We strive to do the best for our customers. If you have a problem most issues can be resolved by reviewing the Frequently Asked Questions page on our website and the Troubleshooting Chart. If you still need help give us a call at 650 815-7997, M-F, 10am -5pm PST. We are a small, family owned business and will do our best to return your call or email within 24 hours.
We typically package our orders on Mondays and Tuesday mornings and ship from our warehouse on Tuesday afternoons. We reserve the right to vary from this schedule on occasion. We cannot guarantee the delivery date after the products leave our warehouse.
Submitting Your StompLight Product for Repair
StompLight® Pro & Pals come with a 1 year limited warranty on parts and workmanship from date of purchase. The Power Banks come with a 90-day warranty. The warranty remains valid only if the serial number on the unit is not defaced or removed. It does not cover damage due to misuse, unauthorized tampering, accident or neglect. During this period we may repair or replace (at our option) defective units free of charge. We only repair products that have been made by us. There will be a shipping and repair fee for products that have been damaged by the user. Examples of user damage include using a wrong power supply, running audio signal into the DMX connectors, or physical abuse.
RMA - Return Merchandise Authorization/Shipping Details
Call us first to begin return for repair. We will discuss your issue and if we approve a repair submission we will issue a RMA - Return Merchandise Authorization and email you a prepaid shipping address The customer then ships the unit to StompLight with the RMA number written prominently on the package.
You will be directed to shipping to one of the two addresses below.
80 Loma Vista Drive
Sonoma, CA 95476 USA
8445 Empire Grade
Santa Cruz, CA 95060
If there is a failure that is covered by the warranty we will fix or replace the unit, and send it back to the customer, shipping paid by StompLight International LLC. If the repair is not covered by warranty, we will give you a repair estimate and the customer may approve the repair or choose not to. When a repair is not covered by warranty the customer pays for the repair and all shipping associated with the repair.
When return shipping charges and repair fee apply they will need to be collected prior to shipping the StompLight product back to the customer.
Refund and Exchange Policy
If you seek a refund or an exchange contact us by email at firstname.lastname@example.org. Politely explain what you would like, the reason for your return or an exchange and your order number. Our return policy lasts for 14 days from date of delivery. Please note there is a 17.5% restocking fee to cover the returned product evaluation, testing, restocking and banking charges associated with a return.
If we agree to your request we will notify you by phone and issue you a RMA (return authorization number) to be displayed outside on the return package. You can now ship the products back to us, at your own expense, for evaluation.
80 Loma Vista Drive
Sonoma, CA 95476 USA
There will be a 17.5% restocking fee to cover the product evaluation testing, restocking and banking charges associated with the return.
The customer is responsible for paying for the associated shipping costs for returning your item. We recommend that you add tracking and insurance to your method of shipping.
To be eligible for a return, your purchased item must be unused condition. All products must be returned in the original undamaged packaging. To complete your return, we also require a receipt or proof of purchase. Typically we have the data in our system if you purchased your products on our website.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges (if applicable)
We only replace items if they cannot be repaired.