How can we help?
Clear answers for every step of your order.
From choosing your gear to getting it to your door.
Find answers by topic
A little guidance, right when you need it.
All questions
33 answers to help you move forward.
When will my order ship?
Fan gear typically ships within 7–14 business days of ordering. Uniforms typically ship within 4–6 weeks.
These are shipment estimates; carrier transit is additional. See the delay and partial-shipment answers below for exceptions.
Why is my order taking longer than expected?
Availability, customization, production volume, and supplier processing can affect fulfillment. Vendor delays may extend uniform fulfillment to 12 weeks. Remaining items in a partially shipped order may take longer than 12 weeks.
We communicate significant delays directly. For an update, contact support with your order number.
Why did only part of my order arrive?
Available items may ship first while delayed items remain open. The rest ships separately when ready; supplier delays can extend those remaining items beyond 12 weeks.
Compare the items listed in your shipment details with your order confirmation. If an item listed as shipped is missing, contact support with its name and your order number.
How do I track my shipment?
Open the order-status link in your order confirmation and look for shipment details. If you have a tracking number, use the carrier’s tracking page for delivery updates.
For a split order, check which items are included in each shipment. If you cannot find tracking, send support your order number and the email used at checkout.
My tracking has not updated. What should I do?
A tracking label or an unchanged scan does not tell the whole story. Check the carrier’s latest status and any delivery notices.
If tracking remains unclear, contact support with your order number, tracking number, and the last update shown. Our team can review the shipment with you.
Tracking says delivered, but I cannot find my package.
Confirm the delivery address and check the carrier’s delivery photo or location notes, if available. Look near other entrances, mailboxes, reception desks, or parcel lockers, and ask anyone who may have accepted it.
If you still cannot locate it, contact the carrier and send support your order and tracking numbers so we can review the situation.
Can you guarantee arrival before a game or event?
Production and shipment estimates are not guaranteed arrival dates. Carrier delivery takes additional time.
If you have a deadline, contact support before ordering with the items, quantities, and date needed. Our team can review your request.
Can I pick up my order?
If local pickup is offered for your order, follow the pickup instructions associated with that order. Contact support to confirm readiness and arrangements before visiting.
Our contact address is 15000 E. Beltwood Parkway, Addison, TX 75001.
Where can I check my order status?
Start with the order-status link in your confirmation email. You can also sign in to your account to look for your order details.
If you need help finding an order, contact support with your order number or the name and email used at checkout. An unfulfilled status means the order has not yet been marked as shipped.
I did not receive an order confirmation.
Check your spam, promotions, and junk folders. Search your inbox for FCTR and check the email address you used at checkout.
If you still cannot find it, contact support with your name, checkout email, and approximate order date. Do not send full payment-card details.
Can I change my size, item, name, or number?
Contact support as soon as possible with your order number, the item, and the exact change requested. Our team will check whether the change can still be accommodated.
Changes are not guaranteed, particularly if an order has entered production or fulfillment. Review sizes and personalization carefully before placing your order.
I entered the wrong shipping address. Can I update it?
Email support promptly with your order number and the complete corrected shipping address. Our team will check whether it can still be updated.
If the package is already with the carrier, check the carrier’s available delivery-management options. An address change is not guaranteed.
Can I cancel my order?
Contact support as soon as possible with your order number and cancellation request. Cancellation may not be possible after an order is accepted.
Our team will review the order’s status and confirm what can be accommodated.
I received the wrong item or incorrect personalization.
Compare the item received with your order confirmation. Email support your order number, the affected item, a description of the difference, and clear photos of the item and its label or personalization.
Keep the item and packaging while our team reviews your request and provides next steps.
Why do uniforms take longer to ship?
Uniform orders can involve supplier availability and decoration before shipment. For the current standard estimate and delay exceptions, see When will my order ship? and Why is my order taking longer?
Send support your order number if you need an update on a specific item.
What does print-on-demand mean?
