Returns & Refund
Policy
At NYC Keepers, your satisfaction is our priority. This policy explains how returns, refunds, exchanges, and warranty claims work — clearly and without fine print. We are committed to making every interaction with us straightforward and fair.
Returns
Return Window
You may return unused products within 30 calendar days of receiving your order. Requests submitted after this period will not be eligible for return.
Return Conditions
To be eligible for a return, the item must meet all of the following:
- Unused and in its original, unaltered condition
- In its original packaging with all tags, accessories, and documentation included
- No visible signs of use, dirt, field contact, or latex wear
Non-Eligible Items
- Customized products — gloves personalized with a name, number, or custom design are final sale and cannot be returned
- Used gloves — any item that shows evidence of field use, latex wear, or contact with a ball
- Outlet / final sale items — unless a manufacturing defect is present
How to Start a Return
- Email info@ny-keepers.com with your order number and the reason for the return
- Attach photos of the item and its packaging
- Our team will respond within 1–2 business days with return instructions
- Ship the item back using the instructions provided — do not ship without prior authorization
Refunds
Refund Processing
Once we receive and inspect your returned item, we will notify you of approval or rejection within 2 business days. If approved, your refund will be processed within 7–10 business days and issued to your original payment method.
Please note that depending on your bank or card issuer, it may take additional time for the credit to appear on your statement.
Refund Options
When your return is approved, you may choose between:
- Full refund to your original payment method (credit card, PayPal, etc.)
- Store credit for the full purchase amount, valid on any future NYK order — with no expiration date
Shipping Costs
Original shipping charges are non-refundable unless the return is due to a manufacturing defect or an error on our part. Return shipping costs are the responsibility of the customer, except in cases covered under Sections 4 and 5 of this policy.
No Restocking Fee
NYC Keepers does not charge any restocking or handling fees on eligible returns.
Exchanges
Exchange Window
Exchanges for a different size or model are accepted within 30 calendar days of receiving your order, subject to stock availability.
Exchange Conditions
- The item must be in perfect, unused condition with original packaging
- Exchanges are subject to availability of the requested size or model
- If the exchanged item has a different price, the difference will be charged or refunded accordingly
How to Request an Exchange
- Email info@ny-keepers.com with your order number, item to exchange, and the size or model you want
- We will confirm availability and send exchange instructions
- Ship the original item back following our instructions
- Your new item will be shipped once we receive and inspect the return
Warranty
Manufacturing Defect Coverage
All NYC Keepers products are covered for 30 days from the date of purchase against manufacturing defects, including:
- Stitching failures not caused by use
- Velcro strap defects
- Latex adhesion failures present before first use
- Structural defects in the cut or backhand
Latex Wear & Tear — Not Covered
Latex deterioration, grip loss, discoloration, or tearing that occurs after use is not covered under this warranty. This includes:
- Grip loss after field use on natural or synthetic turf
- Latex tearing caused by friction with the ball, ground, or posts
- Discoloration from sweat, dirt, or exposure to elements
How to File a Warranty Claim
- Email info@ny-keepers.com within 30 days of purchase
- Include your order number, a description of the defect, and clear photos showing the issue
- Our team will evaluate the claim within 2–3 business days
- If approved, we will replace the product or issue a full refund at no cost to you, including return shipping
Damaged or Lost in Shipping
Our Commitment
If your order arrives damaged due to shipping, or is confirmed lost by the carrier, NYC Keepers will replace or refund your order immediately — at no cost to you. We absorb the loss and handle the carrier claim on your behalf. You should never have to wait for a carrier dispute to be resolved before receiving your product.
How to Report Shipping Damage
- Report the damage within 48 hours of delivery
- Email info@ny-keepers.com with your order number and photos of the damaged packaging and product
- We will process your replacement or refund within 1–2 business days
Shipping Delays
In accordance with the FTC Mail, Internet, or Telephone Order Merchandise Rule, NYC Keepers is committed to shipping orders within the timeframe communicated at the time of purchase. If we are unable to meet the promised shipping date:
- We will notify you promptly via email with a revised estimated shipping date
- You will have the option to consent to the delay and wait for your order
- Or you may cancel your order and receive a full refund without any penalty
If no shipping timeframe was specified at checkout, the default window under federal law is 30 days. We aim to ship all orders within 1–3 business days.
Chargebacks & Disputes
We encourage customers to contact us directly at info@ny-keepers.com before initiating a chargeback with their bank or card issuer. In most cases, we can resolve the issue faster than the chargeback process — typically within 1–2 business days.
Initiating a chargeback without first contacting NYC Keepers may result in:
- Delay in resolution compared to our direct process
- Suspension of your account pending investigation
- Ineligibility for future store credit or exchange options
This policy does not limit your rights under applicable consumer protection laws or credit card issuer policies.
Contact Us
For any questions about this policy or to initiate a return, exchange, or warranty claim:
