FAQS (2024)

[HOLIDAY] What is the last day to order via Expedited Shipping to guarantee delivery by December 25th?

To guarantee your order arrives on or before December 23rd, all Expedited Shipping orders must be placed by December 11th.

Please note, UPS will not deliver packages on Sunday, Dec 24 or Monday, Dec 25 this year.

Our normal order fulfillment times are to be extended during the heavy holiday shipping period. Extended turn times can be as high as 5-8 business days to process your order during the month of December. We appreciate your patience during this busy holiday season.

[HOLIDAY] What is the last day to order via Standard Shipping to guarantee delivery by December 25th?

Our standard shipping carriers are not able to provide a guaranteed holiday cutoff date. We recommend placing any order with our Standard Shipping by December 7thto likely receive on or before December 23rd.

Please note, UPS will not deliver packages on Sunday, Dec 24 or Monday, Dec 25 this year.

Our normal order fulfillment times are to be extended during the heavy holiday shipping period. Extended turn times can be as high as 5-8 business days to process your order during the month of December. We appreciate your patience during this busy holiday season.

[HOLIDAY] What is the holiday domestic return policy?

Any orders placed between Dec 1st– Dec 20thhave areturnwindow of 45 days for a full refund or exchange. Once you have submitted yourreturnrequest, you have 7 days to ship back your item(s).Please note that items may only be exchanged once; if your exchange arrives and you are still unhappy with it, you mayreturnit for a refund or store credit. A $6.95 fee will be deducted from your refund unless you are exchanging orreturning for store credit. After the 45-day period your order will NOT be eligible for a refund, exchange or store credit.

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

[HOLIDAY] What is the holiday international return policy?

International orders placed between Dec 1st– Dec 20thare eligible for areturnwithin 45 days of the delivery of your order. To process and verify yourreturn, please visit our portal here: https://returns.setactive.co/#/At this time, we are unable to offer freereturnsfor international orders so please ship your items to our warehouse using any prepaid and trackablereturnmethod to the address listed below.

Mail to:
SET ACTIVE, LLC
ATTNRETURNS
Ramp Logistics
2825 S Santa Fe Ave
Vernon, CA, 90058

[BFCM] CAN I CANCEL MY ORDER?

Orders can be canceled anytime before the orders are shipped and should the shipping facility permit.

If tracking information has been sent, orders cannot be canceled.

[BFCM] CAN I MAKE A CHANGE TO MY ORDER?

[BFCM] CAN AN ORDER I ALREADY PLACED GET PRICE ADJUSTED?

DISCLAIMER: Any order placed BEFORE 11/22 at 10am PST will NOT be eligible for price adjustments.

Sale prices cannot be applied to previous orders and therefore price adjustments are not allowed.

[BFCM] CAN I STACK DISCOUNTS?

[BFCM] CAN I RETURN AND EXCHANGE MY BFCM PURCHASES?

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

Standard domestic orders typically ship within 1-3 business days and will arrive 6-10 business days after your order is shipped. This time includes processing and shipping times.

Expedited domestic orders typically ship within 1-3 business days and will arrive 3-7 business days after your order is shipped. This time includes processing and shipping times.

For international orders, please allow up to 6-15 business days for your package to arrive.

WHAT IF MY ITEM IS ON PRE-ORDER AND I PURCHASE AT TIME OF DROP?

An item on pre-order is one that is not yet in our warehouse. By purchasing an item that is on pre-order, you are securing your item until we are able to ship it out to you.

If you purchase an item on pre-order, please know that we are unable to ship your entire order until your pre-order item arrives to our shipping facilities. We cannot ship your items separately and are unable to make any exceptions. If you'd like to receive items outside of pre-order prior to the expected arrival date, we recommend placing a separate order.

We sincerely apologize for any inconvenience this may cause and appreciate your patience.

WHAT IS YOUR DOMESTIC RETURN POLICY?

If you’re not obsessed with your SET...

Black Friday + Cyber Monday orders arenonrefundable. Your item(s) may be exchanged for a different item or online store credit within 45 days of placing your orderHERE. International orders placed during our Black Friday / Cyber Monday sale are allFINAL SALE. Items on our “Sale” page areFINAL SALEand are not eligible for return or exchange. This return policy will be enforced on orders placed 11/1 at 10am PST – 11/28 at 12am PST.

Outside of Black Friday + Cyber Monday, you may return them for a full refund within 14 days of receiving your order. Should you wish to exchange your order or receive store credit, you have 30 days to initiate your return. Once you have submitted your return request, you have 7 days to ship back your item(s). Please note that items may only be exchanged once; if your exchange arrives and you are still unhappy with it, you may return it for a refund or store credit. A $6.95 fee will be deducted from your refund unless you are exchanging or returning for store credit.

