At Pack Tent Gear, we understand that reliable gear is as essential to your adventure as a sturdy tent in a storm. That’s why we’ve designed our shipping and returns process to be as straightforward as navigating with a trusted compass.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Includes tracking and insurance
  • Free Shipping (Orders $50+):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Basic tracking included

Note: We currently ship worldwide except to certain Asian countries and remote regions. Delivery times may vary based on destination and customs processing.

Returns & Exchanges

We stand behind our gear like we stand behind our campfire in bear country. If you’re not completely satisfied, we’ll make it right.

Return Policy Overview

  • Return window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all tags attached
  • Original shipping costs: Non-refundable
  • Return shipping: Customer’s responsibility (unless due to our error)

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

Step-by-Step Return Process

Step 1: Initiate Your Return

Email our gear experts at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return

Sample Email:

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

Exchange Process

For exchanges:

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

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
  • 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!

Pack Tent Gear Sales Store
2771 Rebecca Street, Lincolnshire, US 60069
[email protected]