Refund policy

REFUND & RETURN POLICY

This policy applies to all purchases made from 11 Crew and Los Bomberos, online, in-store, and at pop-up events.

1. FINAL SALE ITEMS (NO RETURNS / NO EXCHANGES)

The following items are always final sale and are not eligible for return, refund, or exchange:

  • In-person purchases at:

    • 8th & Main Marketplace

    • Seven Six Zero Salon (including AzĂșcar & Muave Coffee Co space)

    • Vendor events + pop-ups

  • Custom, personalized, embroidered, or made-to-order items

  • Academy, Group, Team, Bulk, and Employer orders (including IVC Fire Academy)

  • Customer-provided garments (items you bring to us to decorate)

  • Hats, beanies, jewelry, drinkware, and gift cards

  • Sale or clearance items

  • Items worn, washed, damaged, or altered after pickup

If your item falls under any category above, it is not eligible for return.

2. ONLINE RETURNS (NON-CUSTOM RETAIL ITEMS ONLY)

Only non-custom retail items purchased online may be eligible for return within 5 days of pickup or delivery.

Return Approval is Required.
Unapproved returns will not be accepted.

To request a return:

  1. Email customerservice@11crew.net

  2. Include your order number

  3. Wait for approval and instructions

Return Condition Requirements:

Items must be:

  • Unworn, unwashed, unused

  • Free of makeup, deodorant, pet hair, odors, or stains

  • In original condition with tags/packaging

Items not meeting these standards will be denied and returned to the customer.

Return Shipping / Drop-Off

  • Customer is responsible for return shipping.

  • Local drop-off is by appointment only.

  • No walk-ins at any location.

3. DAMAGED OR INCORRECT ITEMS

Inspect your order immediately upon delivery or pickup.

If an item appears damaged, defective, or incorrect, email customerservice@11crew.net within 3 days and include:

  • Order number

  • Photos of the issue

Item must be unworn/unwashed and returned for inspection before replacement/refund is considered.

If a verified production error is confirmed on an item we supplied, we will replace or refund at our discretion.

We do not reimburse:

  • Gas, travel, mileage, or time

  • Return postage

4. COLOR DISPLAY NOTICE

Colors may vary slightly due to screen and lighting differences.
This is not considered a defect and does not qualify for return.

5. ACADEMY, GROUP, TEAM, BULK & EMPLOYER ORDERS

(Including IVC Fire Academy and employee apparel orders)

These orders are Final Sale.

  • Each buyer is responsible for selecting their size.

  • Once production begins: no changes, cancellations, or size swaps.

  • Customer-provided logos/art must be print-ready (300 DPI).

  • Approval in any form counts as final approval:
    Text, email, DM, verbal, screenshot reaction (đŸ‘â€ïž ✅), etc.

If the final item matches the approved proof, no refund or reprint will be issued.

6. CUSTOMER-PROVIDED GARMENTS

If you bring your own garment:

  • We do not replace or reimburse if damage occurs.

  • We only replace items we supply.

7. LOCAL PICKUP & POP-UP LOCATIONS

8th & Main Marketplace

Carries select in-store merchandise.
All in-person purchases are Final Sale.

Staff at 8th & Main are not employees of 11 Crew and cannot:

  • Look up online orders

  • Release online order pickups

  • Process exchanges or refunds

  • Answer custom order or sizing questions

They will direct all customers to contact 11 Crew directly.

Seven Six Zero Salon (Pickup Location + Occasional Pop-Ups)

11 Crew rents space inside Seven Six Zero Salon, where AzĂșcar & Muave Coffee Co also operates.

This location is a pickup-only site for pre-paid online orders, unless a scheduled pop-up event is in progress.

  • During pop-ups: You may shop in-person. All pop-up purchases are Final Sale.

  • Outside pop-ups: Pickups only during the scheduled pickup window provided by 11 Crew.

Staff at Seven Six Zero Salon and AzĂșcar & Muave Coffee Co are not employees of 11 Crew and cannot:

  • Release online orders outside pickup times

  • Look up orders or account details

  • Answer merch questions or sizing advice

  • Handle returns, exchanges, or custom requests

They will direct all customers to contact 11 Crew directly.

8. REFUNDS

Refunds (when approved) are issued to the original payment method only and may take up to 10 business days to process after inspection.

  • No cash refunds

  • No refunds to alternate cards/accounts

CONTACT

Email: customerservice@11crew.net
Mailing Address: PO Box 393, Imperial, CA 92251