Returns & Exchanges
Our Return Policy
It's important to us that you're 100% satisfied with your purchase. If you bought the wrong size, your gear doesn't work as expected, or you've just changed your mind, we'll do our best to make the situation right for you and get you outside with the right gear.
The Basics
Unused, unopened products with their original tags and proof of purchase can be returned up to 1 year from their purchase date for a full refund to your original form of payment.
Lightly-used products with proof of purchase can be exchanged within 30 days for their full purchase price in store credit.
Consigned products with proof of purchase have a 7 day return window for a full refund to your original form of payment.
Return Policy Exceptions
Mounted Ski Policy
- Skis that have been mounted but not used can be returned within 30 days for their full purchase price in store credit.
Damaged, dirty, or excessively worn items
- If an item is damaged from misuse, dirty, or appears to be excessively worn, we reserve the right to not accept the return.
Making a Return
In-Store Returns
Gear that's eligible for a return or exchange can be brought to any of our store locations, whether it was purchased in-store or online.
Just bring the item you'd like to return to our checkout counter with its original tags, packaging, and your proof of purchase. It's simple and free!
Mail-in Returns
To ship back and return gear that you purchased online, follow these steps:
- Start your return by looking up your order in our returns portal. You'll need your order number and shipping zip code to start a return.
- Submit your return request to get a pre-paid shipping label.
- $7.00 will be deducted from your refund when you mail a standard-sized return package using our pre-paid shipping labels. More about return shipping fees.
- Repackage your gear and drop it off at the correct carrier's nearest location. Your shipping label will use the same carrier that was used to ship the item to you.
If you would like to choose your own carrier to ship your return, or ship and return an item that you purchased in-store, read here.
Refunds and Exchanges
In-Store and Online Refunds
In-store and online purchases will be refunded to your original form of payment.
- We process mailed-in returns within one business day of receiving them. It can take several business days for your bank or credit card company to process your refund, including refunds done in-store.
- Shipping fees for online purchases will not be included in your refund.
Exchanges
In-Store
Bring your gear and proof of purchase to our checkout counter to start an exchange. If we have what you want, we'll swap it out!
Mail-in Exchanges
We aren’t able to exchange items that are mailed back to us. Instead, we recommend that you purchase the item you want in a new order and return the one you don’t for a refund.
Return FAQs
Choosing Your Own Carrier
If you'd like to choose your own carrier to ship your return (and not use our pre-paid shipping labels), or you'd like to return an in-store purchase through the mail, here's what to do:
- Print and fill out a return form.
- Package up your item(s) along with your filled-out return form and a copy of your original invoice.
- Address and ship your package to:
Outdoor Gear Exchange
Attn: Returns
37 Church Street
Burlington, VT 05401
You are responsible for the cost of shipping your return. Please ship your package using a trackable and insured method in case it goes missing or becomes damaged during delivery.
Proof of Purchase
A proof of purchase can include a paper receipt, printed invoice, order confirmation email, or online order number.
If you have a customer account in-store or online, our team can easily access your order history if you've misplaced your proof of purchase.
Finding Your Online Order Number
You can find your order number by looking at your order history, on the invoice packaged with your order, or in your order and shipping confirmation emails.
Return Shipping Fee Details
You are responsible for the cost of shipping your return to us.
We do make exceptions if we made an error with your order, such as shipping you the wrong item. If you believe we made a mistake with your order, contact our customer service team before you start your return and we can waive the cost of shipping it back to us.
How much will I be charged for return shipping?
For non-oversized items, we charge $7.00 (deducted from your refund) when you mail us your return using our pre-paid shipping labels.
If you placed an order using expedited shipping:
If you paid for expedited shipping with your order, your return's pre-paid shipping label will default to using the same expedited rate for your return. In this situation, contact our customer service team to get a non-expedited return shipping label or choose your own carrier for your return instead of using our returns portal.
Return Shipping Oversized Items
If you are shipping an oversized item back to us, $20.00 will be deducted from your refund when you mail it back to us using one of our pre-paid shipping labels.
- Some oversized items can't be shipped back to us using our returns portal/pre-paid shipping labels, including bikes, boats, and roof boxes. Please return these items in-store if possible, or contact our customer service team for more information.