Refund Policy

DOMESTIC ORDERS FROM CHASERBRAND.COM ARE GUARANTEED A FREE RETURN*

General Policy

Our return policy is 45 days. If 45 days has passed since your purchase was delivered, we unfortunately can’t offer you a refund or exchange. We do offer a five day grace period to account for shipping.

Obtaining a Return Label

To start the return process, you will need the order # issued and emailed to you after your original purchase was made. This will start with the letters "SF", ex. SF1234.  On the physical invoice that was sent with your order, this can be found under "CUSTOMER PO" (click for example).

Now click here to fill out the form.

Notes about our return form, labels & process:

  • A USPS label should be emailed to you upon receipt of your request. However, sometimes it can take up to 2 days for a shipping label to be generated which will be emailed with return instructions to the email address we have on file.
  • If possible, please use the same packaging that your order was shipped in.
  • If for any reason, the USPS (or FedEx) requires an additional payment for the label or packaging, please let us know and we'll include the charge in your overall refund or add it to your exchange as a refund.

  • For orders placed using Gift Cards and a Supplemental Payment method (ie/paypal): refunds first go to the gift card, and then the additional payment method. If you do not wish to have the gift card replenished please contact us ASAP to adjust your return.
  • Our online form is currently unable to accept multiple reasons for returns.   If you have more than one item being sent back and one or more is for an exchange (or replacement) and the other(s) are for a refund, please select the “exchange option”. In the notes please specify which item and size you want to exchange for and what item is coming back for a refund. We hope to get this corrected asap.
  • Once received by our accounting department, Chaser will exchange/refund your return.

Please note that our policy counts the date you received your order as the official date of your purchase.  

Only one return label per order will be accepted. 

Each item from an order can receive it's own return label, with the first one being free of charge. Each subsequent label per item can be requested through our return portal with the amount deducted from the refund. 

For example, if you ordered three items and you initially decide you want to return one, you can fill out the online form and receive a free return label for that one item.  If in two weeks you decide to return another item, you can request a return label for that second item through our site, with the shipping cost deducted from your refund.

For order exchange returns, please contact us for an RA # and further instructions.

All returns are processed on Fridays. 

If you sent a package that was received by us per tracking confirmation, please note it will not be processed until the following Friday.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at web@chaserbrand.com

 

Exchanges (if applicable)

If you need to exchange it for a different size of the same item, or a similarly priced item, please click here and fill out the form.  

Damages, Defective Items and Shipping Errors (if applicable)

Defective, damaged items, and shipping errors will be fulfilled immediately with a replacement item upon request and if available.  If we cannot fulfill the item we will contact you immediately.  

*Please note the following exceptions to our general policy:

      1. Returns of any items that have been washed or damaged by the customer will not be honored with a refund or replacement garment. If possible, send the garments back in the same individual bag they were shipped in.

      2. Returns of any heavily discounted sale items marked ALL SALES FINAL are not available for a refund. We will do our best to accommodate exchanges, if desired. If not, store credit is available.  This does not include damaged items received by the customer. All items on our SALES PAGE fall into this category, unless noted otherwise.   Returns that exceed 40% in discount will also fall into this category. There are exceptions - just contact us.

      3. Returns for orders using Friends & Family discount codes (40% and above) are eligible for store credit or exchanges only and cannot be refunded, damaged items being the only exception.

      4. Shipping is a one-time charge and is not refundable.

      5. Chaser does allow a (5) day grace period to account for shipping duration.

      6. Chaser reservers the right to ban customers from making future purchases who exhibit "return abuse".

      Our customer service hours are Monday - Friday, 9am - 5pm EST.  Again, shipping and handling charges are not refundable.  

      If you are unsure how to properly return your item, please contact kelly@thebigdeckstore.com or call us at 423-542-2165.