At The Softball Group, founded by players and coaches, we understand that gear needs to feel right. Just as we apply integrity and precision to selecting our premium bats, gloves, apparel, and accessories, we apply the same care to ensuring you’re completely satisfied with your purchase. If an item isn’t a perfect fit, our straightforward returns and exchanges process is here to help.

Our Return & Exchange Policy At a Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in original packaging, with all tags attached.
  • Process: Start by contacting our customer service team for a Return Merchandise Authorization (RMA) number.
  • Refunds: Issued to the original payment method. Processing times are outlined below.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the return is due to our error.
Important Note on Non-Returnable Items:
To maintain the highest standards of safety and hygiene for our entire community of serious athletes, the following items cannot be returned or exchanged unless they arrive defective or damaged:
  • Bat Grips & Glove Laces: Due to their personalized nature and hygiene considerations.
  • Embroidery Services: Customized embroidery is made-to-order and final.
  • Footwear (Cleats & Shoes): Must be returned in unworn, clean condition with the original box. Footwear showing signs of wear or dirt cannot be accepted.
  • Glove Services: Custom repair, relacing, or conditioning services are final.
  • Hats: For hygiene reasons, must be returned with the original brim protector and tags, completely unworn.

Step-by-Step Return or Exchange Process

  1. Initiate Your Request: Within 15 days of delivery, email our customer service team at [email protected]. Use the template below to ensure we get all necessary information quickly.
  2. Receive Your RMA Number: Our experienced team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions. Returns without an RMA number cannot be processed.
  3. Pack Your Item Securely: Place the item in its original packaging, include all accessories and tags. Enclose a copy of your original packing slip or order confirmation. Clearly write the RMA number on the outside of the box.
  4. Ship Your Return: Send the package to our Baltimore facility using a trackable shipping service. We recommend insuring your return. The return address will be provided with your RMA instructions.
    Address: The Softball Group, 2641 Black Oak Hollow Road, BALTIMORE, US 43105
  5. Notification & Processing: Once we receive and inspect your return, we will notify you via email. Exchanges will be processed for in-stock items immediately. Refunds will be initiated as described below.

Return Request Email Template

To expedite your request, please copy and paste the template below into an email to [email protected] and fill in the bracketed information.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear The Softball Group Team, I would like to request a [return / exchange] for an item from my order. Order Number: [Please provide] Date of Delivery: [MM/DD/YYYY] Item(s) for Return/Exchange: [Product Name, SKU if available] Reason for Return/Exchange: [e.g., Size, Fit, Defective, etc.] I have read and understand the Returns & Exchanges policy, including the notes on non-returnable items. My preferred resolution is: [ ] Refund to original payment method. [ ] Exchange for: [Specific Product/Size/Color] (If exchanging, please confirm item availability). Please provide the RMA number and return instructions. Thank you, [Your Full Name] [Your Phone Number Associated with the Order]

Refunds: Timing & Method

We process refunds with the same efficiency we use to ship gear from our Baltimore facility.

  • Timing: After we receive your return and approve it, please allow:
    • Credit Card/PayPal Refunds: 5-10 business days for the refund to appear on your original payment method (Visa, MasterCard, JCB, PayPal). The timing depends on your financial institution’s processing.
  • Method: All refunds are issued to the original payment method used for the purchase. If you paid via PayPal, the refund will go back to your PayPal account. For credit/debit cards, it will be credited to the same card.
  • Deductions: The refund will be for the item’s purchase price. Original shipping and handling fees are non-refundable.

Exchanges

Need a different size bat or a different model fielding glove? We’ll make it right.

  • Exchanges are subject to product availability. Our team will confirm availability before processing.
  • If the exchange item is of higher value, you will be invoiced for the difference plus any applicable shipping.
  • If the exchange item is of lower value, we will refund the difference to your original payment method.
  • Exchanged items will be shipped using our standard shipping method to your original address unless otherwise arranged.

Damaged or Defective Items

We take great pride in the quality of our curated products. If your item arrives damaged or defective, please contact us at [email protected] within 48 hours of delivery. Include your order number and photos/video of the damage or defect. We will cover all shipping costs associated with the replacement and provide a prepaid return label.

Need Help? Our Team is Here for You.

Backed by decades of coaching and playing experience, our customer service team is your trusted partner off the field. For any questions about returns, exchanges, or your gear:

Email: [email protected]
Address: The Softball Group, 2641 Black Oak Hollow Road, BALTIMORE, US 43105

We are committed to ensuring your complete satisfaction with every purchase, just as we are committed to providing the premium equipment you need to excel.

The Softball Group | softball-group.com | Your Trusted Partner On and Off the Field

This policy is subject to change. Please refer to our website for the latest version.