Return Eligibility
We accept returns within 30 days of delivery, provided the following conditions are met:
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Items must be unused, unassembled, and in original packaging
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All original components must be included: manuals, hardware, accessories, etc.
Items not eligible for return include:
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Used, assembled, or installed items
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Clearance or warehouse deals
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Custom-built or made-to-order products
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Items marked “non-returnable” in the product description
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Returns initiated after 30 days of delivery
Return Process
To initiate a return, please follow the steps below:
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Contact Us
Email support@stonooutdoor.com, call us at 877‑800‑6283, or use our live chat to request a return within 30 days of delivery. We’ll confirm your item is eligible and provide next steps. -
Receive Authorization
If your return is eligible and authorized, we’ll send you instructions on next steps, including any required shipping labels and documentation. Returns will not be accepted without prior approval. -
Prepare the Return
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Items must be unused, unassembled, and returned in their original packaging
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For freight shipments, photos of the item and packaging are required before the return is approved
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Include all original components: hardware, manuals, accessories, and packing slips
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Ship the Item
Returns must be shipped within 30 days of receiving authorization. Items sent back outside of this window may be refused. -
Refund Processing
Once we receive and inspect your return, a refund will be issued to your original payment method, minus:-
Shipping charges (both ways)
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Any applicable restocking fees as required by the manufacturer
Refund processing times vary depending on your payment provider.
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Important Note About Supplier Policies
Our products are sourced from a variety of trusted suppliers and manufacturers, each with their own return and warranty procedures. As such, our return process is subject to change based on the policies of the supplier associated with your order.
We are committed to making your return experience as smooth as possible and will clearly communicate any brand-specific requirements at the time of your return request.
Damaged Items
All shipments must be inspected upon delivery. If your item arrives damaged, notify us within 48 hours by emailing support@stonooutdoor.com with photos and a description. For freight deliveries, damage must be noted on the Bill of Lading at the time of delivery.
Failure to report damage promptly may affect your eligibility for a refund or replacement.
For full details, visit our Product Quality Guarantee.
Exchanges
We only replace items that are defective or damaged. If you need to exchange an item for the same product, contact us at support@stonooutdoor.com and include your order number and photos if applicable.
Gifts
If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return. If the gift was sent to the giver, we’ll issue a refund to the original purchaser.
Reminder
Returns initiated outside of this process or beyond the 30-day window are not eligible for refund.
Items sent back at your own expense without prior approval may be refused and will not be refunded.