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FAQ

COLORS

  • Unless specified, you will receive your holds in a random color. See our full color lineup here. The option to order in one of our "standard" colors is available on each product page. All colors have a ≈10-30 day lead time.

  • Yes, you can choose what color your holds will be. The option to order in one of our "standard" colors is available on each product page. All colors have a ≈10-30 day lead time. Contact us if you would like to order in an alternate color. Please note that holds are produced on an order-by-order basis, require a ≈10-30 day lead time.



SHIPPING

  • Please allow a 24-48 hr processing time for your order. Shipping times depend on the shipping method chosen and on curriers availability. Our holds are hand-made to order. Our lead-time is ≈10-30 days depending on how large the order is and what colors are chosen. A random color choice may have a quicker lead time.

    *Once items are ordered, item will be shipped and returns will be under normal return policy.

  • We ship orders through both UPS and the US Postal Service.

  • Free shipping (continental U.S. only) is automatically applied to your order when your cart total is a minimum of $79.

  • Yes, international orders are billed by the shipping company and paid for by the customer upon arrival. So iLL does not control import or clearance cost for overseas orders. This is the responsibility of the customer.



Free Shipping FAQ

  • Free shipping is automatically applied to your order when you cart total is a minimum of $79.

  • Our free shipping promotion is site wide, any item on our website is eligible as long as the minimum purchase is met.

  • Please review cart contents again and make sure you have the correct shipping service selected. If you feel there is an error, please email us here.

  • We will ship standard ground service, either UPS or USPS. Normal transit time for standard ground is 2 to 6 business days depending on where you are located in the US. Free shipping does not include express shipping options such as Second Day Air or Next Day Air.

  • Yes. Once your order ships, your tracking number will be sent to the email provided during checkout. Please note, it is common for orders to ship from multiple warehouses, so it is possible to receive more than one tracking number.

  • The free shipping promotion is limited to customers within the continental US only.

  • Only purchases made past the promotional start date of November 23, 2017 are eligible for free shipping.



Free Exchange FAQ

  • All shoes including climbing shoes and approach shoes, Active Jeans, Men's Jeans and leggings. Please check the item product page to verify. Closeout clothing, One-Offs, and factory blem shoes are not included in the free exchange program.

  • To initiate an exchange, or see if your items are eligible, please visit our returns portal here. If you have any additional questions, please contact us at wecare@soillholds.com, and we will help you out. Please make sure all tags are in tact, and items are in brand new, clean, resellable, condition. Once the item(s) are received, you will be notified by email. We will then issue an order for the new requested size. 

  • Yes, our policy has a 14 day time limit from day received.

  • Yes. Please use our self-service returns portal here to initiate a return. Refunds will be applied to the payment used during checkout. 

  • The free exchange program is limited to customer within the continental US only. You can read more about our International exchange policy here.

  • Since we are covering shipping twice on our dime, we have limited free exchanges to one per order. You can still do a second exchange in our self-service return portal, but you will need to pay for the second return label. 

  • Yes, please contact the original buyer to obtain the order number and use the return portal here. You can also contact us at wecare@soillholds.com for a return label. 

ORDERING

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

  • Hardware (bolts and screws, if needed) is included with each hold order. Please note, overstock holds, and One-off holds do not include hardware due to their deep discount.

  • A pill bottle is included in each product image to reference the size of our holds. The pill bottle is three inches tall and one inch wide.



MATERIALS AND CARE

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

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

  • We recommend using So iLL Grip Wash to clean your holds. Grip Wash is environmentally friendly and can be used with both dishwasher and bucket cleaning systems.



POLICIES

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

  • Holds Return Policy

    We have a 14 day time limit and charge a 25% restocking fee for returned orders. In order to be returned, items must remain sealed in their original packaging, and the buyer must pay for return shipping costs. After the item is received, please allow up to 10 business days for the money to be refunded to your card. Custom color orders cannot be returned. Orders over $500 cannot be returned without consent from So iLL.

    Other Gear/Shoes/Clothing Return Policy

    We have a 14 day time limit for returned goods. In order to be returned, items must have their original packaging, and all tags in tact. After the item is received, please allow up to 10 business days for the money to be refunded to your card. One exchange may be made without a fee. No Returns or exchanges on closeout items.

     Learn even more about our shoe return policy here.

    International Return Policy

    Same return rules apply to all International customers. International customers will have to pay for return shipping to our warehouse. This policy applies to those customers in Canada and Mexico as well.

     



REDPOINT REWARDS

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

  • 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.

  • Login to your account, click on 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.

  • 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). When your friend makes a purchase, you receive an email with an offer for the same ($10 off your next purchase of $25 or more).
    Can I refer more than one friend? Of course!

  • 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.