SCALES Returns, Exchanges & Customer Support Policy

Last updated December 2025

At Scalesgear.com, we’re committed to making sure you’re completely satisfied with your purchase therefore we offer free returns and exchanges!  We offer a 45-day returns and exchanges window, clear communication, and a responsive support team ready to help. Below you’ll find answers to the most common customer questions and all the details on how to return or exchange an item.

Return & Exchange Eligibility

Items are eligible for return or exchange within 45 days of the purchase date if they meet the following conditions:

• They are unworn and unwashed
• They are in original condition 
• They include original hang tags and packaging
• Women’s swimwear must be unworn with the tags and sanitary liner attached. 

Returns that do not meet these standards may not be accepted, or may qualify only for store credit.

Items not eligible for return or exchange:

• Face wraps or face coverings (for hygiene reasons)
• Items marked as Final Sale or Clearance

All returns must be submitted through our official return portal. Online orders only; retail purchases must be returned at the original store of purchase.

How to Start a Return or Exchange

Begin your return or exchange at our online portal: http://returns.scalesgear.com

What you’ll need:

• Your email address
• Your order number or shipping address zipcode

The portal will guide you through the process and allow you to print a prepaid shipping label. Then, just:

• Securely pack the item (use original packaging if available)
• Include the packing slip or a note with your name, order number, and address (packing slip is NOT mandatory but helpful)
• Drop it off at your nearest shipping location

Returns by mail are only accepted for items purchased through our website.

Return Shipping – Who Pays?

We do. Scalesgear.com covers 100% of shipping costs on all eligible returns and exchanges within the U.S.

Refund Options

When returning an item, you can choose between:

1) A full refund to your original method of payment

2) A Scalesgear.com gift card for the full amount plus a $10 bonus

You’ll make this selection in the return portal when submitting your request.

Exchange Options

If you’d like to swap your item for a different size, color, or product, we’re happy to help. Exchanges are processed once we receive the original item. If your preferred replacement is out of stock, we’ll offer you store credit or help find a similar alternative.

Refund & Exchange Timeline

• Processing time: 7–10 business days from the date we receive your return
• Refunds: Appear back on your original payment method (or as a digital gift card) after processing
• Email confirmation: Sent as soon as your return or exchange is complete

Please note that refunds may take an additional 1–3 business days to appear on your statement depending on your bank.

Tracking Your Return

Once your return is scanned by the shipping carrier, we begin processing. You’ll receive status updates via email. You can also check your return status anytime through the Returns Portal.

Partial Returns

If you ordered multiple items but only want to return one or some of them, that’s no problem. You can return individual items and will be refunded for those items only.

Received a Gift?

Gift returns and exchanges can also be processed through our Returns Portal.  If you received a SCALES product as a gift and would like to exchange it, we’re happy to help. As long as the item is in new condition with tags attached, we can process an exchange or issue store credit. If you are having any trouble, just email us at info@scalesgear.com with as much information as possible and we will assist.  

Wrong Item, Damaged Gear, or Delivery Problems

If something’s not right, we’ll make it right. Contact us at info@scalesgear.com if:

• You received the wrong item
• Your order arrived damaged or defective
• Your order was lost or stolen
• You accidentally entered the wrong address
• You need to cancel or update your order after placing it

Please include your name and order number in the email so we can help you as quickly as possible.

What If My Package Says Delivered But I Didn’t Get It?

If your tracking information says “delivered” but you haven’t received the package:

1) Wait 1–2 business days (sometimes packages are marked early)

2) Check with neighbors or building management

3) If it still hasn’t arrived, email us at info@scalesgear.com as we are here to help.  

International Orders

At this time, we don’t have a separate returns process for international orders. If you’re outside the U.S. and need support, please contact us directly at info@scalesgear.com and we’ll work with you individually.

Sizing Help

Most product pages include a Size Chart to help you choose the best fit. If you’re not sure which size to get or don’t see a chart, email us and we’ll guide you.

If something doesn’t fit, we’ll help you exchange it at no cost to you.

Product Care

Our gear is designed for performance and comfort. Most items are easy to care for with cold water washes and air drying. For detailed care questions, contact us directly.

Fit Guarantee

We want you to feel confident when ordering. If your gear doesn’t fit just right, you can exchange it within 45 days for another size, and we’ll cover shipping both ways.

Refund Not Received?

If you believe you’ve been refunded but don’t see the amount on your statement:

• Check the email confirmation we sent you
• Look for “SCALESGEAR.COM” on your bank statement
• Still don’t see it? Contact us and we’ll resend confirmation or provide a screenshot of the transaction

Chargebacks or Payment Disputes

If a chargeback is submitted to your credit card company, we’ll respond through our payment provider (Shopify) with all available documentation including tracking, order history, and correspondence.

Holiday Return Extensions

Purchases made in November and December qualify for extended returns through January 31 of the following year. This allows more flexibility for holiday gifts.

Terms of Service

To view our complete Terms of Service, please visit: https://www.scalesgear.com/policies/terms-of-service

Contact Information

Email: info@scalesgear.com

We currently provide support by email only, but we are here to help and typically respond within 24 hours of your message. Our goal is to resolve all inquiries quickly and thoroughly.