Refund policy

At Stapelstein®, we understand that plans can change. Our return and refund process is designed to be clear, fair, and supportive. Please note that a valid order number is required for all refunds, exchanges, and returns.

 

United States – Returns & Refunds

1. Return Window

You have 14 days from the date of delivery to request a return.

• Items must be unused
• In original condition and packaging

• Final Sale items are not eligible for return
• Digital Play Cards are final sale and non-refundable

2. Return Shipping

• A prepaid return label will be provided once your return is approved
• Return instructions will be sent via email

3. Refund Process

Once your return is received and inspected:

• Your refund will be issued to your original payment method
• Restocking fees apply:

• Orders over $250: $18 fee
• Orders under $250: original shipping cost

4. Handling & Deductions

• Refunds are issued for the product value only
• Additional deductions may apply if items show signs of use, damage, or missing packaging

5. Exchanges (United States)

Eligibility

• Items must be unused and in original packaging
• Valid order number 
• Requests must be made within 14 days of delivery
  

Process

• Contact info@stapelstein.com
• Provide your order number and reason for exchange

Shipping Costs

• Customers are responsible for return shipping
• Stapelstein® covers shipping for the replacement item

Exceptions

• Final Sale or promotional items may have different conditions
• Custom or personalized products are not eligible unless defective

Canada – Returns & Refunds

Due to high international shipping costs, our Canada return policy differs from U.S. orders.

1. Return Window

You have 14 days from the date of delivery to request a return.

• Items must be unused and in original condition and packaging

2. Return Shipping

• Customers are responsible for all return shipping costs
• Customers may use a carrier of their choice
• A tracking number must be emailed to info@stapelstein.com

Returns without valid tracking may not be processed.

3. Refund Process

• Refunds are issued for the product value only
• Original shipping, duties, and taxes are non-refundable

4. Exchanges (Canada)

• Customers are responsible for return shipping
• Customers are responsible for shipping costs for the replacement item

To initiate a return or exchange, contact info@stapelstein.com.

Order Cancellations

1. Cancellation Window

Orders may be canceled before they are shipped. Once shipped, orders must follow the return process.

2. How to Cancel

Contact us via email at info@stapelstein.com or through Shopify Chat.

3. Refund Timing

• Refunds are issued to the original payment method
• Processing begins within 1–2 business days
• It may take 10–14 business days for funds to appear

Wrong or Damaged Orders

If your order is incorrect or damaged, please contact info@stapelstein.com with:

• Your order number
• Photos of:
  • The shipping box
  • Shipping label
  • Product label
  • Product

Claims submitted without photos may delay resolution.