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Returns & Exchanges FAQ

What should I do if I am not satisfied with a product I received?
Products (excluding saddles)

If, for any reason, you are not satisfied with any product you have received, simply return it within 60 days in new condition for an exchange or refund.

Saddles

If, for any reason, you are not satisfied with the saddle you have received, simply return it within 10 days in new condition for an exchange or refund.

Exclusions:
  • Personalized items, videos, books, and DVDs may not be returned.
  • Apparel must have tags attached.
  • Shipping charges are not refundable on returns and exchanges.
  • Customer is responsible for return shipping.
What if I lost my packing slip or receipt?

If you do not have a packing slip or receipt, just 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 get the return processed as fast as we can.

Where will my exchange be sent?

Exchanges are sent to the original billing address. If you want the exchange shipped to a different address, please write the shipping address on your packing slip or leave a clear letter inside of the box with the returned items with directions.

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 poor condition, we may refuse your return.

What if my item is defective?

We will issue a call tag and have FedEx pick-up the defective item at no additional cost to you. If we determine the item is not defective, we will return the item(s) and subtract the shipping costs from your return credit.

Please note that we can not ship a replacement to you until we receive and examine the item. If you need a replacement right away, we suggest you place a new order, this will be refunded after we physically examine the defected item.

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:

  • If you paid by credit card, your original method of payment will be credited within 24 hours of processing your return.
  • If you paid by cash, check or Pay Pal your refund check will be mailed the first Friday after your return has been processed.
  • If you paid with a bonus buck or gift certificate for your entire order, a credit will be placed on your account as a credit memo to be used 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