Return / Exchange Policy
If you are not satisfied for any reason with your purchase, we will refund or exchange unopened and unused items within 30 days from the date your items were delivered. Any opened items will be subject to a 15% restocking fee. Shipping fees will not be reimbursed. Customers are responsible for all outbound and return shipping costs. Exceptions to this policy will be made for defective items only. In the event of defective merchandise, or a shipment of the wrong item, Soft Steel USA will reimburse the customer for the cost of shipping the merchandise back. Please Note: For Canadian orders, we do not reimburse for Customs/Duties/Tariffs paid.
Any items returned within 30 days must have original tags attached and be in new condition. We cannot accept worn, washed, or damaged items (including stains or odor) for return or exchange.
All Other Products
Please keep all packaging materials, manuals, warranties and accessories intact. Products with missing or damaged packaging, manuals, warranties or accessories will not be accepted for returns or exchanges. Opened boxes will be subject to a 15% restocking fee regardless of condition. Please contact Soft Steel at (909) 923-2828 for return instructions prior to shipping your item(s) back. Any returns after the 30-day period will not be accepted.
When you receive your order, the contact information of Soft Steel USA will be displayed in the paperwork. Please keep your paperwork in case you need to arrange for returns or exchanges, and read the instructions thoroughly for faster processing of returns. Also, please keep any emails you receive regarding your order, as they may contain important information. We recommend that all returns be sent via a traceable carrier. We’re not responsible for packages not received if sent via a non-traceable carrier. All returns need to be shipped to:
Soft Steel USA
Attn: Online Returns, 2310 E. Locust Court
Ontario, CA 91761
If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. Defective merchandise should be returned within 30 days directly to the manufacturer for warranty repair or replacement.
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please contact Okuma immediately. The contact information for Soft Steel will be in the box. Save all packaging material and paperwork; do not throw anything away! If you attempt to return the merchandise yourself, you will jeopardize our chances of making a claim, and you may not receive credit for the return.
Your refund will be issued to the same credit card you used for the original purchase within 3-5 business days minus a 15% restocking fee if applicable (see return policy above).
If you have placed an order via Soft Steel’s website recently and need some information about it or would like to change it in some way, there are a number of ways you may contact us. Please note that since we begin processing your order immediately after receiving it, modifications may not always be possible.
Soft Steels website is constantly updating with stock availabilities. If the item you ordered is in-between those periods and is not available at that time then you will be notified using the information that you have provided on your order. We do not process any back orders. You will have to re-order once product is available.
Canadian and International Orders
Under no circumstances will we falsify invoices or shipping labels. If your country is not available as an option in the checkout process, we are not able to ship to your country. Check a product's shipping notes while shopping to learn of any possible shipping restrictions for particular products.
We do not ship to any PO boxes. You must have a physical address.
Error(s) in Billing, Payment, and/or Shipping Information
Some orders cannot be processed due to erroneous information which includes, but is not limited to:
Incorrect credit card or debit card number, expiration date, and/or security value
Other incorrect information regarding payment types
Incorrect billing information (e.g. when you provide billing information that is inconsistent with the billing information that your financial institution has on record)
Insufficient or incorrect information regarding your shipping address (e.g. street address, city, state, zip or postal code, etc.) Suspected fraudulent information.
You may cancel your order any time before the order is processed. Once the order is shipped, you will receive, via email, a shipping confirmation that contains tracking information. Once a product is shipped, the Return and Exchange Policy will apply