Shipping, Returns & Payment Policy
This policy governs all purchases made through performancefooting.com and by phone through Performance Footing® customer service. By placing an order, you agree to the terms outlined below. Please read this policy carefully before purchasing.
1. Payment
1.1 Accepted Payment Methods
Performance Footing accepts Visa, Mastercard, American Express, Discover, bank wire transfer, and ACH (electronic bank transfer).
1.2 Save 3% With Wire or ACH Payment
Customers who pay by bank wire or ACH transfer receive a 3% discount on their order total. This discount is our way of passing along the savings from reduced payment processing costs. The discount is applied automatically for wire and ACH transactions or upon request when arranging payment with our team.
For wire or ACH payment arrangements, contact us at 877-835-0878 or sales@performancefooting.com.
2. Shipping
2.1 Processing Time
All orders are processed and prepared for shipment within 5–7 business days. Orders are not shipped or delivered on weekends or holidays. If an item is out of stock or backordered, we will notify you within the processing window and provide an estimated availability date.
During periods of high order volume, processing may extend beyond the standard window. If a significant delay will occur, we will contact you by email or telephone.
2.2 Shipping Methods and Transit Times
Most Performance Footing products ship via freight carrier due to size and weight. Freight delivery requires more transit time than standard parcel services. Typical transit is 5–14 business days after shipment, depending on destination and carrier availability.
Shipping charges are calculated based on product weight, dimensions, and destination. Freight quotes are provided at checkout or upon request by contacting our logistics team.
2.3 Freight Delivery and Receiving
Your freight carrier will call to schedule a delivery appointment. Please provide a working telephone number at checkout.
You or an authorized representative must be available to meet the truck, inspect the shipment for visible damage, and sign to accept delivery. If the shipment is not received within 72 hours of the carrier's delivery notification, the freight may be returned to our facility or the carrier may assess storage charges. Return freight and storage fees incurred due to missed delivery are the customer's responsibility.
Before signing the delivery receipt: Inspect all packaging carefully. If any cartons, pallets, or wrapping show visible damage, note the specific damage on the carrier's delivery receipt before signing. Photograph the damage immediately. This documentation is required to file a freight damage claim.
2.4 Shipment Confirmation and Tracking
You will receive a shipment confirmation email when your order ships, including tracking number(s). Tracking becomes active within 24 hours.
2.5 Shipping Destinations
Performance Footing ships to physical addresses within the contiguous United States. We are unable to ship to P.O. boxes or APO/FPO addresses. Contact us for shipping arrangements to Alaska, Hawaii, or other non-contiguous locations.
2.6 International Shipping
International shipping rates are quoted individually. After your order is placed, a representative will contact you with shipping costs and allow you to confirm or cancel before shipment. Shipping charges generated in our online cart are for the contiguous United States only.
Performance Footing is not responsible for customs duties, import taxes, tariffs, or brokerage fees imposed by the destination country. All fees imposed during or after shipping are the customer's responsibility.
3. Damages and Missing Items
3.1 Damaged Shipments
Performance Footing is not liable for products damaged or lost during transit. The freight carrier assumes liability under their shipping terms.
If your order arrives damaged: note the damage on the carrier's delivery receipt before signing, photograph all damage to packaging and products, save all packaging materials and damaged goods, and contact the freight carrier directly to file a damage claim. Do not discard damaged materials or packaging until the carrier's claim process is complete.
If you need assistance navigating a freight damage claim, contact us and we will help you work with the carrier.
3.2 Missing or Incorrect Items
If items are missing or you received the wrong product, contact us within 7 days of delivery at 877-835-0878 or sales@performancefooting.com. We will verify the discrepancy and arrange correction at no additional cost.
4. Returns and Refunds
Ready to start a return?
Submit an RMA request and we'll respond within 1 business day.
4.1 Return Window
Performance Footing accepts returns of eligible products within 30 days of the delivery date, subject to the conditions below.
4.2 How to Initiate a Return
Use the Request an RMA button above, or contact us at 877-835-0878 or sales@performancefooting.com to request a Return Merchandise Authorization (RMA) number before shipping any return. Returns sent without an RMA number will not be accepted.
4.3 Return Conditions
All returned products must be in original, unopened, unused condition with all original packaging, tags, labels, and documentation included. Products that have been opened, unsealed, installed, applied, mixed, partially used, or show any evidence of use are not eligible for return. Products must be returned in the same condition in which they were received. If a returned product arrives damaged, incomplete, or in used condition, the return will be declined and the product shipped back to the customer at the customer's expense.
4.4 Non-Returnable Products
The following products are final sale and cannot be returned, exchanged, or refunded:
- All footing additives — FIBR, FLEX, LOCK, FoamFooting™, Levitare, ArenaSpec™, and any other footing blends or concentrates. Due to the nature of these products and the inability to verify condition or contamination after delivery, all footing additive sales are final.
- Opened or used products — Any product that has been unsealed, removed from original packaging, installed, or used in any way.
- Custom or special-order items — Products manufactured, blended, cut, or configured to customer specifications. Any custom order product cannot be returned. This includes custom-sized BaseCore HD, custom stall doors, custom barn rubber products, custom fencing, and custom equipment.
