Upon placement of an order and receipt of that order by Society Nine, customers will be sent an order confirmation email. Once an order has been shipped, customers will receive a shipment confirmation email with a tracking number.
Society Nine reserves the right to cancel and refund any order, at any time, for any reason.
Please allow up to 24-96 hours (1-4 business days) from the time of purchase for order processing. With COVID-19 safety precautions, there may be additional delays beyond our control, but we do try to commit to this time frame as best and as safely as we can.
This is separate from the time estimated to ship from the carrier (since we are not the carrier ourselves!) once the order has been processed, which can take anywhere from 2-5 business days pending location. (Monday-Friday, excluding holidays)
Important things to note:
- Holiday season returns: We are making an exception on orders made between November 1-December 23, 2020 for our normal return policy period; the period will be increased from 14 days to 30 days. (Normally it is 14 days to return unused, unworn items with original tags and packaging from the point of the package being received by the customer (we can see this on our end based on your tracking number!))
- Hotel deliveries: Any order packages with a HOTEL delivery address that get returned back to Society Nine will be refunded and cancelled. Customers will have to place orders with a proper non-hotel delivery address as we are *not liable* for hotel delivery cancellations.
- Domestic ordering for internationally traveling customers: Society Nine will not be responsible for the tight timing of orders made on behalf of other customers or by customers due to travel (example, international customer is in the US and would like to optimize on cheaper shipping). Customer assumes all risks and is responsible for ordering and planning accordingly, based on Society Nine's shipping and handling policy above.
For any questions regarding orders, please contact firstname.lastname@example.org. We will always make our best efforts to accommodate requests for expedited processing.
All US orders have the following rate thresholds:
$7.99 Flat Rate for Orders Under $130
Free Shipping on Orders Over $130
We currently utilize USPS, UPS, DHL and FedEx shipping services. We reserve the right to select the carrier service and service level.
We ship to the shipping address provided by the customer.
*We are not responsible for lost or missing orders due to an incorrect shipping address provided; or, once a shipment has left our warehouse and been picked up by the carrier since we are not the carrier ourselves.*
Shipments returned to Society Nine as undeliverable may incur additional shipping fees to resend.
Unless otherwise noted, all orders are shipped with delivery confirmation, but not signature confirmation or insurance.
We currently utilize SF Express, APC, UPS, DHL and FedEx shipping services for international orders. Unless a specific service level and carrier has been chosen and paid for by the customer, we reserve the right to select the carrier service and service level.
Please note that all customs and duties will be paid by the customer.
Every shipment will have varying customs and duties per country, as well as per weight and shipment size. We do not have exposure to those fees, nor are we responsible for setting those fees.
All shipping rates generated are real-time rates provided by the carrier based on location and zone.
We apologize but we cannot accept returns and exchanges from international purchases at this time.
RETURNS & EXCHANGES
IMPORTANT: Please read below to understand returns/exchanges eligibility. As always, please don't hesitate to email us with any questions you have at email@example.com.
FOR SHOES, TRAINING GEAR & GLOVES:
We want you to be satisfied with our products. We are happy to accept a return on any product in resellable condition (with tags and free of odors) within fourteen (14) days from the date your order is delivered.
If you are not 100% satisfied with your purchase, we will accept returns of any unworn merchandise (with tags and free of odors) within fourteen (14) days from the date your order is delivered.
Merchandise must be carefully enclosed in its original packaging. We will not accept returned goods that have been worn, do not have their original packaging, or that show apparent signs of use.
RETURN & EXCHANGE FEES:
We will process your return as soon as it is evaluated and received, and issue you a refund or store credit in 3-5 business days.
Orders placed prior to Nov. 1, 2020: Returns will be processed minus $5 for shipping, handling and processing refund shipments.
Starting Nov. 1, 2020: Returns are free, but shipping fees incurred on orders under $130 are non-refundable. In cases where an order qualified for free shipping, there would be no impact.
For more questions, please don't hesitate to email us, we'd be happy to answer and share our transparency with you!
