As long as you return the item unused, clean, and smelling new, we will accept returns within 60 days of purchase and we will gladly exchange, credit or refund the cost of the item. Products must be returned with all original tags and/or packaging for a full refund. Please note that items smelling of cigarette smoke are not considered resalable and are not eligible for a full refund.
For all returns not relating to a warranty issue, you will be responsible for the cost of the return shipping.
To arrange a return or exchange, you can obtain a Return Authorization (RA) number by using one of the following methods:
- Call us at 1-800-953-5499 ext. 4
- Click the green Chat button (lower right on our web page) to live chat with one of our customer service staff during business hours
- Email us at firstname.lastname@example.org (please provide your name, order number, the item(s) you wish to return and a brief reason for the 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.
We do not accept returns or exchanges on the Outdoor Research Face Mask Kit, Essential Midweight Ubertube Kit, Essential Bandana Kit, or Face Mask Filters.
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, ropes, or slings at any time (excluding warranty situations or shipping errors). Please be absolutely sure of the items you are purchasing before submitting your order.
Backcountry Gear will accept returns on harnesses, helmets, climbing shoes, ice axes, and crampons only if they have never been used.
All returns must be in new condition with all tags and packaging intact. In the case of gifts, if there is any doubt, we recommend a gift certificate instead of purchasing climbing equipment.