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FAQ

What is Pinpoint Marketing Group?

Pinpoint Marketing Group and Echelon have teamed-up to bring you high-quality fitness apparel and gear that looks as good as it feels. In addition to creating exceptional products that inspire and support your active lifestyle, this unique partnership also aims to optimize, manage and expand Echelon Gear and and the distribution of its apparel.

What payment methods do you accept?

Echelon Gear accepts payment by Visa, Mastercard, Discover and American Express.

What name will appear on my credit card bill?

Your purchase on your credit card bill will appear as, "PINPOINT MARKETING GROUP."

What shipping methods are available and how much do they cost?

For your convenience, we ship via FedEx, DHL and USPS. The store is directly connected to each delivery provider's shipping calculator, all of which determine shipping rates based on your location, package weight and package dimensions. To calculate an order's shipping cost, simply enter the recipient's zip code at checkout and click "continue."

How do I track my order?

After an order is place, an automatic confirmation email is sent to the email address given during checkout, which will include the order number. To get an update on order status, please send an email with the order number to info@pinpointmerch.com and we will respond with the current order status (e.g. In Production, In-Transit, etc.) in one business day.

How can I make a change to my order?

If you made a mistake on your order or would like to make a change, please call  (800)521-2462 or email info@pinpointmerch.com as soon as possible. When you reach out with your request, please include the Echelon Gear order number, as well as the name and email used to place the order and we'll respond with available options. If the order hasn't shipped, we will do our very best to accommodate your request. 

Why didn’t I receive a confirmation email?

We recommend you check your email's spam and junk folders. If you still don't see a confirmation email, please email info@pinpointmerch.com and we'll respond with the requested order confirmation. 

What if I received the wrong or defective product(s)?

If you receive the wrong or defective product(s), please email info@pinpointmerch.com with the order number and issue description. We'll guide the process from there.

NOTE: Please do NOT ship your order back without reaching out, as that may result in significant delay. 

What if I want to return product(s)?

We are happy to accommodate returns for any unworn and/or unused merchandise that have the original tags attached within 30 days of delivery. To return an item from your order, please email info@pinpointmerch.com or call (800)521-2462 to begin the return process. Once you provide us with the order number and the name and phone number used to place the order, we'll take care of the rest. As long as the item(s) meet the return criteria listed above, we'll email you a return label to use when sending the product(s) back. The return must be shipped to us within 2 weeks of us emailing the return label. Once we receive the product(s), we'll process the refund minus shipping costs.

How do I exchange an item?

Unfortunately, we are unable to accommodate product exchange requests at this time due to the COVID-19 global pandemic. You will need to go through the return process (instructions above) and place a new order for the desired item.

DOMESTIC TIME-TO-SHIP:

We are as excited about getting your order to you as you are about receiving them! That's why we ship all domestic orders within 1-3 business days of the order being place. Once it ships, we will send a tracking number to the email used to place the order.

Do you ship internationally?

We do!

IMPORTANT NOTE FOR INTERNATIONAL CUSTOMERS:

Depending on order size and final destination, some orders may be subject to import taxes imposed by the country a shipment is being delivered to. If the destination country does tax imports, these import taxes are not covered by the existing shipping costs associated with the original order and the order recipient will be required to pay the additional fees to receive the package.

Customs policies vary from country to country, so we recommend that you contact your local customs office for more information. In the event you are charged an additional fee, the carrier will expect payment at the time of delivery. Additionally, if any of the following events occur, the return shipping costs and any duties associated with it will be deducted from your refund once our warehouse receives and processes the returned package: 

  • Order recipient refuses the shipment because of these charges.
  • Customs rejects an order due to item restrictions
  • Local postal service cannot locate the shipping address

NOTE: International returns can take upwards of a year to receive and process. We understand this is a long time, which is why an email will be sent to the email address used to place any international order to confirm awareness the email recipient's awareness. Once the email recipient receives this email, they have 5 days to send the required response, acknowledging they understand the possibility and are prepared to cover any additional cost. Once we receive their email confirmation, we will ship the international order within 3-5 business days and email the order's tracking number. If we do not receive a confirmation response to the aforementioned email within 5 days of receiving the requested acknowledgement, the order will be cancelled and a full-refund processed. 

 

Returns and Exchanges for International Orders

ALL SALES FINAL. Orders shipped outside the US and are not eligible for returns or exchanges.

Clearance Items

ALL SALES FINAL. Clearance items are not eligible for return or price adjustments based on sales that were not active when the original item was purchased.