Last Updated: [Insert Date]

At Mountain Hardwear Shop, we stand behind our gear with the same confidence we have in our four-season tents facing alpine conditions. If your equipment doesn’t meet your expedition needs, our returns process is as straightforward as following a well-marked trail.

1. The Basecamp Guarantee

We accept returns and exchanges within 15 days of delivery for most items. Your gear must be:

  • In original condition (unused, with tags attached)
  • In original packaging (including all stuff sacks for sleeping bags and tents)
  • Accompanied by proof of purchase

Expedition Essentials Note:

For safety and hygiene reasons, self-inflating sleeping pads that have been inflated cannot be returned unless defective. All other camping furniture and equipment must show no signs of use.

2. Return Journey: Step-by-Step

  1. Contact Basecamp: Email [email protected] within 15 days of delivery with your order number
  2. Receive Instructions: Our gear specialists will send return authorization and shipping instructions within 24 hours
  3. Pack Securely: Repackage items in original packaging with all accessories (use the same care as packing for a backcountry trip)
  4. Ship Back: Send via tracked carrier to our Basecamp Operations Center

3. Refund Expedition

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • International Notes: Currency conversions may affect final refund amounts (1-3% variance possible)

Note: Original shipping costs are non-refundable, except for defective items.

4. Exchange Pathfinding

Prefer different gear? We’ll guide you through:

  1. Follow standard return process
  2. Place new order for desired item
  3. Email us the new order number for expedited processing

Exchanges are subject to product availability. For high-demand items like four-season tents, we recommend placing your new order immediately to secure inventory.

5. Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email to: [email protected]

Dear Basecamp Team,

I would like to initiate a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) for return: [Product Name, Quantity]
  • Reason: [Size/Color Exchange, Defective, Not As Described, etc.]
  • Preferred Resolution: [Refund / Exchange for (specific product)]

Please send return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]

6. Special Expedition Notes

Our camp kitchen furniture and camp tables must be returned in original protective packaging with all hardware intact. Missing components may result in partial refunds.

For international adventurers outside the US: Return shipping costs are the responsibility of the customer, except in cases of our error. We recommend using the original carrier (DHL/FedEx) for fastest processing.

Contact the Returns Sherpa

Questions about your return journey? Our gear specialists are ready to assist:

Email: [email protected]
Basecamp Operations Center: 3014 Jennifer Lane, Raleigh, US 27604

Like adjusting to changing mountain conditions, we reserve the right to update this policy. Continued use of our services constitutes acceptance of any changes.