Mountainsmith Customer Service

If you are experiencing any problems or have any questions about your Mountainsmith equipment our Customer Service Department is here to help. Please feel free to email us at service@mountainsmith.com or call us directly at 800.551.5889.

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:

Update 7/7/21

All warranty claims may take more than two months to process as we are in the process of moving our headquarters. We are extremely sorry for the inconvenience, especially during the middle of summer. We will do our best to process each warranty claim as fast as we can so that you can get your gear back on trail ASAP.

All Mountainsmith products are covered by a Lifetime Warranty against materials and workmanship defects.
To submit a warranty claim or send us an item for repair:
    1. Please e-mail a photo of the product, product info, and shipping info to service@mountainsmith.com. We will follow up with a return authorization number form. You may also contact our warranty department at 800.551.5889.
    2. All warranty shipments MUST be accompanied by a return authorization number form (RA #) included in the box containing your gear to be repaired.
    3. Write your RA # on the outside of the box in plain sight.
    4. Please use masking tape to label areas for repair on your gear including a short note detailing what is broken.
    5. You are responsible for shipping the gear to our partner. You can use any carrier you want but ALL items must be addressed as:
Boulder Mountain Repair
ATTN: Mountainsmith RA: (insert RA number here)
2200 Central Ave F, Boulder, CO 80301 

For products that cannot be repaired or replaced, including wheeled luggage, Mountainsmith reserves the right to fulfill this policy as they see fit. Turnaround time for warranty items can be up to 6 weeks but we try to move things along faster than this. Please feel free to call us with any questions at 800.551.5889.
Spare parts are available for new and old Mountainsmith products, please feel free to email us at service@mountainsmith.com or call us directly at 800.551.5889.

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.