Returns & Exchanges

Last Updated: October 26, 2023

At Gear Head Outfitters, we’re committed to equipping you with gear that performs as hard as you do. We stand behind the quality of our Trail Running Shoes, Tents, Jackets, and all our premium outdoor apparel. However, we understand that sometimes a product might not be the perfect fit for your needs.

This policy is designed to be as straightforward and reliable as our gear. Please review the information below to understand our process.

1. The Essentials: Timeframe & Condition

• Return/Exchange Window: You have 15 days from the date you receive your item to initiate a return or exchange.
• Item Condition: Items must be unused, unwashed, and in their original packaging with all tags attached. For footwear, please try them on indoors only.
• Proof of Purchase: Your order number or confirmation email is required.

2. Step-by-Step Return & Exchange Process

1. Initiate Your Request: Email our support team at [email protected] within the 15-day window. Use the template below to ensure we have all necessary information.
2. Receive Instructions: Our team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and prepaid return shipping instructions (for eligible returns).
3. Ship Your Item: Securely pack the item(s) with the RMA number clearly visible on the outside of the package. Use the provided return label.
4. Inspection & Processing: Once received at our Denver warehouse, our team will inspect the item(s). You will be notified via email once processing is complete.

3. Return Request Email Template

Copy and paste the template below into an email to [email protected] to streamline your request.

4. Refunds: Timing & Method

• Processing Time: After we receive and inspect your return, refunds are processed within 5-7 business days.
• Refund Method: Your refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). Please note that depending on your financial institution, it may take an additional 3-10 business days for the refund to post to your account.
• Exchanges: For size or color exchanges, we will ship the new item once the return is received and processed. If the exchange item is of higher value, you will be invoiced for the difference.
• Shipping Costs: Original shipping fees are non-refundable. For exchanges due to our error, we will cover all shipping costs.

5. Non-Returnable Items

To ensure the safety and hygiene of all our adventurers, the following items cannot be returned or exchanged unless they arrive defective or damaged:

• Footwear (Road Running Shoes, Trail Running Shoes, Footwear by Brand): If the soles show signs of outdoor wear or are soiled.
• Sleep Systems & Camp Kitchen Items: For obvious hygiene reasons, items intended for sleep or direct food contact that have been opened or used cannot be returned.
• Final Sale Items: Any item marked as “Final Sale” at the time of purchase.
• Personalized or Customized Gear.

If you receive a defective or incorrect item, contact us immediately at [email protected] with photos, and we will resolve it promptly.

6. International Returns (Outside the U.S.)

As a global outfitter serving adventurers worldwide (excluding select regions in Asia and remote areas), we accept international returns. The process is the same, but please note:

• You are responsible for any return shipping costs and applicable customs duties for the return shipment unless the return is due to our error.
• Refunds will be issued in U.S. Dollars (USD). Your financial institution will determine the final amount in your local currency.