Returns

Return Policy

Products (excluding saddles)

If, for any reason, you are not satisfied with any product you receive, return it within 60 days in new condition for a refund. Some exclusions do apply; please see the list of Exclusions & Restrictions below.

Exclusions & Restrictions:

Personalized items, videos, books, and DVDs may not be returned.
Apparel must have tags attached.
Opened supplements are not eligible for return.
Shipping charges are not refundable on returns.
Customer is responsible for return shipping. Please use the instructions below to generate a FedEx Return label for your convenience.

Saddles:

If you are not satisfied with the saddle you have received, simply return it within 10 days in new condition for a refund. If you want to exchange the saddle for a different size or style, please return the first one and place a new order for the second.

How to Process an Exchange

Process for Exchange:

Please follow the instructions below to determine your order's eligibility and submit your exchange request.

Orders placed before April 13^th, 2026 (these will start with a letter, example W123469):

The orders were placed in our previous system and are not eligible for exchange. Please complete a return and place a new order.

Orders placed after April 13^th, 2026 (these will start with a number):

Your order was placed in our new system, and you can now request an exchange directly from your account:

Step 1: Log in to your account on sstack.com
Step 2: Find your order
Step 3: Click “Request a Return”
Step 4: Select the item and choose exchange
Step 5: Follow the prompts to complete your request

If you’re unsure which process applies to your order, feel free to reach out—we’re happy to help!

How to Process a Return

Process for Returns:

Self-service

Step 1: Log in to your account and click on orders.
Step 2: Find the order you would like to return and click on Request Return.
Step 3: Follow the prompts and submit the request.
Step 4: We will review the request and email you a return label.

Once we receive your return, we will work to process your refund within 5-7 business days. Your refund will be credited back to the method of payment used at the time of purchase. A $9.99 return label fee will automatically be deducted from your refund. If you prefer, you may use a label of your choosing.

This process is only available within the contiguous 48 United States.

For any questions or concerns about your return or our process, please contact us through one of the following options:

Email our Customer Service team at service@sstack.com.
Call Customer Service at 800-365-1311.
Click on the Live Chat icon in the bottom right corner of the screen to ask one of our Online Chat agents.

What if I lost my packing slip or receipt?

If you don't have a packing slip or receipt, make sure you include your name, address, and phone number with your return shipment. This way, we can look up your account in our system and process your return as quickly as possible.

What if my return is not in new condition?

We will contact you to inform you of a 15% restocking fee. If the items are in poor condition, we may refuse your return.

What if my item is defective?

Please send pictures of the defective product to service@sstack.com, and we will help you from there!

When will I receive my refund?

Once we receive your return, we work to process your return within 3-7 business days. Once your return has been processed, you will receive your funds as follows:

We will refund your original payment method within 2-5 days after the return is processed.
If you paid with a gift certificate for part of or all of your order, we will issue a new gift certificate for the refunded amount, which you can use on your next order.

Do you have a problem with a guaranteed item?

Please contact customer service at service@sstack.com or 800-365-1311.

Download Return Form

EU Consumer Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, you must notify us of your decision within the 14-day withdrawal period using our online withdrawal form or by contacting us at service@sstack.com. Once we receive your withdrawal request, we will refund the original purchase price within 14 days, using the same payment method you used for the original transaction. Return shipping costs are the responsibility of the customer unless the item was defective or incorrectly sent.

Exceptions: The right of withdrawal does not apply to custom-made, personalized, or made-to-order items (such as custom-fitted saddles or engraved products), as these are exempt under EU consumer law.