Refund policy
Our order guarantee
This is separate from the warranty, and it has no conditions.
If we send you the wrong thing, or your set doesn't match what you chose in the builder — wrong colour, wrong material, wrong pieces — we rebuild it and ship the replacement free of charge. You keep the original. There is nothing to send back and nothing to pay.
Email orders@rivercitystrings.ca with your order number and a photo. We don't need you to prove anything; a picture is enough to get parts moving.
Custom sets are built to order
Every string and cable set we sell is cut, served and prestretched for one bow, in the colours you chose. Nothing is picked off a shelf. That means a completed custom set can't be returned for a refund because you changed your mind — there is no way to put it back on the spool, and no second customer for a set built to your specification.
We would rather you never hit that wall, so there are three checks before it can happen:
- We verify your bow before we cut. The year, make and model you entered ride on the order, and the builder checks them against the set you selected. If the piece count looks wrong for your bow, we contact you instead of building it.
- You can cancel or change anything, free, until we start. See below.
- Ask us first. If you're not certain what your bow takes, email orders@rivercitystrings.ca before ordering. It costs us two minutes and it costs you nothing.
If a set is wrong because we got it wrong, that is the guarantee at the top of this page, not this section.
Cancellations and changes
Orders can be changed or cancelled at no cost until we start building, and that is usually a generous window — sets are built in the order they arrive. After we start, the string exists and is cut to your bow, so we can't put it back on the spool.
Tell us anyway. Email orders@rivercitystrings.ca with your order number. We'd rather sort it out than have you stuck with something you don't want, and if we haven't touched it yet you'll get a full refund to your original payment method.
Accessories and stock items
D‑loop rope and peep sights are ordinary stock items, not custom work, and they come back under ordinary terms: 30 days, unused and in original packaging, for a full refund of the item price. Return shipping is yours unless the item was faulty or we sent the wrong one.
Peeps ship loose and are not installed on mail order, so an unopened peep is straightforwardly returnable. One that's been served into a string isn't.
Build faults are a warranty matter, not a return
Peep rotation, creep, colour match and serving separation are covered for six months and are handled as claims rather than returns — approved claims get a free replacement with nothing to send back, which is faster and cheaper for you than a refund. The warranty terms are here.
Send claims to warranty@rivercitystrings.ca with your order number and a photo or short video.
Before you buy a string you may not need
A worn centre serving is not a worn‑out string. We re‑serve centres at the counter in Campbell River and Kamloops for $45, on any brand of string. If you're not sure whether what you're seeing is wear or a fault, send us a photo before you order. We would rather tell you your string is fine than sell you one you didn't need.
Refunds
Approved refunds go back to the original payment method. Once we issue one, how quickly it appears is down to your bank or card issuer — usually a few business days, occasionally up to ten.
Original shipping charges are refunded when the fault was ours. They aren't when the order is cancelled after dispatch for other reasons.
Questions
orders@rivercitystrings.ca — a real person reads it, usually the same day. Or come in: both stores have counters and addresses are here.