Terms & Conditions
We are open 8am-5pm MST Mon-Fri and are closed on weekends. Orders placed over the weekend will not be processed until Monday morning. 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 firstname.lastname@example.org 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.
All Mountainsmith products are covered by a Lifetime Warranty against materials and workmanship defects. All warranty returns must be accompanied by a return authorization number (RA #). Products found to be defective will be repaired or replaced at our discretion and Mountainsmith reserves the right to make all determinations as to the use of this policy. For products that cannot be repaired or replaced, including wheeled luggage, Mountainsmith reserves the right to fulfill this policy as they see fit. To submit a warranty claim or send us an item for repair please e-mail a photo of the product, product info, and shipping info to email@example.com and we will follow up with a return authorization number. You may also contact our warranty department at 800.551.5889. To ship items in for warranty, you can use any carrier you want but ALL items must be addressed as:
Attn: Warranty, RA#
Pine Ridge Rd. Unit #3
Golden, Colorado 80403
The RA# must be written in plain sight on the outside of the box – keep track of this as it is how we keep track of your item. Please label areas for repair on pack with a piece of tape and include a short note detailing what is broken on the pack. Turn around 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 firstname.lastname@example.org 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.
To return any items purchased from www.mountainsmith.com, please send it back to us at:
575 West High St.
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 email@example.com or call 800.551.5889 with any questions.
Please allow 5-7 business days to be refunded your original purchase price for your return. Refunds for returns will not be processed until product is received at Mountainsmith and will be processed in the original form of payment. We will refund you for the cost of the merchandise only.
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 5-7 business days to see your refund. Your new order will be processed when we receive the order.
RETURN/EXCHANGE SHIPPING POLICIES:
It is your responsibility to pay for return shipping charges and 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, we will reimburse you for reasonable shipping charges. 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.