FAQs
GENERAL INFORMATION
What is the Patron Store?The ReFIT Portland Patron Store is our own retail store featuring thousands of competitively priced, brand-name products where each sale results in a significant contribution to ReFIT Portland.
How is my purchase benefiting ReFIT Portland?
When you shop from the Patron Store, an average of 10% of every sale is shared with ReFIT Portland. You get great prices and products; ReFIT Portland receives additional funding throughout the year.
Who is supplying the product or service I order?
Patron Store products are supplied by reputable distributors and strategic partners established and maintained for ReFIT Portland by The Patron Company.
Do all products carry the ReFIT Portland logo?
The vast majority of Patron Store products are as you would find them at any mainstream retailer– without ReFIT Portland branding. When available, products customized for ReFIT Portland, such as apparel, are found within the “Booster Store,” a unique and optional Patron Store department.
ORDERING
Do I need to create a Patron Store account?By checking out as a guest, you need not create an account. However, a Patron Store account enables you to make purchases more quickly, view and check the status of your orders, store alternate shipping addresses, and create a wishlist. To ease account creation, you may log in via Facebook.
What methods of payment does the Patron Store accept?
We accept Visa, MasterCard, American Express, and Discover. We also accept Patron Store vouchers and gift cards.
How do I create a wishlist?
Whenever you find a product you would like as a gift, click the Add to Wishlist link on the product detail page. (If you do not yet have a Patron Store account, we will set one up for you in the process of creating your wishlist.) To view, edit and share your wishlist, log in to your account and navigate to My Wishlist.
Can I send my order as a gift to another person?
To order an item and have it sent as a gift, simply add the appropriate ship-to address during checkout. Note: if the recipient is not expecting a gift, they may refuse the package, believing it was sent to them in error. You may want to let the recipient know that a surprise is on the way.
Can I send a gift card?
Available in denominations of $25, $50, $100 and $250, Patron Store Gift Cards are simple to use, spend the same as cash, and can be used for any of our tens of thousands of quality products.
How long will it take to receive my order?
Items are processed for shipment within 2 business days; shipping time adds to this. For most items, standard shipping adds 3 to 7 business days to the order processing time. For more information about your shipping options, see our Shipping and Delivery page.
Where are you able to ship to?
We ship to anywhere in the contiguous U.S. plus, at additional charge, Alaska and Hawaii. We currently cannot ship to PO boxes, APO, FPO, and DPO addresses, Puerto Rico, and addresses in U.S. protectorates and territories.
How do I know if you received my order?
We email confirmation of your order shortly after it has been placed. If you do not receive an order confirmation email, check your junk email folder, log in to your account to confirm the accuracy of your email address, or contact us at customerservice@patronstore.com at any time or 1-800-332-8041 between the hours of 8 AM to 5 PM Pacific, Monday through Friday.
May I cancel an order?
To speed delivery, most orders enter the shipping process almost immediately. Orders in the shipping process cannot be modified; you will need to initiate a return when the item arrives.
What may I return or exchange?
You may return or exchange most new, unopened, and unworn items within 30 days of delivery. Check the item’s product detail page for eligibility.
CUSTOMER SERVICE
What do I do if I have forgotten my password?In your Patron Store, click on My Account in the upper right-hand corner and then click on the Forgot Your Password link under Registered Customers. You will receive an email containing your password.
I need help. How do I contact customer service?
Email us at customerservice@patronstore.com at any time or call 1-800-332-8041 between the hours of 8 AM to 5 PM Pacific, Monday through Friday.
How do I know my order’s status?
We email confirmation of your order shortly after it has been placed and once again as each item is shipped. Unless you checked out as a guest, you can log in to your account at any time to view order status, tracking information, and history.
What if I lose my order number?
To find your order number, check your order confirmation email. If you do not have the order confirmation email, log in to your account and view your orders; the order number is shown. If you checked out as a guest or are unable to access your account, contact us via customerservice@patronstore.com or 1-800-332-8041.
What if I do not receive my order by the scheduled delivery date?
If you do not receive your order by 7 PM on the scheduled day of delivery, contact the shipping company and provide the tracking number. The shipping company is shown in the shipment confirmation email. Alternately, log in to your account and view the order; shipping companies and tracking numbers are shown under the Shipments link. Shipping company contact information is available on our Shipping and Delivery page. If you checked out as a guest or are unable to access your account, contact us via customerservice@patronstore.com or 1-800-332-8041.
Where do I find my tracking number?
Tracking numbers, which are assigned as items are shipped, are included in the shipment confirmation emailed to you. If you do not have the shipment confirmation email, log in to your account and view the order; tracking numbers are shown under the Shipments link. If you checked out as a guest or are unable to access your account, contact us via customerservice@patronstore.com or 1-800-332-8041.
My tracking number does not work. What is wrong?
When shipping volume is high, the first package scan might not occur until arrival at a regional hub, delaying tracking information availability by 24 hours or more. If there is no tracking data for your shipment and the estimated delivery date has not yet passed, please do not be concerned.
My order is missing an item. What should I do?
At times, your order will come in multiple shipments if the items are being shipped from different fulfillment centers. Log in to your account and view the shipment information for your order, shown under the Shipments link, to verify that all the items in your order were shipped in the same parcel. If they were – or if you checked out as a guest or are unable to access your account – contact us via customerservice@patronstore.com or 1-800-332-8041.
How do I return or exchange an item?
Our customer service team works hand-in-hand with you to make product returns and exchanges easy. Our Returns and Exchanges page contains instructions for starting the process.
How soon will I receive my refund?
Usually you will receive a refund 3 to 5 days after we receive the returned item, which is typically 5 to 10 business days from the date you shipped the item back to us.
How do I update my account information?
You can log in to your account at any time to update your name, email address, password, default billing and shipping addresses, additional address entries, and newsletter subscription.
How do I subscribe to or unsubscribe from Patron Store emails?
If you are not subscribed, simply enter your email address into the Email Sign Up form at the bottom of every Patron Store page. Log in to your account and select Account Information to change you email address or select Newsletter Subscriptions to unsubscribe.
