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FAQ
FAQ

Wondering how your SET will fit? Our size chart serves as a general guideline for helping you find the right SET by using your measurements. In general, all of our styles run true to size. For Activewear, Sweats, and Basics if you’re in between sizes, we recommend sizing up. The Lounge Button Down and Lounge Pant are designed to fit oversized — if this isn’t your style, we recommend sizing down.

P.S. Our fit + sizing recommendations for each piece are written on the individual product descriptions. Be sure to skim that info before adding to cart.

WHAT RULES + IMPORTANT INFO DO I NEED TO KNOW FOR BLACK FRIDAY / CYBER MONDAY?

*Due to higher order volume than usual, please allow up to 7-10 business days for your order to process.

RETURN + EXCHANGE POLICY

Black Friday / Cyber Monday orders are nonrefundable. Your item(s) may be exchanged for a different item or store credit within 45 days of placing your order. International orders as well as orders from our “Sale” page are final sale and not eligible for return or exchange. 

ORDER CHANGES + CANCELLATION

Orders can be changed or canceled only if they have not been shipped or processed by our warehouse. Addresses can be changed or adjusted by emailing hello@setactive.co, only if you have not yet received your tracking information.

DISCOUNT CODES + SALE PRICING

Sale prices cannot be applied to previous orders, therefore price adjustments are not allowed. No codes are necessary to receive sitewide discounts. No discount codes are applicable during pre-sale or Black Friday / Cyber Monday. However, bundle deals are active.

REWARDS

All rewards can be redeemed during Black Friday / Cyber Monday, excluding the free SET reward.

Download our BFCM Getaway Guide for major sneak peeks into this year's theme, drops + discounts.

HOW DO I RECEIVE A GIFT WITH PURCHASE FOR BFCM?

We’re putting a keychain in 3,000 orders placed during BFCM (Nov. 16th — 28th). If you get one of these in your order, you automatically unlock a $20 gift card to use toward a future SET purchase. But wait — the surprises don’t stop there. Six lucky orders will receive a golden key, which means you’re being granted the ultimate upgrade. We’re talking a $250 gift card for a future SET purchase. Yup, you read that right. 

Gift card codes are valid from 12/1/22 to 1/31/23 and cannot be combined with other discounts. Eligible on all available products. No minimum order value required. Can only be applied to one order.

WHEN WILL MY ORDER SHIP? WHEN WILL I RECEIVE IT?

Domestic orders typically ship within 2-3 business days and will arrive 5-10 business days after your order is placed. For international orders, please allow up to 7-10 business days for your package to arrive. Once your order is placed, you should receive a confirmation email within 24 hours with a link to track your order, and another email once it ships. Trust us - it's worth the wait. 

WHAT IF MY ITEM IS ON PRE-ORDER AND I PURCHASE AT TIME OF DROP?

An item on pre-order is one that is not yet in our warehouse. By purchasing an item that is on pre-order, you are securing your item until we are able to ship it out to you.

If you purchase an item on pre-order, please know that we are unable to ship your entire order until your pre-order item arrives to our shipping facilities. We cannot ship your items separately and are unable to make any exceptions. If you'd like to receive items outside of pre-order prior to the expected arrival date, we recommend placing a separate order.


We sincerely apologize for any inconvenience this may cause and appreciate your patience.

WHAT IS YOUR DOMESTIC RETURN POLICY?

If you’re not obsessed with your SET pieces, you may return them for a full refund within 14 days of receiving your order. Should you wish to exchange your order or receive store credit, you have 30 days to initiate your return. Once you have submitted your return request, you have 7 days to ship back your item(s). Please note that items may only be exchanged once; if your exchange arrives and you are still unhappy with it, you may return it for arefund or store credit. A $6.95 fee will be deducted from your refund unless you are exchanging or returning for store credit.

If you request an exchange, your item(s) is not guaranteed to be in stock and will only be reserved for you once your return has been dropped off and scanned by your shipping carrier. We suggest dropping off your return ASAP to increase the likelihood that your requested exchange item(s) is still in stock. If your requested item(s) is no longer in stock, you will automatically receive store credit for your return. 

Please note: We will only accept items that are new and unworn. If returned item(s) shows any signs of wear or damage beyond (reasonable) repair, you will be offered a 20% refund or can have the item(s) shipped back to you. If you ordered a full SET and wish to return only one piece, you will be responsible for the full price of the piece you keep and will be refunded the difference.

Shipping fees are non-refundable.

All sale items are non-refundable and are not eligible for exchange.

WHAT IS YOUR INTERNATIONAL RETURN POLICY?

International orders are eligible for return only within 21 days of the delivery of your order. To process and verify your return, please visit our portal here: https://returns.setactive.co/#/ At this time, we are unable to offer free returns for international orders so please ship your items to our warehouse using any prepaid and trackable return method to the address listed below.

Mail to: 
Set Active LLC, 
ATTN: Returns 
2289 E 49th Street, Vernon CA 90058 

Be sure to include your order number and name as a reference inside your package.

If you’d like to exchange your item, please send it back as a return and place a new order.

