Order FAQs

Ordering outdoor equipment should be a straightforward experience, so clear information is provided to help customers understand order processing, shipping, returns, exchanges, and support options. Once an order has been submitted, changes or cancellations may not always be possible because processing can begin quickly. Customers who need to make an adjustment should contact the order support team as soon as possible after completing checkout. Requests can be reviewed promptly, although cancellation or modification cannot be guaranteed once fulfillment has started.

Orders placed later in the week or during weekends may follow the next available business-day processing schedule. Orders submitted after the daily cutoff time may also be processed on the following business day. Expedited delivery services are generally handled as quickly as possible when orders are received before the applicable processing deadline. Delivery schedules can vary depending on the selected shipping method, destination, seasonal demand, carrier operations, weather, and other circumstances outside the company’s control.

For shipments within the United States, standard delivery options may include ground services and postal delivery, with typical arrival times ranging from several business days to approximately one week or more depending on the service selected. Expedited options are available for customers who need faster delivery, including two-business-day, next-business-day, and three-business-day services. Specific delivery dates cannot always be guaranteed, and carrier delays may affect the estimated arrival time. Customers in Canada can generally expect orders to arrive within several business days, although exact delivery timing may vary by destination and carrier conditions.

After an order leaves the fulfillment facility, tracking information is normally provided by email. Tracking details may require some time to become active after shipment confirmation. Customers can use the available order-status service to review shipment progress and check the latest information associated with their purchase.

If a package arrives with damaged equipment, customers should contact the support team promptly and provide information about the affected order. Depending on the circumstances, assistance may include a return shipping label, replacement merchandise, or a refund. Customers should retain the damaged product, packaging, labels, and relevant order information until the matter has been resolved. If an item is missing from a shipment, the support team can review the order and determine the appropriate solution. When replacement merchandise is available, an expedited replacement may be arranged.

Gift purchases can still be sent to another person, although orders may not be designated as formal gift orders. Packing documentation included with shipments is designed to identify the purchased products and order information without displaying the complete purchase value. Electronic gift certificates are also available for customers who prefer to give recipients the flexibility to select their own equipment.

In some cases, a payment statement may temporarily show more than one transaction-related entry. This does not necessarily mean that a customer has been charged twice. An initial authorization may be placed when an order is submitted, while the final payment is completed after the order ships. Once the authorization expires or is released, only the completed transaction should remain.

Products that are temporarily unavailable generally cannot be placed on backorder. When an item supports availability notifications, customers can subscribe to receive an email when inventory returns. For products without an automated notification option, customer service may be able to provide additional information regarding anticipated availability.

Customers with approved tax-exempt status may need to place qualifying purchases through the appropriate sales or government support channel. Documentation confirming tax-exempt eligibility may be required before an order can be processed without applicable taxes. Different customer categories, including government organizations, educational institutions, and qualifying nonprofit organizations, may have separate purchasing procedures.

Orders returned to the fulfillment facility because they could not be delivered are handled by the returns team after arrival. Processing may require several business days, and eligible original shipping charges may be refunded according to the applicable circumstances. Customers seeking assistance with a returned shipment should contact customer service so the order can be reviewed and the next steps explained.

Price adjustments may be available when an item purchased recently becomes part of an eligible promotion. Requests generally need to be submitted within the applicable adjustment period from the original purchase date. Promotional exclusions may apply, including certain outlet merchandise. Discount codes may also be restricted to full-price products and may not be combined with outlet pricing.

Returns are handled according to the current return requirements and eligibility conditions. Customers who wish to send merchandise back should review the applicable return instructions before shipping a product. Certain products may have specific conditions concerning their original condition, packaging, use, or eligibility. Exchange requests can also be reviewed through customer support when an alternative product or size is available.

Once an eligible return reaches the processing facility, refunds are generally completed within several business days. Processing times may increase during periods of high seasonal demand or other operational delays. After a refund has been issued, customers should allow additional time for their financial institution to post the funds to the original payment method.

Customer assistance is available for questions that are not covered by the available ordering and return information. Support can help with order concerns, shipment questions, product availability, damaged or missing merchandise, returns, and other purchasing issues. Customers should provide their order details whenever possible so the support team can locate the relevant transaction and provide an efficient response.

Beyond order assistance, customers can explore additional resources covering product information, repairs, warranty services, product safety, shipping documentation, and frequently asked questions. Information about the company’s heritage, athletes, stories, and broader purpose is also available for customers interested in learning more about the equipment and the community surrounding outdoor pursuits.

Customers can stay informed through available email and mobile messaging updates, while social channels provide additional news, stories, product information, and community content. Privacy, accessibility, terms of use, shipping, returns, and other service policies are available to help customers understand how the online shopping experience operates. The goal is to provide useful resources throughout the purchasing journey, from selecting equipment and completing an order to receiving products and obtaining assistance afterward.