FREQUENTLY ASKED QUESTIONS

Return Policy

What is your online return policy?

TO & FRO Activewear™ will gladly refund eligible items within 20 days of submitting your order. To be eligible for a return, items returned must be unworn, tagged, in their original condition, and accompanied by the original receipt. Returnable clothing items must be unworn, washed, unaltered with the hangtags attached. Returnable accessories must be returned in unused, unopened, unaltered, and have all original packaging (i.e., boxes, tags/labels, safety seal). The 20-day return period begins the day your order was submitted, and the return must be postmarked (dropped off/scanned in) within 20 days of placing your order. 


Returns can be made in-store with original receipt or via mail.


TO & FRO Activewear™ is not responsible for return postage fees and is not responsible for lost or damaged packages. If returning via mail, we highly recommend purchasing tracking and insurance. TO & FRO Activewear™ reserves the right to refuse any returns received that are beyond 20 days after the postmarked shipment date or if we determine that the merchandise does not qualify for a return. Customers are responsible for the return postage of ineligible returns. TO & FRO Activewear™ monitors returns and reserves the right to deny returns to customers who abuse our return policy based on management discretion. 


Refunds will be processed within 3-5 business days from the day the package arrives and will be refunded in the original form of payment. 


Non-refundable items: final sale items, hair accessories, hats, beverage containers (including accessory caps), beauty products, and promo/free items. 


Final sale items: items purchased at 50% off or more. 


For returns via store location: 

1. Ensure all items are eligible for return and are in the original condition.

2. Collect eligible items, receipts/packing slip, and fill out the enclosed Return Authorization form.

3. Visit the store location within 20 days to process the return. 


For returns via mail: 

1. Ensure all items are eligible for return and are in the original condition. 

2. Fill out the enclosed Return Authorization form located with your packing slip. 

3. Carefully pack eligible items with original receipt, packing slip, and Return Authorization form.

4. Purchase a return label and drop off the package within 20 days of placing the order. 


Return address: 

TO & FRO Activewear 

ATTN: Returns 

452 Ada Dr SE, STE 140 

Ada, Michigan 49301


If you have any questions, please call the store or send us an email.


What is your in-store return policy?

TO & FRO Activewear™ will gladly refund or exchange eligible items within 14 days of the purchase date. To be eligible for a return, items returned must be unworn, tagged, in their original condition, and accompanied by the original receipt. Returnable clothing items must be unworn, washed, unaltered with the original hangtags attached. All swimwear must have original liners attached, and Soia & Kyo coats must have the front tag attached.  Returnable accessories must be unused, unopened, unaltered, and have all original packaging (i.e., boxes, tags/labels, safety seal). 


Items purchase at our retail store must be returned in-person.


Non-refundable items: final sale items, gift cards, hair accessories, hats, beverage containers (including accessory caps), beauty products, and promo/free items. 


Final sale items: red-lined sale items and items purchased at 50% off or more.


Returnable items purchased at full price are eligible for a full refund in the original form of payment, in-store credit, or gift card. Returnable items purchased under a store promotion or discount (excluding final sale items) may be exchanged with in-store credit. 


Returnable items purchased with in-store credit will be refunded in either in-store credit or a gift card. TO & FRO Activewear™ monitors returns and reserves the right to deny returns to customers who abuse our return policy based on management discretion.


Gift cards are non-refundable and cannot be used for e-commerce purchases.


Order Fulfillment

Fulfillment and Shipment

Do you ship outside of the U.S?


We currently ship to U.S. and Canada at this time.


International purchases will be shipped via UPS. Delivery can typically be expected within 10+ business days of the ship date. Please note that international delivery times may also vary due to customs delays, and you may be responsible for import taxes and other custom fees for your package. 


Please contact your local customs office for additional information. 

Can my order be gift wrapped?

Please add gift wrapping to your cart if you need your order wrapped. Please put any additional gift wrapping instructions (e.g., gift receipt in box, [name] on gift tag, excluding an item from wrapping, etc.) in the cart section at checkout. 


For gift wrapped items, prices will be covered and receipts will not be included in the wrapped box by default.

When can I expect my online order to ship?

Orders that are placed Monday through Friday will be processed and are typically shipped within 48 hours of ordering. Orders placed on Saturday or Sunday will ship out the following Monday (excluding holidays). 


Due to COVID-19, orders may take up to 4 business days to ship. 

Can my order be picked up in-person at the store?

Local customers may pick up their orders in the store within 24 hours of placing the order. Please ensure that "In-Store Pickup" is selected at checkout. 


Orders that are not picked up within 7 business days will be canceled and refunded.


If you need your order picked up within 24 hours, please call the store, and we will do our best to accommodate your request.

Cancellations

Can I cancel my online order?

While cancellations cannot be guaranteed, please call our retail store as soon as possible.  We cannot cancel orders after they have been shipped. 

What if I refuse my package?

Refused shipments will be assessed a 25% restocking fee and all shipping charges. TO & FRO Activewear™ is not responsible or liable for the refused packaged (including, tracking down, receipt or condition returned shipment).

