At Stihl Supplies Store, we stand behind our professional-grade equipment with the same commitment to excellence that defines the products we carry. Just as our STIHL chainsaws, Cub Cadet accessories, and commercial-grade tools are built for reliability, our Returns & Exchanges process is designed for clarity, fairness, and your complete satisfaction.

We understand that getting the right tool for the job is crucial—whether you’re a professional landscaper, a dedicated DIY enthusiast, or a performance-focused homeowner. If your purchase doesn’t meet your expectations, our straightforward policy ensures a resolution that respects your time and investment.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

  • Timeframe: Request must be initiated within 15 days of receiving your shipment.
  • Condition: Item must be unused, in its original packaging, and in resalable condition with all original tags, manuals, and accessories included.
  • Proof of Purchase: A valid order number or receipt is required.
  • Shipping: Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

⚠️ Non-Returnable Items

For safety, hygiene, and legal reasons, the following product categories from our menu cannot be returned or exchanged unless they arrive defective or damaged:

  • Complete Engines: Due to the complexity and registration requirements.
  • Chainsaws & Chainsaws & Accessories: Once gas or oil has been introduced to the system.
  • Fertilizer & Potting Soil: Opened or used agricultural/chemical products.
  • Blades & Cutting Tools: If the protective packaging has been removed or compromised.
  • Personalized or Special Order Items from categories like Cub Cadet Challenger Accessories.
  • Any product that has been installed, used, or altered from its original state.

Note: This list is based on industry standards for outdoor power equipment and garden supplies retail.

2. Step-by-Step Return/Exchange Process

Step 1: Initiate Your Request

Contact our customer service team within 15 days of delivery to request a Return Merchandise Authorization (RMA) number. No returns will be accepted without an RMA number.

Preferred Method: Email us at [email protected] with the subject line “Return/Exchange Request”.

Step 2: Prepare Your Item

  • Securely repackage the item in its original packaging with all included parts, manuals, and accessories.
  • Include a copy of your packing slip or order confirmation inside the box.
  • Write the RMA number clearly on the outside of the box (below the shipping label).

Step 3: Ship Your Return

Ship the package to our Nashville, TN facility using a trackable and insured carrier. We recommend retaining your shipping receipt until the process is complete.

Return Address:
Stihl Supplies Store – Returns
5170 Hickory Hollow Parkway
Nashville, TN 37013, USA

Step 4: Inspection & Processing

Once received, our team will inspect the item within 3-5 business days. You will be notified via email about the status of your return.

3. Refund & Exchange Details

Transaction Type Processing Time Method Notes
Refunds 5-10 business days after inspection approval Original payment method Shipping charges are non-refundable unless due to our error.
Exchanges New item shipped within 3 business days after inspection Same or different product of equal value Price differences will be charged/refunded accordingly.
Store Credit 1-2 business days after inspection approval Email gift card code No expiration date; usable for any product category.

Important: Refunds to credit cards or PayPal depend on your financial institution’s processing times, which typically take an additional 3-5 business days to appear on your statement.

4. Defective or Damaged Items

If you receive a defective or damaged item (including products from precision categories like Generators, Gas-Powered Pumps, or Grinders):

  1. Do not install or use the product.
  2. Contact us within 48 hours of delivery at [email protected] with photos/video of the damage or defect.
  3. We will arrange a prepaid return label and expedite a replacement at no cost to you.

5. Return/Exchange Request Template

Use the template below when emailing us to ensure we have all necessary information for prompt service:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Stihl Supplies Store Team, I would like to request a [Return/Exchange] for my recent purchase. Order Number: [Your Order Number] Purchase Date: [Date] Product(s) for Return/Exchange: – [Product Name, e.g., “STIHL Professional Blower”] – [SKU if available] Reason for Request: [Please specify: Defective/Damaged/Wrong Item Received/Change of Mind/Other] Preferred Resolution: [Refund to Original Payment / Exchange for [Product Name] / Store Credit] I confirm that the item(s) are unused, in original packaging, and include all accessories. Please provide the RMA number and any further instructions. Sincerely, [Your Full Name] [Your Phone Number]

6. International Returns

As we serve a global community (excluding Asia and certain remote regions), please note:

  • You are responsible for any customs duties, taxes, or fees associated with the return shipment.
  • Refunds will be issued in US Dollars. Currency conversion differences may apply.
  • Processing times may be extended by 3-5 business days for international returns.

Need Assistance?

Our dedicated team is here to help you resolve any issues with the same professionalism you expect from our equipment.

Email: [email protected]
Response Time: Within 24-48 hours during business days (Monday-Friday, 8AM-5PM CST).

For faster service, please include your order number in all correspondence.

Contact Our Support Team

Delivering professional-grade solutions and trust to a global community of outdoor experts.
Stihl Supplies Store – Your Partner in Performance