At PeakCamp Shop, we stand behind our expedition-ready gear like we stand behind our climbing partners. However, we understand that sometimes equipment needs adjustment—whether it’s the wrong size crampon or a jacket that doesn’t fit your alpine ambitions. Our returns policy is designed to be as straightforward as navigating with a trusted compass.
Our Returns Philosophy
We accept returns and exchanges within 15 days of delivery for most items—think of it as your summit window. All returned items must be:
- In original, unused condition (tags still attached, no signs of wear)
- Packaged with all original materials (like you’d repack your basecamp)
- Accompanied by proof of purchase (your digital expedition log)
Non-Returnable Items
Certain gear is final sale, just like some mountain routes are one-way:
- Nutrition products (for health and safety reasons—you wouldn’t share half-eaten trail mix)
- Personalized/custom items (these are crafted specifically for your expedition)
- Clearance/outlet items (these are already priced at basecamp bargain levels)
The Return Process (Your Step-by-Step Guide)
Step 1: Initiate Your Return
Contact our Basecamp Team within 15 days of delivery at [email protected] with:
- Your order number (found in your confirmation email)
- The item(s) you wish to return/exchange
- Reason for return (helps us improve our gear selection)
Return Request Template:
Subject: Return Request – Order #[Your Order Number]
Dear PeakCamp Team,
I would like to initiate a return/exchange for my recent order (#[Order Number]).
Item(s) for return: [Product Name, Size, Color]
Reason for return: [Fit Issue, Wrong Item, etc.]
Please advise on next steps.
Best regards,
[Your Full Name]
Step 2: Receive Your Return Authorization
Within 24-48 hours (excluding weekends), we’ll email you:
- A Return Merchandise Authorization (RMA) number
- Detailed return instructions (your route map back to basecamp)
- Prepaid return label if your return qualifies for free shipping
Step 3: Pack and Ship
Securely package your items (use the original packaging if possible—think of it as proper gear storage) and:
- Include the completed return form (we’ll email this to you)
- Clearly write your RMA number on the outside of the package
- Drop at your nearest DHL/FedEx location (we recommend getting a receipt)
Refund Process (Replenishing Your Expedition Fund)
Once we receive and inspect your return:
- Processing Time: 3-5 business days (like acclimatizing to altitude)
- Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
- Timeline: Allow 5-10 business days for the refund to appear in your account (depending on your bank’s processing)
Note: Original shipping costs are non-refundable, except in cases of our error—like packing the wrong gear for your climb.
Exchanges (Gear Adjustment Protocol)
For size or color exchanges:
- Follow the standard return process above
- Clearly indicate your desired replacement item
- We’ll ship the new item once we process your return
Expedited exchanges may be available—contact our Basecamp Team for alpine-speed solutions.
International Returns (Global Expedition Logistics)
For adventurers outside the US:
- You’re responsible for return shipping costs (like transporting gear between continents)
- Include all customs documentation (mark as “Returned Goods” to avoid duties)
- Allow extra processing time for international shipments
Damaged or Defective Gear
If your equipment arrives damaged or defective (which we work hard to prevent):
- Contact us immediately with photos of the issue
- We’ll arrange a prepaid return label
- Receive a replacement or full refund—your choice
No need to wait 15 days for these cases—we’ll move at rescue-team speed.
Contact Our Basecamp
For any return questions or to check your return status:
Email: [email protected]
Mail: PeakCamp Shop, 3782 North Front Street, Fayetteville, US 72703
We aim to make returns as smooth as glissading down a snowfield—just with less snow in your boots.