Returnsv

SHIPPING

WHEN WILL MY ORDER SHIP? WHEN WILL I RECEIVE IT?

Standard domestic orders typically ship within 1-5 business days and arrive 6-12 business days after your order is placed. This timeline includes both processing and shipping time.

Expedited domestic orders typically ship within 1-3 business days and arrive 3-9 business days after your order is placed. This timeline includes both processing and shipping time.

For international orders, please allow 6-15 business days for delivery.

Please note that shipping times may be longer during collection launches, restocks, promotions, and other high-volume periods.

You can track your order using the tracking information provided in your shipment confirmation email. If your order is delayed, we’ll keep you updated via email, so be sure to keep an eye on your inbox for the latest information.

WHEN WILL MY PRE-ORDER ITEM SHIP? WHEN WILL I RECEIVE IT?

A pre-order item is one that is not yet available in our warehouse. By purchasing a pre-order item, you are reserving your item until it is available to ship.

While pre-orders are not part of our standard fulfillment process, there may be occasional circumstances where a delayed style is offered for pre-order. In most cases, orders containing a pre-order item will ship once all items in the order are available. However, fulfillment and shipping methods may vary depending on the product and circumstances, and some items may ship separately when necessary.

Estimated shipping information for pre-order items will be provided at the time of purchase. Please keep an eye on your inbox for updates regarding your order status and shipment timing.

LOST OR STOLEN PACKAGES

At checkout, you’ll have the option to add Route Package Protection to your order. Route is an optional service that provides coverage for packages that are lost, stolen, or damaged in transit.

For orders under $125, the fee is $1.55. For orders over $125, the fee is 2.5% of your order subtotal.

Please note that Route Package Protection must be selected before placing your order. If you choose not to add Route Package Protection, SET Active is not responsible for packages that are lost, stolen, or damaged in transit.

If you purchased Route Package Protection and your package is lost, stolen, or damaged, please visit our Route claims page to submit a claim. If you have any questions or need additional assistance, please contact hello@setactive.co.

HOW ARE DUTIES & TAXES CALCULATED FOR INTERNATIONAL ORDERS?

For international orders, shipping, duties, and taxes are calculated at checkout based on your shipping destination and the items in your order.
At checkout, these charges appear within the Shipping section, but you’ll see a pricing summary that breaks them out into:

Shipping
Estimated Taxes
Estimated Duties & Fees

If your order qualifies for free international shipping, the Shipping line will display $0.00. Any applicable duties and taxes will still apply and will be shown separately in the pricing summary before you complete your purchase.
If you have any questions about international shipping, duties, or taxes, our Customer Experience team is happy to help. Please reach out to us before placing your order, and we’ll be glad to assist.

ORDERS

CAN I MAKE ADJUSTMENTS TO MY ORDER AFTER IT’S BEEN PLACED?

Customers have a 30-minute window after placing an order to make eligible updates to their shipping information.

Once that window has passed, our ability to make changes may be limited depending on the status of your order. We are unable to accommodate changes to item selections, including size, color, or style, and we cannot add items to an existing order.

Please double-check your shipping address before completing checkout. Incorrect or invalid addresses may result in shipping delays, delivery issues, or order cancellation.

MY ORDER SAYS DELIVERED BUT I NEVER RECEIVED IT.

Please confirm that the shipping address you used matches your location. If so, check with your neighbors to make sure someone near you didn’t receive your package by mistake. We offer Route Package Protection on every order, which covers items/packages that are lost, stolen or damaged in transit. If you paid for Route Package Protection and you cannot locate your package, please file a claim within 15 days of the noted delivery date here. If you have any questions or need further assistance, please email hello@setactive.co.

RETURNS

WHAT IS YOUR DOMESTIC RETURN POLICY?

If you request an exchange, your item(s) is not guaranteed to be in stock and will only be reserved for you once your return has been dropped off and scanned by your shipping carrier. We suggest dropping off your return ASAP to increase the likelihood that your requested exchange item(s) is still in stock. If your requested item(s) is no longer in stock, you will automatically receive store credit for your return.

