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F.A.Q.

Order Related Questions

 

What is your return and exchange policy?

 

We gladly accept returns or exchanges of unworn and unwashed items within 30 days of purchase.  Just return the items with a copy of your  packing slip and return/exchange instructions.

For returns, we will refund the product price to original form of payment.  Shipping is non-refundable. 

For exchanges, just return item to us with original order number and exchange instruction (correct size, etc.).  Once received, the replacement generally ships the next business day. 

Products should be returned to:
MOTIV
4992 Allison Pkwy, Suite D
Vacaville,  CA  95688

 

How do I use a discount code?

The first step is to begin the checkout process. After entering the billing and shipping information, click “continue to next step.” The next screen will allow you to enter your discount code. Only one discount applies.

 

Shipping Related Questions

 

Can I track my order?

Absolutely! When your order is packed and ready to go, you will receive an email with a tracking number. Once you receive that tracking number, your package is in the mail. You can track your order on the USPS web site. Please note that international orders are only tracked within the US. After it leaves the US, it becomes the property of your regional postal system, and is no longer tracked by the USPS.

 

Once your package leaves our warehouse, we no longer have control over it. We cannot change the address or redirect it to another address. If you provided and an old address the best thing to do is contact the people at that address and let them know your package was inadvertently sent to their address. They can refuse the delivery, and it will be on its way back to us.

If we ship your package to the address you provided and it is returned, we will refund your money less the shipping costs. You may reorder the product and have it sent to your updated address.

 

How long will it take to ship my order?

We have all of our merchandize in stock. Once we have your complete order, it will leave our warehouse within 24 business hours. Notifications and tracking information will be sent via email as soon as the package is shipped.

 How long will it take to receive my order?

We use USPS for shipping all our packages. General delivery times are:

Domestic:

USPS First Class Mail: 2-10 business days after ship date. Tracking information is available for packages over 3 ounces.

USPS Priority Mail: 2-3 business days after ship date. Tracking information is available.

International:

USPS First Class International: 2-8 business weeks after ship date. Detailed tracking information is not offered with this service. Tracking is only within the US.

 

Special note for international orders:

Duties and Value-Added Taxes (VAT) (customs fees) are not included in the shipping price of your order. These fees are calculated at the shipping destination and must be paid upon delivery. Fees will vary, depending on the destination country. MOTIV is located in the US and all orders are processed in US dollars. International customers are encouraged to pay using PayPal. 

I never received my package. What do I do?

If you have not received your package within 30 days (US) or 45 days (international) please contact USPS. Use the tracking information that was sent to you and file a claim. You can find that on their web site:

USPS CLAIMS DEPARTMENT

They will guide you through the process of trying to find your missing package. Please be aware that we are not responsible for lost, stolen or misdirected packages.

 

What if I received a damaged or incorrect product?

It doesn't happen often, but if you receive a defective or incorrect item please complete the contact form. Let us know your order number and what you received. We will contact you within 24 business hours.

 

Product Related Questions

 

What size do I order?

The measurements of our products are located in the product description. The best way to find your size is to measure your favorite t-shirt. Our women’s shirts tend to run smaller and are more similar to juniors sizing.

 

Width: Measured across the garment one inch below the armholes.

Length: Measured from neck trim down to the bottom of the garment.

    

Does your apparel shrink?

If you plan on washing/drying your garments frequently, our shirts will shrink between 3-5%. If you do not want your products to shrink - we recommend washing your products in cold water and hang drying them only.