This article explains when refunds may (and may not) be available for Pacer Virtual Races and Medal Challenges, and what to do if your medal is damaged, incorrect, or lost in transit.

Overview

• All sales are final. In most cases, we do not offer refunds for challenge/race entries. 
• In special circumstances, you may request a refund by contacting our support team. Refund requests are reviewed case-by-case.

When refunds may be considered

Refunds are not guaranteed. If you believe your situation qualifies as a special circumstance, contact support with your order details (see “How to request a refund” below).

If a refund request is approved

If your refund request is accepted:

• Your refund will be issued minus any processing or management fees already incurred, which may include (but aren’t limited to): 
  • credit card processing fees 
  • Apple App Store / Google Play fees 
  • international shipping fees

Damaged, defective, or wrong medal (replacement first)

If your medal arrives damaged/defective, or you receive the wrong medal, we generally resolve this with a free replacement.

Important time limit

• Any request related to a damaged/defective item must be submitted within 1 week after you receive the medal.

Fastest path

• Email support with the subject line: 

  Replacement Request — Lost / Damaged / Wrong Medal 

• Include: order email, order number (if available), challenge name, issue type, shipping address confirmation, and photos (required for damaged/wrong items).

Package loss (in transit)

If your package appears lost in transit:

• All loss claims must be submitted no later than 6 weeks after the dispatch date. 
• Claims that are determined to be an error on our part are covered at our expense.

If tracking shows “Delivered” but you did not receive it, follow the checks in our replacement policy (mailroom/front desk/household members, safe-place delivery, carrier inquiry).

How to request a refund (Virtual Races & Medal Challenges)

Email: support@mypacer.com

Please include:

1. Order email (the email used at checkout) 
2. Order number (if available) 
3. Challenge/Race name 
4. Reason for the request (briefly describe what happened)

If your request involves shipping/delivery, include your tracking number (if available) and any relevant screenshots from the carrier tracking page.

What happens next

After we receive your request:

• We may ask for additional details (for example, confirmation of address or clearer photos). 
• If approved, we will issue a refund according to the policy above (including deductions for incurred fees).