Please note: We will only accept items that are new and unworn. If the returned item(s) shows any signs of wear or damage beyond (reasonable) repair, one of our customer service representatives will contact you directly regarding your reimbursement or store credit. If you ordered a full SET and wish to return only one piece, you will be responsible for the full price of the piece you keep and will be refunded the difference.

Shipping fees are non-refundable.

All sale items are non-refundable and are not eligible for exchange.

WHAT IS YOUR INTERNATIONAL RETURN POLICY?

To process and verify your return, please visit our portal here:https://returns.setactive.co/#/ At this time, we are unable to offer free returns for international orders so please ship your items to our warehouse using any prepaid and trackable return method to the address listed below.

MAIL TO:

Scale 3PL
14752 Delta Ln
Huntington Beach, CA
United States, 92647

Be sure to include your order number and name as a reference inside your package.

If you’d like to exchange your item, please send it back as a return and place a new order.

HOW DO I START A RETURN OR EXCHANGE?

To initiate an exchange or return, please visit our return portal here.

PLEASE NOTE: if you request an item for exchange, your items are not guaranteed in stock and will only be reserved for you once your return items have been dropped off & scanned at your shipping carrier. We suggest dropping off your return ASAP to increase the likelihood that your requested exchange items are still in stock. If your requested items are no longer in stock, you will automatically receive store credit for your return.

Once we receive your exchange or return, please allow 5-7 business days for our team to process it.

CAN I RETURN AN ONLINE ORDER IN STORE?

Yes. Online orders may be returned at any SET retail location.

Please note that orders originally purchased using a gift card are not eligible for in-store returns and must follow our standard online return process.

SIZING

WHAT SIZE AM I?

Check out our size guide for detailed fit information here. Still not sure? DM us on Instagram or email our team at hello@setactive.co and we can help you with all things style and sizing.

Our fit + sizing recommendations for each piece are written on the individual product descriptions. Be sure to peek at that info before adding to cart.

HOW DO I FIND THE RIGHT ACTIVEWEAR FABRIC?

Check out our Fabric Guide to compare our fabrics by feel, compression level, performance features, and intended use.

REWARDS

REWARDS PROGRAM

Our rewards program is TYB! You’ll earn SET coins not just for your purchases, but for your involvement with our community. Things like product feedback, sharing UGC, participating in polls, and leaving reviews all come with perks. Rewards come in the form of SET coins, which you can redeem for special discounts on setactive.co!

Should you have any complications setting up your rewards account, please email help@tyb.xyz.

REWARDS FINE PRINT

Is there a minimum purchase required to redeem coins on an order?

Starting June 17, a minimum cart value of $100 (before tax and shipping) will be required to apply TYB coin discounts at checkout.

You’ll still earn coins, complete challenges, and access rewards as usual. Nothing else about our rewards program is changing. We’re adding this minimum to ensure we can keep the SET Rewards program running.

Are TYB purchases final sale?

Items purchased using TYB rewards, points, or exclusive TYB credits are eligible for size or color exchanges only, based on availability and must be processed within our exchange period time frame (30 DAYS FROM DELIVERY).

Can I exchange my TYB order?

Yes, only for:

The exact same item in a different size
The exact same item in a different color

If you wish to exchange for a different item, you will be responsible for the new charges. TYB points previously redeemed WILL NOT carry over.

Can I return my TYB order for a refund?

If you return an order for a refund, any TYB points used toward the purchase are not reinstated and cannot be returned to your TYB account.

Can I get my TYB points back if I return or exchange?

No—once TYB points are redeemed, they cannot be reinstated.

How long do I have to request an exchange?

You must submit your exchange request within 30 days of delivery.

Can I exchange more than once?

No— all orders are limited to one exchange per order.

What if my item is damaged or incorrect?

If your item arrives damaged or incorrect, please submit a request through our help center and a customer service representative will assist you with your concerns.

