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Mountain Gear Information

Contact Us
Returns & Exchanges
Best Prices Guarantee
Shipping Information
Back Orders
Special Orders
International Shipping & Ordering Instructions
Gift Certificates & Gift Orders
Help
Privacy Statement
Encryption Information
Cookies
Product Reviews
Magazine Subscriptions

Welcome to the Mountain Gear online store. Inside you'll see features that make shopping easier and give you the tools you need to make better choices about which gear is right for you. You can use order tracking to find out the status of your order.

Offering you more choices and giving you more information are two of the obvious aspects of our site. What you may not notice right away is the community that is Mountain Gear. As a company, we are collectively a group of people who love selling the best gear to be found. We are skiers, climbers, paddlers, cyclists, hikers, world travelers, runners - you name it - we are people who are passionate about playing in the outdoors. As Mountain Gear has grown from a single store to a company with a community of customers around the world, it seemed only natural that we offer more than a place to buy, but a place to be as well. Join us - you'll find opinions, advice, gear, travel and images all bound up in our shared passion for the outdoors. Your adventure starts here.

Contact Us

Physical Address:
6021 E Mansfield
Spokane Valley WA 99212

Customer Service:
Get instant answers during business hours by using Mountain Gear Live Help. Just click on the red icon at the top right of your screen.
800.829.2009
Phone number: 509.340.1165
International: 509.340.1165
Fax: 509.340.1170
Email: info@mountaingear.com
Problems with the web site: webmaster@mountaingear.com


Returns & Exchanges: Mountain Gear’s Commitment to You

Great gear is essential to a great adventure. If a product does not perform as expected within one year of the original purchase, we promise to repair it, replace it, issue you a store credit, or give you a refund. Our guarantee does not cover normal wear and tear or damage caused by accident or improper use. Electronic devices must be returned within 90 days of original purchase.

 
How It Works

Returning or exchanging brand new gear:

  • You may return a new item for a refund of the product purchase price if it is unworn, has all of the original packaging, instruction manuals, hang tags and labels, and if you made the original purchase less than 12 months ago. Please fill out this return form HERE and let us know what you want to do.
  • Because stock availability changes daily, you may want to place a new order for the item you want in exchange right away. If you choose not to place a new order immediately, we will refund your money to the original form of payment and contact you for payment information for the new order. We have to do this to protect your privacy because we don’t keep any payment method information in our order system. For domestic exchanges, you pay the shipping to us and we pay the shipping back to you. International customers will be responsible for all shipping charges.
  • Electronics: For a refund, electronic devices must be returned within 90 days of purchase with the original factory carton and packaging, all inserts, manuals, accessories, and the blank warranty registration card.
  • Software and Videos: For a refund these products must be returned unopened.
  • Food Products: We do not accept returns on food products.

Returning or exchanging used gear:

  • Used items include items without tags and labels or original packaging materials, or items which have been washed or worn*. If you bought the items less than 12 months ago, you may return them for store credit or exchange of the product purchase price. Please fill out the back of your packing slip or an online return form which can be downloaded HERE and let us know why you are returning the product. Also tell us whether you want to exchange it for a different item or receive store credit for a future purchase.
  • Used items must be cleaned before returning, dirty items will result in a $10.00 cleaning fee deducted from the credit amount.
  • Non-returnable used items: Used weight-bearing climbing equipment (including, but not limited to: uncoiled ropes, products without original tags and warnings, soiled equipment).
  • Items returned for Warranty evaluation: If you feel you have a manufacturer’s warranty issue, contact us at 1(800) 829-2009 and we will help you with the process.
When we make a mistake:
  • If we sent you an item in error, please call us at 1(800) 829-2009 and we’ll straighten things out.

Things to remember:
  • Keep a copy of your invoice for your own records
  • Send your package via a trackable shipping method (UPS, FedEx, USPS with Delivery Confirmation)
  • Insure your package to protect against shipping damage claims
  • Keep the shipping receipt for your return, including the tracking #
  • Footwear (and other items packaged in boxes) must be wrapped so no labels are put directly on the cardboard

 

Shipping Rates
Purchase amount
Economy
UPS Std. Ground
Fast Ship (2nd Day Air)
Rush (Next Day Air)
.01-$59.00$7.99$12.99$22.99$32.99
$59.01-$120.00FREE$5.99$15.99$25.99
$120.01-$200.00FREE$7.99$17.99$27.99
$200.01+FREE$9.99$19.99$29.99
Skis/Oversized-$12.95$26.95$29.95
*Alaska and Hawaii ship U.S. Mail at ground rate, or 2-Day for additional $11.00.
Rush Ship not guaranteed to all areas of Alaska.
*APO, FPO ship at standard rates.


