Shipping
Processing Time
All orders are processed within 2-3 business days, except for pre-sale orders. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone. Delivery Time It usually takes 7-10 business days to deliver products. Holidays and shopping seasons may expand the delivery time. Our nationwide warehouses can arrange delivery from the nearest warehouse according to the order address, so that you can receive the products as soon as possible. Shipping Location We ship within United States only excluding Alaska, Hawaii, US Virgin Islands, Puerto Rico, Guam, military and air force bases. With respect to Hawaii Orders, you may use SHIPTOHAWAII service to transit your package.
STSERT ZONE provides free shipping service from the STSERT ZONE warehouse to the transit warehouse. Shipment Confirmation & Order Tracking You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 48 hours. To obtain updated tracking information, please use the tracking number provided in the email you received to perform the query. FedEx ETA Updates If you receive a shipping notification with a FedEx ETA, please notice that the FedEx system automatically generate the tracking number with an ETA as soon as the order is processed. However, after they receive the shipment information, there will be update and modification on the delivery schedule. Please notice that the latest update on the FedEx shall prevail. Customs, Duties and Taxes STSERT ZONE is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). Damages In regards to the chaotic delivery during pandemic, please save all the packing mater
Returns & Exchanges
Please read the following refund policy to determine your situation and follow the steps accordingly. All refund requests must be initiated within 35 days of purchase.
1. Product Received
– Severe Defects or Damage: If the product has serious scratches, damage, or signs of use, or if the packaging is severely damaged, contact our customer service team to initiate a return and refund. The seller will cover the return shipping costs.
– Seller’s Fault: If the seller sent the wrong product or failed to deliver on time, contact our customer service team to initiate a return and refund. The seller will cover the return shipping costs.
– Buyer’s Reason: If returning due to personal reasons (e.g., dislike, wrong size), ensure the product is unopened and in original packaging. The buyer will cover the return shipping costs.
– Improper Use: Refunds will be refused if the product is damaged due to improper use by the buyer.
Note: If the packaging is damaged or opened upon receipt, please take photos or videos and send them to us when you apply for a return.
2. Product Shipped but Not Received
– Slow Logistics: If the product has not arrived and the logistics are slow, contact customer service for an update. If the seller cannot meet the promised delivery time, you can apply for a refund.
– Delivery Issues: If the logistics show delivery but you did not receive it, and it’s not due to your error (e.g., wrong address), you can apply for a refund.
– Buyer’s Request: If returning for personal reasons, the seller will attempt to intercept the package. The buyer will cover the return shipping costs.
3. Product Not Shipped
Cancel within 24 hours of ordering for a full refund processed within 1-3 days.
Refund Steps
– Product Damage: Contact customer service with your order number and photos/videos of the damage. The seller will review and initiate a refund or exchange.
– Customer Reason: Contact customer service with your order number and proof that the product is unopened and in original packaging. Once approved, return the product at your expense. The seller will refund after confirming the product’s condition.
– Not Shipped or In Transit: Cancel the order within 12 hours by contacting customer service. If already shipped, intercept the order. The buyer will cover return shipping costs. The seller will refund after receiving the goods.
Non-returnable Items
Gift cards
Sale items
Downloadable software products
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up in your bank statement.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Address Change/Order Cancel
We solely allow address change or order cancellation requests within 12 hours. Please email us promptly within this timeframe. Orders beyond 12 hours will be transferred to the carrier, halting any modifications. We value your comprehension and backing, thank you.
Warranty Policy
STSERT ZONE Sports stands behind our products and we are happy to assist you if you have any issues with our equipment.
WHO
STSERT ZONE Sports provides warranties to the original purchaser of the product (named at the time of ordering) for the periods and in-line with any specific exclusions detailed below.
WHEN
The warranty period commences from the date of order unless otherwise specified and are non-transferable.
WHERE
The warranty policy does not apply to any products that leave the lower 48 states in the United States.
DISCLAIMER
Any specific issues regarding a STSERT ZONE product with which a customer is not satisfied will be reviewed on a case-by-case basis, and STSERT ZONE has the discretion to decline warranty requests that are not in-line with the product warranty schedule.
Warranty may be voided for any product which has been damaged due to negligent or faulty use, alteration, maintenance, storage or handling by the user. Minor aesthetic/cosmetic issues such as scratches, imperfections or similar that is incurred through general use is not covered under STSERT ZONE warranties. Damages caused by environmental factors or force majeure, such as hailstorms, windstorms, tornadoes, sandstorms, lightning, floods, earthquakes, airborne fallout, insect damage, chemicals, salt, and ocean spray, are not covered.
Items damaged during delivery (in-transit / during shipping of your original to your specified delivery address) should be immediately documented and escalated to STSERT ZONE Customer Service for assistance. Please keep original packaging and, where possible – photograph the condition, location and any other relevant details.