Can I combine TYB rewards with other discounts?

No – TYB points cannot be combined with other discount codes, unless otherwise stated.

GENERAL

IF A LIMITED-EDITION COLOR OR STYLE SELLS OUT, WILL IT BE RESTOCKED?

Most limited-edition colors and styles are not restocked once they sell out.

To stay updated on a sold-out item, we recommend signing up for “Notify Me When Available” on the product page. Items may become available again through returns, additional warehouse units, or surprise restocks.

And don’t forget, our Core Collection is always available and is restocked with new styles throughout the year.

HOW DO I CARE FOR MY SET STYLES?

Because each fabric absorbs dye differently, slight color variations may occur between our Activewear, Basics, Lounge, and Sweats.

To keep your items looking their best:

• Machine wash cold on delicate with like colors.
• Remove promptly after washing to help prevent color transfer.
• Tumble dry low and remove promptly.
• Do not bleach.

Always refer to the care instructions listed on the garment label for additional guidance.

WHERE ARE YOUR STORES LOCATED?

SET currently has three retail locations:

Los Angeles

8472B Melrose Place
Los Angeles, CA 90069

New York

365 Bleecker St
New York, NY 10014

Austin Pop-Up

1318 S Congress Ave
Austin, Texas 78704

Please note that purchases made in-store can only be returned in-store. Our retail locations do not accept online returns.

WHAT IS ROUTE PROTECTION?

We offer Route Package Protection with every order, which covers items/packages that are lost, stolen or damaged in transit. For orders under $125, the fee is $1.55. For orders over $125, the fee is 2.5% of your order subtotal. Please note: If you choose not to add Route Package Protection, you accept that SET is not liable for items that are lost, stolen or damaged in transit. If you place an order with Route Package Protection and your item(s)/package(s) are lost, stolen or damaged in transit, please visit this page to file a claim. If you have any questions or need further assistance, please email hello@setactive.co.

CAN I USE MY SET GIFT CARD IN STORE?

At this time, gift cards can only be purchased and redeemed online. Gift cards cannot be purchased or redeemed in our retail stores.

IS SET SUSTAINABLE?

At SET, we are constantly evolving our practices to ensure that our brand operates as sustainably as possible. Some of our current sustainability practices include:

LIMITED EDITION DROPS: Our limited-edition model ensures the least amount of apparel waste possible. We have never had to dump any leftover apparel after a drop — and we don’t plan to any time soon.

PACKAGING: Our POLYMAILER packaging is made from 40-50% recycled materials, and with the EPI additive we use, it becomes biodegradable. Our MAILING BOX is made from 100% recycled materials.

IS SET HIRING? DOES SET OFFER INTERNSHIPS?

We always share open positions and internships on our Careers page. Don’t see what you’re looking for but certain you’d make a great addition to the team? We’re always open to an amazing pitch. Email us at hello@setactive.co or follow us on LinkedIn.

WHO CAN I CONTACT ABOUT PRESS RELATED INQUIRIES?

Please send us a detailed email at partnerships@setactive.co and our team can connect you with the right person.

TIK TOK SHOP & FLIP

CAN SET’S CUSTOMER SUPPORT TEAM HELP ME WITH MY TIKTOK ORDER?

Unfortunately, our customer support team cannot assist with orders placed through TikTok. All questions or requests regarding tracking, order status, returns, refunds, cancellations, etc. must go through the TikTok Help Center. This can be found here: https://support.tiktok.com/en/.

WILL I EARN REWARD POINTS WHEN PURCHASING SET THROUGH TIKTOK?

No, TikTok Shop orders do not count toward loyalty program rewards.

CAN SET’S CUSTOMER SUPPORT TEAM HELP ME WITH MY FLIP ORDER?

Unfortunately, our customer support team cannot assist with orders placed through Flip. All questions or requests regarding tracking, order status, returns, refunds, cancellations, etc. must go through Flip’s Customer Service. You can contact them via live chat directly on the app or by emailing wecare@flip.shop.