Shipping & Returns Policy

At Mountaineering Store, we’re committed to getting your outdoor gear to you efficiently and standing behind every product we sell. Whether you’re gearing up for your next adventure or need to make a return, we’ve got you covered.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after shipment
  • Free Shipping (orders over $50): Shipped via EMS with delivery in 15-25 business days after shipment

Note: We ship worldwide except to certain remote areas and parts of Asia. Delivery times may vary for international orders depending on customs processing.

Our Hassle-Free Returns Policy

We want you to be completely satisfied with your outdoor gear. If any item doesn’t meet your wilderness expectations, we’ll help make it right.

Return & Exchange Basics

  • Return window: 15 days from receipt of order
  • Condition requirements: Items must be unused, in original packaging with all tags attached
  • Required: Proof of purchase must accompany all returns

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

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

How to Return an Item

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

Step 2: Receive Your Return Authorization

Within 24 business hours, we’ll email you:

  • Return authorization number
  • Prepaid return shipping label (if applicable)
  • Packaging instructions

Step 3: Ship Your Return

Package your item securely (using original packaging when possible) and include:

  • Completed return form (from 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

Timing & Method

  • Processing time: 3-5 business days after we receive your return
  • Method: Refunded 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

International customers: Refunds may take additional time to appear in your account depending on your financial institution. You are responsible for return shipping costs and any customs fees cannot be refunded.

Exchange Process

For exchanges, follow the standard return process above and specify your desired replacement item in your return request. We’ll ship your new item once we receive your return.

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

Have Questions?

Our adventure support team is ready to help with any shipping or 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).

Happy trails from the Mountaineering Store team!