- Sand Analysis Kits — Non-refundable once shipped, as the kit includes prepaid return shipping materials and ArenaSpec™ platform access provisioned at time of shipment.
- Services — Arena construction, consultation, site assessment, and sand analysis lab services are non-refundable once work has commenced.
4.5 Restocking Fee
All approved returns are subject to a 5% restocking fee, deducted from the product refund amount. This fee covers inspection, repackaging, and inventory processing costs associated with the return.
4.6 Return Shipping
The customer is responsible for all return shipping costs. Returns must be shipped prepaid to the address provided with your RMA confirmation. We do not accept collect, COD, or freight-collect return shipments.
We strongly recommend using a trackable, insured shipping method. Performance Footing is not responsible for return shipments that are lost or damaged in transit.
4.7 Refused Deliveries
If a customer refuses a non-damaged shipment at the point of delivery, the customer is responsible for all return freight charges incurred by the carrier, and the 5% restocking fee applies. Refunds for refused deliveries will be issued minus return freight costs and the restocking fee.
4.8 Refund Processing
Once we receive and inspect your return, we will notify you by email of approval or rejection within 5 business days of receipt. Approved refunds are processed within 7–10 business days of approval.
Refunds are issued to the original payment method, minus the 5% restocking fee and the original outbound shipping charges. Shipping costs are non-refundable.
Your bank or credit card issuer may take an additional 5–10 business days to post the refund to your account after we process it.
If applicable, sales tax will be refunded in accordance with the laws of your state. In states that require a full sales tax refund on eligible returns, the sales tax refund will not be reduced by the restocking fee.
4.9 Exchanges
We do not offer direct exchanges. To obtain a different product, return the original item under this policy and place a new order.
4.10 Cancellations
Orders may be cancelled without charge if the cancellation request is received before the order has been processed for shipment. Once an order has been packed, labeled, or transferred to the freight carrier, it cannot be cancelled and will follow the standard return process, including the restocking fee and return shipping at the customer's expense.
To cancel, contact us immediately at 877-835-0878 or sales@performancefooting.com with your order number.
5. Product Warranty
5.1 SprinklAir
The SprinklAir system is warranted against defects in materials and workmanship for 90 days from the date of delivery. Warranty claims must include photographs of the defect and proof of purchase. This warranty does not cover damage from improper installation, misuse, normal wear, or failure to follow operating instructions.
5.2 Arena Groomers
Arena groomers sold by Performance Footing are manufactured by Conterra Industries and carry the manufacturer's 1-year warranty against defects in materials and workmanship. Warranty claims are processed through Conterra Industries. Contact Performance Footing at 877-835-0878 and we will assist you in coordinating your claim with the manufacturer.
5.3 All Other Products
PF Rubber Pavers, PF Stall Mattresses, PF Rubber BaseMats, and all other facility products are sold without an express warranty. These products are commercial-grade and built for long-term use, but Performance Footing does not guarantee a specific lifespan or warrant against normal wear.
Nothing in this policy limits or excludes any implied warranties provided by law, including the implied warranty of merchantability. If you receive a product that is defective or not as described, contact us within 30 days of delivery and we will work with you to resolve the issue.
5.4 Footing Additives
Footing additives (FIBR, FLEX, LOCK, and all other formulations) are sold without express warranty. Arena surface performance depends on variables outside our control including sand quality, base construction, drainage, maintenance, climate, and installation methods. Our sand analysis and ArenaSpec recommendations are designed to optimize results but a performance guarantee is not implied or extended.
5.5 How to File a Warranty Claim
For SprinklAir or arena groomer warranty issues, contact us at 877-835-0878 or sales@performancefooting.com with your order number, photographs of the defect, and a description of the issue. For groomer claims, we will coordinate with Conterra Industries on your behalf. For all other products received in defective condition, contact us within 30 days of delivery.
6. Limitation of Liability
Performance Footing provides accurate product descriptions, specifications, and recommendations to the best of our ability. Actual results may vary based on sand conditions, base construction, climate, maintenance equipment, and installation methods.
Performance Footing is not liable for incidental, consequential, or indirect damages arising from the use of our products or services. Our total liability for any claim shall not exceed the purchase price paid by the customer for the specific product or service at issue.
This limitation applies to the fullest extent permitted by applicable law. Nothing in this policy limits or excludes liability that cannot be limited or excluded under applicable law, including liability for defective products under applicable state implied warranty statutes.
7. State-Specific Notices
California residents: Under California Civil Code §1723, this return policy — including the restocking fee, non-returnable product categories, and all return conditions — is disclosed to you prior to purchase as required by California law. Defective products may be returned regardless of this policy.
New York residents: Under New York General Business Law §218-A, this return policy — including all fees, conditions, and refund methods — is disclosed to you prior to purchase as required by New York law. You are entitled to a written copy of this policy upon request.
Massachusetts residents: Under Massachusetts consumer protection law, defective merchandise must be accepted for return regardless of any stated policy, with the option of repair, replacement, or refund at the customer's choice. Store credits issued by Performance Footing are valid for a minimum of 7 years from the date of issuance. All implied warranties under Massachusetts law apply to products sold to Massachusetts residents.
8. Questions About Your Order?
Contact us at 877-835-0878 or sales@performancefooting.com for help with shipping quotes, delivery timelines, returns, or payment arrangements.