Please note: We will only accept items that are new and unworn. If returned item(s) shows any signs of wear or damage beyond (reasonable) repair you will be offered a 20% refund. If you ordered a SET and wish to return only one piece, you will be responsible for the full price of the piece you keep, and will be refunded the difference. Shipping fees as well as duties + taxes are non-refundable when you exchange, return, or if you reject your package.

Thank you for understanding.

HOW DO I START A RETURN OR EXCHANGE?

To initiate an exchange or return, please click here

PLEASE NOTEif you request an item for exchange, your items are not guaranteed in stock and will only be reserved for you once your return items have been dropped off & scanned at your shipping carrier. We suggest dropping off your return ASAP to increase the likelihood that your requested exchange items are still in stock. If your requested items are no longer in stock, you will automatically receive store credit for your return. 

HOW LONG DOES A REFUND OR EXCHANGE TAKE TO PROCESS?

Once we receive your exchange or return, please allow 5-7 business days for our team to process it.

MY ORDER SAYS DELIVERED BUT I NEVER RECEIVED IT.

Please double check that the shipping address you used matches your location. If so, check with your neighbors to make sure someone near you didn’t receive your package by mistake. We offer Route Package Protection on every order, which covers items/packages that are lost, stolen or damaged in transit. If you paid for Route Package Protection and you cannot locate your package, please visit this page within 15 days of the noted delivery date to file a claim. For more information on Route Package Protection, please click here. If you have any questions or need further assistance, please email hello@setactive.co

HOW SHOULD I CARE FOR MY SET?

Take good care of your SETs

ACTIVEWEAR + BASICS: Machine wash cold with like colors and lay flat to dry. Or, tumble dry on low if you’re on the go.

SWEATS: Machine wash cold with like colors and lay flat to dry. Or, tumble dry on low if you’re on the go. For the first wash, we recommend washing your Sweats alone.

LOUNGE: The loose knit structure of this fabric causes the pieces to stretch with wear and revert back to shape when washed. Because the fabric is prone to stretching, we recommend folding your Lounge pieces when storing, rather than hanging them.

Machine wash cold with like colors and on delicate cycle. Lay flat to dry. Do not hang dry as it will cause the fabric to stretch.

Do you love + need that buttery-cozy, straight out of the dryer feeling? We get it. Although we don’t recommend it, you can tumble dry on low, but please note that your pieces may shrink slightly in the dryer. If you prefer to tumble dry, take this into consideration when choosing your size.

Please note that color dyes have different effects on each type of fabric.

IF A LIMITED-EDITION COLOR OR STYLE SELLS OUT, WILL IT BE RESTOCKED?

Once a limited-edition color sells out, it’s gone for good. The bright side: Our Core Collection colors are introduced at the beginning of each year and are periodically restocked throughout the year. To stay up to date on our latest color drops, follow us on IG, subscribe to our emails, & and sign up for texts.

WHAT’S THE BEST WAY TO FIND OUT ABOUT NEW DROPS, FLASH SALES, OR SPECIAL OFFERS?
CAN I MAKE ADJUSTMENTS TO MY ORDER AFTER IT’S BEEN PLACED?

We can’t make any promises, but we’ll give it our best shot. Email us ASAP at hello@setactive.co for any changes regarding size, color, style, shipping address, or order cancellation. Unfortunately, we can’t add items to your order after it’s already been placed. Please note: If you ordered a SET and wish to return only one piece, you will be responsible for the full price of the piece you keep and will be refunded the difference.

All sale items are non-refundable and are not eligible for exchange.

WHO CAN I CONTACT WITH QUESTIONS ABOUT MY ORDER?

Send us an email at hello@setactive.co and our customer experience team will take great care of you. You can expect a reply from us within 24-48 business hours during our business hours – M-F from 9AM-5PM PST.

WHAT IS ROUTE PROTECTION?

As of November 18, 2021, we offer Route Package Protection with every order, which covers items/packages that are lost, stolen or damaged in transit. For orders under $100, the fee is $0.98. For orders over $100, the fee is 2% of your order subtotal. You will need to opt into Route Package Protection before placing your order if desired.Please note: If you choose not to add Route Package Protection, you accept that SET Active is not liable for items that are lost, stolen or damaged in transit. If you place an order with Route Package Protection and your item(s)/package(s) are lost, stolen or damaged in transit, please visit thispageto file a claim. If you have any questions or need further assistance, please emailhello@setactive.co.

If you're automatically directed to Shop Pay, you will not be able to add Route Protection from this checkout screen. If this happens, not to worry - scroll down to check out as guest, toggle Route Protection ON, and then input the email associated with your Shop Pay account.

WHAT ARE CATCH PAYMENTS?

We’ve partnered with Catch to offer you store credit on every purchase when you pay with your bank.

By paying from your bank account with Catch, you save SET money, which means we’ve got savings we can pass on to you (and we throw in a little extra). The best part? It's completely free to use.

