At Equipoutdoors, we build our gear for reliability on the trail, and we stand behind it with the same commitment. We understand that adventure requires planning—and sometimes, adjustments. Our shipping and returns policies are designed with the same clarity and efficiency that our practical adventurers expect, getting you equipped and back on track with minimal hassle.
Our Promise
A clear, secure, and fair process for our global community of adventurers. Crafted for every journey, built to last.
Shipping Information
We ship worldwide (excluding some remote regions and parts of Asia). All orders are processed within 1-2 business days (Monday-Friday, excluding holidays) from our hub in Charlotte, NC, USA.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Cost | Estimated Delivery Time* | Best For |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after dispatch | Faster, tracked delivery |
| Free Shipping | EMS | FREE on orders over $50 | 15-25 business days after dispatch | Budget-friendly, no-rush orders |
*Delivery times are estimates and may vary based on destination, customs processing, and carrier schedules. Tracking information will be provided once your order ships.
Returns & Exchanges
We want you to be completely confident in your Equipoutdoors gear. If an item isn’t the perfect fit for your adventure, our straightforward process is here to help.
Return Window
15 days from the date you receive your order.
Item Condition
Must be unused, in original packaging, with all tags and accessories.
Return Shipping
Customer responsibility unless due to our error or a defective product.
Process Time
Refunds processed within 5-7 business days after we receive and inspect the return.
The Return & Exchange Process: Your 4-Step Trail
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.
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.
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).
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].
Subject: Return/Exchange Request – Order #[Your Order Number]
Hello Equipoutdoors Team,
I would like to request a return/exchange for my recent order.
Order Number: [Please insert your order number] Product Name(s): [e.g., “Trailblazer 2-Person Tent”, “Lightweight Sleeping Bag”] Reason for Return/Exchange: [e.g., “Wrong size”, “Changed mind”, “Defective item”] Preferred Resolution: [Refund / Exchange for (specific product/size/color)]
My shipping details for reference:
Full Name: [Your Name] Email Address: [Your Email]
Please send the RMA number and return instructions to this email.
Thank you,
[Your Name]
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: Original 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.
Important: If you receive a defective item from these categories, please contact us immediately at [email protected] with photos, and we will resolve it promptly.
Need Help With Your Order or 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
- Mailing Address: 1495 Diamond Street, Charlotte, US 28263
At Equipoutdoors, we believe every journey requires trust—in your gear and in the company that provides it. Our policies are built on that foundation of trust, clarity, and respect for your adventure, wherever it takes you.
Equip with confidence. Explore without limits.
© Equipoutdoors. All rights reserved. | Crafted for every journey, built to last.