Who handles it
Our retail partner. They took the payment, so they own the return, the window it has to happen in and the decision at the end of it. We are not a party to the transaction and we cannot open, approve or chase one on your behalf.
The window
Theirs, not ours. It is stated in the order in your partner account, and it can differ by item and by country. We do not publish a number here because we would be publishing a guess about somebody else policy.
How it goes, step by step
- Sign in to the account you ordered from and open the order.
- Start a return on that order and pick the reason from their list.
- Follow whatever they tell you next about packing and drop-off. The instructions come from them and they vary.
- Watch the same order for the outcome. They decide it and they will tell you there.
Exchanges
Same route. If a rider outgrew a harnessed seat or a deck arrived in a color you did not want, that is a return and a fresh order in the partner account. We cannot swap one for another from here.
Damaged or faulty
Report it on the order first, because they need to see it and they hold the record of what was sent. Then tell us as well, through the address in the footer. A fault that is ours to fix is something we want to know about, and the only way we learn is when somebody writes.
What we can do
Tell you exactly which listing matches which swing, what the specification says, and whether the thing you received is the thing the page described. That is often the question underneath a return, and it is one we can answer properly.
Back to the swings
The catalog splits 5 ways by how the rider meets the swing, and the fit finder walks you through it in three questions.