Refund policy
PocketStrong Fitness
Email: support@pocketstrong.com
Response time: within 24 hours, usually much faster.
For order issues, please include your order number so we can help faster.
One deliberate change: I used support@ instead of team@ here. This is your contact/support page, and routing matters — support@ for customer problems, team@ for everything else (suppliers, partnerships, general). Splitting them now costs nothing and means that when order volume grows, customer issues live in one inbox instead of mixed into everything. If you'd rather run one inbox for now, just make team@ forward into support@ (or vice versa) so nothing sent to either address ever bounces — Shopify domain email forwarding or your registrar does this free.
Also, since this page is where the "personally accountable" promise gets tested — consider one added line that does trust work:
"You'll get a reply from a real person — usually the founder."
That's your drill-two differentiator, placed on the exact page where a nervous customer lands when something went wrong. Cheap sentence, right location.
Keep them coming — next policy page, same treatment.
SHIPPING POLICY
PROCESSING TIME
Orders are processed within 1–2 business days.
DELIVERY TIME
US delivery typically takes 4–9 business days after processing, with full tracking emailed to you as soon as your order ships.
SHIPPING RATES
Free shipping on all US orders over $30. Orders under $30 ship for a flat rate of $4.99.
TRACKING
You'll receive a tracking number by email once your order ships. If you haven't received tracking within 3 business days of ordering, check your spam folder or email us — we'll sort it out fast.
WHERE WE SHIP
We currently ship within the contiguous United States (lower 48 states). We're unable to deliver to Alaska, Hawaii, US territories, PO Boxes, or APO/FPO military addresses at this time. International shipping is coming soon.
DELAYS
Occasionally carriers experience delays outside our control. If your order is significantly delayed, email us and we'll personally track it down.
Questions about your order? support@pocketstrong.com — include your order number and you'll get a faster answer.
Three changes beyond the rename, each with a reason:
- Delivery time: 6–12 → 4–9 business days. Your CJ US-warehouse reality is 1–3 processing + 3–7 delivery. You're also stating processing separately (1–2 days), so "6–12 after processing" was double-padding — a customer reads it as potentially 14 business days ≈ three calendar weeks, which is exactly the number that makes an impulse buyer close the tab. 4–9 is still padded above CJ's stated 3–7, so you keep the under-promise buffer without advertising a timeline that kills conversions. Condition attached: this number gets confirmed or corrected by your own sample — whatever your July 4 orders actually take, the policy states one day worse than that. If samples take 11 days, the policy goes back up and we have a supplier conversation instead.
- The exclusions section is now in writing. Remember the fascia-gun fine print — no AK, HI, PR, territories, PO boxes, military addresses? Your policy previously said "we ship within the United States," which includes all of those. A Honolulu order would have been legal to accept and impossible to fulfill. This paragraph plus the matching Shopify shipping-zone setting (Settings → Shipping → restrict to lower 48) closes that gap from both ends. The policy is the promise; the zone setting is the enforcement — do both.
- Small tone touches ("we'll personally track it down") — the accountability brand showing up even in plumbing pages, because a shipping policy is read almost exclusively by people deciding whether to trust you.
Next page whenever ready — Returns/Refunds is the big one left, and given your 30-day-guarantee positioning, it's the policy that has to match the marketing exactly.
TERMS OF SERVICE
Welcome to PocketStrong. By accessing or using pocketstrong.com (the "Site") and by purchasing from us, you agree to these Terms of Service.
USE OF THE SITE
You confirm you are at least the age of majority in your state, or that you are the age of majority and have given consent for any minor dependents to use the Site. You may not use our products for any illegal or unauthorized purpose.
PRODUCTS AND PRICING
We make every effort to display products and prices accurately. Colors and images may vary slightly from the actual product. We reserve the right to correct any errors, change prices, limit quantities, or refuse or cancel any order at any time. If we cancel an order after payment, you will receive a full refund.
FITNESS DISCLAIMER
Our products are training and recovery tools. They are not medical devices, and they are not intended to diagnose, treat, cure, or prevent any medical condition. Always consult a physician before beginning any new exercise program, especially if you have an existing injury or health condition. You use our products at your own risk, and you are responsible for training safely and within your ability. PocketStrong Fitness is not liable for injury resulting from misuse or overuse.
ORDERS AND PAYMENT
By placing an order you agree to provide current, complete, and accurate purchase and account information. Payment is processed securely through our payment providers; we never see or store your full card details.
SHIPPING, RETURNS, AND REFUNDS
Shipping is governed by our Shipping Policy and returns by our Return and Refund Policy, both incorporated into these Terms.
LIMITATION OF LIABILITY
To the maximum extent permitted by law, PocketStrong Fitness shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Site or products. Our total liability for any claim shall not exceed the amount you paid for the product.
INTELLECTUAL PROPERTY
All content on this Site — including logos, text, and images we create — is the property of PocketStrong Fitness and may not be copied or reused without permission.
GOVERNING LAW
These Terms are governed by the laws of the State of New York, without regard to conflict of law principles.
CHANGES TO TERMS
We may update these Terms at any time. Continued use of the Site after changes means you accept the updated Terms.
CONTACT
Questions about these Terms: support@pocketstrong.com
Beyond the rename, three additions worth knowing about:
- The FTC-standard disclaimer line ("not intended to diagnose, treat, cure, or prevent") — this is the boilerplate that backs up the compliance rule we've been enforcing on every product page. The pages avoid medical claims; the Terms now formally disclaim them. Belt and suspenders.
- Governing law clause — small addition, standard practice, and it means any dispute runs under New York law (your home turf) rather than being ambiguous. Every real store's terms have one; its absence is a template tell.
- "We never see or store your full card details" — true (Shopify Payments handles it) and quietly reassuring in the exact document nervous buyers skim.
That's Legal Notice, Contact, Shipping, and Terms done. Remaining: Return & Refund Policy — send it next, and heads-up that it gets the closest read from me of any page, because your entire brand promise ("30 days, no questions, your money hostage until I earn it") lives or dies by whether that policy actually says what the marketing says. Mismatches between a guarantee's marketing and its fine print are the #1 way stores torch the trust they bought.
This policy is honestly written — the "no interrogation" line is the brand promise showing up where it counts. Rebrand plus a few precision fixes:
30-DAY MONEY-BACK GUARANTEE
We stand behind our gear. If you're not satisfied, you have 30 days from the date of delivery to request a full refund.
HOW TO START A RETURN
Email support@pocketstrong.com with your order number and the reason for your return. We'll respond within 24 hours with next steps. No interrogation — if it's not working for you, we'll make it right.
CONDITION
Items should be returned in usable condition. Because grip and training gear is used hands-on, normal use is expected — that's the point of a 30-day trial. We just ask that items aren't broken or damaged beyond ordinary use.
REFUNDS
Once your return is received or your request is approved, your refund is processed to your original payment method within 5–10 business days. Original shipping charges (if any) are non-refundable. Return shipping costs are the customer's responsibility unless the item arrived defective or incorrect.
DEFECTIVE OR WRONG ITEMS
If your product arrives damaged, defective, or incorrect, email us with a photo and your order number. We'll send a free replacement or full refund at no cost to you — no return needed. All products are also covered by a 30-day replacement warranty against manufacturing defects.
EXCHANGES
Want a different item instead of a refund? Email us and we'll arrange it.
Questions: support@pocketstrong.com