Moosejaw Return Policy
MOOSEJAW’S RETURN and EXCHANGE POLICY
The Best Topics (click to learn more)
- Return & Exchange Policy
- How to Return & Exchange a Product
- MJ Reward Dollars Orders
- Orders with Free Gifts Included
- Jet, eBay, or PayPal Orders
- International Orders
- Click to Create a Prepaid UPS Return Label
LIFETIME RETURN & EXCHANGE POLICY
Get this – if you find it cheaper, we also price match. Click for details: Moosejaw’s Epic Price Match Policy.
If you aren’t thrilled with your purchase, you can return most items for an exchange or refund at any time as long as it’s still in “sellable condition.” This means, the item should be unworn (aside from trying it on), unwashed, devoid of any stains, scuffs, tears, or mysterious smells, and needs to be in its original packaging with the manufacturer tags. All electronic items, except for drones, must be returned within 30 days of receipt. Items such as drones and rooftop tents must be returned within 15 days of receipt. If you’re returning a pair of shoes or boots, we need the shoe box back, too. Please DO NOT treat the shoe box as the shipping box. The box we shipped with will be perfect because we like to reuse and recycle. If you use the shoe box as the shipping box, we will not be able to accept the return and won’t be able to issue a refund- see “sellable condition”. Sorry for being so mean about it.
Items that are not in sellable condition because they have been worn or items damaged due to improper use will not be accepted for return or exchange. Final sale items that cannot be returned include, but are not limited to: gift cards, food items, and load-bearing climbing equipment (harnesses, ropes, supportive hardware including carabiners and cams, and packages containing load-bearing products).
Returns are credited to the original payment method, unless received more than 60 days after the purchase date. Returns received after 60 days are reimbursed via Moosejaw eGift Card, which is sent to the email associated with your order. If your order contains Moosejaw Reward Dollars, the used portion of Reward Dollars will be credited to your account first. Any remaining credit will then be distributed to the original payment method.
Oh yeah – proof of purchase is required for all returns or exchanges. A receipt, packing slip, or anything referencing your order number will work, and no return merchandise authorization is necessary.
If you’re unsure about clothing size or a gear feature, we’re available to answer all your questions and offer advice. We love to try out tents and test-drive sleeping bags for our customers. My Mean Boss thinks I’m just napping on the job, but I’m totes analyzing baffling and down loft.
HOW TO RETURN & EXCHANGE A PRODUCT(S)
You can either bring your product(s) and invoice to a Moosejaw shop or you can mail the product(s) back to us. To mail the product(s) back to us, simply click the link below to create a new prepaid UPS Ground return label. This offer is available to U.S. customers only, with restrictions to some Alaska residents due to the address location being outside of the UPS service area. Make sure any existing labels are covered and take to your local UPS location. A $7.95 shipping cost will be deducted from your refund. Shipping and processing your return will take 10-15 days. Once processed, we’ll send you a fancy Return Confirmation Email. Your credit card company may take another 2-5 business days to process. So we’re talking about 12-22 days from the time you ship your return until it shows on your credit card.
A return or exchange may not be processed if your Moosejaw Rewards account is not in a positive standing, or processing the return or exchange puts your account into a negative standing.
CLICK HERE TO CREATE A NEW PREPAID UPS RETURN LABEL
If you don’t want to use our prepaid UPS return label or if you live outside the contiguous U.S., you can mail the product(s) back to us using the carrier of your choice. Address the package to:
Moosejaw Returns/Exchanges
1500 East Avis Drive
Madison Heights, MI 48071
Make sure to send it prepaid (no CODs allowed), and get tracking information for your package since you are responsible for it until we receive the goods.
Old-School Exchange
You’re welcome to send back the original product (in sellable condition) along with a request for a different product. There is no guarantee that the product you want will still be in stock by the time we receive your exchange request. I’m also supposed to tell you that proof of purchase is required for all exchanges. Simply leave a note with all the necessary information (item name, color, and size) in the package so we can get you the correct item. We will process the exchange in 1-3 business days once we receive the original product and exchange request. If the item you are requesting as an exchange is no longer available, we will contact you immediately. As a reminder, gift cards and food items, as well as load-bearing climbing equipment, like harnesses or carabiners, or pretty much anything that you would use when climbing (think Cliffhanger), are final sale and cannot be returned or exchanged.
To ensure that you get the new product faster and while it’s still in stock, call us at 877-666-7352 to place your exchange order, or simply create a new order at Moosejaw.com. Then, send the original product(s) back to us for a refund. Keep in mind that you will be charged for both items until the original is returned to us in sellable condition.