TravisMathew Customer Service — Expert Guide for Fast, Effective Resolutions

Overview: what to expect from TravisMathew customer support

TravisMathew is a direct-to-consumer and wholesale apparel brand focused on golf and lifestyle apparel. Their customer service mix includes online support, in-store assistance at company stores and authorized retailers, and social media channels. For routine issues (order questions, returns, sizing guidance) expect a structured process: verify order, provide photos if needed, and receive either an exchange authorization or refund once items arrive back at their returns center.

Over the last decade retailers like TravisMathew have standardized timelines: initial acknowledgement within 24–72 hours and resolution within 5–14 business days after a return is received. Use the brand’s official site (travismathew.com) for the most current contact pathways, order-status pages, and policy text — those are the authoritative sources for shipping thresholds, international calculators, and seasonal promotions.

How to contact TravisMathew and typical response times

The most reliable entry points: the support or help pages on travismathew.com and the order confirmation email you received after purchase. Public-facing social channels (@TravisMathew on Instagram and Facebook) can work for quick, visible nudges, but never post personal order information publicly; request a private message or redirect the agent to the official support ticket instead.

Typical response cadence you should plan for: automatic acknowledgement immediately, human follow-up within 24–72 hours Monday–Friday, and case resolution 3–14 business days depending on complexity. For shipment delays or tracking questions, expect an immediate tracking update from the carrier and a follow-up from TravisMathew if the carrier shows an exception older than 7 days.

Returns, exchanges and refund mechanics — step-by-step

Start every return by logging into your account at travismathew.com/orders or by using the return authorization link in your order confirmation. Record the order number (format typically #TMB-XXXXX or similar), SKU, size and color, and the date you received the item. Pack items in original condition with tags attached; many brands require unworn items and original packaging for exchanges or full refunds.

Once the return is scanned at the warehouse, refunds are usually issued to the original payment method. Expect bank posting times of 3–10 business days after the refund is issued; credit card processors sometimes add an extra 3–7 days. Exchanges are fulfilled as a separate new order and will ship according to available inventory and the shipping method you choose.

Pricing and shipping notes to keep in mind

TravisMathew’s retail pricing sits in premium casual/lifestyle ranges: polos and performance tees commonly retail in the $60–$90 band, outerwear and jackets in the $120–$250 band, and golf-specific trousers and shorts typically $80–$140. Sales and outlet partners will move these prices downward by 20–60% seasonally; if you purchased from an authorized retailer rather than directly from travismathew.com, that seller’s return policy controls.

Free-shipping thresholds and expedited shipping pricing fluctuate seasonally; check the checkout screen for current rates. If you use a third-party promo code or gift card, note that refunds often return to the original payment instrument per standard ecommerce practice.

Damaged, defective, or warranty claims

If an item is defective on arrival, document the problem with 2–4 clear photos (full garment plus close-ups of the defect) and save your packing slip. Submit those images through the support portal or reply to the order confirmation email with a concise description: order number, SKU, defect, and desired outcome (replacement, refund, or repair). Brands typically authorize photo-based immediate replacements for manufacturing defects within 30 days to limit customer inconvenience.

For more complex warranty claims (seam failure after normal wear, zipper malfunction beyond the return window), escalate with a dated description and photos and request an evaluation for repair or replacement under the brand’s product assurance. Keep every communication and tracking number — these expedite approvals and protect you if a dispute with a payment provider becomes necessary.

In-store, outlet and third-party purchases: differences that matter

Items bought directly at a TravisMathew store or concession are subject to the store’s return window and receipt requirements; stores frequently offer same-day exchanges whereas online returns require warehouse processing. Outlet or third-party retail purchases (e.g., department stores, pro shops) often carry their own return policies and price adjustments; always retain the original receipt and clarify at point-of-sale whether the merchant or TravisMathew.com handles returns.

If you bought from a third-party marketplace (Amazon, specialty retailers), use that channel’s return flow first. If a marketplace seller represents TravisMathew, confirm authenticity by matching SKU numbers with information on travismathew.com; counterfeit or altered goods complicate warranty claims and can require return to the original seller.

• Essential information to include when contacting support: full order number, purchase date, item SKU and size, clear photos of issue, shipping and billing zip codes, and a short statement of desired resolution (refund, exchange, repair). This reduces back-and-forth and speeds up case handling.
• When escalating, attach chronological documentation (emails, ticket numbers, tracking scans) and ask explicitly for a time-bound commitment (e.g., “resolution or callback within 48 business hours”). Clear expectations help agents prioritize cases.

Escalation strategy and alternative dispute options

Begin escalation by requesting a manager or senior support specialist through the support portal or by replying to the most recent ticket with the subject line “Escalate: Order #XXXXX”. Keep messages factual and concise — list dates, steps taken, and what outcome you consider acceptable. Typical escalations secure exceptions for expedited exchanges, return-label waivers, or goodwill credits when warranted.

If escalation through TravisMathew does not resolve the issue, next steps include filing a dispute with your payment provider (credit card chargeback) or seeking mediation through your local consumer protection agency. Keep all evidence: messages, photos, and shipping receipts. As a final public measure, a brief, factual post on social platforms often prompts rapid responses, but always move private details to direct messages after initial contact.

When did Travis Matthew come out?

2007
Founded in 2007, TravisMathew is an iconic men’s sportswear brand with premium domestic distribution in better department stores, high-end country clubs, resorts and TravisMathew’s experiential retail stores.

Who is the CEO of TravisMathew?

CEO Ryan Ellis
CEO Ryan Ellis and VP of Marketing and eCommerce Leif Sunderland on the Future of TravisMathew’s Brand—and Team.

How do I contact TravisMathew customer service?

1-877-969-1952
You can also contact our Online Customer Service team by email at [email protected] or by calling 1-877-969-1952 for further suggestions.

Is TravisMathew owned by Callaway?

Callaway acquired TravisMathew in 2017 for $125.5 million and subsequently acquired TopGolf, to become TopGolf Callaway, in 2020.

What is Travis Matthews return policy?

We offer free returns to TM Rewards members in store or online within 30 days of the delivery date. Product must be unworn and unwashed with the original tags attached. All sale items are final sale. Visit our returns page: www.travismathew.com/return/return-exchange If you have a TM Rewards account, sign in.

Is TravisMathew a good company to work for?

57% of TravisMathew employees would recommend working there to a friend based on Glassdoor reviews. Employees also rated TravisMathew 3.8 out of 5 for work life balance, 3.6 for culture and values and 3.1 for career opportunities. What are the pros and cons of working at TravisMathew?