At Outdoor Equip Series Store, we’re as committed to your gear’s performance as you are to your outdoor adventures. Whether you’re scaling cliffs or conquering trails, we ensure your equipment arrives ready for action and stands up to your expectations.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods
We offer two shipping options to get your gear to you:
- Standard Shipping ($12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Best for when you need your gear quickly
- Free Shipping (orders over $50):
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
- Great for non-urgent orders and budget-conscious adventurers
Note: We ship worldwide except to certain Asian countries and remote regions. Shipping times may vary based on destination and customs processing.
Our Return Promise
We stand behind our gear as firmly as you stand on your climbing holds. If your equipment doesn’t meet your adventure needs, we’ll make it right.
We accept returns within 15 days of delivery for most items in new, unused condition with original tags and packaging. Your satisfaction is as important to us as proper foot placement is to your climb.
Important Exceptions
For safety and hygiene reasons, we cannot accept returns on:
- Climbing Shoes (due to intimate fit requirements)
- Footwear Accessories (insoles, shoe straps)
- Clothing Accessories (worn items like hats and gloves)
- Used or damaged equipment (must be reported within 48 hours of delivery)
How to Return or Exchange
Step 1: Initiate Your Request
Contact our gear specialists within 15 days of delivery at [email protected] with:
- Your order number
- Item(s) you wish to return/exchange
- Reason for return
- Whether you prefer refund or exchange
Email Template:
Subject: Return/Exchange Request – Order #[Your Order Number]
Hello Outdoor Equip Series Team,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Item(s) for return:
- [Product Name]
- [Size/Color if applicable]
Reason: [Please specify – sizing, damage, wrong item, etc.]
Preferred resolution: [Refund to original payment method / Exchange for
Equipment
Shipping address for return label (if different from original):
[Your Name][Address]
[City, State, ZIP]
[Country]
Best regards,
[Your Name]
[Your Email]
[Your Phone Number – optional]
Step 2: Package Your Items
Pack items securely in original packaging with all tags attached. Include the original packing slip or a copy of your order confirmation.
Step 3: Ship Your Return
We’ll provide a return shipping label via email. For exchanges, we’ll ship your new item once we receive the return.
Note: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.
Refund Processing
Once we receive and inspect your return:
- Timing: Refunds process within 3-5 business days after we receive your return
- Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Notification: You’ll receive an email confirmation when your refund processes
Exchanges
For size or product exchanges:
- Follow the standard return process above
- Specify your desired replacement item in your request
- We’ll ship the new item once we receive your return
- Price differences will be charged/refunded as needed
Damaged or Incorrect Items
If you receive damaged or wrong items:
- Contact us within 48 hours of delivery
- Include photos of the damage or incorrect item
- We’ll cover return shipping and expedite your replacement
Adventure-Ready Guarantee
We test our gear as thoroughly as you test your limits. If you have any issues with your equipment, our team of outdoor enthusiasts is here to help you get properly equipped for your next climb, hike, or trail run.
Contact our gear experts: [email protected]