Engineered for satisfaction—just like our gear. We believe that getting the right gear should be straightforward, and so should our returns process. If your STIO gear isn’t meeting your needs on the trail, street, or slope, we’re here to make it right.

Our Return & Exchange Philosophy

Inspired by our menu categories—from Baselayers and Fleece to Bags & Packs and Footwear—we design every piece with purpose and performance. We stand behind that promise. Our returns process is built with the same transparency and reliability you expect from our products, ensuring a seamless transition if something isn’t quite right.

Target Customer Insight: We serve active “doers” who value quality, durability, and simplicity—whether they’re hiking, biking, or transitioning from trail to street. Our policy reflects your need for clarity and efficiency.

Key Policy Overview

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unwashed, and in original packaging with all tags attached.
  • Process Time: Please allow 1-2 business days for us to process your return once received.
  • Original Shipping Costs: Non-refundable, unless the return is due to our error.

Step-by-Step Return Process

Step 1: Initiate Your Return (Within 15 Days)

Email our customer service team at [email protected] with the subject line “Return Request” and include:

  • Your full name
  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer an exchange or refund

Step 2: Receive Instructions & Return Authorization

Within 1 business day, we’ll email you a Return Merchandise Authorization (RMA) number and detailed instructions, including our return address:

STIO CLOTHING Returns
798 Airport Road
Panama City, US 32405

Step 3: Pack & Ship Your Return

Securely pack the item(s) in their original packaging. Include the original packing slip or a copy of your order confirmation. Write the RMA number clearly on the outside of the box.

Shipping Back to Us: You are responsible for the cost and risk of return shipping. We recommend using a trackable service (like DHL, FedEx, or EMS) and retaining your tracking number.

Step 4: We Process Your Return

Once we receive and inspect your return, we’ll notify you via email about the status of your refund or exchange.

Refund Timeline & Method

Timeline: Refunds are processed to your original payment method within 5-10 business days after we receive and approve your return.

Method: The refund will be issued to the same payment method used for the original purchase (Visa, MasterCard, JCB, or PayPal). Please note:

  • Credit/Debit Cards: Refund timing depends on your card issuer’s policies (typically 3-5 business days after we process it).
  • PayPal: Refunds are usually reflected in your PayPal account within 24 hours of our processing.
  • All refunds are issued in US Dollars (USD), as per our global transaction standard.
Note: If you selected Free Shipping via EMS on an order over $50, the original shipping cost will not be refunded, as this was a complimentary service.

Exchanges

Need a different size or color? We recommend the following efficient process:

  1. Initiate a return for the original item as described above.
  2. Place a new order for the desired item on stio-store.com to ensure immediate stock availability and fastest delivery.
  3. Once your return is received and approved, your refund for the original item will be processed.

This method is faster than a direct exchange, getting you back on the trail sooner.

Non-Returnable Items

To ensure safety, hygiene, and product integrity, the following categories from our menu are final sale and cannot be returned or exchanged unless defective:

  • Baselayers & Clothing (worn next-to-skin): For obvious health and hygiene reasons, items like base layers and certain intimate apparel cannot be returned if the hygiene seal is broken or tags are removed.
  • Footwear (with signs of wear): Shoes and boots must be tried on indoors on clean surfaces. Any footwear with outdoor wear, dirt, or scuffed soles cannot be accepted.
  • Personalized or Custom Items: Any product that has been customized or altered at your request.
  • Clearance or Final Sale Items: These will be explicitly marked at the time of purchase.

Analysis Basis: Our menu highlights performance categories like Baselayers and Footwear, which, due to their personal nature and performance requirements, have stricter return conditions to protect all customers.

Defective or Incorrect Items

We take pride in our quality control. If you receive a defective item or the wrong product, contact us immediately at [email protected]. We will cover all return shipping costs and expedite a replacement or refund. Please include photos of the issue or the incorrect item in your email.

Return Request Email Template

Copy and paste the template below into an email to [email protected] to get started.

Subject: Return Request – Order #[Your Order Number] Hello STIO Team, I would like to request a return/exchange for my recent order. – Order Number: [Please insert] – Name: [Your Full Name] – Item(s) for Return: [e.g., Men’s Hiking Pant, Size M, Color Gray] – Reason for Return: [e.g., Size Exchange / Not as Expected / etc.] – Preferred Resolution: [Refund to original payment method / Exchange for Size L] I confirm the item(s) are unworn, unwashed, and in original packaging with all tags attached. Please send me the RMA number and return instructions. Thank you, [Your Name] [Your Phone Number – Optional]

Questions? We’re Here to Help.

Our customer service team, built for the doers, is ready to assist. Reach out for any clarification or help with your return.

Email: [email protected]
Address: STIO CLOTHING, 798 Airport Road, Panama City, US 32405

We aim to respond to all inquiries within 1 business day.

Contact Customer Service
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