FAQs
Do you offer refunds or exchanges?
If we made a mistake or an item is defective, we make it right with a replacement or refund.
Online retail items (non-custom, unworn, with tags) can be returned within 5 days with approval.
Custom and made-to-order items are final once your proof is approved.
See our full Refund Policy.
What counts as a mistake or defect?
- Wrong item received
- Wrong size sent (different from what you ordered)
- Defective or damaged item
- Printing or embroidery that doesn't match your approved proof
Email customerservice@11crew.net within 5 days of pickup or delivery with your order number and photos.
What is NOT eligible for a return or refund?
- Custom items once your proof is approved
- Academy, team, group, bulk, and employer orders
- Hats, beanies, jewelry, drinkware, gift cards, and sale items
- In-person purchases (8th & Main, pop-ups, events)
- Items not purchased directly from 11 Crew or Los Bomberos
- Ordering the wrong size, change of mind, or fit preference
- Color differences due to screens or lighting
What’s the difference between custom orders and in-stock items?
Custom orders are made specifically for you, your business, team, or event. These include logos, branding, or personalized designs and require approval before production.
In-stock items (including 11 Crew and Los Bomberos collections) are pre-designed and sold as-is. These cannot be customized.
When does production start for Custom Orders?
Production begins after payment is received and your design is approved.
How long does production take for Custom orders?
Custom orders are ready within 10 business days (about 2 weeks) after proof approval, unless otherwise stated.
When will my order ship for in stock orders?
In-stock items (including 11 Crew & Los Bomberos) are typically processed and shipped within 5 business days.
Can I change or cancel my order?
Changes or cancellations may only be requested before production begins. Once production has started or your order has shipped, it cannot be changed or canceled.
Where do I pick up my order?
We offer two free pickup options:
- Locker Pickup (Seven Six Zero Salon, Imperial): contactless locker pickup. You'll get instructions once your order is ready.
- Retail Pickup (8th & Main, Brawley): pick up in person and shop in-store merchandise.
Please pick up within 7 days of notification.
Can I change my shipping method or address?
Shipping details cannot be changed once your order has been processed or shipped.
When will my order ship?
Custom orders: up to 10 business days (about 2 weeks) after proof approval
In-stock items (11 Crew & Los Bomberos): typically within 5 business days
Will I receive tracking for shipping?
Yes. Tracking information will be sent to your email once your order ships.
What if my package is delayed?
Once shipped, delivery times are handled by the carrier. Please contact the carrier first for delays. If you still need help, feel free to reach out.
Have any questions?
Contact Us