Returns

It’s a three-step process.

1. Evaluate your item to find out if it qualifies for a return
2. Ship it to us
3. Receive a refund or replacement item

With just two exceptions, nearly everything we offer can be refunded or exchanged within 30 days of delivery. Those exceptions:

• Customized items – be it with a name, number, icon, badge or exclusive design.
• Signed memorabilia. This protects our standard of authenticity.

Let’s start at the top…

Checking to see if your merchandise qualifies for a return is as easy as answering three questions.

• RECENCY: Was the merchandise delivered less than 30 days ago?

• CONDITION: Are all parts of merchandise still in original, brand-new condition, showing no sign of customization, wear, or use of any kind? If returning a video, CD, DVD, calendar, or game, is it still unopened and sealed inside its plastic wrap? If returning apparel, is it still plain, not customized with a name, number, or badge of any kind?

• COMPLETENESS: Do you have all the original tags, badges and other material that arrived with your merchandise? If the item arrived as a set, do you have all parts of the set; tops, bottoms, inserts, etc?

If you have answered NO to any of the questions above, you’ve gotten a bit unlucky – your item does not qualify for a return. We will not be able to process it and wouldn’t even be able to ship the item back to you. You’re best off holding on to it and putting it to use.

If you have answered YES to ALL the questions above, please follow the steps below to return your merchandise.

You may always contact us for assistance in returning large or heavy field equipment, or if you require special assistance in returning incorrectly shipped or defective merchandise.

Let’s get your order all fixed up.

Returns and Exchanges: For either a return or an exchange, print and complete a copy of our Online Return Form. Please be sure to include all relevant order and contact information including a daytime phone number. Please feel free to contact our Customer Service Center by phone or email for a copy of your invoice, your order number, or other information.

Returns:

• Pack up your purchase for shipment and be sure to include a filled out copy of our Returns Form so our Returns Department will know what steps to take.
• Make a personal record of the return tracking number and what is in the box. Keep it until all transactions are complete. When we receive your item, you will receive your refund.
• Ship your package back to us (see below for shipping information).

Exchanges:

• If you’d like to get something else… (a different size, color, style, etc.) there are a few options for you.
• Get your new item quick: Call us so that we can place a new order right away with free standard shipping. Expedited shipping is an option at an additional cost. This is the fastest way to get the correct or new item sent to you. Once you’re new item is on its way, follow the steps above to complete your return. You can leave the “exchange” section on your Return Form empty.
• Skip the phone call and make your exchange solely with our form: Fill out our Returns Form with the appropriate information for you new item. Our Return Department will first process the refund for the item you are returning and then place a new order using the same payment method you used (excludes gift cards and Paypal, please see below).

Heads up  –

• The charge for your new item will usually go through before the refund gets credited back to your account, so be ready for that new charge.
• If we have run out of stock of the new item you have requested, our Returns Department will only process a refund for the item that has been returned.
• In the event a return is accepted beyond 6 months of original purchase date, we can only provide an exchange in the form of a gift card.

SHIPPING: Send your item (with the Return Form included) to:

RETURNS Center

You can use our provided return shipping label for free shipping: Our return label is provided with your orders and is prepaid; the $5.95 cost will be deducted from your merchandise refund or credit card account for each label used. Please contact us to request a new return shipping label if needed.

You can use your own shipping method: You may choose to use a different carrier or method to return merchandise to us at your own cost. The shipping method should be track-able. Please be sure to include a completed Return Form inside your package. Without this, we will not be able to process any returning items for refund or exchange.

Be sure to keep a record of receipt(s), return tracking number(s), and all items being returned in each package for your own records until all transactions have been completed.

Once you’ve sent the goods, please allow the following for Processing:

• 5-10 business days for us to get your package at the fulfillment center.
• 5-7 business days to inspect your return, process it back into inventory, and complete your refund.
• 2-10 business days or more for your financial institution to credit your account.
• If you’re shipping from Hawaii or Alaska, please allow for extra time to complete this process.

If you purchased from us with a gift card and you would like a refund on the product you bought, we will refund you in the form of new gift card after receiving your return.

If you made a partial purchase with a gift card and covered the rest on your own card, you will need to call our Customer Service Department to solve any issues that may arise.

If you bought from us through Paypal and need to receive an exchange, your best bet is to call us to sort this out. After refunding you for your original purchase, we are unable to make a new purchase through your Paypal account and, therefore, would need a new payment method from you over the phone or for you to make a new purchase on your own.

Deepest apologies – please contact us so we can fix the error and get the correct item shipped out to you. We ship all exchange orders back to you with FREE Ground Shipping in appreciation of your business and patience with us.

We will ship an in-stock exchange item right away. We will need to charge you the merchandise price for the exchange item, but once we receive your return item we will credit you for the cost of it. Credits are normally processed within 7 days after we receive your return item.

Every item that we sell meets our highest standards for quality and performance. Many of the items we sell require special care because of the materials they are made of (leather, latex foam, ortho glass, performance fabrics, etc). It’s our experience that through proper care and normal use almost all defects for apparel and footwear will be evident in the first 60 days after the purchase. For this reason, you may return any defective item for 60 days after the date of purchase for an exchange or full refund upon inspection. You may also notice that certain merchandise, usually non-apparel items, have extended warranties that will be honored during the life of their guarantee.

Every defective claim is subject to inspection by a Returns specialist. We also recognize that in extreme circumstances, an item you have owned for more than 60 days, even one that does not show excessive wear or maintenance neglect, may truly be defective. Our goal is to honestly evaluate every return and make a reasonable decision on every claim.

How can I get my new item more quickly?

If you need expedited shipping, you pay only the upgrade fee. Just give us a call to make that happen. You can send your original item back for a refund anytime within 30 days of when you received it. When the original item arrives, we will issue a refund of your purchase price less shipping costs. This option gets the replacement item to you the fastest.

If I’m outside the US, do I have to pay customs fees on exchanges?

When shipping exchanges outside the United States, we do our best to mark the reshipment of your order as clearly as possible. We cannot guarantee that there will not be additional charges when your package clears customs. Ultimately, the recipient is responsible for all customs fees including duties, taxes, brokerage fees, and any other fees assessed at the border before delivery. The assessment of customs fees is determined by your local government and is completely outside of our control.

CODs

Apologies, but we cannot accept CODs or packages marked “Bill Recipient.”

Do I need to call ahead for an RMA number?

Most vendors require advance notice so they can make pickup arrangements for goals and other heavy field equipment. Please contact us for assistance in returning large or heavy field equipment, or if you require special assistance in returning incorrectly shipped or defective merchandise.