Return Policy

How can I make a change to my order? 

If you made a mistake on your order or would just like to change something, please email us right away at customerservice@pinpointmerch.com. If your order has not yet been shipped, we may be able to make the change for you. Please include The Ergatta order number, the name the order was placed under, the email address used for the order, and what you would like changed. We will respond right away to confirm whether the change is possible.

Why didn’t I receive a confirmation email? 

Some email providers mark our confirmation emails as spam or block them completely. You can check your spam folder to see if the email arrived there. If you are not able to find it there, you can email us at customerservice@pinpointmerch.com and we can confirm that the order was placed.

What if I received the wrong or defective product(s)?

If you received the wrong product(s) or the product(s) received are defective, please contact us at customerservice@pinpointmerch.com with your order number and a specific explanation of the issue. We will jump right on it and take care of everything for you! Please do NOT ship your order back without contacting customerservice@pinpointmerch.com and providing the return information we’ll give to you. 

What if I want to return product(s)?

For orders placed directly through the apparel store, please email customerservice@pinpointmerch.com. If you purchased your accessories as a bundle with your rower, please reach out to support@ergatta.com.

For apparel, if you plan to return your item, do NOT remove the hang tag from the garment. To receive return instructions for your order, please email customerservice@pinpointmerch.com with your order number. As long as the order was delivered within 30 days and tags are still on we will provide a return label via email. The return must be received within 2 weeks of sending the label. Once the product(s) are received we will process a refund less shipping costs.

For rower gloves, mat, and seat cushions, items must be in original packaging to be eligible for a refund. Any open or used accessories may not be returned or exchanged. 

Power cables are final sale.

For RowStraps and Hi-Rise Kits, returned orders must be received in their original condition to be eligible for a refund. If the Ergatta is returned with damaged or missing parts, Ergatta reserves the right to charge additional restocking fees or refuse a refund.

How do I exchange an item I purchased?

Unfortunately we do not do exchanges at this time.  You will need to send back for refund (see Return instructions) and place a new order.

Returns and Exchanges for International Orders

All SALES ARE FINAL for orders shipped outside the US and may not be returned or exchanged.

Clearance Items

All SALES ARE FINAL for clearance items and they may not be returned. No price adjustments will be given on prior sales or sales that begin after your order was placed.