Refund Policy

All Sales Are Final

All sales are final. We do not offer refunds.

Replacements (If There's an Issue)

We offer replacements only if there is an error on our end, including:

  • Incorrect item received
  • Wrong size sent
  • Defective or damaged item
  • Printing or embroidery error

You must contact us within 5 days of receiving your order.

📧 customerservice@11crew.net
Photos are required for all claims.

Custom Orders (Important)

All custom work is final sale and not eligible for refunds or replacements once approved. This includes:

  • Custom apparel
  • Digitizing
  • Artwork or vector work
  • Customer-provided garments
  • School, organization, or company orders once production has started

Please review all proofs carefully before approval.

Academy / Program Orders (IVC & Organization Orders)

All academy, school, and organization orders are final sale. Once production has started, orders cannot be canceled, changed, or refunded for any reason, including:

  • Dropping the program
  • Not completing or passing the course
  • Change in participation

These items are produced specifically for your program and cannot be resold.

Non-Returnable Items

The following items are not eligible for refunds or replacements:

  • Custom items
  • Sale items
  • Hats & beanies
  • Jewelry
  • Gift cards
  • Worn or used items
  • Purchases made at vendor events or pop-ups
  • Purchases made in-store (8th & Main – Brawley)
  • Purchases made on www.11crew.net

All in-store purchases are final sale.

Replacement Requirements

To be eligible for a replacement:

  • Item must be unworn, unused, and in original condition
  • Tags and original packaging must be included
  • Proof of purchase is required
  • Photos must be provided

Additional notes:

  • Color differences due to lighting or screen display are not considered defects
  • Return shipping for approved replacements is the responsibility of the customer
  • Items sent back without approval will not be accepted

Order Changes & Cancellations

Once an order is placed, it cannot be changed or canceled. If production has started or the order has shipped, the order is final.

Shipping Changes (To Local Pickup)

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.

Production & Fulfillment

Production timelines:

  • Custom orders: up to 10 business days
  • In-stock items (11 Crew & Los Bomberos): typically within 5 business days

Once your order has shipped, delivery times are handled by the carrier.

Local Pickup

We offer two pickup options:

  • Locker Pickup (760 Salon): Contactless locker pickup. You will receive instructions once your order is ready.
  • Retail Pickup (8th & Main – Brawley): Pick up your order in person and shop available merchandise at this location.

Orders must be picked up within 7 days of notification. A $5 holding fee may apply after this period.

Need Help?

If you have any questions or concerns, contact us at:

📧 customerservice@11crew.net