Your Trusted Partner On and Off the Field

At The Softball Group, founded by players and coaches, we understand that your gear is an extension of your commitment to the game. Just as we apply integrity and precision to selecting our premium bats, gloves, apparel, and accessories, we apply the same care to delivering your order and ensuring your complete satisfaction. This policy outlines our shipping practices and our straightforward returns process, designed with the serious athlete in mind.

Shipping Information

We process and ship orders with the efficiency demanded by the game. All orders are processed and shipped from our facility in Baltimore, MD.

Order Processing & Delivery Timelines

Service Type Processing Time Carrier & Delivery Time Cost Best For
Standard Shipping 1-2 business days DHL or FedEx – 10-15 business days after shipment. $12.95 Faster, trackable delivery to most global destinations.
Free Economy Shipping 1-2 business days EMS – 15-25 business days after shipment. FREE on orders over $50. Cost-effective delivery for non-urgent needs.

Please Note: The above delivery times are estimates and do not include customs clearance, which may add additional time. We ship globally, with the exception of some remote regions and specific areas in Asia. Delivery times may vary during peak seasons or due to carrier delays.

Returns & Exchanges: Our Commitment to Your Satisfaction

We stand behind our gear. If an item isn’t a perfect fit for your game, our returns and exchanges process is here to help.

Our Return 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: Contact customer service first for an RMA number. Returns without an RMA cannot be processed.
  • Refunds: Issued to the original payment method. Original shipping fees are non-refundable.
  • Return Shipping: Customer’s responsibility, unless the return is due to our error.

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 provide all necessary details.
  2. Receive Your RMA Number: Our team will review your request. If approved, we’ll provide a Return Merchandise Authorization (RMA) number and instructions.
  3. Pack Your Item Securely: Place the item in its original packaging with all accessories and tags. Include a copy of your packing slip/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 and insured shipping service.
    Return 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 for in-stock items are processed immediately. Refunds are initiated as described below.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
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.

My preferred resolution is:
[ ] Refund to original payment method.
[ ] Exchange for: [Specific Product/Size/Color] (If exchanging, please confirm 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.

  • Timing: After we receive and approve your return, please allow:
    • Credit Card/PayPal Refunds: 5-10 business days for the refund to appear on your original payment method (Visa, MasterCard, JCB, PayPal). Timing depends on your financial institution.
  • Method: All refunds are issued to the original payment method used for the purchase.
  • Deductions: The refund will be for the item’s purchase price. Original shipping and handling fees are non-refundable.

Exchanges

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

  • Exchanges are subject to product availability (we will confirm first).
  • If the new item is of higher value, you will be invoiced for the difference plus any applicable shipping.
  • If the new item is of lower value, we will refund the difference to your original payment method.
  • Exchanged items are shipped to your original address via our standard shipping method.

Important Note on Non-Returnable Items

To maintain the highest standards of safety, hygiene, and fairness for our community of athletes, the following customized or hygiene-sensitive items cannot be returned or exchanged unless they arrive defective or damaged:

  • Bat Grips & Glove Laces: Due to personalized use and hygiene considerations.
  • Embroidery Services: All 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.

For damaged or defective items in any category, contact us within 48 hours of delivery at [email protected] with your order number and photos/video. We will cover all shipping costs for the replacement.

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.

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
Policy Effective Date: October 26, 2023 | This policy is subject to change. Please refer to our website for the latest version.