Returns and Exchanges

Unused items in original condition with all original tags, parts, pieces, and a valid receipt may be returned within 30 days for a full refund.
Other exclusions apply, see below for details.

EXCLUSIONS
Weight bearing climbing and safety equipment cannot be returned under any circumstances
Skis and/or bindings that have been mounted are considered used and cannot be returned
Skins cannot be returned after being trimmed
Any equipment that comes with a safety information booklet cannot be returned without the booklet
Undergarments cannot be returned for any reason
Equipment that was purchased used 
Clearance items
Used water filters
Fuel
Food items
Gift Cards

SKI BOOT RETURNS
Downhill, alpine touring, and tele ski boots purchased online may be returned UNUSED and will incur a 20% restocking fee.
We may accept returns of ski boots that have been used once and are in like-new condition if the customer makes a boot fitting appointment to allow us to attempt to address any issues.   
Restocking fees may be waived for customers who make a boot fitting appointment BEFORE using the boots and choose to return or exchange at the time of the appointment. 
Restocking fees may also be waived for customers who used their boots once after an initial boot fitting appointment and have made a second appointment to address any issues. 
Boot modification fees will still apply.
For information about boot service fees, our in-store only Boot Fit Guarantee, and to book an appointment, see our Boot Fit Services page.

MOUNTAINEERING BOOT RETURNS
Mountaineering boots purchased online may be returned UNUSED and will incur a 20% restocking fee.
Restocking fees will be waived for in-store-pickup customers who choose to return their boots at the time of pickup. However, once the boots leave the building they are subject to the 20% restocking fee.

ONLINE ORDER RETURNS/EXCHANGES
Online order returns via shipping need to be initiated prior to return by emailing orders@mountainshop.net
All shipped returns must be packaged properly to avoid damage. Items damaged in shipping that were not packaged appropriately will either incur a fee or will be sent back without refund at the discretion of the ecommerce department. 
We do not provide free return shipping labels for standard returns. Customers are responsible for all return shipping costs and may choose their preferred carrier. 
Original outgoing shipping fees are non-refundable. 
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 as a new order. All other applicable policies still apply. 
We cannot issue refunds for returns that were lost in transit or did not make it back to our facility for any reason.
Refunds for returns will be processed within 24 hours of the items arrival. 
A printed 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

 

Shipping Policies

Online orders will be shipped within 1-3 days.
All orders will receive tracking information.
We are not responsible for packages after they ship including damaged, lost, stolen, or delayed shipments.
For all online order inquiries email orders@mountainshop.net

 

In-Store Pickup

In-store pickup orders will typically be ready within 24hrs. Customers will receive an email when their order is ready.
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

 

Discount Exclusions

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

 

Boot Fitting Policies

For all of our boot fitting policies, our in-house Boot Fit Guarantee, and to make an appointment, see our Boot Fit Services page.

 

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. 

 

Tune Shop Policies

Appointments must be paid for at the time of booking.
Cancellations are accepted up until the time of appointment for a full refund.
No-shows will not be refunded under any circumstances, but can be credited to their in-store account for any future shop service.

 

Customer Service

For help with in-store services contact answers@mountainshop.net or (503) 288-6768 or fill out our contact form.
For help with online orders or any ecommerce assistance contact the ecommerce department at orders@mountainshop.net