Refund policy

At Strong Roots, we are committed to delivering premium cold therapy systems and recovery tools crafted with discipline, integrity, and exceptional quality. If your purchase is not meeting your expectations, we’re here to help.

Please review our Return & Refund Policy below.

1. Eligibility for Returns

We accept returns under the following conditions:

For Cold Plunge Systems, Tubs & Chillers

  • Items must be unused, uninstalled, and in original packaging.

  • Returns must be requested within 30 days of delivery.

  • A return authorization must be obtained before shipping items back.

  • Due to the size and nature of these systems, a restocking fee may apply.

For Apparel & Accessories

  • Items must be unworn, unwashed, and in original condition.

  • Must be returned within 30 days of delivery.

Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns on:

  • Used cold plunge systems or accessories

  • Items showing signs of wear, water exposure, or installation

  • Gift cards

  • Final sale or promotional items

2. Return Process

To initiate a return:

  1. Contact our support team at strongroots208@gmail.com with:

    • Order number

    • Item being returned

    • Reason for return

    • Photos (if applicable)

  2. Our team will review your request and issue a Return Authorization if eligible.

  3. Ship the item back using the provided instructions.

Note: Unauthorized returns may be rejected.

3. Shipping Costs

  • Customers are responsible for return shipping costs.

  • Shipping fees paid at checkout are non-refundable.

  • For larger equipment (tubs, chillers), freight shipping may be required.

  • Shipping labels may be available upon request and will be deducted from your refund.

4. Restocking Fees

Due to handling, inspection, and repackaging requirements:

  • Large equipment returns (tubs, chillers, cold plunge systems) may incur a 15–25% restocking fee, depending on the product condition upon arrival.

  • Accessories or apparel typically do not incur restocking fees if returned unused.

5. Damaged or Defective Items

If your item arrives damaged or defective:

  1. Contact us within 48 hours of delivery.

  2. Provide your order number and photos of the issue.

  3. We will repair, replace, or issue a refund depending on the situation.

We stand behind the quality of our products and will ensure a fast resolution.

6. Refunds

Once your return is received and inspected:

  • Approved refunds will be processed within 5–10 business days.

  • Refunds will be issued to your original method of payment.

  • Deductions may apply for:

    • Restocking fees

    • Shipping charges

    • Damages not reported prior to return

Late or Missing Refunds

If you haven’t received your refund:

  1. Check with your bank or credit card provider.

  2. Contact us at strongroots208@gmail.com if more than 10 business days have passed.

7. Exchanges

We offer exchanges for clothing and accessories only.

  • Products must be in new, unused condition.

  • Exchanges for cold plunge equipment must follow the full return process, then a new order can be placed.

8. Cancellations

Orders for large equipment can be canceled within 24 hours of purchase.

After 24 hours, the order may already be in processing, and cancellation fees may apply.

Apparel and small accessory orders cannot be canceled if they have already shipped.

9. Warranty Claims

If you experience an issue covered by our product warranty:

  • Contact us at strongroots208@gmail.com

  • Provide your order number, photos, and a description of the issue

  • Warranty claims follow a separate process from returns

10. Contact Us

For return inquiries, shipping questions, or support, reach us at:

Email: strongroots208@gmail.com
Phone: +1 208-412-0236
Address: 17029 N Lonesdake Pl, Nampa Idaho 83687, United States

Our team is dedicated to ensuring your Strong Roots experience is exceptional.