Refund Policy
This policy applies to all purchases made from 11 Crew and Los Bomberos, online, in-store, and at pop-up events.
1. Mistakes and Defects: We Make It Right
If we made an error or an item is defective, we will replace or refund it. This covers items we supplied, including:
- Incorrect item received
- Wrong size sent (different from what you ordered)
- Defective or damaged item
- Printing or embroidery error that doesn't match your approved proof
Inspect your order right away. Email customerservice@11crew.net within 5 days of pickup or delivery and include your order number and photos of the issue. The item must be unworn and unwashed, and may need to be returned for inspection. Once a production error is confirmed, we will replace or refund at our discretion.
2. Online Retail Returns (Non-Custom Items Only)
Non-custom retail items purchased online (for example, in-stock 11 Crew or Los Bomberos apparel) may be returned within 5 days of pickup or delivery. Approval is required. Unapproved returns will not be accepted.
To request a return, email customerservice@11crew.net with your order number and wait for approval and instructions.
Items must be unworn, unwashed, and unused; free of makeup, deodorant, pet hair, odors, or stains; and in original condition with tags and packaging. Items that don't meet these standards will be denied and returned to you.
You are responsible for return shipping. Local drop-off is by appointment only. No walk-ins at any location.
3. Final Sale Items (No Returns or Exchanges)
These items are final sale unless we made an error or the item is defective (see section 1):
- Custom, personalized, embroidered, or made-to-order items once your proof is approved
- Academy, group, team, bulk, and employer orders (including IVC Fire Academy)
- Customer-provided garments (items you bring to us to decorate)
- Hats, beanies, jewelry, drinkware, and gift cards
- Sale or clearance items
- In-person purchases at 8th & Main Marketplace, Seven Six Zero Salon, vendor events, and pop-ups
- Items worn, washed, damaged, or altered after pickup
Items not purchased directly from 11 Crew or Los Bomberos are not eligible for returns, refunds, or replacements through us. Please contact the seller you bought from.
4. Custom Orders and Proof Approval
Approval in any form counts as final approval: text, email, DM, verbal, or a screenshot reaction (👍 ❤️ ✅). If the finished item matches your approved proof, no refund or reprint will be issued. Customer-provided logos and art must be print-ready (300 DPI).
5. Academy, Group, Team, Bulk & Employer Orders
These orders are final sale. Each buyer is responsible for selecting their own size. Once production begins, there are no changes, cancellations, or size swaps, including for dropping a program, not completing a course, or a change in participation.
6. Customer-Provided Garments
If you bring your own garment, we do not replace or reimburse it if damage occurs. We only replace items we supply.
7. Color Display Notice
Colors may vary slightly due to screen and lighting differences. This is not considered a defect.
8. Order Changes & Cancellations
Once production starts or your order ships, it cannot be changed or canceled. If your order has not shipped, you may request to switch to local pickup; if approved, your shipping cost will be refunded to your original payment method within 10 business days.
9. Production Timelines
- 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
10. Pickup Locations
8th & Main Marketplace (Brawley): carries select in-store merchandise. All in-person purchases are final sale. Staff there are not 11 Crew employees and cannot look up or release online orders, process exchanges or refunds, or answer custom order or sizing questions. They will direct you to contact 11 Crew directly.
Seven Six Zero Salon (Imperial): pickup-only for pre-paid online orders during your scheduled pickup window, unless a pop-up is in progress. Pop-up purchases are final sale. Salon and Azúcar & Muave Coffee Co staff are not 11 Crew employees and cannot release orders outside pickup times, look up orders, or handle returns or custom requests.
Orders must be picked up within 7 days of notification. A $5 holding fee may apply after that.
11. Refunds
Approved refunds are issued to the original payment method only and may take up to 10 business days to process after inspection. No cash refunds and no refunds to other cards or accounts. We do not reimburse gas, travel, mileage, time, or return postage.
Contact
Email: customerservice@11crew.net
Mailing address: PO Box 393, Imperial, CA 92251