Print-on-demand products are made specifically for your order and marked All Sales Final. Returns or exchanges for sizing, color preference, or change of mind are excluded.
Damage or a confirmed quality issue can still be reviewed. See How do I report a damaged item or quality issue?
Can I exchange a uniform that does not fit?
Uniform returns and exchanges are reviewed individually. Approval is not guaranteed, and fit or change-of-mind requests may be declined.
Contact support with the item, size ordered, and size requested.
What should I check before ordering personalized items?
Review the product, color, size, spelling, and number before checkout. Compare your selections with any ordering instructions you received.
If you notice a mistake after ordering, request a change promptly. Our team will check whether it is still possible.
What is your return policy?
Eligible products have a 30-day return-request window from delivery. Uniforms and print-on-demand items are excluded from standard returns.
Contact support before sending anything back. Approval and return instructions are required.
How do I request a return?
Email support your order number, item, and reason for the request. Wait for approval and instructions before shipping it back.
How do I report a damaged item or quality issue?
Email support your order number, affected item, a description of the issue, and clear photos. Keep the item until you receive instructions.
Damage and confirmed quality issues can be reviewed for all products, including final-sale items. The resolution depends on the circumstances and availability.
Where will my approved refund go?
Approved refunds go to the original payment method. Your bank or payment provider may need additional time to post the refund.
I sent a return. How do I follow up?
Keep your return tracking information. If you need an update, reply to your existing support conversation with your order number, return tracking number, and delivery date shown by the carrier.
How do I choose the right size?
Use the size guide and product details for the specific item. Sizing can vary by brand and product, so compare the measurements with clothing that already fits well.
If a guide is missing or unclear, contact support with the product link and size you are considering before ordering.
Where can I see shipping costs and delivery options?
Review the shipping options and charges shown during checkout for your address and cart. If the option you need is unavailable, contact support before placing the order.
A carrier service selection does not guarantee faster production. Check the shipment estimates when planning your order.
My payment or checkout is not working.
Check your billing details and any error message, then confirm your payment method with your bank or provider. Before trying again, check whether an order confirmation or charge already appeared.
Send support the product link and error message if you need help. Never email full card numbers, security codes, or passwords.
My discount code is not applying.
Check the code’s spelling and the promotion’s dates, eligible products, and other conditions. Review the total before completing checkout.
If you believe the code should apply, contact support with the code, product links, and the message shown at checkout.
How can I get help with store credit?
Review the message you received when the credit was issued and sign in using the email associated with it. If you cannot find or apply the credit, contact support with your checkout email and the related order number.
Our team can review the credit and provide the applicable redemption instructions.
How do I contact FCTR Apparel support?
Email support@fctrsports.com or use our contact form.
Include your order number, the email used at checkout, the item involved, and a short description of the question. For a product issue, include clear photos in your email.
What information should I include in a support request?
Include:
- Your order number, if available.
- The name and email used at checkout.
- The product and size involved.
- Your question or requested change.
- Tracking details or clear photos, when relevant.
Reply to an existing conversation about the same issue so the details stay together. Do not send passwords or complete payment-card information.
I cannot sign in to my account.
Go to account login and choose Forgot password? if needed. Check the inbox and spam folder for the email associated with your account.
If you still need help, contact support with your account email. Never send your password.
How do I stop receiving marketing emails?
Use the unsubscribe option in a marketing email. Order, account, and other non-promotional messages may continue.
Where can I find your privacy policy and manage my choices?
Read our Privacy Policy and Your Privacy Choices page. Contact support for questions or to request help exercising your available privacy rights.
No matching answers yet.
Try a simpler word like “shipping,” “size,” or “refund.” You can also contact our support team for help with your question.
Planning ahead? Shipment estimates exclude carrier transit. For standard timelines and delay exceptions, see shipping times. The full policies linked in these answers provide the details.
Still have a question?
Send us your order number and a few details. For damaged items or product issues, include clear photos in your email.