Cancellation policy

Our Return Promise

We want you to love your BlackLine MTB gear. If something doesn't fit or isn't quite right, we've got you covered with our hassle-free return policy.

Standard Return Policy

30-Day Returns

Return any unworn, unwashed item within 30 days of shipment date for a full refund.

Holiday Extended Returns 🎁

Purchases made November 1 – December 24:

  • Return by January 15th OR 30 days from shipment, whichever gives you more time

  • Perfect for holiday gifts and end-of-year purchases

Return Requirements

To Qualify for a Return

✅ Condition: Item must be unworn, unwashed, and in new condition

✅ Packaging: Original tags attached, original packaging included

✅ Timeframe: Within 30 days of shipment (or by Jan 15 for holiday purchases)

✅ Purchase Source: Purchased directly from blacklinemtb.com

✅ Proof of Purchase: Order confirmation or packing slip

Items That Cannot Be Returned

❌ Items worn, washed, or without original tags

❌ Items purchased from retailers other than our webstore

❌ Items damaged due to improper care or use

❌ Clearance or final sale items (marked as non-returnable)

How to Return an Item

Step 1: Contact Us

Email support@blacklinemtb.com with:

  • Order number

  • Item(s) you want to return

  • Reason for return (helps us improve)

We'll respond within 24 hours with return instructions.

Step 2: Pack Your Return

  • Include all original packaging, tags, and materials

  • Add your packing slip or order confirmation

  • Pack securely to prevent damage during shipping

Step 3: Ship It Back

  • Return Address: (Provided in return authorization email)

  • Shipping Cost: Customer pays return shipping unless we made an error

  • Tip: Use a trackable shipping method and keep your receipt

Step 4: Get Your Refund

  • Processing Time: 3-5 business days after we receive your return

  • Refund Method: Original payment method

  • Notification: Email confirmation when refund is processed

Exchanges

We Don't Offer Direct Exchanges

To exchange an item for a different size or color:

  1. Return the original item (follow return process above)

  2. Reorder the correct size/color from our website

This ensures you get the item you want as quickly as possible, even if inventory is limited.

Why This Process?

  • Faster: No waiting for us to receive your return before sending replacement

  • Guaranteed: Secure your new size/color immediately (popular sizes sell out)

  • Flexible: Choose different items if you change your mind

Refund Details

Refund Timeline

  • Return Received: We inspect your return within 1-2 business days

  • Refund Processed: 3-5 business days after approval

  • Refund Appears: 5-10 business days (depending on your bank)

Refund Amount

  • Product Price: Full refund of item cost

  • Original Shipping: Not refunded (unless we made an error)

  • Return Shipping: Paid by customer (unless we made an error)

Refund Method

Refunds issued to original payment method:

  • Credit/Debit Cards: 5-10 business days

  • PayPal: 3-5 business days

  • Shop Pay: 1-3 business days

Damaged or Defective Items

We Made a Mistake?

If you received:

  • Wrong item

  • Damaged item

  • Defective product

Contact us immediately: support@blacklinemtb.com

We'll cover return shipping and send a replacement or full refund (your choice).

Manufacturing Defects

Covered by our Limited Lifetime Warranty (see Warranty section below)

Return Shipping

Who Pays for Return Shipping?

Customer Pays:

  • Changed your mind

  • Ordered wrong size

  • Don't like the fit or color

We Pay:

  • We sent wrong item

  • Item arrived damaged

  • Manufacturing defect

Recommended Carriers

  • USPS (most economical)

  • UPS

  • FedEx

Tip: Get tracking and keep your receipt until refund is processed.

Warranty

Limited Lifetime Warranty

We stand behind the quality of our technical riding gear.

What's Covered:

  • Manufacturing defects in materials or workmanship

  • Zipper failures (not caused by snagging)

  • Seam separation

  • Fabric defects

What's NOT Covered:

  • Normal wear and tear

  • Damage from improper care (see care instructions)

  • Damage from crashes, snags, or sharp objects

  • Casual/lifestyle clothing and accessories

  • Items without proof of purchase

How to Make a Warranty Claim:

  1. Email support@blacklinemtb.com with photos of the defect

  2. Include proof of purchase (order number or receipt)

  3. Describe how the damage occurred

We'll coordinate repairs (when possible) or replacement.

Note: Shipping fees not covered by warranty. Warranty applies to original purchaser only.

 

Holiday Return Period Details

Extended Holiday Returns

Purchase Window: November 1 – December 24 Return Deadline: January 15 OR 30 days from ship date, whichever is LONGER

Examples:

  • Purchased Nov 5, shipped Nov 7 → Return by Jan 15

  • Purchased Dec 20, shipped Dec 22 → Return by Jan 21 (30 days)

  • Purchased Dec 1, shipped Dec 3 → Return by Jan 15

All other return requirements still apply (unworn, unwashed, original packaging).

International Orders

We currently ship within the United States only. International shipping may be available in the future—sign up for our newsletter to be notified.

Lost or Damaged Packages

Package Shows Delivered, But You Didn't Receive It

  1. Check with neighbors or household members

  2. Look around delivery area (sometimes carriers leave in safe spots)

  3. Wait 24 hours (occasionally marked delivered early)

  4. Contact us: support@blacklinemtb.com

We'll work with the carrier to locate your package or send a replacement.

Package Damaged During Shipping

  1. Take photos of damaged packaging and item

  2. Email us immediately: support@blacklinemtb.com

  3. Include order number and photos

We'll file a claim and send a replacement or refund.

 

 

Frequently Asked Questions

How long does a refund take?

3-5 business days after we receive your return, plus 5-10 days for your bank to process.

Can I return an item I wore once?

No. Items must be unworn, unwashed, and in new condition with original tags.

What if I lost my receipt?

Email us your order number (found in your confirmation email) or the email address used for purchase.

Can I return a gift?

Yes, if it meets return requirements. Refund goes to original payment method. Gift giver can provide order number if needed.

Do you offer free return shipping?

Not for standard returns. We offer free return shipping only if we made an error.

Can I return sale items?

Yes, unless marked "Final Sale" or "Non-Returnable" on the product page.

What if my return is outside the 30-day window?

Contact us at support@blacklinemtb.com. We handle exceptions on a case-by-case basis.

How do I track my return?

Use the tracking number from the carrier you shipped with. Keep your shipping receipt until refund is processed.

Contact Us

Questions About Returns?

Email: support@blacklinemtb.com Response Time: Within 24 hours (48 hours on weekends)

Include:

  • Order number

  • Item name and SKU

  • Your question or issue

We're riders too, and we're here to help make things right.

Our Commitment

At BlackLine MTB, we're committed to building gear that lasts and supporting riders who trust us. If you have any issues with your order, we'll do everything we can to make it right.

Ride on.

Ready to find your perfect fit? Shop Now →

Policy Updates

This return policy is effective as of November 2025. We may update this policy periodically. Changes will be posted on this page with updated dates.

For questions about this policy, email support@blacklinemtb.com.