At Elder Sports we want you be 100% satisfied with your purchase. Our sincere goal it to provide an enjoyable shopping experience that encourages you to shop with us for years to come. On the occasion that you receive a product that you just don’t like or that doesn’t match your style or expectation, our experienced customer service staff is just a phone call away and will guide you through our easy return policy. At Elder Sports we want you to get exactly what you want, and with our product selection you can be sure you’ll find the product that is right for you.
30 DAY RETURN POLICY
If you would like to return an item that is in like-new condition with original product tags, sanitary protection, and packaging that has not been worn or modified. You may return the product at your expense within 30 days of receipt. Any additional fees for shipping internationally, shipping to HI or AK, or any minimum order fees are all non-refundable. Customers who place order by phone or chat must review their receipt for accuracy within 24 hour.
NON RETURNABLE & CUSTOM MADE PRODUCT
Elder Sports sells products from some manufacturers that are custom made or built-to-order. These items are non-returnable and are not able to be cancelled once the order has be place. Products with fabric are not returnable for sanitary reasons.
STEP 1- ACQUIRE AUTHORIZATION AND INSTRUCTIONS
To begin the return process, please call 844-773-3937 for a customer service representative and to receive a return authorization number.
STEP 2 – SHIPPING PRODUCT BACK
Ship the item to the warehouse. Below are the keys to a successful return:
Good Packaging: Re-pack products for return in the original box with original packaging material and additional tags attached to merchandise. Use the return label provided or your own label and write the RGA# exactly as instructed by Elder Sports . Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
Tracking Number: We require that returns are shipped via a carrier that will provide you with a return tracking number. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and email it to us at firstname.lastname@example.org so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service at 844-773-3937 and provide them with the tracking number so that we can expedite the credit process for you.
You will have 30 days in which to return the product from the date that we receive approval from the manufacturer. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.In the event that a return becomes damaged on its way back to the return destination, Elder Sports will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer’s responsibility to file a claim with the shipping carrier and instruct Elder Sports concerning what to do with the damaged product. If Elder Sports has not received notification or response from the customer within 30 days, the item will be donated or destroyed.
STEP 3 – REFUNDS
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, modification, or been worn, the refund credit process will begin.Customers will be refunded via the same method in which the item was purchased or via check from Elder Sports. Refunds via check are typically issued within 14 business days of final approval.Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
ITEMS NOT ELIGIBLE FOR RETURN
Custom orders (i.e. products that are built-to-order or any item labeled non-returnable on the product page of the Website).
Special purchases, including: Daily Deals, clearance items, inventory sale items, custom quotes, special discounts, etc.
Any item that has been modified or used in any way, assembled, installed (including cut or clipped wires)
Any item that is not in resalable condition.
Any item that has been altered, tailored, or used.
Any item that is not in sufficient packaging materials.
Large Quantities, Special Orders or Project Quotations: When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation.
Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.
Any item not purchased from Elder Sports.
DAMAGED & DEFECTIVE GOODS POLICY
At Elder Sports, we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand behind you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion- at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
SMALL PACKAGE DELIVERIES
UPS or FedEx deliveries that are damaged in transit, please contact our customer service team immediately instead of refusing the package at 844-773-3937. If damages are reported within 7 days for UPS or Fed-Ex deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Elder Sports of defective or damaged merchandise within two business days of receipt.
If you would like to cancel an order that has not yet shipped, simply contact one of our customer service representatives at 844-773-3937. Then we will submit a request for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 72 hours for confirmation of cancellation. Please be aware that some items may have already shipped and be in route to you. In such a case, cancellation fees apply. Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the “Standard Return Policy.” Do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for round-trip shipping costs.
Some items that are custom made or built-to-order cannot be cancelled. Please see the product page for details.
ITEMS ON BACK-ORDER
If you are cancelling an order due to back-order, we recommend you first call our customer service department to verify the accuracy of the date before making your final decision. There are times when an item is truly unavailable for an extended period, and we sincerely apologize for the delay.
Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a customer service representative at 844-773-3937. Some exclusions apply as some items are custom made and non-returnable and not able to be cancelled.