Shipping Policy

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.

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.

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.

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.

• 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).

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.

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.

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.