To Sign Up:

1. Select Catch at checkout. You’ll be redirected to Catch to log in or create an account.
2. To create an account, you’ll need to provide your phone number, name and email and link your bank account. Catch uses Plaid and Teller to link your bank in seconds—you’ve probably done this before if you have Venmo, Robinhood, or have filed your taxes online.
3. If you already have a Catch account, just verify your phone number and pay.

If it’s your first time using Catch, you’ll get an extra $20 in store credit towards your next purchase in addition to the 10% we offer.

Are there any restrictions on my Catch credits?

Your SET Active credits can only be redeemed online at SET Active and must be used before they expire. To redeem, just pay with Catch again next time you’re shopping with us.

You can’t earn or redeem credits on gift card purchases. Other than that, no restrictions.

How will I redeem my credits?

Your credits will automatically be applied when you shop with us again and pay with Catch. You
can also manage your credits at any time by logging into your Catch account.

If you’d like to share the love, simply select “share as gift” in your Catch account to gift your credit to a friend so they can use it towards something special at SET.

How does Catch make money?

Unlike other payment methods who take a cut of every transaction, Catch charges SET only when it drives value to our business. In other words, we pay Catch a small fee if and when you return and redeem your Catch-earned store credit.

About Catch

Catch was founded in 2020 by some people in San Francisco who wondered why we all use credit and debit cards when there’s a better alternative for everyone (except the credit card companies and big banks). Our team hails from companies like Affirm, Google, Apple, and LinkedIn. Some of our biggest fans are SET Active (obviously) and the founders of Warby Parker, Allbirds, Harry’s,
DoorDash and Casper. And now we hope to add you to that list. Learn more here.

HOW DO DISCOUNT CODES WORK?

Only one discount code or promotion can be applied per order. Discount codes or promotions cannot be retroactively applied.

HOW MUCH DOES SHIPPING COST WITHIN THE US?

All domestic orders over $175 ship for free. Anything under that – it's just $6.95.

WHAT ABOUT INTERNATIONAL SHIPPING?

International orders $250+ ship free. Any order less will cost a flat rate of $20.

Please note that your order ships from the US and may be subject to additional customs fees during checkout. SET is not responsible for any duties or import taxes. If you reject or return your package, we will not refund your payment to you.

Thank you for your understanding. 

WHAT SIZE AM I?

Check out our size guide for detailed fit information. Still not sure? DM us on Instagram or email our team at hello@setactive.co and we can help you with all things style and sizing. 

In general, all of our styles run true to size. For Activewear, Sweats, and Basics if you’re in between sizes, we recommend sizing up. The Lounge Button Down and Lounge Pant are designed to fit oversized — if this isn’t your style, we recommend sizing down.

P.S. Our fit + sizing recommendations for each piece are written on the individual product descriptions. Be sure to skim that info before adding to cart.

WHERE DO YOU MAKE YOUR CLOTHING?

Our SCULPTFLEX®, LUXFORM®, and SPORTBODY™ fabrics are designed in Los Angeles and manufactured in China. All other product lines - Sweats, Basics, and Lounge - are designed and manufactured right here in Los Angeles. We have a close relationship with all of our production partners to ensure they maintain safe working environments and provide liveable wages.

IS SET SUSTAINABLE?

At SET, we are constantly evolving our practices to ensure that our brand operates as sustainably as possible. Here are some of our current practices:

LIMITED EDITION DROPS: Our limited-edition model ensures the least amount of apparel waste as possible. We have never had to dump any leftover apparel after a drop — and we don’t plan to any time soon.

PACKAGING: Our POLYMAILER packaging is made from 40-50% recycled materials, and with the EPI additive we use, it becomes biodegradable. Our MAILING BOX is made from 100% recycled materials.

WASH AND CARE: As an additional measure in protecting our planet, we recommend that you wash your SET pieces in cold water + lay flat to dry.

WHERE CAN I SHOP FOR SET?

SET is sold exclusively online at www.setactive.co.

WHAT DOES COMMUNITY MEAN TO SET?

We’re a community first and a brand second, which means we’re all about open conversation, continuous innovation, and true connection with our customers. We live to create what you want, because we’re at our best when you feel yours.

We have such admiration for how the Hawaiian community bands together to protect their land, oceans, and wildlife. In an attempt to honor and contribute to their efforts, a portion of sales from our Hawaii-inspired collection will be donated to the Hawai’i Wildlife Fund. To learn more about their incredible work or to donate directly, visit their website.

In light of the recent tragedy in Uvalde, we’re committed to doing what we can — as both a brand and a team — to propel this devastation into long-overdue action. A portion of daily proceeds will be donated toEVERYTOWN, a nonprofit organization fighting to end gun violence and build safer communities across the U.S.

WHO CAN I CONTACT ABOUT PRESS RELATED INQUIRIES?

Please send us a detailed email at partnerships@setactive.co and our team can connect you with the right person. 

IS SET HIRING? DOES SET OFFER INTERNSHIPS?

We always share open positions and internships on our Careers page. Don't see what you’re looking for but certain you’d make a great addition to the team? We’re always open to an amazing pitch. Email us at hello@setactive.co or follow us on LinkedIn.