Fanatics.com They refused to accept return on a sweatshirt Jacksonville FL

I had purchased a sweatshirt from their site on 8/15/19.  I did not get an email confirmation, but the product came.  It was too big for my husband, so we decided to return.  I started the online return, and it came back and said that I couldn't return it because it was either final sale or customized or field wear. 

I tried calling them, but he hold time is ridiculous - I was on hold for 25 minutes and gave up then on hold for 10 minutes then gave up.  How am I supposed to know why it was rejected if no one speaks to me?  They have a lousy customer service process there.