Sutemi Pack Return & Exchange Policies

This page is designed to answer all of your questions about how we aim to satisfy each and every customer, including our policies for shipping, exchanges and returns.

Return & Exchange Policies (top)

Sutemi Gear guarantees 100% satisfaction on the entire Sutemi Pack product line to our customers! If you purchase a carrier today and are not completely satisfied with your purchase from us, we will refund 100% of the purchase price, without exception. We will even refund ground shipping within the continental US. This allows you to purchase any item worry-free. If it doesn’t fit, is uncomfortable in any way or simply doesn’t meet your needs, simply exchange it for a different product or return it to us for a full refund. See below for specific details about how to return your products.*

Exchanges:
If you are unhappy with your selection, and want to exchange your product for a different one, just ship it back to us and we'll ship you a replacement at no additional cost to you. Specifically, the following steps should be followed:

1. Fill out an RMA Request form so that we know what you are exchanging and why.
2. Ship the product back to us as described on the RMA Receipt you will get in step 1.
3. We'll ship you your replacement product as soon as we received the package.
   Please include the RMA number on the outside of the box, and a printout of the RMA Receipt inside the box to ensure that your return is processed correctly.

Returns

As stated above, we will accept any return purchased through our website on or after August, 2005 without exception. We will even refund ground shipping in both directions within the continental US. In order to qualify for the shipping refund, you must fill out an RMA and return the carrier according to those instructions. Returns directly back to our warehouse will not qualify for the shipping refund.

We understand this is a very liberal policy and have implemented it because your satisfaction is very important to us. That being said, we ask that you respect the intent of this policy and not abuse our generosity. To return a product just follow these simple steps:

Processing a Return

1. Fill out an RMA Request form so that we know what you are returning and why.
2. Ship the product back to us as described on the RMA Receipt you will get in step 1.
3. We'll returned the full purchase price of whatever products you purchased including any tax collected when we receive the return.
   Please include the RMA number on the outside of the box, and a printout of the RMA Receipt inside the box to ensure that your return is processed correctly.

Shipping Policies (top)

Estimating Shipping Costs:
Sutemi Gear strives to keep all costs as low as possible. Shipping within the US is, on average, about $7.95 for 1 carrier. Your shipping costs will of course vary depending on where you live, but this should give you a good starting point.

Delivery Times:
Deliveries usually ship out from our warehouse in 1-3 business days. Domestic orders are shipped via DHL while international orders are shipped via USPS. Delivery times will vary depending on where you live but DHL ground usually gets packages to their destination in between 3-6 business days. International orders will take longer.

UPS or DHL 2nd Day Air:
Sutemi Gear is pleased to offer DHL 2nd Day Air shipping. Though we can not guarantee that these orders will receive any special treatment in terms of how quickly they are processed, we understand that you are paying extra because you need the pack sooner and will make every effort to get these orders out the door as quickly as possible.

What we pay for:
On exchanges, you pay for shipping the product back to us by whatever means you choose. We will then pay for shipping the new product out to you via UPS Ground. If you would like to get the product more quickly, you can pay for expedited shipping.

On returns of any products manufactured by Sutemi Gear including the Sutemi Pack Baby Carrier, we will refund the entire purchase price plus ground shipping within the US if you are not completely satisfied with the product. For any other products, we refund the purchase price and you cover the shipping costs. We will credit your account for the full purchase price after we receive the return. Please allow 4-6 weeks for processing.