Returns & Exchanges Policy

At Mountaineering Store, we stand behind our outdoor gear like we stand behind our campers – with complete support. If your purchase doesn’t meet your wilderness expectations, we’ll help make it right.

Our Return & Exchange Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In original, unused condition
  • In original packaging with all tags attached
  • Accompanied by proof of purchase

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Used camping stoves & grills (safety hazard)
  • Opened fuel canisters (flammable materials)
  • Personalized or custom-ordered gear

Note: Sleeping bags must be returned in their original compression sack with hygiene liner intact.

How to Initiate a Return or Exchange

Step 1: Contact Our Adventure Support Team

Email us at [email protected] within 15 days of receiving your order with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer a refund or exchange
Return Request Template: Subject: Return Request for Order #[Your Order Number] Dear Mountaineering Store Team, I would like to request a return/exchange for my recent order: Order Number: [Insert] Item(s) for Return: [Product Name, Size, Color] Reason for Return: [Please specify] I would prefer: [ ] Refund to original payment method [ ] Exchange for [Product Name/SKU] Please advise next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Your Return Authorization

Within 24 business hours, we’ll email you:

  • Return authorization number
  • Prepaid return shipping label (if applicable)
  • Instructions for packaging your return

Step 3: Ship Your Return

Package your item securely using the original packaging when possible. Include:

  • Completed return form (included in your original shipment)
  • Copy of your order confirmation

Drop off at any authorized DHL, FedEx, or EMS location depending on your original shipping method.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds process within 3-5 business days after we receive your return
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Note: International refunds may take additional time to appear in your account depending on your financial institution.

Exchange Process

For exchanges:

  1. Follow the standard return process above
  2. Specify your desired replacement item in your return request
  3. We’ll ship your new item once the return is received
  4. You’ll be responsible for any price difference

Expedited Exchanges

Need your gear for an upcoming trip? Contact us about our expedited exchange option where we can ship your replacement immediately (additional shipping charges apply).

Damaged or Defective Items

If your gear arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange for a free return and expedited replacement

International Returns

For customers outside the U.S.:

  • You are responsible for return shipping costs
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Questions?

Our adventure support team is ready to help with any return questions. Contact us at:

Email: [email protected]
Mail: Mountaineering Store, 1009 Bungalow Road, Omaha, US 68114

We typically respond within 24 hours during business hours (Monday-Friday, 9am-5pm Central Time).