Customer Service

Shipping & Delivery
Shipping cost are based on the dollar total of your order. Select the shipping method that best fits your budget and the day you need your items. All overnight orders must be received by 12:00 p.m. P.S.T. for the order to be shipped that day.

Oversized items or exceptionally heavy items may not qualify for free ground shipping or may require an additional shipping charge for air or priority shipments. You will be contacted prior to shipping these items and will never incur an additional charge without your approval.

UPS Ground is only available within the continental United States. Oversized and heavy items do not qualify for FREE SHIPPING. *Alaska & Hawaii Customers: UPS Ground shipping rates do NOT apply to customers in Alaska or Hawaii. We will ship via UPS 2 Day, Overnight or USPS Priority Mail.
US Airmail for International Orders
We ship all international packages by two methods. 1) The United States Postal Service (USPS) Express Mail International and 2) United Parcel Serice (UPS). We can only ship to the physical adress of a home or business. We can NOT ship to Post Office boxes (P.O. Box). We have found USPS to be quick, secure and cost effective. The US Postal Service generally approximates between 5 and 10 business days shipping time.

International shipping rates vary significantly based on weight, package volume and destination. 

Privacy & Security
At your privacy and security are our number 1 priority. We do not share any personally identifiable information about you with other companies, except in the case of dealing with manufacturers for order fulfillment and warranty issues. In such a case, we offer this information only to improve your shopping experience at, and we only provide it under strict confidentiality. We will never sell or rent your name, email address, telephone or fax numbers, address, or credit card numbers for any reason. We do collect your IP address and general browsing patterns when you visit our site. We use this anonymous information to help diagnose problems with our server and to assist us with improving your shopping experience at

Placing orders with is secure, private and easy. To ensure your safety we use GeoTrust's Secure Sockets Layer (SSL) 128-bit encryption technology. GeoTrust QuickSSL smart seal guarantees our online visitors will receive the highest level of encryption possible. SSL encrypts ALL of your personal information, protecting your confidential information from interception and hacking. Rest assured. Your order is safe with us.

Returns & Replacements
As long as you return the item unused, clean, smelling new, and with all packaging and hang tags, we will accept returns within 60 days of purchase and we will gladly exchange, credit or refund the cost of the item. Please note that items smelling of cigarette smoke are not considered resalable. Shipping charges are not reimbursed. Please call us at 1-800-953-5499 for a Return Authorization number and instructions on returning the item. Returned packages will not be accepted without a Return Authorization (RA) Number.

Items must be returned with ALL PACKAGING AND HANG TAGS. Sleeping bags with sewn-on tags removed will not be accepted as a return.

To protect our customers hydration packs may only be returned if they have never been filled and the protective mouthpiece cover has not been removed. Bottles and liquid containers may not be returned.

If a product fails due to a manufacturer's error, the manufacturer's warranty will apply. Contact us and we will help you get your gear returned to the manufacturer for repair.

Climbing Equipment Return Policy

For liability reasons and your personal safety, we cannot accept returns on any climbing hardware or ropes at any time (excluding warranty situations or shipping errors). Backcountry Gear Ltd. will only accept returns on harnesses if tried on but never used. If you tie in, it's yours.


Out-of-Stock Items & Backorders.

If the color or size you want is not listed on the Product Information page, it is not available for ordering. If the color or size you want is listed the item is either instock in our warehouse or to the best of our knowledge is available through the manufacturer.  Sometimes we will not know in advance that a product is unavailable from the manufacturer (Sold Out). We do not receive daily availability reports from manufacturers and items that are sold out by the manufacturer may not be discovered until we try to fulfill your order. We will communicate with you as soon as possible any availability issues with your order. The item will be sent to you once it becomes available. We will not charge your payment card until the item ships. If the backordered item is Sold Out, we will cancel the item from your order and notify you, usually via e-mail. If you have items on backorder that you would like to cancel, please contact us.


Please note, our site does not remove an item from the site if it out of stock in our warehouse.

We do this for the following reasons. A) Often customers want the latest and greatest products coming out as early as possible and place pre-orders to ensure they receive the product when it is released.  B) We also work with some smaller manufacturers with limited production. Sometimes due to unanticipated demand by the manufacturer or ourselves the only way to ensure getting a specific product is to place an order for the product. C) Some customers are willing to wait for items that are sold out due to a sale or discount and want the item at the advertised price.

Orders for backordered products will be fulfilled in the chronological order that they were received for standing back orders. We will not charge your credit card until the item ships.  The exception to this would be if an item is discontinued. We will remove the item from the website as soon as possible after the item is found to be discontinued.

Payment, Pricing & Promotions

Pricing and Availability. All prices are shown in U.S. dollars and are valid and effective only for products and services ordered and shipped within the United States; taxes, shipping and handling charges are additional. All items are subject to availability and we reserve the right to impose quantity limits on any order, to reject all or part of an order and to discontinue products or services without notice, even if you have already placed your order. All prices are subject to change without notice,

Many products displayed on our Site are also available in our retail store while supplies last. You should not assume that what you see on the Site can always be seen in our store. Also, prices displayed on the Site might be different than in the store or from store advertised prices.

Purchases and Returns for international orders will be made in US Dollars.  The dollar amount is based on the original invoice amount.  Changes in exchange rates are not factored into product returns or items that are backordered.  Exchange rate changes are an inherent risk in international transactions that you incur.

Viewing Orders

Please login to your account (link located at the top of our home page) to view orders made through this system.  Orders placed prior to July 30, 2011 are not located in this system.  Please call a customer service representative if you have questions about prior orders. 

Updating Account Information
Please login to your account (link located at the top of our home page) to update any account information required to place and receive orders.