Engineered for the trail, built for simplicity. Our shipping and returns process is designed with the same purpose-driven approach as our gear.

Our Commitment to You

At STIO, we serve active “doers” who value quality, durability, and straightforward solutions—whether you’re hiking, biking, or moving from trail to street. We believe getting the right gear should be effortless, and our policies reflect your need for clarity, efficiency, and reliability.

Inspired by our performance categories—from Baselayers and Fleece to Bags & Packs and Footwear—we design every piece with intention. We stand behind that promise, and our shipping and returns process is built with the same transparency you expect from our products.

Shipping Information

Order Processing Time: All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

We ship globally (excluding some remote regions and parts of Asia). Please see below for your shipping options:

  • Standard Shipping – $12.95
    • Carrier: DHL or FedEx
    • Estimated delivery: 10-15 business days after shipment.
    • Trackable service included.
  • Free Shipping – Available on orders over $50
    • Carrier: EMS
    • Estimated delivery: 15-25 business days after shipment.
    • Trackable service included.

Note: Delivery times are estimates and may vary due to customs, weather, or carrier delays. You will receive a tracking number via email once your order ships.

Returns & Exchanges Overview

If your STIO gear isn’t meeting your needs on the trail, street, or slope, we’re here to make it right.

  • 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

  1. Initiate Your Return (Within 15 Days)
    Email [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
  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
  3. Pack & Ship Your Return
    Securely pack the item(s) in their original packaging with all tags. Include the original packing slip or 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.
  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 usually appear in your PayPal account within 24 hours of our processing.
• All refunds are issued in US Dollars (USD).
• 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? For the fastest service, we recommend:

  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 for all our customers, the following categories—highlighted in our menu for their performance and personal nature—are final sale and cannot be returned or exchanged unless defective:

  • Baselayers & Clothing (worn next-to-skin): For 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 customized or altered at your request.
  • Clearance or Final Sale Items: These will be explicitly marked at the time of purchase.

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.

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.

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