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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.

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 5 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:
Flat Rate shipping – 5-10 business days depending on destination – does NOT have an online tracking option
Expedited Parcel – 2-10 business days depending on destination – does have an online tracking option
Xpresspost – 2-5 business days depending on destination – does have an online tracking option

USA Shipping Times:
All US parcels will ship USPS – timelines are approximately 2-10 business days – does have an online tracking option.
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

Can I pick up my order from you?

Unfortunately we don’t have a store front that is open business hours so we are not able to offer local pick ups.  Sorry!

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 information before approval.

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!

Spend over $100 and get free shipping in Canada & USA!
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