Return Policy

We accept returns for defective, damaged, or incorrect items, as well as eligible products under our warranty policies. To initiate a return, you must request a Return Merchandise Authorization (RMA) number within 30 days of delivery for non-defective items or as specified by the product’s warranty for defective items. Returns without an approved RMA number will not be accepted.

Key Details:

  • Return Window: 30 days from delivery for non-defective items; warranty periods apply for defective items (see Warranty Terms below).

  • Return Shipping Costs: Customers are responsible for return shipping costs, except in cases of SHAPE error or transit damage. SHAPE covers return shipping for repaired or replaced items to Canadian and U.S. customers via FedEx or UPS Standard.

  • Refund/Exchange Process: Refunds or replacements are processed within 15 business days of receiving the returned item. Refunds are issued to the original payment method and exclude original shipping costs.

  • Condition of Returns: Items must be in original condition, with all tags and packaging, and free of damage or misuse.

Warranty Terms

SHAPE offers warranties based on product type:

  • CNC Machined Aluminum Parts: Lifetime warranty

  • Fabric Accessories: 6-month limited warranty

  • Batteries and Chargers: 2-year limited warranty

  • Tripods: 1-year limited warranty

  • Electronic Items (e.g., D-Box, battery plates): 1-year limited warranty

  • Cables: 30-day limited warranty

  • Shoulder Pads, Rubber Handles, and Rubber Accessories: 90-day limited warranty

For out-of-warranty items, repairs or replacements may be available for a fee (see Out-of-Warranty section below).

How to Return a Product

Follow these steps to process your return:

Contact Us: Reach out to our Customer Support team to verify the issue and request an RMA number.

Phone: +1 888-968-9810 (9:00 AM–5:00 PM EST, Monday–Friday)
Email: support@shapewlb.com

  1. Provide Information: Submit the following details:

    • Reseller information (if applicable)

    • Your phone number and email address

    • Product model or part number

    • Purchase date

    • Description of the issue

      Complete the RMA Form      : We’ll send you an RMA form to fill out and return to us via email.

      Ship the Item: Pack the item securely (preferably in its original packaging) and include the RMA form. Write the RMA number on at least two sides of the package and on the shipping documentation. Ship to:

      SHAPE wlb Inc – RMA# 1953 Rue Patrick-Farrar Chambly, QC, J3L 4N7 Canada

       

  2. Use Trackable Shipping: Send the package via a traceable carrier (e.g., UPS, FedEx, DHL, Purolator, or Postal Service Priority Mail) and retain tracking information. You are responsible for the item until we receive it.

  3. Processing: Allow up to 15 business days for us to process your return and ship a replacement or issue a refund.

Important Notes:

  • A minimum of 10.00$ fee may apply for missing components or packaging.

  • Items damaged due to insufficient packaging may be deemed non-repairable at SHAPE’s discretion.

  • Unauthorized returns or items not listed on the RMA form will be returned to you at your expense.

  • RMAs are closed if items are not received within 30 days of RMA assignment.

Dead-on-Arrival (DOA) Products

For items that are defective upon receipt (DOA) within 14 days of purchase, we’ll repair or replace them within 2 business days of receiving the return, with no expedite or shipping fees. Domestic replacements ship via UPS/FedEx Second-Day; international replacements ship via FedEx International Priority.

Out-of-Warranty Repairs

If your product is out-of-warranty or damaged due to misuse, we may offer repair or replacement for a fee:

  • Diagnostic Fee: $35.00 (non-refundable, credited toward repair if approved).

  • Repair Cost: 60% of the current list price if repairable.

  • Replacement Cost: Based on the current list price if replacement is needed.

  • Out-of-warranty repairs carry a 90-day warranty.

  • Customers cover all shipping costs for out-of-warranty items.

Expedited Returns

For urgent returns, we offer expedited processing (within 2 business days of receipt) for a fee of 40% of the product’s MSRP, plus expedited shipping costs.

Payment Methods for Fees

  • Credit Card (Visa, MasterCard)

  • PayPal Invoice

  • Bank Wire Transfer

Contact Us

Have questions about our return process? Contact our team:

  • Phone: +1 888-968-9810 (9:00 AM–5:00 PM EST, Monday–Friday)

  • Email: support@shapewlb.com

  • Address: SHAPE wlb Inc, 1953 Rue Patrick-Farrar, Chambly, QC, J3L 4N7, Canada