At Gear Head Outfitters, we’re committed to more than just selling gear—we’re your partners in adventure. Based in Denver, Colorado, we understand that reliable equipment and transparent service are the bedrock of every great journey. This page details our straightforward shipping and returns policies, designed with the same performance-driven ethos as our products.
Our Shipping Policy: Gear to Your Door, Wherever You Are
We ship globally to adventurers worldwide (excluding select regions in Asia and remote areas), ensuring your Trail Running Shoes, Jackets, Tents, and Activewear reach you efficiently and securely.
Order Processing & Delivery Timelines
- Order Processing: All orders are processed within 1-2 business days from our Denver warehouse.
- Shipping Methods & Estimated Delivery:
- Standard Shipping (Fee: $12.95): Shipped via DHL or FedEx. Delivery typically occurs within 10-15 business days after shipment.
- Free Shipping: Available on orders over $50, shipped via EMS. Delivery typically occurs within 15-25 business days after shipment.
- Secure Transactions: All payments are processed using 256-bit SSL encryption. We accept Visa, MasterCard, JCB, and PayPal.
Pro Tip: For the fastest delivery, choose our Standard Shipping option with DHL/FedEx. Track your order via the link provided in your shipment confirmation email.
Our Returns & Exchanges Philosophy
We stand behind the quality of our premium outdoor apparel and gear. However, we know that sometimes a product might not be the perfect fit for your needs. Our returns process is designed to be as clear, secure, and respectful of your time as our gear is of your adventure.
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 (including Road Running Shoes and Trail Running Shoes), please try them on indoors only. Items with soiled or worn soles cannot be accepted.
- Proof of Purchase: Your order number or confirmation email is required.
Step-by-Step Return & Exchange Process
- Initiate Your Request: Email our support team at [email protected] within the 15-day window. Use the template below for clarity.
- Receive Instructions: Our Denver-based team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and prepaid return shipping instructions (for eligible returns).
- Ship Your Item: Securely pack the item(s) with the RMA number clearly visible on the outside. Use the provided return label.
- Inspection & Processing: Once received at our warehouse, our team will inspect the item(s). You will be notified via email once processing is complete.
Return Request Email Template
Copy and paste the following into an email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Gear Head Outfitters Team,
I would like to request a [Return / Exchange] for my recent order.
Order Number: #[Insert Your Order Number]
Order Date: [Insert Order Date]
Item(s) for Return/Exchange:
– [Product Name, e.g., Men’s Activewear Jacket]
– Size: [Size]
– Color: [Color]
– Reason: [e.g., Size doesn’t fit, Product not as expected]
Please advise on the next steps.
Best regards,
[Your Full Name]
[Your Shipping Address]
[Your Email Address]
[Your Phone Number – Optional]
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).
- Bank Processing: 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 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.
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) that show signs of outdoor wear or have soiled soles.
- Sleep Systems & Camp Kitchen Items (e.g., from our Sleep and Camp Kitchen categories) that have been opened or used, for hygiene reasons.
- 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.
International Returns (Outside the U.S.)
The process is the same, but please note:
- You are responsible for any return shipping costs and applicable customs duties unless the return is due to our error.
- Refunds are issued in U.S. Dollars (USD). Your financial institution will determine the final amount in your local currency.
Need Help? Contact Our Denver Crew
We’re here to help you get back to your adventure. For any questions about returns, exchanges, or shipping:
Gear Head Outfitters
Attn: Returns Department
3748 Shobe Lane, Denver, CO 80203, USA
Email: [email protected]
We strive to respond to all inquiries within 1-2 business days.