Standard Shipping

U.S. Orders
Domestic orders are typically processed same-day or next business day. Shipping transit time estimates start after your order is processed. Free UPS Ground Shipping is available on all SurPro Stilts throughout the contiguous United States. Non-contiguous U.S. (Alaska, American Samoa, Guam, Hawaii, Palau, Puerto Rico, U.S. Virgin Islands, Armed Forces Americas/Europe/Pacific) and shipped via USPS Priority or Priority Express at carrier calculated rates. Shipping rates for Stilts Parts & Repair Kits, and other accessories, are shipped via UPS and are calculated based of delivery address, package dimensions, and package weight. We cannot ship to PO Boxes. Shipping services and rates are displayed in the checkout process once the delivery address has been entered, and time in transit is estimated by the carrier, not us. 

International Orders
International orders will be processed in 1-2 business days. All International (UK, Canada, etc.) order are shipped via DHL Express. Customers are responsible to pay for any and all duties and taxes required for customs clearance.  WE DO NOT collect these fees at the time of sale.  The customer's failure to pay duties and taxes may result in the shipment being returned to us.  In this case, shipping fees are non-refundable and any incurred return shipping expenses are the responsibility of the customer.  Upon the collection of returned goods, refunds will be processed within 1 week.  

PO Boxes: Stilts.com does not ship to PO Boxes.

If you have any questions about our Shipping Policy, please contact us. 

 

Refunds & Returns

I just placed an order and I made a mistake or I want to cancel my order.
If the order has not yet shipped, we are happy to help you make any corrections or to cancel your order. Please call our customer service team at 1.888.443.8889. If the order has already shipped, the order cannot be changed or cancelled.

I got a package from Stilts.com but the box was damaged.
If the carrier tries to deliver a box that is visibly damaged, please refuse the shipment and email or call our customer service team at 1.888.443.8889 as soon as possible. If the driver has already left, take a picture of the damage and email or call our customer service team at 1.888.443.8889 as soon as possible. We only have 48 hours to make a claim with our shipping carriers if a package is damaged.

I got a package from stilts.com but my order is missing something.
Every stilts.com order is checked by two employees and we do our best to make sure everything is shipped accurately. Please make sure to check all the packaging material for missing items since leg band strap and other side pole holders love hiding inside bubble wrap. Also, please check the packing list to make sure the item has not been back-ordered. If the item is listed on the packing list but has not been delivered, please email us or call our customer service team at 1.888.443.8889 as soon as possible. We only have 48 hours to make a claim with our shipping carriers if a package is lost.

I ordered an item and Stilts.com shipped me the wrong item.
Stilts.com wants to fix any shipping errors right away! Please email us or call our customer service team at 1.888.443.8889. We will email you a return shipping label for you to send the wrong item back to us. Unless otherwise noted, Stilts.com will ship the correct item using the same method of shipment that you originally selected at the time of order.

I want to return unused merchandise.
Customer satisfaction at Stilts.com is one of our top priorities. If you are unhappy with your purchase, we are happy to accept unused merchandise within 30 days of your purchase date. After 30 days, we do not accept returns unless the problem is warranty-related. Please see our warranty page to answer any warranty questions.

To start a return, email us or call our customer service team at 1.888.443.8889 to request a Return Merchandise Authorization Number (RMA Number). Our customer service representatives are available from 8:00 a.m. – 4:00 p.m. Central Time.  Items CANNOT be returned without a Stilts.com issued RMA number.

All items must be returned in the original packaging and include all the following:

• All accessories included in the package
• All manuals, instructions, or documentation
• All free items that were part of the original purchase.

Items must be new and in their original form. Any merchandise that has been altered cannot be returned or exchanged.

How do I process my return?
After obtaining an RMA number, a stilts.com customer representative will email you a return label. Please repackage the item(s) in its original packaging, print and attach the return label and drop the package off at the appropriate carrier.

Once we receive the package, the return will be processed within 5 business days. If the items are in good, clean, working condition a refund will be issued. stilts.com will deduct original shipping costs and return shipping costs from the refund amount. If your original order qualified for a free or reduced shipping promotion, the shipping cost occurred by stilts.com will be deducted from your refund amount.

If you have any questions about our Return Policy, please contact us.