EXCHANGE & SHIPPING
EXCHANGE & SHIPPING
When you place an order with RX Smart Gear, each jump rope and replacement cable is custom measured, cut and built then packaged and shipped by a member of the RX team in El Cajon, California. We take great care in building your custom jump rope, and we want you to receive your custom RX Jump Rope or RX Replacement Cable exactly the way you ordered it. Because the RX Jump Rope and RX Replacement Cable are custom products, we do not accept returns for a refund. However, we understand that upon receiving your new rope, you may want a different cable weight, cable length or color, so we offer our customers a one-time Cable Exchange.
We stand behind our products and services and want you to be satisfied. We’ll always do our best to take care of our customers. If you receive the wrong product or your product is defective, please contact us immediately at info@rxsmartgear.com or 619-655-3960.
Exchanging your Cable
Should you find that your cable length needs to be changed to better suit your body dimensions and jumping mechanics, Rx Jump Ropes will gladly exchange your undamaged cable for a period of two (2) weeks from the time of purchase. Undamaged refers to a cable that is free of scratches, debris or unnecessary markings on the coating and any bends or kinks in the length of the cable itself. Kronos, Hades, and Zeus Cables cannot be exchanged.
Returns
*This return policy excludes ALL jump ropes, replacement cables and other custom products. Used, worn, or chalked grips will be assest a 25% restocking fee.*
If you are not 100% satisfied with your purchase, you may return any unused item in new condition within two (2) weeks of purchase. All items must include original packaging. If you receive the wrong product or your product is defective please contact us. The customer is responsible for return shipping. All sales are final for Closeout items or products in the SALE category. No returns or exchanges are allowed for these or custom made-to-order products.
Per our return policy the customer is responsible for paying to mail the items to us. We will refund once we receive the item and it will be refunded back to your original payment method.
Contact us at info@rxsmartgear.com or 619-655-3960
* Original Shipping Costs are not refundable, and customers are responsible for return shipping. If the customer refuses the shipment or does not pay the duties or taxes due at delivery, Rx Smart Gear may not refund any of the purchase due to return shipping and taxes incurred from our carriers on the returned shipment.
** All shipping times are subject to change due to weather, disaster, or other unforeseen circumstances. Any shipment using the postal service USPS is not guaranteed, and Rx Smart Gear's obligation ends when the shipment is delivered to the United States Postal Service. Some shipping time guarantees may be changed as carriers make changes to their services due to covid, holidays, and weather issues.
*** The warranty period does not start until the date of delivery.
Tracking
You can track your package through ROUTE APP
If you created an account at checkout or have one, you can log into your RXSG account by clicking the login icon in the upper corner of this page at any time to track the status of your order. You will receive an email when your order has shipped, which will include your tracking number, you can also view your tracking number online in your account area. Login with your email and password, then click "View Order Status."
If your tracking number starts with 94XXXXXXXXXXX or (2 letters)XXXXXXXXXUS, your order was shipped via USPS. To track your package, visit www.usps.com
If your tracking number starts with 1ZXXXXXXXXXX, you can track your package at www.ups.com
If your tracking number is all numbers and 10 digits long, you can track your package at www.dhl.com
If your tracking number is 12 digits long, you can track your package at www.fedex.com. If you need to make changes to your FedEx package, you can do so using FedEx Delivery Manager. You can sign up for free.
If your tracking number starts with 1ZXXXXXXXXXX, you can track your package at www.ups.com If you need to change your delivery info and your order was shipped via UPS please click the image. UPS My Choice allows you to select a delivery time, change the shipping service level, and many other options.
Shipping
A tracking number is provided with every order and will be emailed when your order has shipped. If faster shipping is needed, please choose one of our expedited shipping options. Note that there are restrictions on some products, and some products cannot be shipped to international destinations, customer service will notify you if this is an issue. If an incorrect or incomplete address is provided when an order is placed, and the package is returned to us by the carrier, the customer will be responsible for the cost to reship the order.
Flat Rate/ Free Shipping (Monday - Friday Delivery)
Our Flat Rate/ Free (Domestic Orders over $90) Shipping combines the efficiency of UPS with the convenience of USPS. UPS picks up your package at our warehouse and delivers it to your local post office for final delivery to your mailbox or door by USPS within 5-7 business days after it leaves our warehouse. (Please allow 1-2 business days to prepare your order for shipment). Flat Rate/ Free delivery is the only service available for shipments to Alaska, Hawaii and U.S. territories, APO, FPO and P.O. Boxes. All Rx Replacement cables ship via USPS First Class Mail.
