It is the aim at SpikeAssist.com to ensure customers are thrilled with their purchase! If there is an issue with the order, or you are unhappy with the product, the customer service team should be contacted ASAP so one of our representatives can make the order right through either refund, store credit or replacement.
To initiate a request for a return or refund please email info@spikeassist.com.
Return
If you are dissatisfied with the product received, the product must first be returned to our
facility. You are responsible for the return shipping costs. A store credit, of equal value to
the returned product, will be issued so a new item may be ordered. (Limit 1 per order).
Replacements
If an item is defective or damaged due to manufacturer error or if we ship you the wrong item, we
will send a replacement to you. The damaged item is to be discarded. Proof (a picture) of the
damaged items must be included with the item replacement request. To initiate a replacement,
contact our customer service team via email with your order number, email address, and the
images of damage.
Lost in the Mail
If an order is lost in transit, we will replace it. You will be provided a tracking number and
this is what we use to determine if an order has been lost in transit or delivered. If your
tracking number is marked as "delivered", but you claim you did not receive it, we have to rely
on the tracking number. SpikeAssist.com will issue a 50% discount towards a new order. If
the order tracking is not marked "delivered", a full refund will be issued after 30 days for
domestic orders or 60 days for international orders.
Returned to Sender
If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you. You will need to pay a shipping and handling fee to cover the costs of reshipping. If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, or priority processing. There will be a $5 per item restocking fee taken out of the refund as well.
Sometimes these packages are refused by customs and/or destroyed by the postal carrier. Sometimes they end up lost in transit. In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item.
If you provided the correct address, we will reship the order to the same address free of charge.
If you want to change the address, you will need to pay the shipping and handling fee.
Order Cancellation
All SpikeAssist.com products are made to order and must be cancelled within 12 hours of
ordering to receive a full refund.
Sale Items
Orders with a total discount equal to or above 20% are "as is" and may not be returned.
Return Window
All product returns, refunds, or replacements must be made within 14 days domestic (30 days
international) of the order place date. Orders/products falling outside this date will not be
returned, refunded or replaced, and a new order will need to be placed.
International Shipping
Customs Duties, Taxes or Additional Shipping charges are not included in our base price. This is
a shopper's responsibility as each country has different Custom Duties and Laws of Taxation.
If you have an issue not outlined here, please contact us!
SpikeAssist.com
2322 Cass Rd.
Traverse City, MI 49684
info@spikeassist.com