At Mountain Hardwear Shop, we’re committed to serving outdoor professionals and serious adventurers with expedition-ready gear and reliable delivery. Below you’ll find answers to common questions about our products, shipping, and services.

Product Questions

What’s the difference between three-season and four-season tents?
Our four-season tents are engineered for extreme conditions with reinforced structures, weather-resistant materials, and superior insulation for winter camping and alpine environments. Three-season tents offer excellent ventilation and lighter weight for spring through fall adventures while still providing reliable weather protection.
How do I choose between synthetic and down sleeping bags?
Our three-season synthetic sleeping bags maintain insulation when wet and are more affordable, making them ideal for humid environments or budget-conscious adventurers. Down bags (when available) offer superior warmth-to-weight ratio for dry conditions and pack smaller. Consider your typical camping environment and storage needs.
Are your camp furniture items suitable for backpacking?
While our camp chairs and tables are designed for durability in rugged conditions, they’re primarily intended for basecamp or car camping use. We focus on space-saving designs that maintain comfort without compromising packability for expedition use.

Shipping & Delivery

What shipping options do you offer?
We provide two reliable shipping methods tailored for outdoor professionals:

Expedited Standard Shipping: $12.95 flat rate via DHL/FedEx (10-15 days after dispatch)
Free Economy Shipping: Free on orders over $50 via EMS (15-25 days after dispatch)

All orders undergo 1-2 days of meticulous processing at our Raleigh headquarters before shipment.
Why does processing take 1-2 days?
Every item undergoes rigorous quality checks before shipment, including inspecting tent seam sealing and testing self-inflating sleeping pad valves. This ensures your gear meets our field-tested standards when it reaches your basecamp.
Do you ship to my country?
We ship globally to most regions, excluding select remote areas in Asia. During checkout, our system will automatically confirm if we can deliver to your location. For expedition teams in challenging locations, please contact our adventure specialists at [email protected] for special arrangements.

Returns & Exchanges

What’s your return policy?
We offer a 15-day return policy from the delivery date for unused items in original condition. Simply contact our team at [email protected] to initiate your return. International customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
What if my gear arrives damaged?
Despite our reinforced packaging standards, if any item arrives damaged, please contact us immediately with photos of the damage and packaging. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Payments & Accounts

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient transactions. All payments are processed through encrypted channels for your protection.
Can I change my order after payment?
Changes may be possible within the first 12 hours if your order hasn’t entered processing. Contact our team immediately at [email protected] with your order number and requested changes. We’ll make every effort to accommodate your needs while maintaining our expedition-ready shipping standards.

Technical Support

How do I care for my technical camping equipment?
Each product includes care instructions specific to its materials and construction. Generally:
– Store sleeping bags and tents loosely in breathable bags
– Clean camp furniture with mild soap and water only
– Test self-inflating pads periodically and store partially inflated
For detailed guidance, refer to product tags or contact our gear specialists.
What if I need help setting up my tent?
Our four-season tents include detailed setup guides, and many models feature color-coded components for easier assembly. For hands-on assistance, we offer video tutorials on our website. If you’re still having trouble, our adventure specialists can walk you through the process via email.

Expedition-Ready Support: Can’t find your answer here? Our adventure specialists are available at [email protected] to handle any questions about your outdoor gear needs. We typically respond within 24 hours, faster than most alpine weather changes!