Returns & Exchanges
What is our policy on returns and exchanges?
All the products we sell are selected by our Sherpas, thus we truly believe you will be pleased with the products and services we provide. We understand, however, that occasionally you may have to return something to us for a variety of reasons and to make it easier we have a no-hassle return and exchange policy.
If the item you receive is not right, whatever the reason, return it to us within 30 days and we will promptly refund your money or exchange it for something else. For a full refund or exchange, the item must be returned in its original condition and if sold as a set (i.e. mini stick & ball) it must be returned as a set. Almost all items that have been worn outside (especially shoes) will show signs of wear and will no longer be in original condition, thus it is important to try everything on indoors or we cannot accept or process your return. If we sent you the wrong item in error, we will, of course, pay the shipping costs. We ship all exchange orders back to you for FREE.
Where do I send Returns?
Please remember to include your invoice along with your contact information with your package and ship your return package either UPS or insured US Mail (remember to keep your receipt and tracking number) to the address below. This returns address also applies to special order items sent to you directly from the manufacturer.
Hypnotic Stick Lacrosse Returns
10393 Sliding Hill Rd, Suite E
Ashland, VA 23005
We cannot be responsible for packages lost en route to our company.
Please understand that we cannot accept COD's or packages marked "Bill Recipient" and please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.
For larger equipment like goals please see below.
What if I want to return an item, but no longer have my invoice?
Please call us at 804-368-8524 to make arrangements.
Items returned without an invoice or copy of an invoice may take longer to process.
What if I receive the wrong item?
Please contact a customer service representative at 804-368-8524,
so that they can fix the error and get the correct item shipped out to
you. We ship all exchange orders back to you with FREE Ground Shipping.
If I receive a defective item, what is the return procedure?
Every item that we sell meets our highest standards for quality and performance. Many of the items we sell require special care because of the materials they are made of (leather, latex foam, performance fabrics, etc). It's our experience that through proper care and normal use almost all defects for apparel and footwear will be evident in the first 60 days after the purchase. For this reason you may return any defective item for 60 days after the date of purchase for an exchange or full refund. You may also notice that some non-apparel and non-footwear items have extended warranties that will of course be honored during the life of their guarantee.
We also recognize that in extreme circumstances, an item you have owned for more than 60 days, even one that does not show excessive wear or maintenance neglect, may truly be defective. Our goal is to honestly evaluate every return and make a reasonable decision on every claim. We have designed our returns process to support a reasonable cost of doing business and avoid needless waste.
How long will it take for my Return/Exchange to be processed?
Returns are usually processed within 1-5 business days after they arrive at our location.
I wish to return/exchange my order, but don't want to be stuck without any gear while waiting for the replacement item. Can we work something out?
In order to make sure you are not left without any gear, you can place a new order for the replacement item by calling 804-368-8524. We will charge you for the order but will ship it via our ground service for free; if you want your exchange order sent via the carrier of your choice at an additional charge. When we receive the Return order, the charge for the original item will be credited back to your credit card. This option will ensure the fastest turnaround for the replacement item.
What if I need to return Goals or Large Field Equipment?
Most of the goals and large field equipment we sell is shipped directly from the factory. These items require special handling and shipping instructions in the event they need to be returned. Please call to get details on how to return new or defective goals or large field equipment. (A 15% restocking fee may apply.)
