FAQ & RETURN POLICY

We are experiencing a high number or orders.  Please allow 3 weeks (21 days) for order processing and handcraft before shipping.  For order status please click on “My Account” → “Orders” → “View” (orders will be listed).  If status is “currently processing” we are still working on your order.  When the order is completed, the tracking number will be shown under “My Account” → “Orders” → “View” → “Order Updates”.  Check your email or junk folder for updates near the 3 week mark or log on to check.  Once order is marked completed and tracking number provided, allow an additional 24-48 hours for the postal service to update the tracking information.

Order processing:
Our products are all individually handcrafted from the best fabrics suited for sportswear.  Our pieces do not sit on a shelf as they are all made from scratch.  Soon after your order is placed, we look at the order details for the desired fabric, style, and sizes; and then begin cutting the fabric.  We use no factory machines or conveyor belt system.  You can trust your order is being hand made by a professional seamstress to the exact size or measurements you provided.  From the moment your order gets placed, then cut, customized and sewed together, to the final steps of packaging and mailing, it takes approximately 21 days to get all completed.  When your order is marked “completed”, a follow up email will be provided with the tracking information.  You can expect orders to be shipped within the next day of your order marked “complete”.  If the 21st calendar day of order processing falls on a weekend or US Federal Holiday, your order will be shipped the following business day when the U.S. Postal Service opens.  Note that you may already be assigned a tracking number but it will not be scanned yet by the postal service until the package is physically checked in by the postal service.  After your order is mailed, you can expect delivery within 3-7 business days in the US.  International shipping may take anywhere from 20-30 days for delivery after order is marked completed.  Please be patient and contact us if any questions at sales@clssportswear.com
Non-customized items are marked with “NC” in front of the product name and will normally ship within two business days (Monday-Friday) via U.S. Postal Service (USPS) First Class (allow 3-7 business days for delivery within USA), 3-4 weeks International.  See “Non-Customized (NC) Items” section.  If combined with other products, your entire order does not ship within two business days, only the NC product does.  The remainder of your order will be shipped in 21 days.  For INTERNATIONAL ORDERS, if combined with custom items, the entire order ships in 21 days.

International Shipping:
It is the customer’s responsibility to research and be familiar with their own country’s custom fees and processes.  Any customs fees, duty fees, and applicable charges incurred on international shipping are the responsibility of the customer, not CLS Sportswear’s.  Custom fees vary for each country and your country of residence dictates the amount to be charged.  CLS Sportswear has no control over customs charges or currency exchange rates.  CLS does not charge in advance for customs fees – customs fees are paid for by the customer once the package arrives in their country.  Should the customer refuse the package, not retrieve it from the customs office, or it is returned by customs to CLS Sportswear, the order will not be refunded.
If your order is returned because the package was not picked up at your country’s custom’s office, CLS Sportswear will not attempt to re-ship the order until the customer verifies the address and covers the new shipping cost.
For INTERNATIONAL ORDERS, if custom items and non-custom (NC) items are combined in the same order, the entire order ships in 21 days.

Shipping:
We use the U.S. Postal Service (USPS) for shipping of all orders.  No expedited shipping is available.  Please allow 21 calendar days for your order to be processed, hand-made, and shipped. Your order will be marked “complete” and a note will be added to your account.  Once your order is marked completed, you will receive an email with the tracking information – check your junk folder as some emails are filtered to your junk mail by your email service provider.  You can expect orders to be shipped within the next day of your order marked “complete”.  If the 21st calendar day of order processing falls on a weekend or US Federal Holiday, your order will be shipped the following business day when the U.S. Postal Service re-opens.  Note that you may already be assigned a tracking number but it will not be scanned yet by the postal service until the package is physically checked in by the postal service.
We ship orders to the shipping address provided by you at the time of purchase.  You are responsible for ensuring the shipping address is correct.  If an order or item is mailed to the shipping address provided in your order and the postal service is unable to deliver due to an incorrect address or typo, CLS Sportswear will not attempt to re-ship the order until the customer verifies the address and covers the new shipping cost.
If we experience a high volume of orders, shipments may be delayed by a few days.  Please allow additional days in transit for delivery.  We will contact you by email or telephone if your order is affected by high volume periods.

Lost or stolen items:
The U.S. Postal Service (USPS) confirms delivery of all orders through the tracking information provided.  CLS Sportswear is not responsible for lost or stolen items – we do not replace or reship lost or stolen items.  U.S. mail theft is a Federal Crime (Felony) punishable by up to five years in Federal prison with fines of up to $250,000.  If you confirm your order is lost or stolen, please contact USPS to file a report and open an investigation. 

