At Equipoutdoors, we build our gear for reliability on the trail, and we stand behind it with the same commitment. We understand that sometimes, even with the best planning, an item might not be the perfect fit for your adventure. Our returns and exchanges process is designed to be as straightforward and efficient as our gear—getting you back on track with minimal hassle.
Our Promise: A clear, secure, and fair process for our global community of adventurers.
Key Policy Overview
- Return Window: 15 days from the date you receive your order.
- Condition: Items must be unused, in original packaging, with all tags and accessories.
- Process Time: Refunds are processed within 5-7 business days after we receive and inspect the returned item.
- Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
- Exchanges: We gladly exchange items for a different size or color, subject to availability. The fastest method is to return for a refund and place a new order.
The Return & Exchange Process: Your 4-Step Trail
Follow these simple steps to initiate your return or exchange, designed with the efficiency our practical adventurers expect.
Initiate Your Request
Within 15 days of delivery, contact our support team at [email protected]. Use the email template below to ensure we have all necessary details to assist you swiftly.
Receive Instructions
We’ll respond within one business day with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping your return to our hub in Charlotte, NC, USA.
Ship Your Return
Securely pack the item(s) in the original packaging. Include the RMA number clearly on the outside of the box. We recommend using a trackable shipping service (like DHL, FedEx, or EMS).
Receive Refund or Exchange
Once we receive and inspect the item, we’ll notify you and process your refund to the original payment method. For exchanges, we’ll ship the new item as soon as possible.
Return Request Email Template
Copy, paste, and fill out the template below to send your request to [email protected]. This helps us serve you faster.
Refunds: Timing & Methods
We process refunds with the same reliability we build into our gear.
- Processing Time: 5-7 business days after we receive the return at our warehouse and verify its condition.
- Refund Method: Funds will be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Bank Processing: Please allow additional time (typically 3-10 business days) for the refund to appear in your account, depending on your bank or card issuer’s policies.
- Currency: All refunds are issued in US Dollars. Any currency conversion fees applied by your bank during the original purchase are typically not reversed and are subject to your bank’s policy.
Note: Shipping charges are non-refundable unless the return is due to our error.
Items That Cannot Be Returned
To ensure the safety and hygiene of our global community of adventurers, and due to the nature of certain products, the following items are final sale and cannot be returned or exchanged unless they arrive defective or damaged:
- Hydration Products (e.g., water bladders, bottles) for obvious health and safety reasons.
- Sleeping Bags & Bedding that have been removed from their original, sealed packaging.
- Personalized or Customized Items.
- Items that are not in their original condition, are damaged, missing parts, or show signs of use.
- Items not purchased directly from Equipoutdoors.com.
If you receive a defective item from these categories, please contact us immediately with photos, and we will resolve it promptly.
Need Help With Your Return?
Our customer service team, fellow adventurers themselves, are here to guide you.
Email: [email protected]
Response Time: We aim to respond within one business day.
Operating Hours: Monday-Friday, 9 AM – 5 PM EST
Contact SupportAt Equipoutdoors, we believe every journey requires trust—in your gear and in the company that provides it. Our returns policy is built on that foundation of trust, clarity, and respect for your adventure, wherever it takes you.
Equip with confidence. Explore without limits.