Returns and Exchanges

Unused items purchased at full-price that are in original condition with all original tags, parts, pieces, and a valid receipt may be returned within 30 days for a full refund.

Sale items that are in original condition with all original tags, parts, pieces, and a valid receipt may be exchanged or returned within 30 days for in-store credit only.

All returns and exchanges must be made in-store only.

Exclusions apply, see below for details.

 

EXCLUSIONS
The following cannot be returned under any circumstance:

  • Weight bearing climbing and safety equipment
  • Skis and/or bindings that have been mounted are considered used and cannot be returned
  • Ski boots that have been skied or molded and/or modified cannot be returned
  • Any equipment that comes with a safety information booklet cannot be returned without the booklet
  • Climbing skins that have been trimmed
  • Undergarments
  • Clearance items and equipment that was purchased used
  • Used water filters
  • Fuel
  • Food items
  • Gift Cards

 

ONLINE ORDER RETURNS/EXCHANGES
In-store pickup orders can only be returned in-store, they cannot be shipped back to us. 
Direct exchanges are not possible at this time. To exchange an item, the original item must be returned and the new item must be purchased separately.
Refunds for returns will be processed within 2-4 business days. 
A copy of the invoice or order confirmation email must be included with all online order returns.
For all online order inquiries: email orders@mountainshop.net. Allow up to 24 business hours for our response.
The ecommerce department is closed Sundays and Mondays.

 

Online Orders

Online orders are available for in-store pickup only at 1205 NE 33rd Ave, Portland, Oregon.
We may be able to offer shipping upon request. Email orders@mountainshop.net or fill out the contact form.
Pickup orders will typically be ready within 24hrs. Customers will receive an email when their order is ready. We can’t guarantee that your order will be ready if you arrive before you receive your pickup confirmation email. 
We can hold pickup orders for 10 days before they are restocked and refunded. 
Customers will need their ID to pick up their order. 
For all online order inquiries email orders@mountainshop.net. Allow up to 24 business hours for our response.
The ecommerce department is closed Sundays and Mondays.

 

Discount Exclusions

  • Feathered Friends 
  • Enlightened Equipment
  • Hestra
  • Montane 
  • Dyneema Shelters
  • Hilleberg 
  • Totem Cams

 

Rental Policies

Renters must be 18 or older to sign the rental waiver, or have a parent or guardian present to sign the waiver for them. 
Renters are responsible for lost, stolen, and damaged equipment and will be charged replacement or repair fees at the discretion of our shop and rental team.
Rental equipment returned later than the agreed upon return date will incur additional daily charges for each day late.
Rentals can only be paid for via credit card. 

 

Customer Service

For help with in-store services contact answers@mountainshop.net, call (503) 288-6768, or fill out our general contact form.
For help with online orders or any ecommerce questions contact the ecommerce department at orders@mountainshop.net or fill out the ecommerce contact form. Allow up to 24 business hours for our response. The ecommerce department is closed Sundays and Mondays.