At STIHL Lifetime Shop, we stand behind our professional-grade outdoor power equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for qualifying products.

Return & Exchange Eligibility

To be eligible for a return or exchange:

  • Item must be in new, unused condition with original packaging
  • Return must be initiated within 15 days of receiving your order
  • Proof of purchase is required

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned or exchanged:

  • Chainsaw bars and chains (due to sharpening and safety concerns)
  • Opened packages of V-belts (as they are considered used once opened)

Return Process

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return Request” and include your order number.
  2. Receive Authorization: We’ll respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
  3. Package Your Item: Securely pack the item in its original packaging with all included accessories and documentation.
  4. Ship Your Return: Ship the package to our warehouse at:
    STIHL Lifetime Shop Returns
    5740 North 59th Avenue
    Glendale, US 85301
    Include the RMA number clearly on the outside of the package.
  5. Processing: Once received, we’ll inspect the item and process your return within 3-5 business days.

Exchange Process

Follow the same steps as the return process, but indicate in your email that you’d like an exchange and specify the replacement item.

Refund Information

Refunds will be issued to your original payment method within 5-7 business days after we receive and inspect your return. Shipping fees are non-refundable unless the return is due to our error.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear STIHL Lifetime Shop Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Product Details:
Product Name: [Product Name]
Quantity: [Quantity]
Reason for Return: [Reason – e.g., Wrong Item, Defective, Change of Mind]

For exchanges, please send:
Replacement Product: [Product Name]

Please provide return instructions and RMA number at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund at no additional cost to you.

Questions?

Our customer service team is happy to assist with any questions about our returns and exchanges policy. Contact us at [email protected] or call us during business hours.