Refund policy
Returns, Exchanges, and Cancellations
Start a Return
To request a return online, visit our Returns page and select Start Return. Sign in using the email address associated with your order, open Orders, select the order, and follow the prompts to request a return.
Return requests are subject to the eligibility requirements below. Please wait for approval and return instructions before shipping your items. For exchanges, defective or incorrect items, or help submitting a return, contact service@betweenthelinesaz.com or call 480-656-9959.
Order Cancellations
You may cancel your order within one hour after placing it. Submit your cancellation request through your customer account, or contact us at service@betweenthelinesaz.com or 480-656-9959 within that window.
After the one-hour cancellation window closes, cancellation is not guaranteed. Please contact us as soon as possible for assistance. If the order cannot be canceled, eligible products may be returned under the policy below.
Return Eligibility
Eligible products purchased at BetweenTheLinesAZ.com or our Scottsdale store may be returned or exchanged within 60 days of purchase. Products must be new, unused, and in their original condition and packaging.
Proof of purchase from Between The Lines is required. If you provided your customer information at checkout, we can typically locate your purchase record. Otherwise, please provide your receipt.
A bat is considered used once its wrapper is removed. A glove is considered used once its tags are removed. Please confirm your bat’s weight and size and your glove’s size and fit before removing wrappers or tags. Used bats and gloves cannot be returned or exchanged.
Closeout and Final Sale Products
All products in our Closeout Collection, products marked down in price, and products displaying a “Final Sale” banner are final sale. These products cannot be returned, refunded, or exchanged unless they arrive defective or incorrect.
Using a discount code does not, by itself, make a product final sale. Otherwise eligible products purchased with a discount code remain subject to our standard return and exchange policy.
Special Orders, Custom Products, and Non-Stocked Equipment
Special orders, custom products, and non-stocked equipment ordered specifically for a customer are not eligible for return or exchange unless defective or incorrect.
This includes special-order or non-stocked pitching mounds, pitching machines, nets, and field equipment. Please contact us if an item arrives defective or incorrect so we can arrange the appropriate resolution.
Return Shipping Fees
For eligible returns for a refund, the following fees apply when BTL provides the return shipping label:
- Standard products: $8.50 per return shipment.
- All bags, baseballs and softballs, and catcher’s equipment: $16.50 per return shipment.
Catcher’s gloves and mitts are classified as gloves and use the $8.50 standard return shipping fee.
The fee is based on the products you return, not the contents of your original order. For example, if you purchase a catcher’s glove and a catcher’s set but return only the glove, the fee is $8.50.
If a return shipment contains any bag, ball, or item of catcher’s equipment other than a catcher’s glove or mitt, one $16.50 fee applies to that shipment, even when standard products are included in the same package. Fees are charged per shipment, not per item.
The applicable fee is deducted from your refund. If you purchase your own return postage, we do not deduct a return shipping fee. Eligible returns brought to our Scottsdale store also have no return shipping deduction.
Please package returns securely. If you arrange your own shipping, use a trackable service and insure your shipment. We are not responsible for returns lost or damaged in transit.
Exchanges, Defective Products, and Incorrect Products
BTL covers shipping for eligible exchanges and for defective or incorrect products. The $8.50 and $16.50 return shipping deductions do not apply to these cases.
Please contact us before sending products back so we can arrange shipping and the appropriate next steps. Exchanges remain subject to the eligibility and product-condition requirements above.
Original Shipping Charges
Original shipping charges paid at checkout are nonrefundable for standard returns and exchanges.
If your order shipped free, we do not deduct or recover our original outbound shipping costs.
If your entire order is returned because it arrived defective or incorrect, we also refund the original shipping charge.
Any applicable BTL return-label fee is separate from the original shipping charge.
Refund Processing
Please allow 24–48 hours after we receive your returned item for us to inspect it and issue your refund, provided it meets our return-policy requirements.
Once issued, a refund to your credit or debit card may take up to 10 business days to appear on your account, depending on your bank or card issuer. This bank-processing time is separate from BTL’s 24–48-hour return-processing period.
If your refund has not appeared after 10 business days, please contact your bank or card issuer. You may also contact us for assistance.
For purchases involving BTL Bucks, the rewards adjustments and refund allocation described in our Clubhouse Rewards terms apply.
Contact Us
To arrange a return, exchange, or cancellation, email service@betweenthelinesaz.com or call 480-656-9959. Please include your order number, the products involved, and the reason for your request.