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Mountainsmith Customer Service
Order Processing:
- We are open 8am-5pm MST Mon-Fri and are closed on weekends. Orders placed after am on Fridays will not be processed until the next business day. Please see shipping polices and rates for order turnaround time.
- Payments Accepted – we only accept Visa, MasterCard, Discover, and American Express. We do not accept payments via check, money order, or cash.
- Changing/Cancelling Orders – to change or cancel an order, please email us at webstore@mountainsmith.com or call us directly at 800.551.5889 and, if your order has not already been processed and shipped, we will make the adjustments you need. If the order has already shipped, we cannot make these adjustments.
Warranty:
- All Mountainsmith products are covered by our Forged For Life warranty against materials and workmanship defects.
- How to file a Warranty claim
- Please e-mail photos of the product and damages, product info, original purchase date, and shipping info to: service@mountainsmith.com.
- We will review your request and follow up with additional questions and information regarding your claim.
- Not all products or damages are feasible to repair. We reserve the right to provide warranty coverage in the form of repair, replacement, or other compensation at our discretion.
- How to send my warranty repair
- All warranty repair shipments must be accompanied by a return authorization number and form. To receive these, email service@mountainsmith.com, following the instructions above.
- Once you receive your RA number and form, be sure to print out the form and place it in the package when you ship.
- Typical Turnaround time for warranty repairs, once they are received, is about 4 weeks. If you have questions or concerns regarding this timeline, please reach out to service@mountainsmith.com. While we may not always be able to facilitate expedited requests, we will certainly do our best to accommodate.
- Customers are responsible for shipping cost and services to our warranty repair facility. All repairs and return shipping, if approved under warranty, is covered by Mountainsmith.
- What Warranty repair DOES NOT cover
- Some damages that are a result of abuse or misuse may not be covered by warranty. Accidents do happen and we will always do our best to have your back. If you ever have questions about the repairability of your product, please reach out to service@mountainsmith.com.
- Does your product just need a replacement part?
- If you are in need of a buckle, bungee, hardware, trekking pole part, or any other replacement part, please reach out to service@mountainsmith.com with a photo of your product and a description of the requested part. We carry many replacement pieces and hardware and will do our best to accommodate your needs to keep your gear working.
Non-Warranty Repair:
- We are thrilled to partner with Rugged Thread out of Bend, OR for all our warranty repair services. For any repairs that you would like to pursue outside of warranty coverage, please reach out to Rugged Thread directly:
- Rugged Thread
- 2525 NE Twin Knolls Dr.
- Suite 9
- Bend OR 97701
- info@ruggedthread.com
- 541.306.8727
- www.ruggedthread.com/request-quote/
- If you have any additional questions regarding warranty coverage or repair, please contact us at 800.551.5889 or at service@mountainsmith.com.
Returns & Exchanges:
- Mountainsmith accepts returns/exchanges for products purchased from www.mountainsmith.com. For returns/exchanges you have purchased from one of our Specialty Outdoor Retailer Stores please contact them directly for their return/exchange policy.
Please note products on our website are subject to change without notice. Product images and specifications are accurate to the best of our abilities. If you have any questions or concerns about the product you ordered, please contact us at once so we may help to resolve any issue you may have.
Returns:
- To return any items purchased from www.mountainsmith.com, please send it back to our warehouse at:
-
Mountainsmith
Attn: Returns
575 West High Street
Aurora, MO 65605 - Please include your order #, name, address, daytime phone number, email address and the items being returned, and why you are returning them on a note in the inside of the box. Please email webstore@mountainsmith.com or call 800.551.5889 with any questions.
Please allow 2-4 weeks to be refunded your original purchase price for your return. Refunds for returns will not be processed until product is received at our Mountainsmith warehouse and will be processed in the original form of payment.Please note returns/exchanges/refunds will be significantly delayed if mailed back to our headquarter office in Golden, CO. Our Golden, CO office is for warranty items only.
Exchanges:
- To make an exchange, return your order using the above instructions and simply place a new order on our website. Refunds for returns will not be processed until product is received at Mountainsmith and will be processed in the original form of payment, please allow between 2-4 weeks to see your refund. Your new order will be processed when we receive the order.
- Please note returns/exchanges/refunds will be significantly delayed if mailed back to our headquarter office in Golden, CO. Our Golden, CO office is for warranty items only.
Return/Exchange Shipping Policies:
- It is your responsibility to pay for return shipping charges. We recommend you use a shipment method with a tracking number, but it is not required. We are not responsible for items sent back without a tracking number. If your item is defective or you were sent the incorrect item, please contact us via phone or email. Please package your return inside a box – if it is returned to us damaged due to bad packaging, we will not be able to reimburse you for the item. Any items sent back in unsellable condition will be sent back to the customer with no refund issued.
- Please note returns/exchanges/refunds will be significantly delayed if mailed back to our headquarter office in Golden, CO. Our Golden, CO office is for warranty items only.