Returns made simple.
Wrong size? Changed your mind? Need a different color? Whatever the reason, returns are easy. Three ways to return, generous time windows, and our staff is happy to help if you have questions.
Three ways to return.
All three options start with the same online return portal: you'll generate a Return Merchandise Authorization (RMA) number, then route to the path that works best for you.
Pre-paid UPS label.
For customers in the contiguous United States, you can opt for a pre-paid UPS label. A flat rate is deducted from your refund.
See rates →Ship it back your way.
If you're not in the contiguous United States, or you prefer to use a carrier you prefer. Five steps from the return portal to your refund. We strongly recommend a tracked shipping service.
See the steps →Return at the Seattle store.
Convenient if you're local. Same-day refund processing, plus our staff can help with sizing or exchanges in person.
Visit details →Pre-paid UPS label flat rates.
For customers in the contiguous United States. Select this option in the return portal, drop the package at any UPS location, and we'll deduct a flat rate from your refund based on size.
| Item Type | Flat Rate |
|---|---|
| Large items Sleeping bags, down comforters, expedition apparel, down pillows | $14.95 |
| All other items Apparel, accessories, books, smaller gear | $8.95 |
Pre-paid labels are available for the contiguous US only. Customers in Alaska, Hawaii, or outside of the United States should follow the Return by Mail process below.
Return by mail, your carrier.
In Alaska or Hawaii? Outside of the United States? Or have a preferred shipping provider? Follow these five steps from start to refund.
Get your RMA
Follow the prompts to generate your Return Merchandise Authorization number.
Repackage
Use the original box if you can. Include the RMA number on the label and inside the box.
Ship with tracking
Use any carrier. We strongly recommend a tracked service so you know it's arrived.
Refund processed
2–10 business days after we receive your return for the refund to post to your account.
Return at our Seattle store.
All eligible orders, whether placed online or in-store, can be returned to our South Lake Union location. Bring the item with original packaging, tags (where applicable), and proof of purchase. Our staff handles the rest.
Address
Need a different size or color?
For the quickest turnaround on a size, color, or model swap, the best move is to do both at once: initiate your return for the original item and place a new order for the replacement. That way the new item is on its way before the return is even back to us, and you've locked it in if it's a popular piece.
You can also exchange in person at the Seattle store, where our staff can help find the right fit, model, or temperature rating for your trip.
What can't be returned.
A few categories are ineligible for returns, including safety or climbing hardware, hygiene, or production reasons. If you have any questions about fit or specs before purchasing one of these, please contact us first.
Custom orders
Custom sleeping bags, custom bedding, and custom garments are not eligible for return or exchange. These are made to your specifications and can't be re-stocked.
Technical climbing gear
Ropes, harnesses, helmets, carabiners, protection, slings, and similar life-safety equipment cannot be returned or exchanged once purchased.
Select Closeouts
Some closeout items are final-sale (noted in the product description) and not eligible for return.
Returns frequently asked.
If we don't cover it here, give us a call or send an email. Our staff handles these conversations every day.
Once we receive your return at our Seattle facility, refunds typically take 2 to 10 business days to post to your original payment method. We'll send a confirmation email when your return is received.
New condition means the item is unworn, unused, unwashed, with all original tags attached and in the original packaging. For sleeping bags and apparel, this also means no signs of use in the field: such as debris, snags, or odors.
If you're unsure whether your item qualifies, contact us before sending it back. We'd rather flag it ahead of time than have a return rejected at our end.
Damaged or defective items are handled separately from standard returns as these are more likely to be warranty issues, and our process is faster and more flexible for those cases.
Please reach out via our Warranty page or contact us directly. Send a photo of the issue if you can; it helps us route your claim quickly.
Yes, only if your in-store purchase was tied to an email address at checkout. Walk-in purchases without an email on file must be returned or exchanged at the Seattle store.
The cost of the returned item is fully refunded. Original shipping charges are non-refundable except in special cases.
The best path is usually to contact us directly. Most return questions can be answered in a quick email or phone call, especially if your situation is unusual (gift returns, international, large international expedition orders, etc.).
We're here to help.
Most return questions can be sorted out in a quick conversation. If your situation isn't standard or you'd just rather have a person walk you through it, get in touch.