Email confirmations:
Please check your email “junk” folder as communication from CLS Sportswear may go directly into this folder.  Email order confirmations can take up to 24 hours to be received.  If you still have not received an email after 24 hours, please contact us to ensure we have received your order. 

Order modifications:
If your order needs to be adjusted this can be done only within 24 hours of the order being placed. After 24 hours, we cannot make modifications to your items as fabric and specific color has already been cut to your specifications. 

Order cancellations:
If your order needs to be cancelled, we will grant cancellations only within 24 hours of the order being placed. After 24 hours, we cannot make cancellations as fabric and specific color has already been cut to your specifications.

Products on Sale:
Products on sale are final and cannot be returned, exchanged, or refunded.  Products on sale are those you used a sale coupon for such as a percentage discount.  Items on sale are non-refundable – no exceptions.

Nonrefundable items:
All our pieces are hand crafted from scratch based on your order specifications. These customized/made to order pieces are nonrefundable. If you are able chose from color, length, waist, or booty type from our website, then your item is a customized/made to order piece and therefore nonrefundable. Credit cannot be issued for these items as we cannot re-sell items that are made to fit you based on your specs.  No refunds on sale items.
NC (non-customized) items are exempt as these are refundable, please see “Non-Customized (NC) Items” section.  Any items with the letters “NC” in front, are non-customized and therefore refundable and qualify for an exchange if unused/unworn and has original tags attached – International (outside of USA) NC items do not qualify for exchanges due to high shipping costs and custom fees.

Exchanges: *Exchanges are only applicable to domestic (U.S.A) orders, no exchanges on International orders*
Our products are thoroughly inspected before shipping and we guarantee all to be free from factory defects. You receive email confirmation on your order details so you can review and confirm. In the event you were shipped an item different from that of your original order, you must contact us at sales@clssportswear.com within 48 hours of the order received date. Exchanges are not granted after 48 hours of the date you received your order, NC (non-customized) items are exempt, please see “Non-Customized (NC) Items” section.  CLS Sportswear reserves the right to refuse exchanges.  No exchanges on sale items.

No exchanges on items that are used or slightly used, used for photoshoots, faded, stained, with deodorant, liquid, washed, worn out, or ripped.  CLS Sportswear will refuse exchanges for any items showing signs of use and reserves the right to inspect, inquire, and ask for photos of items prior to approving an exchange. 

To be eligible for an exchange you must first contact us to ensure your item is eligible. Item must be unused and in the same condition that you received it.  It must also have all original tags attached and be shipped back in the same packaging.  Once an exchange is approved, please send your original product along with your name, order number, email address, proof of purchase, and which size you are looking to exchange for to the Miami, FL address contained on the package shipping label. When exchanging for another size, the shipping cost will be the responsibility of the customer, not CLS Sportswear. Please be mindful of details of sizing next to each product or provide your measurements to have them customized for you.  Only one exchange will be granted per item.

**To complete your return, we require a receipt or proof of purchase.  This is either the invoice or the order number you received when your order was placed** **You must contact us within 48 hours of receiving your order to initiate an exchange. We will not reship back to you if you mail us a package without first contacting us and ensuring your exchange is authorized** 

How exchanges will be processed after received by us:
Once your returned item is received and inspected, we will send you an email notifying you that we have received your returned item.  Upon inspection, we will notify you of the approval or rejection of your exchange via email. 

Non-Customized (NC) Items:
Non-customized items are characterized by the letters “NC” in front of the product name.  These items are a set size and non-customized (NC), with limited stock.  Normally these items ship within two business days of order date.  NC items are exchangeable and refundable ONLY if returned unused with original tags attached.  The exchange/return window for NC items is seven (7) calendar days.  Due to high shipping costs and custom fees, NC items ordered Internationally (outside of USA) do not qualify for exchanges or refunds.  If NC items are combined with other products, your entire order does not ship within two business days, only the NC items for US orders only.  The remainder of your order will be shipped in 21 days.  For INTERNATIONAL ORDERS, if combined with custom items, the entire order ships in 21 days.

Received the wrong order:
We apologize for the inconvenience if you received the incorrect order.   Please contact us via email at sales@clssportswear.com.

Lost or stolen items:
The U.S. Postal Service (USPS) confirms delivery of all orders through the tracking information provided.  CLS Sportswear is not responsible for lost or stolen items – we do not replace or reship lost or stolen items.  U.S. mail theft is a Federal Crime (Felony) punishable by up to five years in Federal prison with fines of up to $250,000.  If you confirm your order is lost or stolen, please contact USPS to file a report and open an investigation.