Shipping policy

Our Satisfaction Guarantee

If you’ve purchased EDGE®, thank you—we’re honored to help you perform at your best. We stand behind our product and take your satisfaction seriously.

Shipping-Related Returns

Processing and handling: 

• We aim to ship out all orders placed prior to 1PM EST on the same business day, but it may take until the end of the following business day due to a number of factors, including weather delays, courier pickup issues, and seasonal volume.
• Orders placed after 1PM EST on Friday or before a US holiday will ship out on the following business day (weekends do not count as business days).

Shipping timeframes: 

• Our UPS Air Shipping options are guaranteed services - this means that if they do not deliver in the timeframe promised, we can file a claim and then refund you the shipping costs directly from UPS. There are limited exceptions to their guarantees that can be found on their website but include things like severe weather or natural disasters.
• Economy, Express, and International shipping options are all ESTIMATED business days. These are not guaranteed services, and we have no control over the courier shipping timeline.
• Our shipping estimates are based on a large data set and set conservatively. For example: if our average shipping time average over 10,000 shipments for your location is 4.2 business days, we typically promote 5-6 business days.

Common delays and shipping issues:

• Weather - The most common delays are due to weather (such as hurricane, tornado, snowstorm, etc.). There is nothing we can do to control that, and we do our best to update our customers every step of the way and we fight on your behalf to escalate with the courier. Please NOTE - even if your area is unaffected by the issue, there can still be delays due to the origin point and the shipping lane that the package travels through.
• Volume delays - Around major holidays, and particularly from the beginning of November until the end of the year, there are unexpected delays at different points in the shipping lanes.
• Incorrect info - Sometimes, a package will be marked as delivered and you may not be able to locate it. The most common reason for this is if the name, address, or other info given at checkout are incorrect. If the info given to us is incorrect, we will need to charge a small shipping fee in order to re-ship the package to the correct location.
• Lost / damaged in transit - Occasionally, a courier will damage or lose a package in transit. If this happens, we can file an insurance claim and, if the claim is successful, re-ship your package free of charge. If the damage occurred in transit, we will need you to take pictures of the damage in order for us to file the claim. If you have security cameras that can prove an order was never delivered or that a package was stolen, we will need you to send that to us for the claim as well.
• Stolen packages - With stolen packages, you will have to file a police report as the affected person, and then give us the police report for the courier to file a claim on their side. If you have security cameras that can prove an order was never delivered or that a package was stolen, we will need you to send that to us for the claim as well.

Troubleshooting

• If you encounter any issues applying or using EDGE®, please reach out via phone, email, or chat between 9 AM–5 PM EST. We personally walk you through troubleshooting which resolves 90% of issues within 1-2 email exchanges.

Returns & Refunds - USA

• You may request a full refund (minus shipping costs, if applicable) within 60 days of purchase if you’re not completely satisfied with EDGE®’s performance.
  
• Refunds will be issued to your original payment method within 7 business days of approval.
• If the package is marked as delivered by the courier, but you cannot find the package, we may, at our sole discretion, ship a replacement package. We cannot refund an order if the courier marks it as delivered and the customer decides not to accept the replacement package.
• If the package is deemed undeliverable or delivered to the wrong address due to issues with the name, address, or other information given at checkout, we will not be able to refund your order and will have to charge for the second shipping fee to re-ship your package.

Returns & Refunds - International

• All sales outside of the US are final due to international logistics and export processes.
• If there is an issue with your order, we may send a partial or full refund for the affected products or send a replacement at our discretion.
• If the package is deemed undeliverable due to issues with the name, address, or other information given at checkout, we will not be able to refund your order and will have to charge for the 2nd shipping fee to re-ship your package.

Shipping-Related Returns

For any questions about shipping costs, lost or damaged returns, or labels, please review our Shipping Policy.

How to Initiate a Return or Refund

• Email us at team@edgespray.com (include your order number and a brief description of the issue).
• Our team will reply within 2 business days with next steps.

Exceptions & Limitations

• Returns requested after 60 days of purchase are not eligible for a refund.
• Only purchases made at edgespray.com qualify for this policy.
• Using other cleaning products on the sneaker / material prior to using EDGE voids returns and refund claims related to product efficacy as the material is considered compromised.

Contact Us

• Email: team@edgespray.com
• Hours: Monday–Friday, 9 AM–5 PM EST