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FAQ

COLORS

  • Holds are produced and stocked in a variety of colors. Each complete set of holds is produced in a single inventory color. These colors include So iLL Green (16-09), Green (16-16), Red (11-12), Yellow (15-12), Orange (14-01), Pink (11-20), Purple (07-13), Blue (13-01), and Black (18-01). Unless a custom color is specified and paid for, you will receive your holds in one of these nine inventory colors.

  • Yes, you can choose what color your holds will be. The option to order in one of our standard inventory colors is available on each product page. Contact us if you would like to order in a non-inventory color. Click here to view our full selection of custom colors. Please note that custom color orders are produced on an order-by-order basis, carry an additional charge, and require a 30-day lead time.



SHIPPING

  • We carry a small stock of most items on our website and these items will ship within 2 - 3 business days from when you place your order. However, there are some items that are exceptions to this rule. Custom color hold orders are produced on an order-by-order basis. These orders require a 30 day 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 is automatically applied to your order when you 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 is 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.

  • For eligible items, a return label can be requested. 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, we will issue an order for the new requested size. Please include a note with your return to expedite the process. 

  • Yes, our policy has a 10 day time limit from day received.

  • We will send a store credit code to your email on file. No refunds will be issued.

  • 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.

  • Yes, please contact us for a return label. We will email one to you.

ORDERING

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

  • Hardware (bolts and screws, if needed) is included with each order.

  • 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 10 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 Soft Goods/Gear Return Policy

    We have a 10 day time limit and charge a 15% restocking fee for returned soft goods/gear orders. In order to be returned, items must have 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. Exchanges may be made without a restocking fee. The buyer only pays for return shipping costs. Please email us to receive a return authorization number. No Returns or exchanges on closeout items.

    Shoe and Active Jeans Return Policy

    We have a 10 day time limit for shoes, Active Jeans, and Men's Jeans. All shoes and Jeans come with a pre-paid shipping label and return instructions. Simply return back on our dime and store credit will be issued for the prodcut price of the item. Items must be in brand new condition and in original packaging with tags in tact. For exchanges, you can repurchase the same item with your store credit. No refunds will be issued. No Returns or exchanges on closeout clothing or shoes.

    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. Prepaid shipping labels will not be sent out with International orders. This policy applies to those customers in Canada and Mexico as well.