Returns
New Hire Kits
Items included in the New Hire Kit will be eligible for return or exchange only—no reorders.
Please continue to follow the same return/exchange process previously used for Launch Kits.
Store Order Returns
For Store Order items, the exchange option is no longer available.
If a crew member wants to replace an item, they will need to:
Submit a return for the item they no longer want
Place a new order for the replacement item at their convenience
Please note: A refund will not be issued for the returned item until the package is received and processed by the warehouse.
If the warehouse determines that a returned item is not eligible for a refund, the item will be sent back to the crew member, along with an explanation stating the reason for the return rejection.
Sample Script for a Return Rejection
Phone:
"Thanks for reaching out. I understand you're following up on a returned item that was sent back to you."
"I took a look into the return, and it appears the item was reviewed by the warehouse team and was not eligible for a refund. When this happens, the item is sent back along with a note explaining the reason for the return being rejected."
"Common reasons include items being worn, washed, damaged, or outside the return window. I understand this can be frustrating, and I’m here to help answer any questions you might have about the return policy or next steps."
"If you'd like, I can walk you through the return guidelines again or help explore other options with your remaining points or uniform needs."
Email:
Thank you for reaching out. I’ve reviewed your return, and the warehouse has marked the item as not eligible for a refund.
In these cases, the item is sent back to the crew member along with a note that outlines the reason for the return being rejected.
Common reasons include the item being worn, washed, damaged, or returned outside of the allowed timeframe.
I understand this may be disappointing, and I’m here to support you. If you’d like, I can walk you through the return guidelines again or help explore other uniform options based on your current point balance.
Please feel free to reply with any questions or if you’d like further assistance.
Chat:
Thanks for reaching out! I checked on your return, and the warehouse marked it as not eligible for a refund.
The item should have been sent back to you with a note explaining why it was rejected. This usually happens when an item is worn, washed, damaged, or returned past the allowed time.
Let me know if you'd like to go over the return policy again or explore your remaining options—I’m happy to help!