HOW TO RETURN
Please contact firstname.lastname@example.org to begin the returns and exchange process. In the email subject line, please write your order number and “PRODUCT RETURN” (ex. Order 12345 Product Return)
Please include the following information in the body of the email:
1) Order number
2) Item(s) you wish to return
3) Reason for return (choose from the following list)
A) Changed mind - do not want
B) Does not fit
C) Damaged - the shipping box or packaging shows visible signs of damage, likely incurred during transit, and as a result, the products within have sustained damage
D) Defective - the box or packaging appears fine, but the product within is not working as intended or is damaged
E) Received incorrect item
Once we receive your return request, we’ll also send you instructions on how to generate your pre-paid shipping label for you to print out and tape onto the outside of your return shipment. Box up your return(s) and ship it back to us - drop off your package at the carrier we instruct you to drop it off at.
First, follow the above instructions in the RETURNS section.
Once we receive your exchange request, we’ll also send you instructions on how to generate your pre-paid shipping label for you to print out and tape onto the outside of your exchange shipment. Box up your exchange(s) and ship it back to us - drop off your package at the carrier we instruct you to drop it off at. It can take up to 5-7 business days for us to receive and process.
Once we receive your returned product for exchange and we inspect it for damage, we will ship your new exchange. You will receive a shipping notification email with a tracking number for your new exchange.
Sometimes we offer product bundles that provide greater savings and value.
Because they are sold together at a discount, if you choose to return any part of a bundle, you will receive a refund for that product based on its retail price minus the discount applied.
If a component of your bundle does not fit or is defective, please fill out the information as instructed in the How to Return section and be sure to indicate it is part of a bundle and our customer service team will provide you with specific instructions.
Promotional Discounts and Bonus Items
If you choose to return an item that was part of a promotional discount, any refund you receive will be equal to the selling price for that product under the promotion.
If you received a bonus item with your order and choose to return the product that the bonus item was paired with, you must also return the bonus item. Failure to return the bonus item will result in a decrease in your refund equal to the value of the bonus item.
Please feel free to also contact us at email@example.com if you have any further questions about returns and exchanges. While all of the above rules will still apply, we understand there may be unique needs and we may be able to accommodate those needs better if we can be notified of your situation as soon as possible.
"LAST CHANCE" & FINAL SALE ITEMS
Any products sold and listed as "final sale" or "last chance" are not eligible for returns or exchanges.
2020 Promotions that are final sale, no returns and exchanges:
For any questions regarding anything related to final sale items, please contact firstname.lastname@example.org.
PROMOTIONS & PRICE ADJUSTMENTS
Price adjustments on promotions are not available at this time.
Promotional pricing only applies to products that are in stock, and are part of the promotion; no clearance items may apply. Specific promotions may not apply, and such disclaimers will be made per promotion.
Bundles and discount codes may not be stacked. Only one discount method may be applied to an order at any time.
Discount codes may not be used on discounted product in general, unless otherwise stated. Multiple discount codes may not be used on a single order.
For any questions regarding anything related to promotions, please contact email@example.com.
Q: What payment options do you accept?
We accept Mastercard, Visa, American Express and Discover, as well as Paypal. We also connect with Amazon Payments to make your transaction even faster - if you have pre-saved shipping and billing addresses, as well as stored cards with Amazon, simply log into your account from our shopping cart and your checkout will be even faster and more convenient!
To answer a frequently asked customer question: We do not offer Amazon Prime services alongside Amazon Payments.
Q: Can I change or cancel my order after it has been placed?
Possibly! Please contact us at firstname.lastname@example.org and we will do our best to help you with your order.
Q: How do I know if my order has been shipped?
Once your order ships, you will receive an email with a tracking number that will allow you to monitor the shipment of your order.
Q: Can I return/exchange something if I am dissatisfied?
Yes - Please view our returns & exchanges policies on this page.
Q: Do you have a size chart?
Q: Do you offer gift cards?
Yes - please click here to purchase. We are able to ship physical gift cards for personal gifting purposes and provide digital gift cards for record keeping purposes as well in case cards get lost.
Q: Do you offer discounts to personal trainers and fitness professionals?
We don't have a formal program in place yet, but please contact us at email@example.com. We love building relationships with new partners. We would love to know a bit more about your journey and how we can build a relationship together to support that journey.
Q: How do you recommend caring for my new Society Nine gloves?
You can read our handy guide here!
As a word of caution, do not put your gloves in the washing machine - they are not machine washable and we do not recommend it! We wouldn't say it unless it's happened before!