FAQs

Frequently Asked Questions

The honest answers, in plain language. If your question isn't here, reach out.

About Pivot & The Squishy Heart Foundation

What is Pivot Product Designs?

Pivot Product Designs (PPD) is the company behind the Media Towel and the Pivot Performance line. The flagship driver is at pivotproductdesigns.com; the storefront is at mediatowel.com. Founded by Big Mike, a Respiratory Therapist with 23 years in medicine, the brand was built to make gear that solves real problems for athletes — and to fund real-world giving for kids and healthcare workers.

What is the Squishy Heart Foundation?

The Squishy Heart Foundation is the giving arm of Pivot Product Designs. Funded by 20% MROI (Mission Return On Investment, after costs) from every Pivot product sold. The foundation supports kids in pediatric hospital care, the nurses and healthcare workers who care for them, and the small gestures that turn a hard day softer.

What does "20% MROI" actually mean?

MROI = Mission Return On Investment. 20% of the actual margin from every product, every order, every time — after costs. Not 20% of revenue. Not 20% of marketing budget. Real money, every quarter, transferred to real giving programs. We publish quarterly impact reports on Squishy Heart Stories showing exactly where it went.

Where is your foundation work focused?

Right now, primarily at Santa Clara Valley Medical Center (SCVMC) in San Jose, California — specifically the Pediatric, PICU, and Respiratory Care units. Our roadmap includes Veterans Support, expanding to more hospitals, more cities, and more communities. See all the Initiatives →

Why is the brand olive green?

It's not a fashion choice. It's the color of Big Mike's family military legacy — his grandpa James Agnes Gowan II served on the USS Helena, and the service runs through the whole family. Read the full story on Behind The Brand →

What does "We are The Squishy Hearted" mean?

It's our sign-off and our identity. What we stand for is The Squishy Hearted — strong enough to act, soft enough to care. 🖐🏼🖐🏼

Where can I read the full mission?

Read The Manifesto — the full Jerry Maguire-style mission statement from Big Mike. What's wrong with most "give back" companies, what Pivot does differently, who he is, and what he's asking of you.

Buying & Availability

Why does it say "Coming Soon" on the products?

Because we're launching first on Whatnot live sales with specialty surprises you only get on the live. After Whatnot, the remaining stock goes on TikTok lives. Whatever's left after both lives lands here on mediatowel.com for purchase.

The website is currently a showroom — you can see what's coming, but you can't buy yet. Follow Pivot across our channels so you don't miss the drop. → See all five live channels here.

How do I get on the live sales?

Five ways:

Whatnot: Search @pivotproductdesigns and follow Night Rips with Big Mike
TikTok: Follow @mediatowel and turn on notifications
Instagram: Follow @mediatowel for live alerts and product tease drops
Facebook: Follow @mediatowel for live announcements
YouTube: Subscribe to @media_towel for the long-form content

→ Full breakdown on The Lives page →

What is the Founder Edition?

Founder Edition pieces are limited-run drops from the early days of Pivot. Small batch, hand-finished, made for the people who got here early. The Storm Jacket is the first Founder Edition piece. When they're gone, they're gone.

The Media Towel

What makes the Media Towel different from a regular gym towel?

Two things: a built-in phone slot that keeps your device safe through every rep, and four embedded magnets that lock the towel to any gym surface (squat racks, benches, cable machines). Utility patent and design patent are both pending. It's the world's first smart workout towel.

What colorways does the Media Towel come in?

Six: Black/Black, Black/Camo, Black/Red, Red/Black, Red/Gold, and Yellow/Zumba.

Is the Media Towel restocking?

Yes. Restocking is in progress. Follow @mediatowel across IG/FB/TikTok for the next drop.

Sizing, Returns & Shipping

What sizes do the Tee, Shorts, and Bundle come in?

S, M, L, and XL. The Tee is athletic cut — if you want a relaxed fit, size up. The Shorts are true to size.

What's your return policy?

See our Refund Policy for the full details, or reach out if your situation needs a real conversation.

Do you ship internationally?

See our Shipping Policy for current shipping zones and rates.

Working Together

I want to be a Pivot ambassador. How does that work?

We love that. See our Ambassador Program page or reach out directly through Contact.

Do you work with influencers?

Yes — we hand out gear to influencers whose audience aligns with our mission. If that sounds like you, message us through Instagram (@mediatowel) or Contact, and tell us what you stand for.

Are you available for wholesale?

Yes. See our Wholesale page to start a conversation.

**What do you stand for?**

🖐🏼🖐🏼

We are The Squishy Hearted.

Still have a question? Contact Big Mike →

Pivot Product Designs · pivotproductdesigns.com (flagship) · mediatowel.com (storefront)

@mediatowel on Instagram · Facebook · TikTok | @pivotproductdesigns on Whatnot | @media_towel on YouTube (Squishy Heart Foundation IG coming soon)

Product

The Media Towel is crafted for modern fitness enthusiasts featuring built-in magnets for secure placement, a media pocket for hands-free viewing, and premium microfiber that’s ultra-absorbent and quick-drying.

