General Information

What is Actizio?

To learn more about us & our products please visit this page to find all the relevant details.

How to contact you?

Please feel free to get in touch with us via email at info@actizio.com or via our contact form here. Moreover, you can send us a message through our Facebook group & we will get in touch with you shortly.

Why don't you have a phone number?

Actizio does not have a call centre and we're not set up to handle high volumes of phone calls, so a phone call would prove inefficient and potentially leave you quite frustrated! More than often, we'll need to do a little digging to answer your question efficiently and we'd far more like to answer your question in one go than have you waiting for call backs and such, when you could be using your time more efficiently.

The Actizio brand is built online, including our customer support. Though you may receive an automated response everyone once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.

If we feel your problem would be better handled over the phone, then we'll get in touch. 

Please get in touch with us through only one method of contact as contacting through multiple channels may delay response times for other customers.

Can I rely on your sizing guide?

We understand how important the right fit is. The Actizio size chart offers comprehensive information on our sizing, so you can feel confident that you are buying the best size for you and your body type.

Across our range we have garments designed for specific demands which require different styles of fit. For additional peace of mind please refer to the individual product description

If you’re on the borderline between two sizes, order the smaller size for a tighter fit or the larger size for a looser fit.

What technology do you use?

In order to create our t-shirts or other apparel, we do not use any unnecessary technology or harmful chemicals. The sweat activated effect is based on our own creative printing process.

How to take care of Actizio clothes?

Please visit our Apparel Care Instructions Page to learn about the main principles of taking care of your Actizio clothes.

 

Orders

Can I change or cancel my order before it ships?

If you find any issues with your order, contact us right away. Do not forget to specify your order number.

The window of time between when you place your order and when we process it is small, so we can't change or cancel your order after it is processed. Usually it takes 2-4 days to fully process your order.

Why was my order cancelled?

If your order is cancelled, we'll notify you via email. Reasons for cancellations may include any one of the following:

  • The payment method you provided was declined.
  • The item ran out of stock before your order was processed. Items added to your bag are not reserved until you proceed to checkout. This means someone else may reserve the remaining quantity of an item before you have finished shopping.
How do I cancel my order?

When an order is placed in our store it takes some time to fulfil it (fulfillment however, differs from case to case and cannot be specified, usually it takes 2-4 days). Therefore, we are accepting orders cancellations prior to the fulfillment of the order (before the order is shipped to your designated address). After that, your order cannot be cancelled.

In case you wish to cancel your order, simply get in touch with us (via email or message) & describe your querry. If you are eligible for a cancellation we will process it for you. A refund will be actioned within 24 hours of order cancellation. Funds may take an additional 5 working days to clear into your account depending on the payment method used.

I want to change my address

We're pretty quick at getting your order out the door but in some cases it is possible to change the shipping address for your order. This possibility however, depends on the shipping method you have chosen. The simpliest way to change your shipping address is to contact us & we process the change of your address for you. We will inform you in case the change is possible.

I have received a faulty item

In the event you have received a defective item, please contact us immediately with the following information: 1) Your order number, 2) Which item is damaged, 3) A description, 4) Photographic evidence.

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support! All claims for parcels arriving damaged must be made within 14 days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.

You have sent me the wrong item

In the unlikely event you have received a wrong item or missing some items, please contact us immediately with the following information: 1) Your order number, 2) The name of the item you did not receive, 3) The name of the item you received in it's place, 4) A photograph of the item you have received.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction. Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

You may be required to return the incorrect item back to us, but a member of the customer support team will advise you if/how to return the item.

I've placed an order but haven't received a confirmation email

You've placed an order, the money has been debited from your account but you haven't received your order confirmation email. Has the order been successful?!

Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your promotional inbox. Just be sure to check all inboxes through your email account.

Send an email or message through to our contact page and they'll be able to locate your order. They'll simply need the full name and delivery address used to place the order.

My order status is fulfilled, does that mean it should have been delivered?

Status 'fulfilled' simply means your order has been packed by our warehouse team and it's currently on the way to you.

Where can I find your Terms & Conditions?

You can find our Terms & Conditions here.

 

Delivery

How long does the delivery take?

Please visit our Order Shipment page to learn all the details on our shipping procedures.

There is something missing from my order!

A packing list is included in every parcel sent from our distribution centre, please check the packing list to ensure there are no items missing from the list.

If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased be out of stock.

