Refund policy
| Return window | 30 days from delivery |
| Condition required | Unused, in original packaging |
| Restocking fee | None |
| Refund issued | Within 5 business days of receipt |
| Return method | By mail |
| Exchanges | Yes, happily |
Returns we accept
You may return most items within 30 days of the delivery date for a refund, store credit, or an exchange. You do not need to explain yourself. Changed your mind is a perfectly good reason.
We do ask that items come back unused and in original, complete packaging with all parts, accessories, paperwork, and free gifts included. For yo-yos, unused means it has not been thrown. Strings, bearings, response pads, lube, and other consumables need to be unopened. We know that is a hard line when you are curious, so if you are torn between two throws, call us before you order. Talking people into the right yo-yo is genuinely our favorite part of the job.
Items we cannot accept
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Gift cards
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Items listed as Final Sale or Clearance on the product page at the time of purchase
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Opened lube, opened response pad packs, and used string
Anything excluded from returns is labeled on its product page before you buy it. No surprises after the fact.
How to start a return
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Email or call (413) 551-9696 with your order number and what you would like to send back.
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We reply within one business day with a return authorization number and instructions. A real person reads every one of these.
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Pack the items securely, write the return authorization number on the outside of the box, and ship it to the return address below.
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We inspect the return when it arrives and issue your refund within 5 business days.
Please check in with us before shipping anything back. It is not us being difficult. Returns that show up unannounced sit in a pile without a name on them, which slows your refund down.
Return shipping costs
If you changed your mind: you cover return shipping, and your original shipping charge is not refunded.
If the problem is on our end: we cover the cost of getting it back to us. That includes items that arrive damaged or defective, wrong items, and missing items. Reach out and we will arrange it, usually with a prepaid label you can print at home. On international orders and unusually large or heavy items, we may instead ask you to ship it back and reimburse your cost, or send a replacement without asking for the original at all. A mistake on our end should not leave you out of pocket.
We do not charge a restocking fee.
If an item comes back incomplete, missing packaging, or showing signs of use, we will contact you before we do anything. Depending on the situation we may offer a partial refund or store credit, or send the item back to you. We will not quietly deduct something and leave you to notice it on your statement.
Refunds
Refunds go back to the original payment method within 5 business days of us receiving and inspecting the return. Your bank or card issuer may take another 3 to 10 business days to actually post the credit, which is out of our hands. If store credit or an exchange would serve you better, just say so when you reach out and we will set that up instead.
Damaged, defective, or wrong items
Get in touch within 7 days of delivery at with your order number and a photo of the problem. We will make it right with a replacement, a full refund, or a repair, and we will sort out the return shipping so it does not come out of your pocket. Tell us which outcome you would prefer and we will start there.
Manufacturer warranties
Many manufacturers cover manufacturing defects for 30 days from the date of purchase. Warranties cover defects in materials and workmanship. They do not cover normal wear, string burn, dings from play, or damage from modification or misuse. Yo-yos are meant to be thrown, and a well loved throw looks like it.
Warranty claims sit outside this return policy, but contact us either way. We have been doing this a long time and we know most of these companies personally. Often we can diagnose the problem over email, or point you to a five dollar part instead of a warranty claim. Either way you will not be handed a phone number and left to figure it out.
Exchanges
We accept exchanges on anything eligible for return, under the same 30 day window and condition requirements. Mention the exchange when you contact us and we will hold the replacement where we can, especially on limited runs. Price differences are charged or refunded when the exchange goes through.
Canceling an order
If your order has not shipped, we can cancel it for a full refund. Reach out quickly, because we pack fast and we are usually out the door same day. Once it ships, the standard return process above takes over.
International returns
Customers outside the United States get the same 30 day window and the same condition requirements. You are responsible for return shipping and for marking the package as a returned item on the customs form. Duties, taxes, and brokerage fees paid at import are not refundable by us, though your local customs authority may let you reclaim them.
Where to send returns
YoYoExpert 116 Pleasant St Suite 201 Easthampton, MA 01027-2761 United States
Please write your return authorization number on the outside of the package.