CUSTOMER CARE

Effective Date: August 31, 2026

At Silvertip X, we want the experience of purchasing our products to be as straightforward as using them on the field. These policies provide information about shipping, returns, exchanges, orders, product care, and customer support.

1. Shipping & Delivery

1.1 Order Processing

Orders are typically processed within 2 business days after purchase.

Orders placed on weekends or holidays will begin processing on the next business day.

During product launches, promotions, holidays, or periods of unusually high demand, processing times may be longer.

1.2 Shipping Methods

Available shipping methods and estimated delivery times will be displayed during checkout.

Delivery estimates are estimates and are not guaranteed delivery dates unless specifically stated otherwise.

Once an order has been transferred to the shipping carrier, delivery timing may be affected by circumstances outside Silvertip X's control, including carrier delays, weather, transportation disruptions, or other unforeseen events.

1.3 Order Tracking

When tracking information is available, it will be sent to the email address associated with your order.

Tracking information may take some time to update after an order leaves our facility.

1.4 Incorrect Shipping Addresses

Customers are responsible for providing an accurate and complete shipping address at checkout.

If you realize that you entered an incorrect address, contact us as soon as possible.

We will make reasonable efforts to update shipping information before an order ships, but changes cannot be guaranteed once an order has entered fulfillment.

Additional shipping charges may apply when an order must be reshipped because of an incorrect or incomplete address provided by the customer.

1.5 Lost or Delayed Packages

If tracking indicates that a package has been delivered but you cannot locate it, please first check with household members, neighbors, building management, or the shipping carrier.

If the package remains missing, contact us and we will assist with the carrier investigation where appropriate.

Silvertip X is not responsible for packages delivered to an incorrect address supplied by the customer.

1.6 International Orders

International customers may be responsible for customs duties, taxes, brokerage fees, or other charges imposed by the destination country.

These charges may not be included in the product price or shipping charge.

Customers are responsible for applicable import charges.

2. Returns & Refunds

2.1 Return Window

Eligible products may be returned within 30 days of delivery.

To qualify for a return, the product must generally be:

Unused
In its original condition
Free from excessive wear, dirt, stains, odors, or damage
Accompanied by original packaging and included accessories, where applicable

Products that do not meet these conditions may be refused or may qualify only for a partial refund where permitted by law.

2.2 Products That Cannot Be Returned

For hygiene, customization, and product-integrity reasons, certain products may not be eligible for return after use.

This may include:

Used grip socks
Worn athletic products
Customized or personalized products
Products altered by the customer
Products damaged through misuse
Products that have been modified or intentionally damaged

Please try on products only in a clean, indoor environment when determining whether they fit.

Products that come into direct contact with the body may not be eligible for return once worn during athletic activity.

2.3 Starting a Return

To request a return, contact sales@silvertipx.com with:

Order number
Name associated with the order
Product being returned
Reason for the return

Do not ship a return until you have received return instructions from Silvertip X.

2.4 Return Shipping

Unless the product is defective, damaged, incorrect, or otherwise covered by applicable law, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable unless required by applicable law or the return results from an error on our part.

2.5 Refunds

Once an eligible return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Your financial institution or payment provider may require additional processing time before the refund appears in your account.

2.6 Exchanges

Eligible products may be exchanged subject to availability.

If the requested replacement is unavailable, Silvertip X may offer an alternative product, store credit, or refund where appropriate.

2.7 Defective or Damaged Products

If your product arrives damaged or appears to have a manufacturing defect, contact us within 7 days of delivery.

Please provide:

Order number
Description of the issue
Photographs of the product
Photographs of the packaging when relevant

We will review the issue and determine the appropriate resolution, which may include a replacement, repair, refund, or other appropriate remedy.

Damage caused by normal use, accidents, misuse, improper care, or alterations may not qualify as a product defect.

3. Order Changes & Cancellations

3.1 Changing an Order

If you need to change an order, contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate changes before the order enters fulfillment.

Once an order has been processed or shipped, changes may no longer be possible.

3.2 Order Cancellation

Orders may be canceled before fulfillment when possible.

Once an order has shipped, it may no longer be possible to cancel the order, and the customer may need to follow the applicable return process.

4. Product Care

Proper care can help maximize the performance and lifespan of your Silvertip X equipment.

4.1 Grip Socks

Follow the care instructions provided with your specific product.

Avoid excessive heat, harsh chemicals, bleach, or other cleaning methods that may damage performance materials.

4.2 Shin Guards

Inspect shin guards regularly for cracks, breaks, significant deformation, or other damage.

Clean according to the product's care instructions and allow the product to dry completely before storage.

Do not intentionally modify, drill, cut, heat, or otherwise alter the shin guard.

4.3 Laces

Install laces according to their intended use and inspect them regularly for excessive wear or damage.

Replace laces when they show significant deterioration.

5. Sizing & Fit

We provide sizing information to help customers select the appropriate product.

Sizing recommendations are provided as guidance and may vary depending on individual anatomy, footwear, playing style, and personal preference.

For products designed to provide a close or molded fit, proper sizing and installation are important for optimal performance.

If you're unsure about sizing, contact our customer-care team before purchasing and we'll help you select the appropriate option.

6. Product Questions

We're happy to help with questions regarding:

Sizing
Fit
Installation
Product compatibility
Materials
Care
Performance features
Product selection

7. Frequently Asked Questions

7.1 Where can I find my order information?

Your order confirmation and shipping information will be sent to the email address provided during checkout.

7.2 How do I track my order?

Once your order ships, tracking information will be provided when available.

7.3 Can I return a product I've used?

Used products may not be eligible for return, particularly products that come into direct contact with the body for hygiene reasons.

7.4 What if my product arrives damaged?

We'll review the issue and determine the appropriate resolution.

7.5 Can I exchange a product for another size?

Eligible products may be exchanged subject to availability. Contact customer care before sending the product back.

7.6 What if I ordered the wrong size?

If the product is unused and meets our return requirements, contact us within the applicable return window to discuss a return or exchange.

7.7 How do I care for my Silvertip X products?

Follow the product-specific care instructions provided with your purchase. When in doubt, contact our customer-care team before using cleaning products or other treatments.

8. Contact Us

We're here to help.

For questions about orders, products, sizing, shipping, returns, exchanges, or warranties:

Silvertip X
St. Louis, Missouri
United States

Email: sales@silvertipx.com

We aim to respond to customer inquiries within 2 business days.