Refunds & Returns

We want you to be happy with what you buy. Here's how refunds and returns work. To start any of them, email thebackpickup@gmail.com with your order number and a short description of the problem.

Digital products (presets and captures)

All digital sales are final, because a downloaded file can't be returned. But if something is wrong, we will make it right:

• If a file is broken, missing, or never arrived, we'll fix it or refund your purchase.
• If you chose the wrong platform (TONEX or Quad Cortex), get in touch and we'll do our best to help.
• If you haven't received your Quad Cortex order after 3 business days, email us and we'll sort it out.

Physical products (RoosterClaw thumb picks)

Our picks are made to order, so we can't accept returns for change of mind.

• Damaged or defective: if your order arrives damaged or isn't made right, email us within 30 days of delivery with a photo, and we'll replace it or refund you.
• Personalized items are final. Laser-etched items are made specifically for you, so they can't be returned or refunded unless they're defective or damaged. Please check the two characters you enter at checkout.
• Re-Pick Service: the service is final once we've attached your new pick, unless there's a problem with our work. Re-bending a band can wear its contour over time (kinks, notches, and similar changes). We'll do our best to return it to its original shape, as explained in the Re-Pick Service section of our Shipping page.
• Pre-orders: if you need to cancel a pre-order, email us before it ships and we'll cancel it and refund you in full.

How refunds are paid

Approved refunds go back to your original payment method. They typically appear within 5-10 business days, depending on your bank.

Questions

Email thebackpickup@gmail.com.