At Outdoor Essentials Shop, we stand behind our adventure gear with the same confidence we have in our own equipment when tackling challenging terrain. If your purchase doesn’t meet your expectations, we’ll make it right—because your satisfaction is as important as reliable gear when you’re out in the wild.

Our Return & Exchange Commitment

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In original, unused condition with all tags attached
  • In original packaging with all accessories included
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Belay Devices & Carabiners (safety equipment must remain sealed)
  • Chalk & Chalk Bags (hygiene reasons)
  • Base Layers (worn next to skin)
  • Personalized or custom-made items

Note: These exceptions align with our commitment to safety and quality, much like our careful selection of climbing gear.

How to Initiate a Return or Exchange

Follow these steps to return your adventure gear:

  1. Contact us within 15 days of receiving your order at [email protected] with your request
  2. Complete the Return Request Form (template provided below)
  3. Wait for approval – we’ll email you a Return Authorization Number (RAN) within 2 business days
  4. Package your item securely in the original packaging
  5. Ship your return to our Louisville facility (address below) using a trackable method

Return Request Form Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Outdoor Essentials Shop Team, I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]: – Product Name: – Quantity: – Reason for return/exchange: [For exchanges, please specify the desired replacement item:] My preferred resolution is: [ ] Refund to original payment method [ ] Store credit [ ] Exchange for [item name] I confirm the item(s) are in original condition with all tags and packaging. Thank you, [Your Full Name] [Your Contact Information]

Refund Process

Once we receive and inspect your returned item(s):

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timeline:
    • Credit card refunds: 5-10 business days to appear on your statement
    • PayPal refunds: 3-5 business days
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. Clearly indicate your desired replacement item
  3. We’ll ship the new item once we process your return
  4. You’ll be responsible for any price difference

Expedited shipping options are available for exchanges at additional cost.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Return Address

Outdoor Essentials Shop
Returns Department
3004 Heliport Loop
Louisville, US 40202

Please include your RAN clearly on the package exterior.

Damaged or Defective Items

If your adventure gear arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect and packaging
  • We’ll arrange a prepaid return label if needed
  • Expect expedited processing for these cases

Questions?

Our adventure-ready support team is here to help with any return questions. Contact us at [email protected] and we’ll respond within 24-48 hours.

At Outdoor Essentials Shop, we handle returns with the same attention to detail we apply to selecting our climbing gear—because your satisfaction is the summit we’re always striving to reach.