Marketplace Orders

Shopping in the Marketplace allows you to redeem Pacepoints for exclusive discounts on health and wellness brands. Orders are fulfilled and shipped by the Marketplace Brand Partner directly — not Paceline. This is what lets us offer so many brands in our Marketplace: we don't have to stock or warehouse every product.

Cancellations

Once you place an order, we send it to the Marketplace Brand Partner right away, so we can't guarantee a cancellation request will be successful. If you need to cancel, contact us through the Help Center as soon as possible and we'll ask the Marketplace Brand Partner to stop the order before it ships.

If your cancellation request is successful, we'll process your refund the same way as an approved return (see How refunds are paid below).

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us through the Help Center within 14 days of delivery. Include your order number and any details that help us look into it, such as a photo of the problem. We'll work with the Marketplace Brand Partner to remedy the issue.

Returns

Paceline can submit a return request to a Marketplace Brand Partner on your behalf, but acceptance isn't guaranteed. Each Marketplace Brand Partner sets its own return policy, so eligibility can vary by brand and by item. If your return is approved, the item must be unused, in its original packaging, and have all tags attached.

Consumables are final sale: Food, drinks, and supplements can't be returned. If you're not satisfied with taste, texture, or a similar personal preference, please reach out to the Marketplace Brand Partner directly — they may offer a refund, replacement, or credit at their discretion.

Quality problems: like an item that arrives broken, expired, or isn't what you ordered — aren't subject to a Marketplace Brand Partner's standard return policy. See Damaged, defective, or incorrect items above.

Here's how a standard return works:

1. Contact us through the Help Center to start your request.
2. We'll check whether the item is eligible, based on the Marketplace Brand Partner's policy and its condition.
3. If it's eligible, we'll confirm return details with the Marketplace Brand Partner, including any return shipping instructions.
4. Ship the item back (if asked to). Marketplace Brand Partners may ask you to cover return shipping, and may not refund shipping you already paid. Retain your tracking info as proof of return until it is processed.
5. Once the Marketplace Brand Partner confirms your return was received and processed, we'll initiate your refund.

Subscriptions and in-app purchases

Subscriptions and in-app purchases work differently than Marketplace purchases.

• Free trial. Eligible subscriptions include a [21-day] free trial. You can use the trial once per account, for the lifetime of that account.
• Cancelling. You can cancel anytime, either through the app store you subscribed with (the Apple App Store or Google Play) or directly in your Paceline account settings.
• No refunds on cancellation. Subscription payments aren't refunded when you cancel. You'll keep access for the rest of the period you already paid for, and you won't be charged for the next renewal.
• Purchases made through Apple or Google. If you subscribed through the App Store or Google Play, that platform processed the payment, so refund requests for those charges need to go through Apple or Google directly, following their own refund policies.

How refunds are paid

If approved, your refund goes back to your original payment method within 10 business days of the Marketplace Brand Partner returning the funds to us. Your bank or card issuer may need additional time to post it.

If you applied Pacepoints, approved refunds are credited back as Pacepoints at the value you redeemed. If you applied a Marketplace gift code, we'll reissue a new gift code in the amount you applied to the order. If you paid with a combination of payment methods, each portion is refunded the way it was paid — Pacepoints as Pacepoints, gift codes as a reissued code, and card payments to your original card.

If your refund hasn't arrived

If more than 15 business days have passed since we told you your refund was issued, or since the Marketplace Brand Partner received your return, reply to your confirmation email and we'll follow up. If you can't find that email, contact us through the Help Center with your order number.

Fair use of this policy

We want this policy to work fairly for everyone. If we see a pattern that looks like misuse — for example, frequent no-fault returns, or returns of items that don't match what a Marketplace Brand Partner receives back — we may suspend or remove your account's access to the Paceline Marketplace.