Exchange and 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 made products. Unpackaged item, used or worn ropes, and/ or used chalked-torn grips will be assessed a 20% restocking fee.*
Unfortunately, we cannot accept returns on sale items or gift cards.
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/ Discontinued items or products in the SALE category. No returns or exchanges are allowed for these or custom made-to-order products.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
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.
To start a return, Login to your account here you can also contact us at info@rxsmartgear.com. Please note that returns will need to be sent to the following address: 1800 John Towers Ave, Suite C, El Cajon, CA, USA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@rxsmartgear.com.
* 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.
Domestic 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. 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 is responsible for the cost to reship the order. (Please allow 1-2 business days to prepare your order for shipment). Orders received after noon PST on Friday or anytime Saturday, Sunday, and holidays will not ship until the next business day.
USPS/ Free Shipping (Mon-Sat)(Domestic only) Ground Advantage by USPS. All Rx Replacement cables ship via USPS Ground Advantage.
USPS Priority (Mon-Sat )
FedEx Ground -Home(Tue-Sat ) Business (Mon-Fri) Not available outside the contiguous 48 U.S. States.
UPS Ground (Mon-Fri)
2nd Day Air (Mon- Fri)
Orders must be placed by noon Pacific Time. Shipping times may vary to AK, HI & US territories.
Next Day Shipping (Mon-Fri)Orders must be place by noon Pacific Time. May not be available in all areas. Shipping times may vary to AK, HI & US territories.
APO Orders All APO orders will be shipped using USPS. Once USPS delivers the shipment to the Army Post Office (APO) no tracking will be available. Shipping times cannot be guaranteed. 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).
International Shipping
Click on the flag at the top of any page and select your country. Shipping quotes will include the estimated duties, taxes and brokerage fees. Duties, taxes and brokerage fees are the responsibility of the purchaser. You can choose to pre-pay these fees. If you pre-pay fees no other fees will be collected during delivery. If you choose to not prepay duties, taxes, and brokerage fees they will be collected at time of delivery, no refund will be given if you deny delivery.If you have any questions, please feel free to call customer service at 1-619-655-3960. Rx Smart Gear, Inc. is now required to collect taxes/VAT in multiple countries. You may be charged duties/taxes at delivery or checkout. Some countries require EORI numbers for shipments, please include this in notes at checkout or delays in shipping may happen.
(Please allow 1-2 business days to prepare your order for shipment). Orders received after noon PST on Friday or anytime Saturday, Sunday, and holidays will not ship until the next business day.
Orders sent to international addresses are shipped via USPS, UPS, FedEx, or DHL. If available, delivery times will be shown at checkout. USPS International is not a guaranteed service and is delivered by the postal service in the receiving country. USPS and other countries Postal Services can take upwards of 90 days to be delivered.
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
Tracking
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 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.
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.