changes or order cancellations. Once your order has been processed, we cannot make any changes.
Please check all information very carefully before placing your order. If you discover a mistake with your address, please contact us ASAP and include the correct address in your email to us.
Do items ship separately?
Yes, our shop does ship items from multiple facilities. Because of this you may receive your order in separate shipments and on different days. Tracking will be provided from each location.
Do you ship to APO/FPO addresses?
We do! When shipping to an APO please make sure to include the complete APO address and select USA as the country. Please note that all packages addressed to APO & FPO addresses require shipping via the United States Postal Service. Packages, at times, cannot be tracked with USPS. Therefore Athletes Unlimited cannot guarantee delivery and will not accept liability for lost, stolen, or damaged goods.
INTERNATIONAL INQUIRIES
Please double check your shipping address for accuracy prior to placing your order. We use FedEx and DHL as our international shipping providers. They hand shipments off to the country’s postal provider once the shipment has cleared customs. In some countries additional tracking info is not available once handed off to local carriers.
If your order is delayed it may be held in customs for processing and take up to six weeks to arrive. Any unclaimed packages will be returned to the manufacturer and not eligible for reshipment or refund. We recommend contacting your local customs officials for assistance.
Are there additional shipping costs for International orders?
Shipping charges do not include any import tax, duties, or customs and clearance fees which may be levied once your shipment reaches your country. We are not responsible for these fees and are unable to supply estimated duties and taxes, as this information varies by country.
As the Importer of Record, you are responsible for any of these charges or others imposed by your country and you must comply with all laws and regulations of the country in which you are receiving the goods. Contact your local customs office for information on what these charges may be.
PRODUCT INQUIRIES
What are your instructions for washing & care of apparel?
All of our garments are pre shrunk. We recommend turning items inside out (to protect the graphic or design), machine wash cold, tumble dry on low or hang dry to avoid any additional shrinkage.
What if the color received varies from the color purchased online?
Athletes Unlimited cannot guarantee that exact colorations of the product images are showcased on the site and match perfectly to production. There are times where a product may come out slightly different based on inventory availability or a wash technique utilized - however it should always resemble what was purchased. If there is ever a time you feel otherwise, please reach out to us at shop@auprosports.com.
Sizing:
Sizing varies across our products. Descriptions, style listings, and size charts within the site should be able to assist based on the manufacturer.
If the item doesn’t fit as hoped, contact us to inquire about an exchange. Not all items are eligible for exchange or return, but if you reach out to us we can let you know if your order is eligible. Please note that any shipping and handling costs associated with an exchange are the responsibility of the customer.