Yes! Wash in cold water with similar colors and air-dry or tumble-dry on low to keep your towel fresh and long-lasting.

No, the magnets are safely encased and tested to ensure they won’t interfere with your phone or nearby electronics.

Our current collection includes multiple color accents and stitching options. Follow us on Instagram for new drops and limited editions.

Please visit our Setup Guide page for step by step instructions and tutorial video.

Yes, the Media Towel is perfect for weight training, yoga, cardio, cycling, and more.

Slide your phone or device into the media pocket, and the towel’s design keeps it at an easy viewing angle, perfect for watching form videos or following workout plans.

Our towels are responsibly designed in the U.S. and crafted with global manufacturing partners under strict quality control standards.

Yes, we have design and utility patents. Any imitations are in violation of our patents.

Orders

Simply choose your favorite items, add it to your cart, and proceed through our secure checkout. You’ll receive an email confirmation once your order is placed.

Absolutely! Many of our customers order multiple towels for home, gym, and travel use, or to gift to a workout partner.

You order will arrive between 2-6 business days depending on location and shipping method chosen.

We process orders quickly to ensure fast delivery. If you need to change or cancel your order, email us within 1 hour of placing it and we’ll do our best to help.

Once your order ships, you’ll receive a confirmation email with a tracking link so you can follow your package every step of the way.

Orders are processed within 1–2 business days and typically arrive within 1–5 business days depending on the shipping method you choose at checkout.

If your tracking shows “delivered” but you haven’t received your package, please double-check your shipping address and contact our support team. We’ll help investigate and resolve the issue.

Yes! We partner with fitness studios, gyms, and retail stores. Please fill out a Business Account application for bulk pricing and partnership opportunities.

Visit our Contact page for ways to get in touch with us

Shipping

We offer free shipping on all orders above $50. Free shipping will be reflected during checkout.

All orders are shipped within 1–2 business days after being placed.

Delivery typically takes 2–6 business days, depending on your selected shipping option and destination.

We currently ship across the United States, with international shipping coming soon.

Not yet, but we’re working on expanding our reach. Stay tuned for updates via our email list or Instagram.

Shipping rates vary based on destination, package weight, and the service you select at checkout.

If your order hasn’t shipped yet, we can update the address. Contact us within 1 hour of placing order to make changes.

Yes! You’ll receive an email with tracking details once your order ships.

We partner with USPS and UPS for reliable, fast delivery nationwide.

We ship via USPS (Next Day Air, 2-Day Air, Ground) and UPS (Express and Ground). Choose the speed that fits your needs at checkout.

All orders are shipped directly from our U.S. fulfillment center.

Returns

Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, submit a request for return within 14 days of delivery for a refund.

To submit a return request:

Click the profile icon in the store's navigation, or go to the Request a Return and then request a return.

1. Log in to your account:
a. In the "Email" field, enter your email address, and then click "Continue".
b. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
c. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Submit request".

If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund.

Refunds are typically processed within 10 business days after we receive your returned item.

We’re sorry for the inconvenience! Email a photo and your order number to support@pivotproductdesigns.com of receiving your order, and we’ll send a replacement or issue a refund.

To help cover the cost of inspection, repackaging, and restocking, we charge a flat $5 return fee (excluding damaged or incorrect items), the rest is on us.

We do not offer direct exchanges. The fastest way to ensure you get the color or style you want is to return your original order for a refund and place a new order. This helps us process your request quickly and keep our support streamlined.

Payment

We accept major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay.

Your card will be charged immediately once your order is placed and confirmed.

Yes, all payments are processed through Shopify’s PCI-compliant and encrypted gateway, ensuring your personal and financial information remains fully protected. We never store or see your card details directly.

First, check your spam or promotions folder. If you still don’t see a confirmation email, contact support@pivotproductdesigns.com with your name and order details so we can verify and resend your confirmation.

This can happen if the billing address doesn’t match your card, or if your bank flags the transaction for verification. Double-check your details or try another card. If the issue continues, contact us and we’ll help troubleshoot.

Yes! We periodically release discount codes and special offers. Subscribe to our newsletter for early access to upcoming promotions and product drops

Account

Click the account icon at the top of our website and follow the steps to register with your email and password.

After logging in, go to My Account → Edit Profile to update your shipping info, payment methods, or password.

Try resetting your password using the “Forgot Password” link. If you still can’t log in, contact our team for assistance.

Click “Forgot Password” on the login page and follow the reset instructions sent to your email.

Email support@pivotproductdesigns.com with your name and any order information, and we’ll help you recover your account.

Join our email list to receive exclusive product drops, workout tips, and early access to promotions.

You can reach our team anytime by emailing us at support@pivotproductdesigns.com or filling out the contact form on our contact page. We typically reply within 48 hours.

Got Questions?

Click the Contact button below to fill out a request form and we will reply ASAP.

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