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 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 reimbursem*nt 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?

Black Friday + Cyber Monday orders arenonrefundable. Your item(s) may be exchanged for a different item or store credit within 45 days of placing your orderHERE. International orders placed during our Black Friday / Cyber Monday sale are allFINAL SALE. Items on our “Sale” page areFINAL SALEand are not eligible for return or exchange. This return policy will be enforced on orders placed 11/1 at 10am PST – 11/28 at 12am PST.

International orders are eligible for return within 21 days of the delivery of your order. 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:
SET ACTIVE, LLC
ATTN RETURNS
Ramp Logistics
2825 S Santa Fe Ave
Vernon, CA, 90058

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.

Please note: We will only accept items that are new and unworn. If 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 reimbursem*nt 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 as well as duties + taxes are non-refundable when you exchange, return, or if you reject your package.

Thank you for understanding.

HOW DO I START A RETURN OR EXCHANGE?

To initiate an exchange or return, please clickhere.

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.

HOW LONG DOES A REFUND OR EXCHANGE TAKE TO PROCESS?

MY ORDER SAYS DELIVERED BUT I NEVER RECEIVED IT.

WHAT IS THE SET REWARD PROGRAM? HOW DOES IT WORK?

When you create an account, you’re already a member of SET Rewards – welcome!

By joiningSET Rewardsyou’ll get rewarded while you shop. Members earn 5 points for every $1 spent and can also earn points through other activities. Points can be redeemed for free perks or select merchandise. The best part? It’s free to join and you’ll get 200 points just forsigning up.

Keep a look out for special occasions when we'll be running promotions for extra SET Reward points. Each time you place an order, your account will auto-update and you will see the latest points total. It may take up to 14 days to see new points reflected in your account.

Please note: your points never expire.

ARE SET REWARDS ITEMS FINAL SALE?

The following items are final sale when purchased using your SET Rewards points. Please note that all other items in your order will NOT be considered final sale unless otherwise specified.

SET Employee Hat: Final sale with SET Rewards points

Socks + Undies Bundle: Final sale with SET Rewards points

Free Basic: Final sale with SET Rewards points

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

What should I know about promotions and bundle deals?

Occasionally we will run special promotions across the site - either automated or through discount codes.

Some of these promotions run for a select period of time and are only available to a limited number of people. Make sure to check the fine print when we release these special promotions.

All bundle deals apply to full priced products only*. They won't apply to special promotions or sale items. *Except for during Black Friday.

If you have any questions about sales, promotions, and bundle deals, feel free to reach out to hello@setactive.co.

WHERE CAN I PURCHASE SET?

You can purchase SET online or at any of ourLocations.

Please know that any purchase made in store can only be returned in store. You are eligible for a full refund within 30 days from the date of purchase. Our retail stores won’t accept online returns. If you’d like to return pieces you purchased online, you can request a return labelhere. Please know that we will only accept returns for items that are new and unworn with the original tags attached, accompanied by the sales receipt.

If you purchased a full SET with a bundle deal and wish to return one piece from your set, you will be responsible for the full price of the piece you keep and be refunded the difference.

WHAT SHOULD I KNOW ABOUT THE SET GIFT CARD? HOW DOES IT WORK?

Want to give the gift of SET but not sure what to buy? Then theSET gift cardis the one for you. You can purchase a card in the amount of $50, $100, $150, $200, $250, or $500 from our online store only.

Gift card redemptions can be combined with discount codes and promotional items at checkout. SET Rewards members are eligible to receive points on the value of gift card purchases. Purchases made using gift cards as the payment method are not eligible for reward points. Gift cards cannot be redeemed or exchanged for cashback. SET Active gift cards do not expire and are only redeemable online.

Multiple gift cards can be redeemed within one transaction. Just enter each desired code within the discount box located at checkout.

To redeem your giftcard:

1. Locate your digital gift card code.
2. Enter code in the discount boxd located at checkout.
3. Select Apply to redeem your gift card.

WHAT’S THE BEST WAY TO FIND OUT ABOUT NEW DROPS, FLASH SALES, OR SPECIAL OFFERS?

Join our email list here, sign up for texts, and/or follow us onInstagram +TikTok

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

WHO CAN I CONTACT WITH QUESTIONS ABOUT MY ORDER?

WHAT IS ROUTE PROTECTION?

As of November 18, 2021, 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. You will need to opt into Route Package Protection before placing your order if desired.Please note: If you choose not to add Route Package Protection, you accept that SET Active 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 thispageto file a claim. If you have any questions or need further assistance, please emailhello@setactive.co.

If you're automatically directed to Shop Pay, you will not be able to add Route Protection from this checkout screen. If this happens, not to worry - scroll down to check out as guest, toggle Route Protection ON, and then input the email associated with your Shop Pay account.

