My order still hasn’t shipped! Why is it taking so long to get my gear?

  • Most of our orders ship out within 7 business days. This means it may be a week and a half of calendar days before your order ships, and then it will take a few more days to travel to your location and be delivered.
  • Based on our experience, we recommend waiting two weeks from the date you placed your order before contacting us. In almost all cases, everything is fine and your order will ship soon.
  • Sometimes we experience huge order spikes, for instance when the supporters group is in the headlines. During these spikes, it may take us up to 10-14 business days to ship.

I made a mistake with my order. Can I change the items or the shipping info?

  • If you need to make changes to your order, please contact us as soon as possible and include your order number. If your order hasn’t shipped yet, we may be able to make certain changes.
  • If your order has already shipped, unfortunately there is no longer anything we can do to change it.
  • We can generally make changes to the shipping address and the purchaser contact information associated with the order.
  • In most cases we cannot change, add or remove the retail items purchased in your order. There are customer protection processes in place that prevent us from adding new charges to your order, or changing the existing charges.
  • If you absolutely need to change the items in your order, please contact us with the form below. We will cancel your original order and issue a refund. You will then be able to place a new order with the correct item information that you need.

The merch store is broken! I can’t complete my order! Help!

  • We’re sorry that you’re having trouble. Almost always, if the merch store isn’t working correctly, if you try again on a different browser and/or computer, you will be able to purchase items successfully.
  • If you’re unable to complete your purchase, be sure you’ve entered your information in all fields, and clicked the “I Certify” dropdown. These fields are required before you can checkout.

I received my order, but my stuff is missing/damaged/wrong!

  • We try our absolute hardest to ensure that all orders are fulfilled accurately, however mistakes do (rarely) happen.
  • If you received an order that is missing items, contains the wrong items, or contains damaged items please contact us with your order number and details about the product you would like to return. We will respond as quickly as possible with information on how to process your return.
  • Your request must arrive within 14 days from the time your order was delivered.
  • If your damaged item is discontinued, we can provide you a with a different item or refund your purchase.

Can I order gear that’s no longer available in the merch store?

  • Unfortunately, no. 

The Pollo FC merch store shipping and handling services are managed locally right here in Austin, TX. 

For assistance and inquiries relating to the merch store, please contact Pollo FC at Email address.

Shipping Policy

Store orders generally ship within seven business days.

International Shipping

At present, the store is not capable of shipping orders outside of the United States.

Return Policy

You may return items that are in ‘like new’ condition within 14 days of delivery for a full refund.

In cases where the return is a result of our error (you received an incorrect or defective item) we’ll also pay the full return shipping costs.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond as quickly as possible with instructions for how to return items from your order.

— The Pollo FC team