FedEx Ground Home(Tuesday - Saturday Delivery)
Orders sent FedEx Ground Home are shipped only via FedEx directly to your door and should normally arrive in 3-5 business days after it leaves our warehouse in Southern California. (Please allow 1-2 business days to prepare your order for shipment.) Not available outside the contiguous 48 U.S. States.
UPS Ground (Monday - Friday Delivery)
Orders sent UPS Ground are shipped only via UPS directly to your door and should normally arrive in 3-5 business days after it leaves our warehouse in Southern California. (Please allow 1-2 business days to prepare your order for shipment.) Not available outside the contiguous 48 U.S. States.
Expedited Shipping Options
3-Day Select Delivery (Monday- Friday Delivery)
Orders sent 3-Day Select Delivery are shipped via UPS and must be placed by 1pm Pacific Time. Orders received after on Friday, Saturday, Sunday and holidays will not ship until the next business day. Not available outside the contiguous 48 U.S. States. May not be available in all areas. Shipping times may vary to AK, HI & US territories.
2nd Day Air Delivery (Monday- Friday Delivery)
Orders sent 2nd Day Air Delivery are shipped via UPS/ FedEx and must be placed by 1pm Pacific Time. Orders received after 1pm on Friday, Saturday, Sunday and holidays will not ship until the next business day. May not be available in all areas. Shipping times may vary to AK, HI & US territories.
Next Day Shipping (Monday- Friday Delivery)
Orders sent Overnight are shipped via UPS/ FedEx and must be place by 1pm Pacific Time. Orders received after 1pm on Friday, Saturday, Sunday and holidays will not ship until the next business day. May not be available in all areas. Shipping times may vary to AK, HI & US territories.
International Orders
Orders sent to Canadian addresses are shipped via UPS, FedEx, and DHL. Orders received after 1pm on Friday, Saturday, Sunday and holidays will not ship until the next business day. Duties, taxes, and brokerage fees are the responsibility of the purchaser. Each customer will have to pay GST, PST, HST depending on the shipping location in Canada these can be prepaid or paid at or prior to delivery with the chosen carrier.
Orders sent to international addresses are shipped via USPS, UPS, FedEx, or DHL. Orders received after 1pm on Friday, Saturday, Sunday and holidays will not ship until the next business day. Duties, taxes and brokerage fees are the responsibility of the purchaser. USPS International is not a guaranteed service and can take upwards of 180 days to be delivered.
All APO orders will be shipped using USPS. Once USPS deliveries the shipment to the Army Post Office (APO) no tracking will be available. Shipping times cannot be guaranteed.
At the bottom of any page choose the USA Flag. Include the unit and APO/FPO/DPO in the Suburb/City field (Air/Army Post Office™, Fleet Post Office or Diplomatic Post Office) with the 9-digit ZIP Code (if one is assigned). For example...
Shipping to Brazil
Effective Jan 1, 2020, all shipments to Brazil must include the recipient's Tax Identification (ID) number on customs declarations and shipping labels. The is a policy imposed by the Brazilian government, Rx Smart Gear has no control over shipments lost, destroyed or returned by Brazilian Customs
Please provide this information when checking out as any shipments missing the Tax ID will be subject to return, or even disposal, by Brazilian Customs. Return shipping cost will be deducted from any refund after product has been received. If product isn't returned no refund of purchase or shipping charges will be made.
There are several different Tax IDs that can be used when shipping to Brazil, including:
· CPF - Individual Tax ID, similar to U.S.A.’s Social Security number
· CNPJ - Business Tax ID
· Passport Number
How to include the Tax ID Number when preparing shipping labels & customs declarations to Brazil:
· In the Company Name field at checkout, enter your recipient's Tax ID number:
· For shipments without a company name, enter your recipient's Tax ID Number with a CPF prefix: CPF 000.000.000-00
· For shipments that include a company name, enter your recipient's Tax ID Number before the company name, separated with a dash: 000.000.000/0000-00 – My Company