WHAT ARE CATCH PAYMENTS?

We’ve partnered with Catch to offer you store credit on every purchase when you pay with your bank.

By paying from your bank account with Catch, you save SET money, which means we’ve got savings we can pass on to you (and we throw in a little extra). The best part? It's completely free to use.

To Sign Up:

1. Select Catch at checkout. You’ll be redirected to Catch to log in or create an account.
2. To create an account, you’ll need to provide your phone number, name and email and link your bank account. Catch uses Plaid and Teller to link your bank in seconds—you’ve probably done this before if you have Venmo, Robinhood, or have filed your taxes online.
3. If you already have a Catch account, just verify your phone number and pay.

If it’s your first time using Catch, you’ll get an extra $20 in store credit towards your next purchase in addition to the 10% we offer.

Are there any restrictions on my Catch credits?

Your SET Active credits can only be redeemed online at SET Active and must be used before they expire. To redeem, just pay with Catch again next time you’re shopping with us.

You can’t earn or redeem credits on gift card purchases. Other than that, no restrictions.

How will I redeem my credits?

Your credits will automatically be applied when you shop with us again and pay with Catch. You
can also manage your credits at any time by logging into your Catch account.

If you’d like to share the love, simply select “share as gift” in your Catch account to gift your credit to a friend so they can use it towards something special at SET.

How does Catch make money?

Unlike other payment methods who take a cut of every transaction, Catch charges SET only when it drives value to our business. In other words, we pay Catch a small fee if and when you return and redeem your Catch-earned store credit.

About Catch

Catch was founded in 2020 by some people in San Francisco who wondered why we all use credit and debit cards when there’s a better alternative for everyone (except the credit card companies and big banks). Our team hails from companies like Affirm, Google, Apple, and LinkedIn. Some of our biggest fans are SET Active (obviously) and the founders of Warby Parker, Allbirds, Harry’s,
DoorDash and Casper. And now we hope to add you to that list. Learn more here.

WHAT IS AFTERPAY?

Installments with Afterpay is a service that allows you to make purchases now and pay for them over time. To learn more, visitwww.afterpay.com

Simply shop online and add items to your shopping bags and checkout as normal. At the checkout, choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It's that easy!

Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Installments with Afterpay can only be applied to purchases made onSetActive.cowebsite.

Payment options depend on purchase amount.

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US credit card, debit card, or bank account, and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

For pay-in-4 payments, generally customers are required to make their down payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method.

For monthly payments, customers may be required to make a down payment at the time of purchase. The remaining payments will be deducted every month from your payment method until all scheduled payments are complete.

For all Afterpay payments, you can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Afterpay orders are delivered pursuant to delivery time frames presented by Set Active after you complete your order online.

Transaction value limits apply to purchases made on setactive.co using installments by Afterpay.

Subject toSet Active's return and refund policies, if you have changed your mind, you may be able to return your Afterpay purchase for a refund. Please check that your return or exchange meetsSet Active's Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you are fully returning items you purchased using the monthly payments option and a refund is owed, any amounts paid towards the good or service will be refunded; any interest that has already been paid will not be refunded. You may be charged interest for the period of time before your refund is processed.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

If you don't pay your Afterpay installments on time you will be prevented from using Afterpay and you may be charged a late fee.

Afterpay will be notified once your refund is processed.

If you purchased using pay-in-4, your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.

If you purchased using monthly payments, interest already paid will not be refunded. Any amounts paid toward the good or service will be adjusted, interest will be recalculated based upon the adjusted amount.

Pay-in-4 purchases are always interest-free.

Monthly payments may include interest. If your installment loan includes interest, you will be able to see the amount you will owe before completing the purchase.

If you would like to know more about Afterpay, visit the Afterpay websitewww.afterpay.comfor a comprehensive list ofFAQs,​Terms of Service,Pay-in-4 Installment Agreement,Monthly Payment Loan Agreementas well asAfterpay's Privacy Policy.

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form foundhere.

WHAT SIZE AM I?

Check out our size guide for detailed fit information. 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.

In general, all of our styles run true to size. For Activewear, Sweats, and Basics if you’re in between sizes, we recommend sizing up. The Lounge Button Down and Lounge Pant are designed to fit oversized — if this isn’t your style, we recommend sizing down.

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

WHERE DO YOU MAKE YOUR CLOTHING?

IS SET SUSTAINABLE?

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

LIMITED EDITION DROPS: Our limited-edition model ensures the least amount of apparel waste as 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.

WASH AND CARE: As an additional measure in protecting our planet, we recommend that you wash your SET pieces in cold water + lay flat to dry.

WHO CAN I CONTACT ABOUT PRESS RELATED INQUIRIES?

IS SET HIRING? DOES SET OFFER INTERNSHIPS?