Frequently Asked Questions
NOTE - SHIPPING TIME
Record-breaking e-commerce orders, COVID-19 closures and weather events may cause package delays. The COVID-19 pandemic has created record-breaking shipment volumes. As more people shop online to avoid crowds in stores, those numbers have grown even more. This has created shipping volumes that are taxing logistics networks nationwide, which may cause delays. At this time all carriers have suspended their money-back guarantee for all services effective immediately until further notice.
Please allow additional time for tracking updates and delivery of your shipment.
What payment methods do you accept?
LA Fitness accepts payment by Visa, Mastercard, Discover, and American Express.
Do you ship internationally?
Yes, we do! Please note we do not currently ship to the UK.
IMPORTANT NOTE FOR INTERNATIONAL CUSTOMERS: Depending on your delivery location and order size, your order might be subject to import taxes imposed by the country of delivery. If your country does have taxes on imports, these import taxes are not covered by the postage charge on your order, and you will be required to pay them to receive your package. Customs policies vary widely from country to country and we recommend contacting your local customs office for further information.
If you do get charged an additional fee, the carrier will expect payment at the time of delivery. If you refuse the shipment because of these charges, or if an order is rejected by customs due to item restrictions, or if the order is returned because the local post is unable to locate your address, the return shipping cost and any duties associated with it will be deducted from your refund once the package is returned and processed by our warehouse. Please note that packages returned by customs can sometimes take a very long time to return, and in extreme circumstances can take as long as one year.
International Time-to-ship:
All international orders will ship within 3-5 business days. A tracking number will be emailed to you at the time of shipment.
Returns and Exchanges for International Orders:
All SALES ARE FINAL for orders shipped outside the US and may not be returned or exchanged.
What shipping methods are available and how much do they cost?
For your convenience, we ship via FedEx, DHL & USPS. The store is plugged directly into the shipping provider's shipping calculator, the rates for which are based on your location, package weight, and package dimensions. To calculate the cost of shipping for your order, put in your ZIP code during checkout and click continue.
How do I track my order?
After you place your order, an automatic confirmation email is sent to you. This email contains your order number. For an updated order status, please email this order number to customerservice@pinpointmerch.com. We will respond with your order’s status (in production, in transit, etc.) within one business day.
What sizes should I order?
The specific cut and sizing tendencies of apparel varies from item to item, as the apparel items offered by LA Fitness are cut by a large variety of factories. For specific sizing information on an item, please email the item’s name or ID number (ie. LWB064000BLK) to customerservice@pinpointmerch.com.
What if I received the wrong or defective product(s)?
If you received the wrong product(s) or the product(s) received are defective, please do not just ship your order back to us. Please contact us at customerservice@pinpointmerch.com with your order number and a specific explanation of the issue. We will jump right on it and take care of everything for you!
What if I want to return product(s)?
Please email customerservice@pinpointmerch.com
If you plan to return your item, DO NOT remove the hang tag from the garment. To receive return instructions for your order, please email customerservice@pinpointmerch.com with your order number. As long as the order was delivered within 30 days and tags are still be on we will provide a return label via email. The return must be received within 2 weeks of sending label. Once the product(s) are received we will process a refund less shipping costs.
How do I exchange an item I purchased?
Unfortunately we do not do exchanges at this time. You will need to send back for refund (see Return instructions above) and place a new order.
I have a great idea for a new shirt design or product!
We love hearing your ideas! If you have an idea for a LA Fitness t-shirt or other item, please email it to us at customerservice@pinpointmerch.com. Feel free to sketch it if you like, but you don’t need to. We’ll take a look and consider adding your product idea to LA Fitness selection!
How can I make a change to my order?
If you made a mistake on your order or would just like to change something, please email us RIGHT AWAY at customerservice@pinpointmerch.com. If your order has not yet been shipped, we MAY be able to make the change for you. Please include the LA Fitness order number, the name the order was placed under, the email address used for the order, and what you would like changed. We will respond right away to confirm whether the change is possible.
Why didn’t I receive a confirmation email?
Some email providers mark our confirmation emails as spam or block them completely. You can check your spam folder to see if the email arrived there. If you are not able to find it there, you can email us at customerservice@pinpointmerch.com and we can confirm that the order was placed.
Are you ever out of stock on anything?
We rely heavily on the stock of blank merchandise from our apparel vendors. At times, these vendors’ warehouses may be out of stock on a certain item color or size.
What name will appear on my credit card bill?
The name on your credit card bill will be PINPOINT MARKETING GROUP.
DOMESTIC TIME-TO-SHIP:
We are excited to get your product(s) to you! We strive to ship all orders within 1-3 business days. A tracking number will be emailed to you at the time of shipment.
If you have any questions that were not addressed here, or you have some other concern, please let us know at customerservice@pinpointmerch.com.