Didn't fit right? Wrong color? Just not the one? We've got you.
Free returns within 30 days of delivery.
Three steps and you're done.
We've made returns about as simple as we know how.
Find your order
Enter your order number and the zip code you used at checkout. The portal pulls everything up automatically.
Pick what's coming back
Choose the items, tell us why, and decide if you want a refund, exchange, or store credit (with a 15% bonus).
Ship it or drop it off
Print your prepaid label, or bring it to our Dallas-Fort Worth store if you're local (and say hi while you're here!). Refunds usually land within 5 business days of receiving it.
Return & exchange portal
Look up your order, pick your items, and we'll handle the rest. No account needed.
Start Your Return or Exchange
You'll need your order number and the zip code you used at checkout.
Open return portalNeed a hand? If the portal can't find your order, double-check the order number and zip code you used at checkout. Or just reach out to our team and we'll find it for you.
Our return policy
No. 01Return Window
You have 30 days from the day your order is delivered to start a return or exchange. We track delivery from the carrier's confirmation, so you don't need to remember the exact date.
Items must be unworn, unwashed, and in their original condition with tags attached.
No. 02Free Return Shipping
Return shipping is free on every eligible order within the 30-day window. Print your prepaid label from the portal, drop it at any major carrier, and you're done.
- Refund to original payment — free
- Exchange — free, plus we ship the new item out for free too
- Store credit — free, with a 15% bonus on top of your return value
No. 03Oversized Item Exclusions
Some bulky products (large tents, certain hard goods, oversized equipment, and similar) ship via oversized carriers and are flagged as Oversized Item on the product page before you complete your order. The flat $40 return shipping fee that applies to these items is disclosed at the time of ordering, so you'll know upfront if your item qualifies.
If you later choose to return the item, the $40 return shipping fee will be deducted from your refund or store credit when your return is processed. The returns portal will surface this fee for you again when you start the return, so there are no surprises.
If your oversized item arrived damaged, defective, or as a result of our error, the $40 fee is waived and return shipping is on us. If you're unsure whether your item qualifies as oversized, or you have questions before placing an order or starting a return, please reach out — we'd rather talk it through with you first so you aren’t caught off guard!
For any of the above, please give us a call or email us!
No. 04In-Store Returns
Skip the box. Bring your online order — and your packing slip or order confirmation email — to our Dallas-Fort Worth store during regular hours. Our team will take care of the return on the spot, and refunds usually post within 1–3 business days.
In-store returns are accepted for the full 30-day window, including most oversized items.
No. 05Final Sale & Non-Returnable
The following items can't be returned for safety or hygiene reasons:
- Worn or used base layers, socks, and swimwear
- Climbing soft goods (ropes, slings, harnesses) once removed from packaging
- Avalanche safety equipment that has been deployed or activated
- Gift cards and digital products
- Items marked Final Sale at checkout
If something arrives damaged or defective, that's a different conversation — reach out within 7 days of delivery and we'll make it right.
No. 06Refunds & Timing
Once we receive your return, we inspect it within 1–2 business days and issue your refund. Most refunds appear on your original payment method within 3–5 business days after that.
Store credit and exchanges are issued the same day we receive your return.
Reach out for anything you need.
Whether it's a return, a sizing question, or a "did this even ship," we're here.
Stuff we get asked often.
Nope. Just your order number and the zip code you used at checkout. The portal pulls everything up automatically.
Once we receive your return, we inspect it within 1–2 business days. Refunds to your original payment method post 3–5 business days after that. Store credit and exchanges are usually issued the same day we receive your return.
Yes, we'll issue store credit to whoever's returning the item. Use the portal and select 'I received this as a gift' when prompted.
Email hospitality@mountainsports.com within 7 days of delivery with a couple photos. We'll get it sorted for you as quickly as possible. You can also process a damaged item return in the returns portal. Have a photo of the original shipping box and a photo of the product with the tags still on ready to upload to the returns portal.
Reach out anyway. We're not robots and we'd rather help than turn you away. We will work with you on the best solution.
Absolutely, but please call our team first at (817) 555-0188 so we can arrange freight pickup or coordinate an in-store swap at our Dallas-Fort Worth store. We only sell kayaks locally, so you can just pop back into the store if there is an issue.
