FAQ

Office Hours

Please note our office hours are Monday to Friday 10am – 4pm (PST). If you send us an email outside these hours we will do our best to respond to you in a timely manner once we return to the office. We love our customers and understand the importance of great customer service, but sometimes emails get caught in our spam filter! If you do not hear back from us within 2 business days, please give us a call on 604 990 4470.

Can I pick up my order from you?

Yes! If you select ‘Local Pick Up’ as your shipping option we will let you know when your order is ready. We are located at 1397 Charlotte Road in North Vancouver, BC. Please email us to confirm office hours as they do vary and we’d hate to miss you!

Sizing

Please check the sizing guide before you order!

We are happy to exchange items that are the wrong size, contact us to get return information!

Payments

Pivotstar accepts Visa, Visa/Debit and MasterCard as well as PayPal. If you are having problems with processing your order, please contact us at info@pivotstar.com and we will do our best to help!

Shipping

All items are shipped from our location in Vancouver, BC, Canada. If you are ordering from outside of Canada, there may be customs fees incurred at the border. These are the full responsibility of the customer, so please check beforehand to see if you will have to pay additional charges for the delivery of your package. Shipping is calculated using the Canada Post/USPS Module which calculates accurate pricing based on the size and weight of the item being purchased. If you have questions about the shipping costs please send us an email to info@pivotstar.com and we’ll do our best to help out!

All North American orders are shipped using Canada Post/USPS and will ship out from our Vancouver location within 3 days of your order (weekdays only). You can view your estimated date of delivery when you choose your shipping option (this does not apply to Customized Items as these have a production timeline added, so please disregard those delivery estimates). If an item is not in stock we will contact you right away to let you know your options. If you need anything by a specific date, please let us know so we can make sure to get it you on time if we can!

Canadian Shipping Times:
Expedited Parcel – 2-10 business days depending on destination
Xpresspost – 2-5 business days depending on destination

USA Shipping Times:
All US parcels will ship USPS – timelines are approximately 2-10 business days.

Please note: All USA shipping options may vary due to time in customs clearance.

International Shipping:
Small Packet International Air – 8-12 Business Days (NOTE this option does not have tracking information)
Tracked Packet International – 6-10 Business Days
Xpresspost International – 5-8 Business Days

Returns/Exchanges 

Stock items may be returned for a refund/exchange up to 30 days from purchase, please contact us to get the information on returning/exchanging an item. Items must be unworn and unwashed with the original tags still on. 

Please check your order before washing, customizing, or taking to the printer!!! We cannot exchange or refund items after they have been altered in any way. No refunds or exchanges on custom orders. Shipping is non refundable.

There will be no refunds or exchanges on any printed/customized orders, when ordering please make sure to TRIPLE check your mock-ups before approval.

Please make sure to ship using an insured and trackable service as we cannot be responsible for packages lost in the mail. Please do NOT ship by UPS or FedEx (these companies charge duty and taxes at the border).

US customers: Please mark these as RETURNED GOODS. Any other category will be charged duty on its arrival in Canada, which you will be responsible for. Please include the receipt with your customer number on it so we can easily locate your order and contact us BEFORE you send your package back so we can process your refund/exchange promptly (info@pivotstar.com)

Team Orders

We love our teams! And we offer team discounts on all orders over 5 pieces.
Email Luludemon at teams@pivotstar.com for more info. And don’t forget to sign up for Team Sponsorship!