Back Orders

Most orders ship within 1 business day. However, there are times that certain products are not available. Back Ordered items are not charged to your credit card until they ship from our warehouse, though orders paid by check are paid in full. If we have not shipped your back order within 30 days, we will notify you prior to shipping. Mountain Gear will pay the ground freight on back orders when more than one item is ordered.


Special Orders

Mountain Gear will place special orders with our vendors from time to time. Although we can not promise delivery dates or availability of an item, we are very skilled in obtaining specific items. Simply email us with as much information as possible, and we'll get back to you.


International Shipping Instructions

Including Canada, APO, FPO, & US Territories. You may order from the website or you may telephone 509.340.1165, fax 509.340.1170 or email your order to: sales@mountaingear.com. Be sure to include a telephone number and/or an email address with your order so that we may contact you if necessary. Payments may be made by credit card, bank to bank wire transfer, money orders and certified checks drawn on US Funds, or personal checks (Canada, APO, FPO, US Territories only). When placing your first order with Mountain Gear, we may require payment by wire transfer. All freight charges, taxes and duties are the responsibility of the purchaser. We ship via an International Air Carrier appropriate for your country (except all APO and FPO which ship via US Postal Service). If you specify postal delivery Mountain Gear will not be responsible for lost or damaged packages. A complete address must accompany each order as Mountain Gear will not refund freight charges on undeliverable packages that are returned to us.

International Back Orders: All International orders with any back ordered items will be held until complete to avoid unnecessary freight charges to the customer. If an item is no longer available it will be canceled from your order and you will be notified.

International Shipping Rates: Certain countries may have higher rates than those listed below. If this is the case with your order, we will contact you. Should you require other shipping arrangements, please contact Mountain Gear by telephone, fax, or email.

Purchase TotalIntl. Shipping
.01-$48.99$25.00
$49.00-$100.00$35.00
$100.01-$200.00$45.00
$200.01-$300.00$55.00
$300.01-$400.00$64.00
$400.01-$500.00$73.00
$500.01-$700.00$84.00
$700.01+12% of order

Gift Certificates & Gift Orders

Available from $10 to $500, gift certificates are the perfect gift. They can be sent directly to the recipient and are redeemable by phone. Simply call us at 800.829.2009 and order by phone. We'll send your recipient a catalog and attractive gift certificate. You can also order an item for someone else and have it shipped directly to them. Just fill in their address in the "ship to" section, and we'll do the rest.



HELP

If you can't find what you're looking for, don't know how to order from mountaingear.com, don't have your password, or have any other questions, please email us at info@mountaingear.com. You can also get instant answers during business hours by using Mountain Gear Live Help. Just click on the red icon at the top right of your screen. We are here to help, and we love to hear your feedback.



Mountain Gear Privacy Statement

We will never sell, lease, rent or give your email address to anyone without your permission.

Mountain Gear, Inc. understands your concern about how personal information is gathered and used. We present this policy so you can be assured that your personal information is treated in a responsible and safe manner.

Please contact us at any time if you have additional questions.

We track information such as how long you, the anonymous user, have been on our site. We do so only to improve mountaingear.com and your experience with Mountain Gear.

As a Mountain Gear customer you may receive our printed catalog from time to time. With your supplied postal address, we may share your name and address with other companies that have similar product offerings.

Mountain Gear will send you special offers and information that may be of interest to you when you opt in to our email service. At any time, you can "opt out" of receiving offers and messages. To review or update your personal information, to opt out of receiving future messages, or if you have any questions or concerns regarding Mountain Gear or mountaingear.com, please email, call, fax or write us with your request.

Children under 13 - personal information

The Mountain Gear website is not targeted at children, nor does Mountain Gear knowingly collect information from individuals under the age of 13. If we determine that we have unintentionally collected personal information from an individual under the age of 13, we will delete it from our database and will not use or share the information.


Encryption Features of MountainGear.com

Mountain Gear takes advantage of the Secure Sockets Layer (SSL) technology to transmit sensitive data. The Secure Sockets Layer is the industry standard encryption method for safely transferring important data over the internet.



Cookies

Mountain Gear will add a cookie to your shopping path on mountaingear.com. Your identity is kept anonymous. Tracking this information allows us to improve the website and your customer experience.



Customer Product Reviews

We encourage customers to write product reviews for products they have purchased. Your review lets you give your opinion on the performance and quality of our products, and it helps other shoppers like you decide if a particular product is the best choice for them. All customer reviews are approved for content before being posted. Product reviews may be posted on Mountain Gear as well as on Buzzillions.com, a network site that shares reviews with the shopping community. Buzzillions and other 3rd party sites have their own privacy policies - please visit their sites to read their privacy policy.



Subscriptions to Magazines

Mountain Gear provides opportunities to subscribe to select publications. The information submitted will be given only to Mountain Gear and to the publisher of the purchased magazine subscription. Mountain Gear cannot be held responsible for the privacy policy of the publisher(s).