Thank you for shopping with Gearhead Outfitters and Rock/Creek Outfitters. We are committed to selling premium products of excellent quality. However, if for any reason you are not completely satisfied with your online purchase, simply follow our guidelines below for a full refund.
• Include the packing slip that came with the order, or any email correspondence that has your order number. If there is no paperwork in the package, we cannot confirm the order information and will not be able to process your return.
• The item must be in the original new, unused, unworn, unaltered condition in which you received it, including original packaging and tags - no smoke odors or stains.
• If you are returning SHOES, you must use a different shipping box, not the shoe box itself, to ship your return. If we receive the shoe box taped up as the shipping package, your order will no longer be eligible for a full refund.
• Orders returned within 30 days of purchase are eligible for a full refund.
*All clearance merchandise is final sale. We will not accept returns or refunds for items marked as clearance online, as noted on the product page.
Climbing Equipment: Gearhead Outfitters and Rock Creek want you to enjoy our products safely. To keep our customers as safe as possible, our climbing products cannot be re-sold. Therefore, Gearhead Outfitters and Rock Creek cannot accept returns for any climbing equipment that is used to bear weight, including but not limited to harnesses, belay devices, ropes and carabiners. If you have any questions about whether the climbing equipment that you've purchased is returnable, please contact us via email at email@example.com.
mailing your return
Fill out the bottom portion of the packing slip you received with your package explaining your reason for return and which items are being returned. If you have lost this packing slip, please fill out and include our Return Order Form in the package you ship back to us so we can refund your order.
Online order returns can be shipped back to us using our Return Shipping Portal (link below). Fill out your address information, then print your label and drop the package off at your nearest UPS location, which will be shown on your label.
Shipment costs for returns are the responsibility of the customer. By using our return portal to generate a return shipping label, you agree to the $9.95 return shipping flat rate fee deducted from your refund.
If there was a mistake on our part, please contact us so we can make it right.
You can also choose to ship your return yourself. We recommend that you ship your package with a company that provides tracking and insurance. We are not responsible for packages lost during return shipment if proof of tracking is not available.
Once your return is processed, you will receive a refund for the original purchase price less any shipping charges, which will be refunded to the original method of payment.
You can expect your refund or exchange within two weeks from the time we receive your return. For credit card orders, please allow one or two statements for your credit to appear.
During busy seasons, we will do our best to process your refund as quickly as possible.
Refund policy does not cover ordinary wear and tear or damage caused by improper use or accidents. If you have received a product that is not functioning or breaks within the warranty period, please contact the manufacturer. If you prefer, we will assist in contacting the manufacturer if the product is still under warranty. Please send e-mails to: firstname.lastname@example.org
EXCHANGESYou can return or exchange purchases from Gearhead Outfitters by mail or at any of our retail locations, regardless of whether you made your purchase online or in an Gearhead Outfitters store. Exchanges can be made at any of our store locations if accompanied by the original tags and receipt and the item is in new, unused/unworn condition.
Merchandise can be exchanged by mail using one of the following options:
1. (Recommended) Return the original item to us through the normal return process and place a new order for the item that you would like in place of the original order.
2. Call us at 1-888-707-6708 or e-mail email@example.com to confirm availability of the item you would like in place of the original order.
WARRANTY/GUARANTEESWe won't be 100% enthusiastic about your purchase until you are . We know if we don't take care of you someone else will. At any time, let us know what we need to do to earn your confidence and loyalty. Please allow us to exceed your expectations of what an outdoor store can be. Returns, exchanges, refunds, and warranties will be handled cheerfully and quickly. Defective products will be repaired or replaced at manufacturers' discretion under the terms specified by factory warranty or guarantee, which ever may be the case. Please inspect the condition of your purchase at time of delivery. Report all damage claims within 48 hours.
If your product becomes lost during shipping or if you have any questions about the above, following, or any policies, or would like clarification, please call us at 1-888-707-6708 or e-mail us at: firstname.lastname@example.org
We will help you in any way we can!