Returns • Exchanges • Warranty Returns
You have 30 days from your original shipping date to return or exchange any product in NEW and UNUSED condition. Terms noted on individual products supersede this general policy. Here is exactly how it works, and how warranty returns are handled.
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30 Days to Return or Exchange
Transactions for Returning or Exchanging any products must be completed within 30-days of original shipping date. All items must be in NEW and UNUSED condition and returned in all original packaging and boxes.
Important: some individual products specifically note special terms in the Return Policy such as “This product is custom built to your specifications and is not returnable” or “Final Sale”, etc. Terms noted on individual products supersede our general Returns policy. Each product page has its return policy clearly noted on the Key Information tab.
What Can’t Be Returned
Ineligible items for returns include (but are not limited to):
- Products without original packaging or have shrink-wrap removed
- Products that have been used or have visual marks
- Sticks that have been cut/taped
- Any product showing signs of wear
Restocking & Shipping Costs
- A 15% re-stocking fee will be applied to returned product(s), and in cases where an item must be returned directly to the manufacturer additional fees may apply
- In instances where an item was shipped FREE, qualifying return refunds will be deducted by the original shipping cost amount
- Please note that original and return shipping costs are the customer’s responsibility (and will be deducted as applicable from the original payment when calculating a refund)
- A 5% transaction fee (on the order total plus tax) applies to all cancelled orders that have not been shipped. This is to recoup cost such as payment gateway and credit card fees
Exchanges
Exchanges follow the same 30-day window and the same steps as a return, just tell us the replacement product when you email us from your receipt.
The item you send back must meet the same condition requirements: NEW and UNUSED, and returned in all original packaging and boxes.
The 15% re-stocking fee applies to exchanges, and the outbound shipping cost on the replacement product is the customer’s responsibility.
How to Start a Return
- Reply to your receiptLocate your Email Receipt with Order # and reply from it with an explanation of what product(s) you wish to return. Please attach a picture or quick video of your product(s) current condition to the email as well.
- Get your RA numberOur team will review your information and upon qualification, will send you a Return Authorization (RA) number and appropriate return address to ship your product(s) back to.
- Ship it backReturn your NEW and UNUSED item with its original packaging to the address provided. Once the return order has been shipped, please email us the carrier’s name and shipment tracking number.
- Receive your refundOnce a return has been received and approved by the warehouse as new and unused, a refund will be credited to your credit card or PayPal account minus the original shipping cost and a 15% restocking fee (along with any other applicable costs).
Returning a Defective or Damaged Product
Warranty returns are handled a little differently. Customers must follow the manufacturer’s warranty/return instructions. Please refer to your product-specific manual for all details or contact us with any questions.
To assist you best, please provide clear descriptions, including pictures or videos, of any concerns along with pictures of damage, if any. If a product is damaged during shipping, please also send pictures of the packaging so we may initiate a claim through the shipping company.
For gear covered under our own program, see the Built for Players™ Warranty. All other products follow their respective manufacturer’s warranty.
