Shipping & Returns

Shipping

**COVID-19 may cause unexpected delays for our shipping carriers, we appreciate your patience and support during this time.

Currently all orders (except Canada) are fulfilled from Phoenix, Arizona USA.  Canadian orders are fulfilled from Nova Scotia, Canada.  Orders are processed within 3-5 business days.  We are happy to ship Worldwide from the US, but please be advised of our International Shipping Policy below.  Please contact us if you are unable to process an order to your location.

International Shipping Policy (please read)

Please note that International orders (excluding Canada) may be subjected to VAT, import duties and/or taxes, which are levied once your package reaches your country.  In some cases, these fees can be substantial.   Please be aware your shipment will be valued at full retail price. 

Packages are shipped according to Incoterm Delivered Duty Unpaid (DDU), which means we do not collect VAT, duties and/or taxes on orders and we cannot predict what your particular charges may be. Please contact your local customs office for more information.  We are sorry for this inconvenience.

We are aware that duties, taxes and fees present our International Customers with additional expenses.  We are actively pursuing Worldwide distribution.

Returns

We want you to be completely happy with your purchase. If you are not satisfied and would like to request a return, please email us at info@thestacksystem.com within 45 days of delivery for instructions on how to return your item.  To receive a full refund of the purchase price (minus shipping), all components of TheStack hardware must be returned.  

International Returns

International customers are responsible for the cost of return shipping. When we receive the item you are returning, we only refund the amount you paid for the item you purchased. Again, we do not refund any original or return shipping costs.  Please email us at info@thestacksystem.com for further instructions. 

Refunds

Once your return is received, we will process your return.  Once processed, you will be credited for the cost of the item(s) minus actual shipping costs. Original shipping and return shipping will not be refunded.  Refunds will be applied to the original credit card or payment option used at the time of purchase.  Please keep in mind that based on how the product was purchased, your refund can take anywhere from 2-10 business days depending on the bank or credit card company. Please contact us if you are having any issues seeing your refund being returned to your account.

Warranty & Repairs

TheStack hardware includes a 2-year warranty from date of purchase for manufacturing defects.  Damage from misuse, such as striking something during training, will void all warranties.  For information on repairs or warranties, please provide your product serial number and contact us here: https://www.thestacksystem.com/pages/contact-us