That's right, lifetime! Regardless of age, wear or tear, we will accept your return as long as the product is under warranty. Refunds are available on products in new, unused condition and with original packaging and tags. If you don't meet that criteria, don't worry - we're still happy to exchange it for you and if they don't make it anymore, we'll substitute the current generation product. Easy as pie.
You heard it right. If you bought your product elsewhere and are unhappy with your purchase or your retailer (*wink), return it to us and we'll give you 100% of the current selling price in store credit to use on our site. No questions asked as long as the product is under manufacturer warranty and you send it back with the original receipt and tags. If the product is no longer available, we'll honor the last price at which it was sold or the price you paid, whichever is higher. If you've lost the receipt and/or product's tags, you're not entirely out of luck. Send it back to us and we'll review it to see what we can do for you. More often than not, we can still honor a store credit of up to 50% (sometimes even higher) of the current or last selling price. We're happy to evaluate it and make you an offer. Trade up to this year's styles with this great program.
We don't want you to be without your gear. If you snagged the wrong size or don't care for the product and want something else, send it back and we'll issue a full refund. In the meantime, go ahead and place an order for what you need. Don't worry, shipping is on us. You just have to pay to return it and that can be via Pony Express for all we care...insured, of course. Products must be in new, unused condition with original packaging. If they aren't, you can expect a 20% restocking fee so let this be your warning - leave those dang tags on when you try stuff on.
Please test your new shoes on a soft, carpeted surface and hold onto the shoe box. We cannot accept any shoes that have been street worn and/or scuffed in any way, or are missing the original packaging.
1. Obtain a return merchandise authorization (RMA) number and prepaid Smartlabel® from our customer service team. You can call them toll-free at 877-300-1544, via email at firstname.lastname@example.org
or via our live chat tool. We're available Monday-Friday from 9am-5:30pm EST. Please have your order number handy when you call.
A $6.95 fee will be deducted from your refund for use of the prepaid label. If you choose to ship it via other means, please be sure to use a traceable, insured method to ensure arrival to our facility. If using a prepaid SmartLabel®,
simply apply the label to the package and hand it to your postman. To request a special pickup, visit www.usps.com
or call 1-800-ASK-USPS (1-800-275-8777
2. If using your own label, please note your RMA# on the outside and inside of your packages and return it to:
1840 Enterprise Drive
Rochester Hills, MI 48309
3. Give us 2-3 weeks to process and you'll see a refund appear back to your original method of payment. If store credit, we'll keep it on file until you're ready to use it. Just give us a ring to apply the store credit.
We reserve the right to refuse returns at our discretion. Sorry. We cannot replace garments that have been blatantly abused or destroyed. If you dropped it in the campfire, it's yours to keep. If we are unable to accept your return, we won't leave you hanging. Instead, expect a 20% off coupon towards your next order. Products are covered through the lifetime of the product, NOT your lifetime or your descendants. Consumables and other products at/near the end of their life cycle are non-returnable. This includes food rations, batteries, water filters, first aid kits... you get the gist. Due to federal health and safety regulations, helmets and anything load bearing (i.e., climbing equipment) are also non-returnable. If you're going to return a garment and it’s been worn, wash it... please. Return shipping charges are the responsibility of the customer, unless we screwed up. Finally, we can't refund items we don't receive so make sure you clearly write the RMA# on the outside of the package, double check our address and use an insured and traceable shipping method. Oh, and this policy is subject to change without prior notice (they made me say it).