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FIND ANSWERS TO MANY OF YOUR FAQS HERE.

*So iLL monitors return/exchange activity and reserves the right to limit returns or exchanges in all instances. All returns and exchanges are subject to validation and approval at So iLL's discretion.

How long do I have to return/exchange an item?

We accept returns and exchanges within 30 days of delivery or in-store purchase of item.

What items are eligible for return/exchange?

Non-final sale shoes, apparel, bags, sunglasses, and beanies are eligible for return or one free exchange. Closeout or final sale items, one-offs, boxer briefs, cutlery, nail clippers, holds/hangboards/wooden training products, crash pads, chalk products and third-party items are not eligible for return or exchange.

How can I initiate a return/exchange?

Please visit our Return & Exchange Portal directly below.
Products must be returned in brand new, re-sellable condition. Items must be in the original packaging with all tags intact. Once the item(s) are received in our warehouse, please allow up to 10 business days for processing.
For exchanges, you will be issued an order for the new item(s) with an email confirmation.
For returns, each item is subject to a $9 restocking fee. Refunds will be applied to the original method of payment used during checkout.
Please contact us at [email protected] if you have any additional questions.

What is this free exchange program?

We offer one free exchange per order. This free exchange program is limited to customers within the continental U.S. only. Non-continental U.S. and international customers are responsible for the cost of return shipping to our warehouse. This policy applies to Canada and Mexico as well. Please contact [email protected] for any questions.

How many free exchanges can I do?

Free exchanges are limited to one per order. Additional exchanges can be made, however, the customer is responsible for the cost of return shipping.

Can I return or exchange an item I received as a gift?

Yes, please contact the original buyer to obtain the order number and use the Return & Exchange Portal here. You can also contact us at [email protected] for a return label.

What payment methods do you accept?

We accept Visa, MasterCard, American Express, and Discover.

Is hardware included with my hold order?

Hardware (bolts and screws, if needed) is included with each hold order.
Wood volumes, overstock holds, and one-off holds do not include
hardware. If you are looking for the Bolt Sizing Guide, you can find it here.

Can I cancel my order?

Once you have placed your order, it is immediately sent to processing,
and cannot be cancelled or edited. Only in the instance an item becomes
unavailable (and cannot be backordered) will your order be cancelled and
fully refunded. Holds and wood volumes orders also cannot be cancelled
as they are custom orders and manufactured on a made-to-order basis.

How do I get free shipping on my order?

Free standard shipping is automatically applied to carts with a subtotal of $99+ and with a continental U.S. shipping address. Volumes, holds, and crash pads are excluded from free shipping. Free shipping does not include express shipping options such as Second Day Air or Next Day Air.

I am still being charged for shipping and have met the minimum purchase.

Please review the items in your cart to verify volumes, holds, and crash pads are not
included in the $99 minimum, and make sure you have the correct
shipping service selected. If you feel there is an error, please email
us here.

How long will it take to ship my order?

Please allow processing time for your order. Shipping times depend on the shipping method chosen and courier availability. Our holds and wood volumes are hand-made to order. Our lead time is ≈10 days for holds, and ≈4 weeks for wood volumes.

Which shipping carriers do you use?

We ship orders through the US Postal Service, UPS and FedEx. Shipping costs are calculated by our service partners based on weight, dimension, fragility, and distance.

Are international orders subject to duties and taxes?

So iLL does not control duties or taxes for overseas orders. This is the responsibility of the customer. International orders are billed for these costs by the shipping company and paid for by the customer upon arrival.

I'm an international customer. What if customs refuses my shipment?

If any items are refused at customs & sent back, the customer will incur a 30% fee + deduction of shipping cost.

What if my package is lost in transit or stolen?

In the event your package is lost, we suggest the following: First, if a package is marked "delivered" and cannot be found, we encourage you to check in with your local USPS, UPS, or Fedex hub. Sometimes packages can still be recovered. If you are still unable to locate your package our team is here to help! Please reach out to [email protected], or submit an inquiry here.

Can I choose the color of my holds/volumes?

Yes, the option to choose your hold color is available on each product page. See our full hold color lineup here. All colors have an approximate 10 day lead time. Please note that holds are manufactured on an made-to-order basis and require an ≈10 day lead time. (unless otherwise stated on the holds product pages). You may also choose the color of your wood volumes. Color options for wood volumes are available on the product pages, and at the bottom of this page. Wood volumes have an ≈4 week lead time.

How can I tell what size the holds are?

A credit card is included in each product image to reference the size of our holds.

What are your holds made out of?

Our holds are made from the highest quality polyurethane on the market. We arrived at our formula after years of development and testing.

Are your holds weather resistant?

Our holds are weather resistant. If you plan to use the holds outdoors, please contact [email protected] for special options. We offer stainless steel bolts and the option to include UV inhibitors that will extend the life of the colors.

Are your holds guaranteed?

All of our holds come with a three year guarantee against defects.

Are my points based off my total purchase (including shipping and taxes) or the cost of the products(s) alone?

Points are based off of the pre-tax, pre-shipping, post-discount cost of the product(s) you purchase.

I think my points have gone missing. Where did they go?

If you feel that you did not receive points that were due to you, contact us and we'll do our best to get to the bottom of things.

How do I get my birthday points?

Log in to your account, click the gift icon to launch the Redpoint Rewards window and then click "Ways To Earn." From there, you will be able to click "Save Date" in order to enter in your birthday, and receive your points on your birthday.

What happens when I refer a friend?

When you refer a friend, your friend receives an email with an offer to receive $10 off their first So iLL purchase of $25 or more! After your friend makes a purchase, you will receive an email with the same offer ($10 off your next purchase of $25 or more).
You can refer more than one friend!

What is Redpoint Rewards + (RR+)?

If you spend over $250 on So iLL products within a calendar year, you will receive an email notification that you have been bumped up to RR+ status. You will receive a notification of a free gift option as well (member is responsible for the shipping cost) that can be used right away or included in your next purchase. Once you receive RR+ status, every $1 you spend is equivalent to 8 points.
As a member of RR+, you also have early access to new products, exclusive bonus point days, and occasional freebies.

Points for leaving a review?

Leave a review on our site and earn 250 points, up to a maximum of 1,000 points, or 4 reviews.

so ill return portal

STILL HAVE questions?

Reach out to us and we'll be sure to get back to you ASAP. Please check your SPAM folder if you have not heard from us in 3 business days.

United States/Canada

2008 Marconi Ave.
St. Louis, MO 63110
[email protected]| Returns/Exchanges Portal Here

International

So iLL has major distribution channels in the following countries.

Australia • Austria • Belgium • Chile • Colombia • Czech Republic • Ecuador • France • Germany • Italy • Israel • Japan • Malaysia • Mexico • Netherlands • Scandinavia • Singapore • South Africa • South Korea • Spain • Switzerland • United Kingdom • Taiwan • Vietnam

Follow the page below, or contact us if you would like to reach a distributor.

United States/Canada

2008 Marconi Ave.
St. Louis, MO 63110
[email protected]| Returns/Exchanges Portal Here

International

So iLL has major distribution channels in the following countries.

Australia • Austria • Belgium • Chile • Colombia • Czech Republic • Ecuador • France • Germany • Italy • Israel • Japan • Malaysia • Mexico • Netherlands • Scandinavia • Singapore • South Africa • South Korea • Spain • Switzerland • United Kingdom • Taiwan • Vietnam

Follow the page below, or contact us if you would like to reach a distributor.

Free Continental US Shipping Over $99

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