FAQ's

When Will My Credit Card be Credited?
Once your return has been received and accepted, please allow up to two weeks for your credit. We issue your credits promptly upon acceptance, but cannot control the processing time of PayPal.

Will I Be Charged for Return Shipping?
Return shipping is at your expense (Non-Refundable), using the carrier of your choice. Please make sure you keep a tracking number for your records.

Will I Be Charged to have my Exchange Order Shipped?
You will have to pay $15 to ship the new merchandise back to you. A PayPal invoice will be sent to you for the cost. You may include a money order ONLY in the package that you send back, to cover the cost. Please do not send cash or personal checks as we do not accept those payment methods.

Do You Refund Shipping Costs on Returned Items?
Unfortunately no, We do not refund original shipping cost paid to have your order shipped to you as this is a service that is paid to FedEx, UPS or USPS to have your order delivered.

What Happens if I Return an Item After 7 Days?
Unfortunately, items received after the 7-day return period cannot be accepted for a refund or exchange. Your package will be returned to you at your expense, If we receive the same late return package a second time, we will keep your merchandise and no credit or exchange will be processed.

No Hassle 7-Day Exchanges and Refunds*.

*Due to the high cost of shipping, all sales outside of the Continental US are final.

General Merchandise Requirements
Please note: To be accepted for return, items must be in their original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty cards, manuals, and all included accessories. Any item that you received with tags attached must be returned with those tags intact and attached. All packaging, including the original manufacturer's containers, must be unmarked and not defaced in any manner. Items purchased as part of a set or multi-item pack may not be returned individually. Returns that do not meet these requirements will be sent back to you and no refund will be issued. Please see the item specific guidelines for packaging merchandise below.

Please note the following:
No item that is damaged, soiled or worn will be accepted for a refund. 

All Items are inspected by our warehouse personnel. If your returned/exchanged item appears to be worn/soiled or is damaged in any way that renders the item not new, the item will be sent back to you and we will not refund/exchange your order. 
 

Please include the following information inside your packaging to help us expedite the process.

• Order #

• Billing First & Last Name

• Email address used to place order.

• Note the reason for the return/exchange

• Detailed instructions to what you would like for us to do with your order (new size, new item, refund)

• Make sure to insure the package as we cannot be held responsible for lost packages. All packages shipped from our warehouse to you are insured for the amount of the items that total the order

• If you send back your package VIA U.S.P.S, Make sure the package is insured and you add delivery confirmation. We cannot be held responsible for lost packages. All Packages shipped to you are insured by us.

• We do not refund shipping charges.

• PLEASE DO WRITE DIRECTLY ON THE SHIPPING BOX. If the original shipping box is not returned you will charge a $5 as we will have to purchase a new one. 

Return Shipping Address:

PLEASE DO WRITE DIRECTLY ON THE SHIPPING BOX
Ten Green Rocks
4901 E Butler Dr
Paradise Valley, AZ 85253

What carrier should I use?
You may use the carrier of your choice. We highly recommend using a carrier that has tracking information, FedEx, or UPS. If using USPS we recommend purchasing Delivery confirmation and insurance against damage. Return shipping is at your expense and is not refundable.

Item Specific Packaging and Return Requirements.

Jackets
All jackets must be properly packed to avoid wrinkles to the leather and or any damage that can occur on route to our warehouse. Use an appropriate sized box to ship back your order. All hang tags must be attached to the jacket. If the hang tag is removed or not included with the product there will be a restocking fee applied to your return. If the item you are returning has removable armor and has been removed, please place the armor back in the correct place on the jacket or you will be charged a restocking fee. Do not include the armor within the package contents. All jacket accessories must be returned with the jacket, this includes armor, removable inside lining and any accessories the jacket was shipped with. Item must be returned in new condition.

Footwear
All boots must be properly packaged and returned in their original boxes. Both the display/logo box, and the brown cardboard shipping box must be returned. The boot display/logo box cannot be used to ship the item back to us, as it is not strong enough and can easily damage the contents of the box. If boots are not package correctly and are damaged on route to our warehouse, the item will be refused and shipped back to you. All footwear must be returned in brand new condition. 

Boots that appear used with dirty soles, thread loss and heavy wrinkle cracks at the front of the boot caused by using them will not be accepted for a return. The package will be sent back to you as they are not new at your expense. 

Wear your boots indoors to avoid this problem, test them indoors, if you feel they are not comfortable, do not continue to wear this will cause wear to show to the boots. 

If you return a pair of boots without the original box, there will be a restocking fee applied to your return at our discretion or the return will be rejected and shipped back to you. 

Helmets
Properly package all helmets sent back to our warehouse. If the helmet is received damaged back to our warehouse because you did not package it correctly, the item will be refused and shipped back to you.

Do not use the helmet display/logo box to ship your return to our warehouse; it can easily be damaged as the helmet box is not made for shipping but for storage. Place the display/logo box into the brown cardboard shipping box that was sent with your shipment.

All packaging materials must be included with the helmet, manuals, hand tags, storage bags and any accessories the helmet was shipped with.
Place the helmet inside of the nylon bag that is included with the item to avoid any box burns or damage to the helmets paint finish.
If the protective visor film is removed on a full face helmet, the return is subject to a restocking fee. If your helmet appears to have been worn, it will be refused and sent back to you.

Returning Heavy or Bulky Items
Certain products have special return instructions due to their size or weight. Please use an appropriate size shipping box to return the item and avoid any damage to it while in transit.

Damaged or Defective Merchandise

If you believe a product was shipped in error from tengreenrocks.com, arrives defective, or was damaged in transit, please contact Customer Service so we can resolve the problem. We will have the defective merchandise picked up, and a new item delivered to you at no cost. Please keep in mind that you must call or email us immediately to report the problem with your order.