Returns & Exchanges Policy
Massov Returns, Warranty & Package Protection Policy
Last Updated: September 11, 2026
Returns & Warranty
30-Day Returns
Massov offers a 30-day hassle-free return policy on eligible purchases. Returns must be requested within 30 days of delivery.
- Original shipping charges are non-refundable.
- Refunds are issued to the original payment method.
- Your financial institution may require additional processing time.
- Original packaging is preferred whenever possible.
- Requests made after 30 days may be reviewed on a case-by-case basis.
How to Return an Item
Massov uses Loop Returns to process returns and exchanges.
- Visit the Returns Portal through massovathletics.com.
- Enter your order number and purchase ZIP code.
- Select the item and reason for return.
- If eligible, Loop Returns will provide a prepaid return label.
- Securely package the item and attach the label.
- Drop the package at an authorized shipping location.
- Once received and inspected, refunds are generally processed within 10–15 business days.
If you have trouble with the Returns Portal, please don’t hesitate to contact us at contact@massovathletics.com.
Exchanges
Exchanges are available through the Loop Returns Portal, subject to product availability. If the requested size or color is unavailable, you may return the eligible item for a refund and place a new order.
Non-Returnable Items
Unless required by law, the following are not eligible for return:
- Gift cards
- Final Sale items
- Clearance items marked non-returnable
- Customized or personalized products
- Team or bulk orders unless otherwise approved
Warranty
Massov stands behind the quality of its products. If you believe your product has a manufacturing defect or fails under normal intended use, please contact us at contact@massovathletics.com with:
- Order number
- Photos of the product
- Brief description of the issue
Massov will review the claim and determine an appropriate resolution, which may include a replacement, repair, store credit, or refund at Massov’s discretion.
Promotions & Discounts
Unless otherwise stated, only one promotional code or discount may be used per order. Promotions, discount codes, automatic discounts, and special offers cannot be combined unless explicitly stated. Massov reserves the right to modify or cancel promotions at any time.
Package Protection
Massov offers optional Package Protection for $2.00 per order at checkout. The fee is charged once per eligible order and is separate from merchandise, shipping, and other fees.
Package Protection may cover:
- Packages lost during transit
- Theft after a package is marked delivered
- Damage occurring during shipping
- Certain carrier-related delivery issues
Package Protection only applies to the order for which it was purchased.
Claim Requirements & Deadlines
Lost Packages
For domestic shipments, wait at least 5 calendar days after the last meaningful tracking update before submitting a claim.
Claims must be submitted within 16 calendar days of the last tracking update.
If tracking shows “arriving late” or “delayed delivery,” Massov may require more than 5 days and may wait until more than 14 days have passed since the last tracking update before considering the package lost.
Stolen or Delivered but Missing
If tracking shows your package as delivered but you cannot locate it, first check your delivery area, property, household members, neighbors, apartment/mailroom or package facility, and available security-camera footage.
Wait 5 calendar days after the carrier’s delivery confirmation before submitting a claim.
Claims must be submitted within 16 calendar days of the delivery date.
Damaged Packages
Damage caused during shipping must be reported within 16 calendar days of the carrier’s delivery date.
Customers may be required to provide photos of:
- Damaged product
- Shipping box
- Shipping label
- Any visible packaging damage
Please keep the original packaging until the claim has been reviewed.
Manufacturing defects or damage unrelated to shipping may instead be handled under Massov’s warranty policy.
How to Submit a Package Protection Claim
Contact us at contact@massovathletics.com and provide:
- Order number
- Email address associated with the order
- ZIP code
Massov may request additional information when necessary.
Claim Review & Resolution
All claims are reviewed by Massov Athletics. Purchasing Package Protection does not guarantee claim approval.
Claims are evaluated based on the shipment circumstances, tracking information, documentation, and this policy. Massov may deny claims that are ineligible, fraudulent, abusive, or otherwise do not meet the policy requirements.
If approved, Massov may provide:
- Replacement of the affected order, or
- Refund to the original payment method
If an identical replacement is unavailable, Massov may provide an alternative resolution at its discretion.
Shipping Addresses & Carrier Delays
Customers are responsible for providing an accurate and complete shipping address.
Package Protection generally does not cover packages that cannot be delivered because of an incorrect, incomplete, or undeliverable address. If an order is returned because of an incorrect address, additional shipping charges may apply for reshipment.
Package Protection does not guarantee a specific delivery date or shipping speed. Normal carrier delays, weather, holidays, carrier volume, customs delays, or other shipping interruptions do not automatically qualify as a lost package.
Fraud & Abuse
Massov may investigate and deny claims involving false or misleading information, fraudulent documentation, multiple reimbursements for the same order, repeated questionable claims, manipulated tracking information, or other abuse of the Package Protection program.
Massov may restrict or remove Package Protection eligibility in cases of suspected abuse.
Package Protection Fee
The $2.00 Package Protection fee is generally non-refundable once an order has shipped, because coverage has become active.
If an order is canceled before shipment, Massov may refund the Package Protection fee with the applicable order refund.
Orders without Package Protection are not covered by this Package Protection program. Issues involving loss, theft, or damage on orders without Package Protection will be handled under Massov’s standard customer-service policies and applicable law.
Policy Changes
Massov Athletics reserves the right to modify, update, or discontinue this program or policy at any time. The policy generally applicable to an order is the version in effect when Package Protection was purchased, subject to applicable law.
Contact Us
For questions regarding returns, exchanges, warranties, or Package Protection claims:
contact@massovathletics.com
We recommend submitting claims and return requests as soon as possible.
