Need To Send It Back?
Returning An Item Is Easy!

Last Modified: October 22, 2024 

Returns, Exchanges, Store Credits, and Warranty Information

Need a different size? Product didn’t work out? Found your sunglasses after ordering a replacement? Backcountry’s got you covered. Read on for all you need to know about returns, exchanges, store credits, and warranties.

RETURN REQUIREMENTS FOR ONLINE AND STORE PURCHASES

As of July 1, 2024, we updated our return policy to the policy outlined below. We reserve the right to update our return policy at any time in our discretion and without prior notice. The return policy applicable to any given return shall be the return policy in effect at the time of the return, and not the return policy in effect at the time of purchase. 

Unused gear can be returned within 90 days of delivery, with proof of purchase, for a full refund to your original method of payment. Unused gear must be returned in the condition you received it and with the original box and/or packaging, including manufacturer tags where the item was shipped with such manufacturer tags attached or otherwise affixed. If the original method of payment is unavailable, we will issue your refund in the form of store credit.

For assistance, please reach out to our Gearheads via phone, live chat, or email.

Used, undamaged gear must be returned within 30 days of delivery, with proof of purchase, and may only be refunded in the form of store credit. We will not accept the return of products that are dirty or damaged due to ordinary wear and tear, improper use, or accidents or that appear to have been used in any way.

Products purchased at one of our stores must be returned to a store.
We cannot accept the return of products purchased at one of our stores through our mail-in returns process. You can return an item to any of our stores—it doesn’t have to be to the same store where you made the purchase.

Proof of purchase includes a paper receipt, electronic receipt, or order number. Our Gearhead customer service team may request certain customer information to process a return at a store. For returns by mail, Backcountry can validate proof of purchase utilizing the Return Merchandise Authorization (RMA) number.

If we detect a pattern of fraudulent returns and/or chargebacks, we reserve the right to refuse processing of any future orders and to charge your credit card on file for the original order resulting in the fraudulent return/chargeback.

RETURNS TO A STORE

Products eligible for return can be brought to any of our retail stores with proof of purchase, regardless of whether you bought the product online, in a store, or by phone. Bring your item with its original product packaging and tags (if applicable), along with proof of purchase, to the checkout counter at any retail location.

Please note: Purchases of $500 or more made with cash will be refunded by store credit or by check.

RETURNS BY MAIL

Follow three steps:

1. Get an RMA number (Return Merchandise Authorization) under the “Order History” tab of your Account or by contacting a Gearhead (call 1-800-409-4502 or chat online anytime)
2. Repackage your gear. Be sure to include the RMA number and order number in the return package!
3. Send off your return using a carrier of your choice or at a FedEx drop-off location when using the flat rate label that you can request after obtaining your RMA under “Order History.”

Take the time to package your returns carefully. It’s your responsibility to pay costs related to the repair of returned items damaged during shipping due to improper packaging. You acknowledge and agree that your credit card on file will be charged for any such costs.

We cannot accept returns by mail of products purchased at a store.

We cannot accept returns of certain products containing hazardous materials through the mail.
These products may include certain powered coolers and portable generators. If you need to return a product containing hazardous materials, you may physically return it to a retail store. You may also work directly with a shipping professional to meet any shipping conditions required to return the product by mail. Items classified as hazardous material may be subject to special labeling and/or handling requirements when shipped. Any restrictions on returns will be indicated on the Product Purchase Page.

We cannot accept returns or exchanges of items that are marked "final sale," "clearance," "as is," or "made-to-order.” All items that are not eligible for return or exchange will be marked as such on the Product Purchase Page and at every relevant step of the purchase process.

If we receive an item that we determine is not eligible for a refund or exchange under our policy, in addition to not issuing the refund or processing the exchange, we reserve the right not to ship this item back to you depending on factors such as the item’s size and condition.

How to return something using a flat rate shipping label: We offer a flat rate $6.99 FedEx shipping label for eligible customers within the contiguous U.S. who are returning products that don’t ship freight. You can either print this label after requesting a return from the Order History in your Account profile, or you can request that a Gearhead email you the label. The $6.99 price for the flat rate label will be deducted from the refund or store credit issued for your return. The price of the flat rate label may vary during promotional periods.

Please note that this return process (using a flat rate shipping label) does not apply to items that ship outside the contiguous U.S. or to items that ship freight, which include, but are not limited to, kayaks, surfboards, SUP boards, cargo boxes, car racks, indoor bikes, and more. For any of these items, please call or chat with a Gearhead to set up your return and determine your shipping cost. If you attempt to ship freight items using the flat rate shipping label, you acknowledge and agree that your card on file will be charged for any difference in shipping cost between the flat rate FedEx shipping label and the actual shipping cost of the item once the item is received.

How to return something using a carrier of your choice:

• From your account, select “Order History,” identify the product you wish to return, and select, “Return this Product.” You’ll be taken to a screen with the RMA number and your order number. You can also contact a Gearhead to create an RMA number for you.
• Include both the order number and the RMA number on a piece of paper on the inside of the package with your returned product. Please write legibly to avoid a delay in processing your return.
• Write the RMA number on the outside of your shipping container (i.e., a box or shipping bag), and ensure all shipping labels are on the outside of the container as well.
• Ship your return to: Backcountry.com Returns Department, 2607 South 3200 West, Suite A, West Valley City, UT 84119, or
• Backcountry.com Returns Department, 295 Technology Drive, Christiansburg, VA 24073-7383

EXCHANGES

The fastest way to exchange a product is to return your original purchase following the instructions above and then place a new order. 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.

Call or chat with a Gearhead if you’d prefer to make an exchange without setting up a new order.

STORE CREDITS

Store credits issued for returned products will expire one year from the date of issuance. All other store credits expire 90 days from issuance, including credits issued by a Gearhead or as part of a promotion.

EXPEDITION PERKS

If any Expedition Perks rewards were applied toward an order that you have returned, those rewards will not be refunded to your account. You will be credited back the value of the order, excluding any rewards applied. For example, if a $100 item was purchased and $20 in rewards were applied, you will receive a credit to your original form of payment for $80.

WARRANTY CLAIMS

We are happy to help you with manufacturer defects or warranty replacements. Please email warranty@backcountry.com for general warranty issues, or warrantybike@backcountry.com for issues with bikes, bike frames, or bike accessories. Please make sure your email includes the following information:

• Order number, purchase date, product brand, and a brief description of the issue. Most importantly, please attach photos of the item, including the defect. Warranty requests must include pictures of the defect in order to be processed.
• Depending on the product, Backcountry may be able to help you directly or may need to connect you with the vendor directly.
  If you find a warranty issue within 30 days of purchase, contact a Gearhead for store credit or product exchange.

Some brands we carry prefer to handle warranty issues directly. Please contact the brand directly if you have a warranty issue with products from one of the following:

Brands That Handle Warranties Directly:

• Patagonia
• Marmot
• The North Face
• Osprey
• Arc'teryx
• Mountain Hardwear
• Ortovox
• Outdoor Research
• Smartwool
• Black Diamond
• Big Agnes
• CamelBak
• Canada Goose
• Sorel
• Smith
• Thule
• Keen
• Rab
• Red Wing
• La Sportiva
• Vans
• Hoka
• NEMO Equipment
• Flylow

This list is not exhaustive and references just some of the brands that handle warranties directly.