Return Policy

We perform rigorous QA on every product we sell to ensure a high quality product. In the rare event you find it necessary to return a product to The Playing Mantis, here are the guidelines.

Defective Merchandise

The Playing Mantis defines defective merchandise as items which are: damaged, incomplete, or otherwise unusable for their intended purposes upon receipt by the customer or rendered "unexpectedly" unusable through standard use. Keep in mind that expendable portions of props such as wicking, grip, etc. are expected to break down and require replacement over the normal lifespan of the prop with normal use. All goods without a specific warranty listed on their product pages have a 90-day warranty period from the date of purchase (for products purchased in person or as “pick-up) orders, or 90-days from initial shipping. Defective merchandise is handled on a case-by-case basis, but here are some guidelines for reporting and returning defective merchandise:

  • Do not use defective merchandise. Report it to us immediately.

  • If the merchandise is unused, a replacement will be issued at no cost to the customer. Return shipping will also be arranged for the defective item so that we can better understand what caused the defect and prevent its reoccurance.

  • If the merchandise is used, The Playing Mantis must inspect the merchandise to determine the cause of the failure or defect. We will repair or replace the product, as appropriate. Return shipping is the responsibility of the customer initially, once we determine that the failure is due to a defect in the product the customer will be reimbursed for shipping costs when their repaired or replacement product ships.

Shipping Errors

While shipping errors are rare, they can happen. If you have received an incorrect product (e.g., a product substitution), please contact us immediately. The Playing Mantis will not accept returns of used merchandise, but will credit the customer for the difference in retail price. For unused merchandise, The Playing Mantis will arrange for return shipping of the incorrect item and immediately ship the correct item at no cost to the customer.

General Returns

General returns and exchanges can be performed for resalable items within 30 days of the date of purchase or shipping, whichever is later. A 15% restocking fee applies for most merchandise. A 25% restocking fee applies to any special orders. A 50% restocking fee applies to any cut-to-length item such as chain, rope, tape, etc. The customer must pay all shipping charges on general returns.

If you are unsatisfied with the quality of merchandise you have purchased from us, contact us promptly. We will do our best to see your experience with us through to a satisfactory conclusion.

Custom Orders

Custom orders, unless otherwise specified, are exempt from the defective merchandise section listed above and have their own special requirements for returns and/or exchanges. Please see our Custom Order FAQ for more details on this process.