At Pack Tent Gear, we stand behind our products with the same confidence we have in our gear when facing the wilderness. If your equipment doesn’t meet your expectations, we’ll make it right—just as we’d adjust our gear for changing trail conditions.

Our Return Promise

We accept returns and exchanges within 15 days of delivery. Your satisfaction is as important to us as a reliable shelter in a storm.

Return & Exchange Process

Step 1: Initiate Your Return

Contact our gear experts at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
Subject: Return Request – Order #[Your Order Number] Dear Pack Tent Gear Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Item(s) for return: [Product Name(s)] Reason: [Brief explanation] Please advise on next steps. Best regards, [Your Full Name] [Your Email Address]

Step 2: Receive Authorization

We’ll respond within 24 business hours with:

  • Return authorization number
  • Shipping instructions
  • Return address (our US warehouse)

Step 3: Ship Your Return

Pack items securely in original packaging with all tags attached—like preparing gear for storage after an expedition. Include:

  • Return authorization number
  • Copy of your invoice

Step 4: Processing

Once received, we’ll inspect items within 3-5 business days and notify you of approval status.

Refund Information

Approved refunds will be processed to your original payment method within:

  • Credit cards: 5-7 business days
  • PayPal: 3-5 business days

Note: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchange Process

For exchanges:

  1. Follow the standard return process
  2. Specify your desired replacement item
  3. We’ll ship the new item once the return is received
  4. Any price differences will be charged/refunded accordingly

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Knives & Tools: All cutting tools are final sale due to sharpening and safety concerns
  • Used Sleeping Bags & Pads: Items showing signs of use cannot be returned for hygiene reasons

Damaged or Defective Items

If your gear arrives damaged or defective, contact us immediately at [email protected] with photos of the issue. We’ll arrange a replacement or repair—no need to wait for inspection.

International Returns

For customers outside the US:

  • Return shipping costs are the customer’s responsibility
  • Customs fees/duties are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

Have questions about our return policy? Our gear experts are ready to assist at [email protected].

At Pack Tent Gear, we believe in standing by our products as firmly as we stand behind our commitment to customer satisfaction. Happy trails and happy returns!