SFG Standard Shipping, Refund & Exchange Policies
#1 Shipping Question - When will I receive my order? In most cases, orders are shipped out within 24-48 hours of placement, but if you want to contact us to find out when to expect it, feel free to call or email us. If we find that any of the products that you've ordered are out of stock, we will contact you immediately to find out if you'd like to cancel your order or wait for the product to be re-stocked.
#2 Shipping Question - Does SFG offer expedited shipping? We can offer expedited shipping on many products, but we'll need to speak to you to find out exactly when you need your order so that we can figure the additional shipping cost accurately. Call us at 877-497-6671.
#3 Shipping Question - Where does my order ship from? Usually it ships directly from the Manufacturer's warehouse, although we do carry some stock in our Riverside, CA. location.
Damaged Goods in Transit
Goods damaged or suspected to be damaged in transit should be accepted and signed for, being sure to note the phrase “possible damage” on the freight bill. Contact SFG immediately to file a freight claim and receive replacement goods. Be prepared to share photos of the packaging and damaged product. Many times, a freight claim cannot be made unless the damages are reported to the carrier within 24 hours, so be sure to let us know of damages immediately when the product is received.
Refusal of Shipment
If an order is refused by the customer, unless because of a shipping error by the manufacturer or SFG, the customer will be charged for all freight and a restocking charge of 20% of the order.
Rush orders, when in stock, will receive expedited shipping only if the customer requests at their own expense. Contact us by phone to discuss the additional shipping charges should you desire expedited shipping. 877-497-6671.
Inspection of Products
Be sure to open and inspect your order immediately. Notify us immediately upon receiving your order if there is a discrepancy or damage. If you choose to utilize a freight forwarder to ship product overseas and your product arrives damaged or you are missing parts/products that were lost during that transit, it will be your responsibility to file a claim with that carrier and purchase replacement product at your expense.
All products shown in the SFG store are warranted against manufacturing defects at the time of delivery. In addition, most products are covered by warranties stated in the description of the product. Where listed as “limited”, warranties shall cover damage or failure that occurs during the course of “normal or intended use” of the warranted products. Normal or intended use shall be described as activity that is necessary for the participation in the sport for which the equipment is designed. All warranties are valid only when product is used in the intended application.
Return & Exchange Policy
We want you to be satisfied with your purchase and we will do our best to accommodate returns and exchanges, however no merchandise may be returned without prior authorization.
Contact us to request making a return or exchange either by phone or email 877-497-6671 or firstname.lastname@example.org within 7 days of receiving the order. A Return Authorization Number will be issued by SFG and must appear on all return shipping labels or packages. SFG will instruct the customer on the proper address to use for returns at the time of issuing the Return Authorization Number. The Return Authorization Number will expire in 30 days from the date of issuance. If you are unable to return the product within 30 days, please contact us to find out if we are able to extend the return or exchange time frame.
Returned or exchanged merchandise is subject to a restocking fee. This charge is calculated by the Manufacturer so there is not an across-the-board standardized percentage calculation. SFG does not add to the Manufacturer’s restocking fee – we only pass along the amount that the Manufacturer charges us.
In order to reduce or eliminate restocking charges, return the merchandise in a "sellable state", meaning that the product should be wrapped in original packaging not needing any new or additional packing to re-sell the product to another customer. Do not destroy or damage any part of the original packaging including the Model Number and/or the UPC code. Upon receipt of the returned product, it will be inspected and it will be determined if the product is in a "sellable state." At that point, we will issue the customer a refund for the product, less any restocking fees.
If your product is defective, you have a choice of replacing the product or being issued a refund. SFG will gladly issue a refund once the Manufacturer's inspection department determines the defect and confirms that the merchandise is covered by the Manufacturer's warranty. The refund will be issued within 10 days of receipt of the product to the Manufacturer. In an effort to replace the defective product quickly, the customer may choose to purchase the product again and wait for the refund once the Manufacturer has inspected the defective product. Another option is to ship the defective product back to the Manufacturer for them to determine the defect, and wait for the arrival of the replacement product. Many times we are able to handle defects with a phone conversation and photos of the defect. Contact us at 877-497-6671 or email email@example.com to discuss your desired option.
Customer is responsible for all returned shipping charges and will not receive a refund for the original shipping charge of the returned product. The customer may choose the carrier they wish to use for shipping products that they choose to return. It is highly recommended to use a trackable delivery service so that proof of delivery can be provided if necessary.
Change to Shipping Addresses
If after you place your order you wish to change the shipping address, contact us immediately so that we can attempt to make the change before your order is in the possession of the shipping carrier with no additional charges to your credit card. If you contact us and we find that an address change fee is assessed by the carrier, we will pass that charge on to you and charge your credit card. If you change the shipping address directly with the carrier without our knowledge, you will be responsible for any additional fees levied by the carrier and your credit card will be charged the amount that we are assessed.
Unfortunately this is a "thing" and unfortunately we have to address it. SFG is not responsible for stolen packages once the carrier records them as being delivered. It is your decision where to ship your order, but you may want to consider shipping it to a work address or business where you know someone will accept the delivery and keep it safe for you. If you choose to ship it to a residential address and the carrier leaves it on your porch or at your door and then it is stolen, we are not responsible and we cannot ship another product to you at no charge. If you are a victim of a delivery that has been stolen, we will work with you to provide you better than awesome pricing for the replacement product. Please contact us immediately if this "thing" has happened to you. 877-497-6671 or firstname.lastname@example.org