RETURNS & EXCHANGES
If for any reason you are unhappy with your purchase, you may return unused items in their original product packaging within 30 days of delivery for a full refund. Return shipping costs will only be refunded if the return is a result of a manufacturer defect or an error caused by our fulfillment center.
To initiate a return, please follow these two simple steps:
1. Send an email to [email protected] and include the following information:
Subject line: “[Your order number] Return Request”
Specify item(s) and quantity being returned
Provide a reason for return
2. Pack your return merchandise securely and ship to the following address:
POUND ROCKOUT WORKOUT LLC
C/O Returns Dept – EFS
807 Airport Access Rd
Traverse City, MI 49686
A refund will be processed once the item(s) is received.
We do not allow for product exchanges or refunds for Ripstix packages. Exchanges are only permitted for apparel purchases and if inventory is available. The item being returned must be new and unused. You can return your original order if all products are unused within 30 days for a refund and create a new order for the exchange.
Q: I was notified that my order was delivered but I haven’t received it.
Once an order is processed and leaves our fulfillment center, the courier is responsible for the successful delivery of your order. The best course of action is to reach out to the courier (FedEx, USPS, etc.) directly with your tracking number and, if needed, escalate to their Claims Department.
Q: Can I change or cancel my order?
When an order is received, our warehouse is notified and immediately begins to process and fulfill the order. We will do our best to process any requests to change or cancel an order, however, we cannot guarantee the change will be expedited before the order is processed.
To change or cancel an existing order, submit your request to [email protected] and include an explanation of your change request, as well as your order number in the subject line.
Q: I only received part of my order.
Please contact us at [email protected] with your order number and our Customer Service team will assist with finding the remainder of your order.
Q: What’s the status of my order/how can I track it?
Once your order is submitted, you will receive an order confirmation email. A shipment confirmation email will be sent with tracking info once your order ships. All orders can be tracked via your shipment confirmation email.
If you do not receive any emails regarding your order, please check your spam/junk folders.
If you need additional assistance, please contact us at [email protected] and include your order number in the subject line.
Q: Do you offer a warranty on Ripstix®?
We offer a 90 day warranty from the date of purchase for Ripstix®. If you would like to submit a warranty claim, please contact us at [email protected], provide an explanation, attach a photo of the damaged Ripstix®, and use the subject line “Warranty Claim” and include your original order number.
Q: I cannot find Ripstix® packages in shop.poundfit.com, it only lets me add 2 sets to my cart!
Only single sets of Ripstix® are available for sale in shop.poundfit.com. Packages of Ripstix (15 sets, 25 sets, and 50 sets) are only available for sale to licensed POUND Pros and Venues and can be purchased inside our online Business Center.
If you’re a licensed Pro with an active subscription to The Label, you can access the Business Center though your account on The Label. If you’re a gym owner/manager, you can access the Business Center once your gym is an approved POUND Venue.