Our Return Policy
If you have already sent a return in and have not heard back from us, we have not received it and will not be able to do so until we get the all-clear from the Governor. If you are looking to return something, we will not be able to take or process that return at this time. In all cases, return windows will be extended until 30 days following our reopening. Please subscribe to our newsletter for regular updates on when that will be.
Thank you for your understanding - we look forward to resuming online and instore operations as soon as possible.
We try hard to have a complete selection and great prices, but most importantly, we want you to be totally satisfied with your purchase. As such, almost all of our products can be returned for a full refund of the ticket price within 90 days of purchase, no questions asked, provided they are still in new condition with the original packaging. Consignment items, climbing gear, and mounted skis are a special situation. Please see below for our specific safety related return policies.
If products are returned used, damaged, or without their packaging we reserve the right to charge a restocking/refurbishment fee to make the product salable again or, in rare cases, refuse the return all together. For footwear (including climbing shoes) we recommend wearing new shoes and boots around your house until you are sure the fit is correct. Once shoes have been worn outside or show wear they will no longer be returnable for a refund to the method of payment.
We do not pay for return shipping. However, if we have made an error in the shipment (shipped the wrong product or a defective product) that requires a return or exchange we will issue a return shipping label to get the product back and ship the replacement for free.
We can provide return shipping labels, but we would deduct the cost of the label from the refund.
Returns will be processed within 3-5 days of arriving at our Burlington, VT location. Due to current events, there may be delays with shipping and processing returns.
During our temporary COVID-19 closure we will be unable to receive inbound shipments so please DO NOT SEND YOUR RETURNS IN AS LONG AS THIS NOTICE IS UP. Please click here to sign up for our newsletter where we will list any updates to our closure policies.
Our Satisfaction Guarantee
At Outdoor Gear Exchange, we believe quality gear means quality experiences. Because the performance of your gear is important, if you feel your purchase is not meeting the expectations for which it is designed or that it is not performing in the manner intended, exchange lightly used or dirty items within 30 days for the full purchase price towards store credit. We will accept brand new, complete items still in their packaging up to 90 days after purchase for a full refund.
This policy is in place to ensure satisfaction with your purchase and encourage you to get out and use your new gear! We stand behind the gear we sell and if within the 30 day period of use you are not satisfied, we will continue to work with you to make sure you have the right gear you need to take you on your next adventure.
Read below for more information about our policy regarding technical climbing gear and mounted skis.
Consignment items can only be returned within 7 days of purchase. If you need to return a consignment item by mail, it must ship within 7 days of purchase, and you will need to call 888-547-4327 to obtain an exception.
Climbing Gear & Mounted Ski Policy
In order to protect the safety of all of our customers the sale of all technical climbing equipment is final. This includes, but is not limited to, carabiners, protection, and ropes. Please be sure of the items you are purchasing before submitting your order. This is especially true in the case of gifts. If there is any doubt, we recommend a gift certificate instead of specialized climbing equipment. Helmets and harnesses may be exchanged for fit and sizing reasons only. They must be returned in new condition with all tags and packaging within 30 days of purchase. Thank you for your understanding in this matter, as we want to ensure everyone's safety.
Mounted skis that have been shipped may be returned in brand new condition for store credit towards another pair of mounted skis within 30 days of purchase. We reserve the right to refuse returns due to damaged or missing product.
Refused Deliveries and Returned International Shipments
Customers are responsible for any duties, tariffs, or other fees associated with the crossing of an international border on refused international shipments.
Refused orders that originally qualified for free shipping under our policy (domestic or international) will have any associated shipping fees deducted from the value of the return upon receipt and processing of the refused order unless otherwise waived by a customer service agent.