Other reason for missing items in your order is that a specific item has been shipped from other than main warehouse of Actizio. This item should be therefore delivered in another package. Actizio currently operates via multiple warehouses located around United States. In case the item is currently unavailable in our main warehouse, it will be shipped from one of our additional warehouses where it is available (your order might be distributed into 2 packages).

If you still haven't received your order, but you're still missing an item, please contact us immediately with the following information: 1) Order Number, 2) Missing Item(s). Our support team will look into the matter and will resolve the issue for you as quickly as possible. All missing item claims must be made within 7 days of the delivery date of your order.

My order has been shipped. Can I still change my delivery address?

We're pretty quick at getting your order out the door but in some cases it is possible to change the shipping address for your order. This possibility however, depends on the shipping method you have chosen. The simpliest way to change your shipping address is to contact us & we process the change of your address for you. We will inform you in case the change is possible.

What if I am not home for my delivery?

If you are not at home when your parcel is due to be delivered, it may be left in a safe place which will be advised on a delivery note posted through your door by the courier. If the delivery fails, the courier will leave a note explaining they attempted delivery with instructions on how to rearrange.

My parcel is marked as delivered, but I haven't received it

If your tracking states your package has been delivered, but you have not received it, please first check with any surrounding neighbours for anyone who may have accepted the parcel on your behalf.

If you had your Actizio order delivered to a workplace, please check with all employees who may have accepted the parcel, we know how tempting a fresh Actizio package might be.

Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you're still unable to locate your order, contact our support team with your order details and we'll do all we can to help out.

Customs & Import Fees

As all orders are shipped directly from the US, you may be susceptible to customs fees. Customs fees will be charged upon the package reaching the destination country.

You as the customer, are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.

The grand total of your order as displayed on the checkout does not include any additional duties required. The carrier will inform you of any additional duties if required.

Actizio has no control over customs and import tax and we can't tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.

Is there a way I can track my order?

Sure! In case you've received an email with tracking information for your order please use our Order Tracking page. Some, mostly international orders, however doas not include tracking. But no worries, courrier will contact you prior to the delivery of your order.

Why did I received 2 packages if I placed only 1 order?

Actizio operates via multiple warehouses located around United States in order to insure you the best possible shipping. But sometimes, items might become unavailable in our main warehouse and must be supplemented by items from additional warehouses. Therefore, your order might be distributed in 2 packages. Items listed on our website are available most of the time, however, they might not be only on 1 place.

 

Returns

I need to return something

We strongly recommed you to get in touch with us in case you want to return items purchased from Actizio. Our customer support will advise you on the most suitable way how to process your return & how to solve the issues with your order. Sometimes, (probably in most cases) we will issue only refund and no returns will be required from your side.

I've received broken item. Should I return it?

In the event you have received a defective item, please contact us immediately with the following information: 1) Your order number, 2) Which item is damaged, 3) A description, 4) Photographic evidence.

If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support! All claims for parcels arriving damaged must be made within 14 days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time. Sometimes, onyl refunds or provision of another item is processed & no returns are neccessary.

 

Payments, Promotions & Gift Cards

Refunds

All refunds are to be made to the account used to pay for your original order. In the event that we're unable to refund directly to your account, store credit will be issued.

How can I pay for my order?

You can pay for your order by using any of the Visa, MasterCard, Meastro, AMEX cards or via your PayPal account.

We take fraud very seriously meaning all payments will be subject to security checks put in place by Actizio and also the card provider.

In the event that your payment has failed 1 or more security checks, you will be contacted by a member of the Customer Care Team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and refunded.

If you're paying with a gift card, check out our section on gift cards for more info.

This item was on sale previously, can I get it at the sale price?

If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to it's original price, in which case, we will not be able to honour the price it was displayed as during the sale.

As much as we love a good sale, unfortunately, they have to come to an end.

Gift Cards

If you purchase a gift card through the website, a unique code will be emailed through to the email address you entered when checking out.

We do not currently offer a physical gift card.

Gift cards cannot be used to purchase additional gift cards, any orders found in breach of this will be cancelled immediately. Additional orders purchased using these gift cards will also be cancelled.

In case you wish to use your gift card, make sure to use it in full amount. In case you spend your gift card in partial amount, you will not be able to use it again.

If you've received and gift card and it isn't working, contact us immediately.

An item I own is now a lower price, can you refund me the difference?

As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.

 

Technical Information

I'm having trouble with your website

If you are having trouble with the website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the site again.

If you continue to experience issues, please get in touch with our support team and provide the following: 1) Detailed description of the issue you're having, 2) Screenshots of any error messages you might be experiencing.