Frequently Asked Questions
Welcome to Mountaineering Store’s FAQ page! We’re here to answer all your questions about our adventure gear, shipping policies, and more. Below you’ll find information organized by topic to help you prepare for your next outdoor expedition.
About Our Store
Q: What kind of products does Mountaineering Store specialize in?
A: We specialize in high-quality outdoor and camping equipment including camp kitchens, camping essentials, sleeping bags, stoves & grills, and tents & shelters. Our products are designed for everyone from weekend campers to serious mountaineers.
Q: What’s your company’s philosophy?
A: At Mountaineering Store, we believe that waiting for gear shouldn’t be the hardest part of your adventure. We’re committed to getting quality equipment to outdoor enthusiasts as efficiently as possible, with a satisfaction guarantee on every product.
Product Questions
Q: How do I choose the right tent for my needs?
A: Consider these factors: number of people, seasonality (3-season vs 4-season), weight (important for backpacking), and setup ease. Our Tents & Shelters collection has filters to help you narrow down options.
Q: Are your sleeping bags suitable for extreme cold weather?
A: We carry a range of sleeping bags with different temperature ratings. Look for the “extreme cold weather” category in our Sleeping Bags section, or contact our support team for personalized recommendations.
Q: Do you test your products before selling them?
A: Absolutely! We test all our gear in real outdoor conditions to ensure quality and durability. Many of our staff are avid adventurers who personally use the equipment we sell.
Ordering & Account
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure online payments.
Q: Can I change or cancel my order after placing it?
A: You can request changes or cancellation within 1 hour of placing your order by emailing [email protected]. After that point, we process orders quickly to get your gear to you fast, so changes may not be possible.
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account lets you track orders, save your shipping information, and view order history.
Shipping & Delivery
Q: Where do you ship to?
A: We ship worldwide from our Omaha headquarters, except to some Asian countries and remote regions. Contact us if you’re unsure about delivery to your location.
Q: What are my shipping options?
A: We offer two options:
Standard Shipping ($12.95): Via DHL or FedEx, delivered in 10-15 days after 1-2 day processing.
Free Shipping: For orders over $50 via EMS, delivered in 15-25 days after 1-2 day processing.
Standard Shipping ($12.95): Via DHL or FedEx, delivered in 10-15 days after 1-2 day processing.
Free Shipping: For orders over $50 via EMS, delivered in 15-25 days after 1-2 day processing.
Q: How long does order processing take?
A: All orders take 1-2 business days to process as we carefully pack each item with the same care we’d use for our own gear.
Q: Will I have to pay customs fees?
A: International orders may require customs clearance, and any additional fees are the customer’s responsibility. These vary by country and we unfortunately can’t predict or control them.
Returns & Warranty
Q: What’s your return policy?
A: If any item doesn’t meet your expectations, you have 15 days from delivery to initiate a return. Items must be unused and in original packaging. Contact [email protected] to start the process.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
Q: How long do refunds take?
A: Once we receive your return, refunds are processed within 5 business days and may take additional time to appear in your account depending on your payment method.
Contact & Support
Q: How can I contact customer service?
A: Our adventure-loving support team is available at [email protected]. We typically respond within 24 hours.
Q: What are your business hours?
A: Our team is available Monday-Friday, 9am-5pm Central Time. Emails received outside these hours will be answered the next business day.
Q: Where is your physical location?
A: Our headquarters is at 1009 Bungalow Road, Omaha, US 68114. This is our warehouse and office, not a retail store open to the public.
Didn’t find the answer you were looking for? Our adventure-ready support team is always happy to help at [email protected]. Now that your questions are answered, why not explore our collections and start planning your next adventure?