Customer care
Shipping & returns
A simple guide to receiving your order, finding the right fit, and sending something back when it isn't quite right.
5–10 business days
Estimated delivery after your order has been processed.
30-day returns
Return or exchange eligible pieces within 30 days of delivery.
Original condition
Items must be unworn, unwashed, and returned with tags attached.
Shipping
From us to you
Where we ship
We currently ship within the United States, including all 50 states. Delivery to PO boxes or remote locations may take a little longer.
Processing & delivery
Orders are prepared before they leave us. Standard delivery is estimated at 5–10 business days. Business days do not include weekends or U.S. public holidays. During launches and peak periods, processing may take slightly longer.
Tracking your order
As soon as your order ships, we'll send a confirmation email with tracking details. Please allow up to 48 hours for the carrier's tracking page to update.
Delivery issues
If tracking shows your order as delivered but you cannot find it, check around your property and with household members or neighbors first. If it is still missing, email us and include your order number so we can help.
Returns & exchanges
Room to reconsider
Return window
Eligible items may be returned or exchanged within 30 days of delivery. To begin, email us at hello@offthemapactive.com with your order number and the item you would like to return or exchange. We'll reply with the next steps and return instructions.
Item condition
Items must be unworn, unwashed, free from marks, fragrance, deodorant, or pet hair, and returned with all original tags attached. Please take care when trying on your pieces. Returns that do not meet these conditions may be declined.
Return shipping
Eligible U.S. returns and size exchanges include a prepaid return label. Original shipping charges, if any, are not refundable. Each order is eligible for one complimentary exchange shipment.
Final sale & exclusions
Items marked Final Sale, gift cards, and intimate items with a removed hygiene seal cannot be returned or exchanged unless they arrived damaged or incorrect. Any product-specific exception will be clearly noted before purchase.
Refunds
Once your return arrives, please allow 3–5 business days for inspection. Approved refunds are sent to the original payment method. Your bank may then need an additional 5–10 business days to post the funds to your account.
Damaged or incorrect items
Please email us within 48 hours of delivery with your order number and clear photos of the item and packaging. We'll make it right with a replacement or refund at no additional cost.
Still need a hand?
Include your order number when you write to us so we can help more quickly.
hello@offthemapactive.com