At Mountain Hardwear Shop, we approach logistics with the same precision as packing for a high-altitude summit. Whether you’re gearing up for a weekend car camping trip or preparing for an alpine expedition, our shipping and returns policies are designed to get you equipped efficiently.
Shipping Your Gear
Order Processing
Our basecamp team springs into action within 1-2 business days of receiving your order. During peak seasons (April-September), please allow up to 3 business days for processing.
Shipping Options
- Standard Expedition Route ($12.95)
- Carrier: DHL or FedEx
- Delivery window: 10-15 business days after dispatch
- Recommended for time-sensitive gear like four-season tents
- Alpine Free Shipping (Orders over $50)
- Carrier: EMS
- Delivery window: 15-25 business days after dispatch
- Best for non-urgent items like camp furniture
Global Expedition Note: We ship worldwide except to certain remote areas and parts of Asia. International adventurers may encounter customs delays beyond our control.
The Basecamp Guarantee: Returns & Exchanges
We stand behind our gear like we trust our four-season tents in a snowstorm. If your equipment doesn’t meet expectations, follow this marked trail back to basecamp:
1. Expedition Essentials
- 15-day return window from delivery date
- Items must be in original condition: unused, with tags, and in original packaging
- Complete packaging required (including stuff sacks for sleeping bags and tents)
- Proof of purchase must accompany returns
Camp Hygiene Alert: For safety reasons, self-inflating sleeping pads that have been inflated cannot be returned unless defective. All camp furniture and tables must show absolutely no signs of use and include all original protective packaging and hardware.
2. The Return Journey
- Contact Basecamp: Email [email protected] within 15 days with your order number
- Receive Instructions: Our gear specialists will send return authorization and shipping details within 24 hours
- Pack Securely: Repackage with the same care as preparing for a backcountry trip – original boxes and all accessories required
- Ship Back: Send via tracked carrier to our Basecamp Operations Center at 3014 Jennifer Lane, Raleigh, US 27604
3. Refund Expedition
- Processing time: 3-5 business days after we receive and inspect your return
- Refund method: Original payment (Visa, MasterCard, JCB, or PayPal)
- International notes: Currency conversions may affect final amounts (1-3% variance possible)
- Original shipping costs are non-refundable except for defective items
4. Exchange Pathfinding
Need different gear? The exchange trail:
- Follow standard return process
- Place new order for desired item
- Email us the new order number for expedited processing
Pro Tip: For high-demand items like four-season tents, place your new order immediately to secure inventory.
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]
Special Expedition Notes
- Camp kitchen furniture and tables require all original protective packaging and hardware for full refund
- International adventurers outside the US are responsible for return shipping costs (except for our errors)
- For fastest international processing, we recommend using the original carrier (DHL/FedEx)
Like adjusting to changing mountain conditions, we reserve the right to update this policy. Continued use of our services constitutes acceptance of any changes. Last updated: [Insert Date]
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