FAQ
How long does it take from ordering to delivery?
Orders placed before 2:00 PM (local time) are typically processed and shipped the same business day. During periods of high order volume, please allow up to 2–3 business days for processing. Once shipped, delivery within the Continental United States takes 2–5 business days. Alaska, Hawaii, and US territories may take additional time.
Dive gear (masks, snorkels, fins, etc.) is typically processed within 1 business day and ships the next business day.
NOTE: Orders are not shipped or delivered on weekends or holidays. Weather, natural disasters, and carrier delays are outside our control and may affect delivery times.
I'd like to cancel my order — how do I do that?
Orders cancelled before shipment processing will be refunded in full. Orders cancelled after shipment has been processed are subject to non-refundable costs including shipping fees, a 15% restocking fee, and transaction fees. To request a cancellation, contact us immediately at team@ataclete.com or via the chat on our main page.
RETURNS
ATACLETE stands by our money-back guarantee and a lifetime warranty on our dive equipment (masks, fins, and snorkels).
All other returns (T-shirts, shorts, etc.) must be postmarked within 21 days of the delivery date. Returned items must be unused, undamaged, and in their original packaging with all tags and labels attached.
If an item does not meet our quality standards, you may request a return within the 21-day window — even if used — however, a return and/or restocking fee may apply depending on the situation.
Please note: A 15% restocking fee applies to all "Change of Mind" returns (e.g., found a lower price elsewhere, changed your mind, or cancelled during shipping for reasons unrelated to product quality). International orders are not eligible for returns due to logistical and customs constraints.
RETURN PROCESS
To initiate a return, have your Order ID# and mailing ZIP Code ready, then visit https://ataclete.loopreturns.com/#/ to log into your customer account portal. Your login is the email address used at checkout — your password will be emailed to that address. From there, you can submit a return or exchange request.
*NOTE* Returns other than size or warranty exchanges are subject to a 15% restocking fee. Customers are responsible for all return shipping costs. Please use our return management system, ATACLETE is not responsible for lost or missing return packages that are shipped means outside of our return system/portal.
If the portal is unavailable, email team@ataclete.com or reach out via the chat on our main page.
EXCHANGE PROCESS
To initiate an exchange, visit https://ataclete.loopreturns.com/#/ with your Order ID# and mailing ZIP Code. Log in using the email address from your purchase — your password will be emailed to you.
Return postage for size and warranty exchanges is covered by ATACLETE!
*NOTE* For size exchanges, please note the size you'd like to exchange for (e.g., exchanging Size 10 for Size 11) when submitting your request.
REFUNDS
Returned products are inspected every Friday at our warehouse. Once your return is approved, your refund will be processed within 2–5 business days to your original payment method. You will receive an email confirmation when your refund has been issued. Refunds may take 1–2 billing cycles to appear on your credit card statement depending on your card issuer.
If you haven't received your refund within the expected timeframe, first check with your bank or credit card company. If the issue persists, contact us at team@ataclete.com.
PLEASE NOTE: T-shirts or stickers that appear to have been cut with scissors as a result of cutting the product packaging will not be refunded or exchanged.
I entered the wrong address when ordering — can I fix this?
Entering the correct shipping address is the customer's responsibility. If you catch an error immediately after placing your order, you can update your address on the order confirmation page or within your customer portal — this option is available for approximately 30 minutes after your order is placed.
After 30 minutes, please contact us immediately at team@ataclete.com or via chat, as your order may have already been pushed to our warehouse for fulfillment. ATACLETE is not responsible for orders shipped to incorrect addresses provided by the customer, and we cannot guarantee changes can be made once an order has been processed.
QUESTIONS
If you have any questions about our policies, please contact us at team@ataclete.com or via the chat on our main page.
