Returns policies

Summary

Backcountry
Moosejaw

Returns policy for Backcountry

We guarantee your total satisfaction and offer a world-class returns policy. New, unused gear can be returned at any time for a full refund. Used gear must be returned within 30 days of delivery for store credit.

- New, unused gear must be returned in the condition you received it and with the original box and/or packaging, including manufacturer tags where applicable.

- Used gear, bikes, or bike frames not damaged due to abuse will be issued store credit in the form of credits applied to your Backcountry account. We will not accept the return of products damaged due to abuse.

If you feel that your gear is eligible for a warranty evaluation by the manufacturer due to defect in its materials or workmanship, contact our Warranty Department.

Warranty Contacts

General Requests: warranty@backcountry.com
Bike: warrantybike@backcountry.com

To help expedite your warranty request, please provide as much detail as possible in your email. Include the order number, purchase date, item brand and description, and a picture of the defect.

EXCHANGES AND RETURN NUMBERS (RMAs)

Sometimes you need to exchange a product for something else - it happens. Exchanges on Backcountry only require a few minutes and an RMA (Return Merchandise Authorization) number. You can create an RMA from an order in your Order History [www.backcountry.com/store/order_history.html] or contact a Gearhead to help you make one.

The fastest way to exchange a product is to return your original purchase and place a new order at the same time. Immediately placing a new order ensures that you’ll get the new product quickly and that it won’t go out of stock while you wait for an exchange. Just make an RMA, place a new order, and return your original item. You’ll receive a full refund for items returned in new, unused condition and store credit (issued in the form of credits applied to your account) for the return of used product. Refunds and credits are issued as soon as your return is received by our Returns Department. Call or chat with a Gearhead in our Customer Services Department if you’d prefer to make an exchange without setting up a new order.

RETURNS SHIPPING

With a Prepaid Label

To make shipping a return even easier, we offer a flat-rate $6.99 UPS shipping label for eligible U.S. customers returning products that don’t need to ship freight.* You’ll have the option to print this label after creating an RMA number for a return or exchange, or you can receive the label in an email after a Gearhead generates an RMA for you. Print your label, tape it to the outside of your return package, and drop it off at a UPS store at your convenience. The $6.99 price for the label will be deducted from the refund or credits issued for the return of your new or used items.

*Products required to ship freight may include: kayaks, surfboards, SUP boards, cargo boxes, car racks, indoor cycles, and more.

Without a Prepaid Label

To return products without a $6.99 UPS label:

- Create an RMA from your Order History or contact a Gearhead to have one created for you.
- Fill out the information requested on the sales receipt that arrived with your purchase. This receipt also serves as paperwork necessary for your return. Include the RMA and drop this receipt in your return package.
- Write the RMA on the outside of your package.
- Ship your return to this address:

Backcountry.com Returns Department
2607 South 3200 West, Suite A
West Valley City, UT 84119

It takes 3–5 business days to process a return after it arrives at our distribution center. You’ll receive an email confirmation when your return is received.


Returns policy for Moosejaw

What is your return policy?

If you aren't thrilled with your purchase, you can return it at any time as long as it's still in "sellable condition" which means that the item should be unworn (aside from trying it on), unwashed, and devoid of any stains, scuffs, tears, or mysterious smells. Returns are credited to the original payment method, unless received more than 6 months after the purchase date. Returns received after 6 months are reimbursed via Moosejaw eGift Card, which is emailed to you once your return has been processed. 

Gift Cards, food items, load-bearing climbing & safety equipment (like harnesses, carabiners, or pretty much anything that you would use when climbing- think Cliffhanger) are final sale and cannot be returned. So, if you don't like your climbing stuff, just hang it on your wall to impress your friends, and if you don't want your gift card, you can use it to try to break into locked rooms like they do in the movies. That may or may not actually work. 

Oh yeah - proof of purchase is required for all returns. A receipt, packing slip, or anything referencing your order number will work, and no return merchandise authorization is necessary. If you're returning a pair of shoes or boots, we need the box back, too. Also, please don't treat the shoe box as the shipping box; wrap it in brown paper or put it in another box before you stick the return label on. If you fail to follow these directions, we will not be able to accept the return and won't issue a refund. Sorry for being so mean about it. If you still have any questions about our return policy, visit our Lifetime Returns page for more details or hop on Live Chat.