Sales Tax

Will I be charged sales tax for my online order?

If you are a Michigan resident, you will be charged Michigan sales tax (6%) for your purchased goods.

Discounts

Can I use more than one discount code or promotion?

Customers are only permitted to use one discount code at a time.

Can I earn loyalty points or redeem my rewards from in-store purchases online?

Unfortunately, in-store loyalty rewards are not earned or redeemed for e-commerce purchases at this time. We encourage our shoppers to visit our brick and mortar for exclusive rewards and promotions.

Payment

Can I use my gift card I purchased in your retail store for online orders?

Unfortunately, you cannot use your gift card for e-commerce purchases at this time. We use two different Point of Sale terminals for our retail store and e-commerce and those terminals do not allow us to interchange gift cards.

Ambassador Program

Are you currently accepting ambassadors?

Our brand ambassadors are selected every 6-7 months. Please visit our 'Ambassador' page to learn more about our program and current ambassadors.

How do you choose your ambassadors?

TO & FRO builds community and comradery through our ongoing ambassador program. We have carefully selected a group of women who inspire and empower those within our local West Michigan fitness and wellness community.


We focus on studio gym owners, fitness instructors, wellness professionals, and social media influencers local to West Michigan. We strive for a diverse team of ambassadors focused on spreading positivity, community, and wellness throughout West Michigan.

Do you have to live near your retail store to be an ambassador?

Our ambassadors are currently required to be able to regularly visit our retail location. We are considering out-of-state ambassadors to promote our e-commerce in the near future.

What do you get for being an ambassador?

TO & FRO Activewear™ brand ambassadors receive amazing perks for being a part of our community. During their contract period, they receive free and discounted product, invites to exclusive events, first looks at new product, client/follower giveaways, promotion and featured in our website and social media channels, and many more amazing perks!


Employment

Are you currently hiring?

We are always looking for talented individuals to join our team! We welcome applicants that are over 18+ years old and share an enthusiasm towards active living.

Please visit our "Employment" page to learn more and apply.

What is your minimum age to apply to work at TO & FRO?

Employees must be at least 18 years old. A High School Diploma is preferred.

Do you have to have retail experience to work at TO & FRO?

Absolutely not! While retail experience is not required, we look for pro-active, outgoing individuals that are excited to learn and help our customers. Employees must be self-motivated to complete tasks and comfortable approaching and assisting customers.

Wholesale

Can you sell my brand in your retail store or website?

While we are not actively seeking additional apparel brands at this time, TO & FRO Activewear™ welcomes brands to email current line sheets and brand information. 

We will not accept walk-ins in our retail location or phone solicitation.

Can I sell your TO & FRO brand at my retail store or studio gym?

At this time, TO & FRO Activewear™ is not wholesaling it's private label.

Events and Services

Can someone help me find an outfit?

While our employees are readily available to help customers during operating hours, we also offers free 60-minutes private appointments to accommodate busy schedules and give undivided attention. Private appointments can also be scheduled before and after store hours to allow undivided attention for styling and wardrobe consultation.


Book a free, private appointment here.

Can I host a private party at your retail store?

Looking to host a private party for your friends, employees, or clients? We offer free, private parties after hours with a 10% discount for the host and their guests. Enjoy a night with the girls with your own private shopping event complete with personal shoppers!


Book your private party here.

Can you host a pop-up shop at my upcoming event?

TO & FRO Activewear™ strives to be active in the local community by hosting routine community service projects (clothing drives for charity) and also monthly events such as community fitness classes and “Sip and Shop” nights.


If you would like us to come to your commercial space for an event, please reach out to our store manager.

Can you donate product to my charity?

While we try to support the community whenever possible, we are tightly allocated for donations for 2020. If you have a charity request, please reach out to our store manager with all of the details (i.e., description of charity, deadline, type of donation, non-profit tax ID, date of event, point of contact, number of sponsors or charity baskets being collected, etc.)


Please do not walk into our retail location or call our store to solicit charity donations.

Contact

How do I get in touch with TO & FRO?

TO & FRO Activewear™ is available via phone or email.


Please call the store for inventory or on-line order questions.


Please email our inventory lead for information on wholesale accounts.


Please email our store manager for store events, employment, donations, and our ambassador program.


Please do not walk into our store location to solicit services or product.

What are your store hours?

Our store hours are available on our "Store Information" page. Please check our Google business page for holiday hours.

How do I get to your store?

Our store is located in downtown Ada. It is 10 minutes from East Grand Rapids, 15 minutes from Downtown Grand Rapids, and 25 minutes from Rockford.


Our address is:

452 Ada Dr SE, STE 140

Ada, Michigan 49301


We are located next next to the James Salon and Ada Market. 


Direction are available on our "Store Information" page.

How can I report a store experience?

Customer satisfaction and overall guest experience is extremely important to us. If you would like to talk about a recent experience, please reach out to our owner as soon as possible.