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Free shipping over $99 (CONUS) *T&C

Free shipping over $99 (CONUS) *T&C

FAQ

HOLDS

  • Holds are manufactured on an order-by-order basis and are considered custom. For that reason, we cannot cancel your order once it is placed.

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

  • Yes, you can choose what color your holds will be. The option to choose your color is available on each product page. All colors have an approximate 10 day lead time. Please note that holds are produced on an order-by-order basis and require an ≈10 day lead time. (unless otherwise stated in the holds note on the holds product pages)

SHIPPING

  • Please allow processing time for your order. Shipping times depend on the shipping method chosen and on couriers availability. Our holds are hand-made to order. Our lead-time is ≈10 days.

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

  • We ship orders through FedEx, 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 $99. Volumes are excluded from free shipping.

  • 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.

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

  • 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/FedEx/UPS office or 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 wecare@soillholds.com, or submit an inquiry here.

FREE SHIPPING

  • Free shipping is automatically applied to all continental U.S. orders when your cart total is a minimum of $99. Volumes are excluded from free shipping.

  • 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 ship via FedEx or USPS. Normal transit time for shipping is 2 to 7 business days depending on where you are located in the U.S. 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 U.S. only.

EXCHANGE + RETURN

  • All non-final sale shoes, apparel, bags, sunglasses, and beanies are eligible for one free exchange. Closeout or final sales items, One-Offs, masks, bandanas, cutlery, holds/hangboards/wooden training products, crash pads, and accessories 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. Please make sure all tags are intact and items are in brand new, clean, resellable, condition. Once the item(s) are received in our warehouse, you will be notified by email. We will then issue an order for the new item. If you have any additional questions, please contact us at wecare@soillholds.com and we will help you out.

  • Yes, our policy has a 30 day time limit from day received.

  • Yes, for qualifying items. In order to be returned, items must be in the original packaging with all tags intact. After the item is received in our warehouse, please allow up to 10 business days for processing. All returns will be subject to a $9 restocking fee. Please use our self-service returns portal here to initiate a return. Refunds will be applied to the payment used during checkout. Closeout or final sales items, one-offs, masks, bandanas, boxer briefs, cutlery, holds/hangboards/wooden training products, crash pads, and accessories are not eligible for refund or return.

  • The 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 wecare@soillholds.com for any questions.

  • Free exchanges are limited to one per order. Additional exchanges can be made, however you are responsible for the cost of additional shipping labels. 

  • 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. If you are looking for the Bolt Sizing Guide, you can find it here

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

  • Once you have placed your order it cannot be cancelled nor can shipping addresses be edited. Only in the instance an item becomes unavailable (and cannot be backordered) will your order be cancelled and fully refunded.

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 wecare@soillholds.com for special options. We offer stainless steel bolts and the option to include UV inhibitors that will extend the life of the colors.

HOLD GUARANTEE

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

     

     

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.

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