At Stihl Supplies Store, we deliver professional-grade outdoor power equipment and landscaping solutions to a global community of experts. Just as our STIHL chainsaws, Cub Cadet accessories, and commercial-grade tools are engineered for peak performance and reliability, our shipping and returns processes are designed for clarity, efficiency, and your total satisfaction. Whether you’re a professional landscaper, a dedicated DIY enthusiast, or a performance-focused homeowner, we ensure your tools arrive ready for the job and stand behind your purchase.
1. Shipping Information
We ship globally (excluding Asia and certain remote regions). All orders are processed and verified with care at our Nashville facility.
Order Processing & Delivery Timelines
| Service Type | Processing Time | Carrier & Delivery Time | Cost | Best For |
|---|---|---|---|---|
| Standard Shipping | 1-2 business days | DHL or FedEx – 10-15 business days after shipment | $12.95 (flat rate) | Faster delivery for essential tools and equipment. |
| Free Economy Shipping | 1-2 business days | EMS – 15-25 business days after shipment | FREE on orders over $50 | Cost-effective delivery for non-urgent, larger orders. |
Note: Delivery times are estimates and may vary due to customs, weather, or carrier delays. You will receive a tracking number via email once your order ships. International customers are responsible for any applicable customs duties, taxes, or import fees.
2. Returns & Exchanges Policy
We stand behind our products. If your purchase doesn’t meet your expectations, our straightforward policy ensures a fair resolution that respects your time and investment.
Eligibility Criteria
- Timeframe: Return or exchange requests 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 customer’s responsibility, 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 cannot be returned or exchanged unless they arrive defective or damaged:
- Complete Engines – Due to complexity and registration requirements.
- 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 (e.g., from Cub Cadet Challenger Accessories).
- Any product that has been installed, used, or altered from its original state.
This policy aligns with industry standards for outdoor power equipment and garden supplies retail.
Step-by-Step Return/Exchange Process
- Initiate Your Request
Contact our customer service team within 15 days of delivery at [email protected] with the subject line “Return/Exchange Request” to obtain a Return Merchandise Authorization (RMA) number. No returns are accepted without an RMA. - Prepare Your Item
Securely repackage the item in its original packaging with all parts, manuals, and accessories. Include a copy of your packing slip inside the box. Clearly write the RMA number on the outside of the box. - Ship Your Return
Ship the package to our facility using a trackable and insured carrier. Retain your shipping receipt.
Return Address:
Stihl Supplies Store – Returns
5170 Hickory Hollow Parkway
Nashville, TN 37013, USA - Inspection & Processing
Our team will inspect the returned item within 3-5 business days of receipt. You will be notified via email about the status.
Refund & Exchange Details
| Transaction Type | Processing Time | Method | Notes |
|---|---|---|---|
| Refunds | 5-10 business days after inspection approval | Original payment method (Visa, MasterCard, JCB, PayPal) | 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 or 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, typically taking an additional 3-5 business days to appear on your statement.
Defective or Damaged Items
If you receive a defective or damaged item (including precision equipment like Generators, Gas-Powered Pumps, or Grinders):
- Do not install or use the product.
- Contact us within 48 hours of delivery at [email protected] with photos/video evidence.
- We will arrange a prepaid return label and expedite a replacement at no cost to you.
International Returns
- You are responsible for any customs duties, taxes, or fees associated with the return shipment.
- Refunds are 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 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: Always include your order number in your correspondence.
Delivering professional-grade solutions and trust to a global community of outdoor experts.
Stihl Supplies Store – Your Partner in Performance.