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Contact Us | FAQ

01. I want to know about the status of an order I have placed.

02. I want to place an order.

03. I have a question about an order I have received

04. I want to change my order.


I want to know about the status of an order I have placed

01. How do I know the status of my order?

02. How do I know when my order has shipped?

03. How Do I track the location of my order?

04. Why hasn't my package arrived yet?


Status Updates


When you first place your order you will receive a confirmation e-mail from us within 24 hours. In stock items usually leave our warehouse in 1-2 business days. If for some reason your order is delayed, you will receive periodic updates from us via e-mail. If you have any questions about your order you can reach us at or by calling 800.829.2009 anytime M-F from 7am to 5pm PST

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Shipping Confirmation

When your order has shipped you will receive an e-mail confirmation from us. This confirmation will let you know the following information: tracking number (if available), items that have shipped, back-ordered items and the total amount charged to your account. We only charge you for items that have been shipped.

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Tracking Your Order

Tracking information for an order shipped via ground is not always available and shipments going to military address are not traceable while in transit. Some tracking services only provide proof of delivery and will not provide any information about the package until it is delivered. Sometimes it may take up to 48 hours before the package is checked into the carriers tracking system. You order may not be traceable at this time.


Track your order by:

Checking your e-mail. You will receive e-mails keeping you up-to-date about the status of your order.

Once you receive your tracking number you can track your order by visiting the carriers website and entering the tracking number or by clicking the link provided in the shipping confirmation e-mail.

All questions regarding the status of a package with a tracking number should be directed to the shipping company (UPS or US Postal Service).

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Delivery of Your Items

Delivery of your items can take generally anywhere from 3-8 full business days, depending on your location and the shipping method you select at checkout.

Items are only shipped during regular business days (Monday-Friday, excluding federal holidays). If you receive an e-mail notifying you that your items have been shipped during a weekend or federal holiday, they will not actually be shipped until the following business day.

Items that are shipped via a freight trucking company arrive within 7-14 full business days after leaving our warehouse due to their size and weight. For more information about the delivery of an oversized item please contact our customer service department.
Make note of the Availability of your items:


AVAILABILITY: In stock items leave our warehouse in 1-2 business days.
This tells you when we expect to ship your item from our warehouse. Once your item has left our warehouse, the shipping method you select during checkout will determine when your order will arrive. For an example, if your item takes 1-2 days to leave our warehouse and you select "Overnight" shipping, it may actually take 2-3 days for your order to arrive.
We place an extremely high value on customer security and privacy. We take many precautions in verifying the security and privacy or orders. For this reason, most orders take a minimum of 24-48 hours to leave our warehouse, before entering the shipping process.


***Note: If your billing info does not match the info your credit card company has on file your order may be delayed while we contact you. We do this to protect you from identity thieves!!

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I want to place an order

01. How do I find a product that I am looking for?

02. Where can I find more information about a product?

03. How do I add items to my shopping cart?

04. How can I make changes to my shopping cart?

05. How do I checkout?


How do I find a product that I am looking for?

There are two ways to find products you are looking for on You can search by entering a keyword or keywords in the search box or by browsing the links from the homepage. No matter which method you use, you will find a variety of sorting functions to help you find what you are looking for.

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Learning More about Products

If you would like to learn more information about an item you see on, simply click on the item. This will take you to a product detail page that provides a complete description of the product, show any available pictures and availability of sizes and colors of the product. On this page, you will also be able to view any videos and buying guides that are available. These will help aid you in your purchase.

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Adding Items to Your Shopping Cart

To add items to your Shopping Cart, follow these simple steps:
First, you will need to choose the size/color of the item that you want to add to your cart from the options next to the product picture.
After you have chosen your size/color you will need to choose the quantity of the item you want from the options next to the product picture
Once you have completed these options you will need to click on the "Add To Cart" button on the right side of the screen. The item will now be in your cart, you will be able to edit your cart at any time.
If a size or color is noted as out-of-stock you will not be able to add the product to your cart. If an availability date is not posted please contact us. We also offer items on a pre-order basis. These items are noted and will give the estimated ship date. The pre-order items will be able to be added to your cart and purchased but will not ship until the product is available.

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Making Changes to Your Shopping Cart

Changing Quantity - To change the quantity you wish to purchase highlight the number in the box under the QTY header then enter the amount you wish to purchase.  Once you have changed the amount click the Update Cart button located above the cart subtotal.


Editing Size or Color - If you wish to change the size or color of the item in your cart simply click the Edit Details link under the corresponding product in your cart.  This will bring up a quickview of the product where you can select a different color or size.  Once you have made your selection click the green Update button to return to your cart and the changes will appear.


Removing Items - If you have product in your cart that you wish to remove you have two options.  The easiest is to click the remove link under the QTY header next to the quantity box.  However if you want to remove multiple products at once you can change number in each quantity box to zero and then click the Update Cart button.  See Changing Quantity for more detail.

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Proceeding Through Checkout

During checkout, please not that:
For security purposes, the billing address that you enter must match that of the credit card you use for payment.
When selecting a shipping method, keep in mind that it may take 1-2 business days for your order to be processed in our warehouse before being shipped.
Orders may be delayed if the billing address entered does not match the address your credit card company has on file. We do this to protect you from identity thieves!!
Review your order carefully. You cannot make changes to your order after submission without contacting us.
Once you have added all items that you wish to purchase to your cart, start the checkout process by clicking on the "Proceed to Checkout" button located on the right side of your cart. If you are a returning customer you can log-in to your account before you proceed to checkout or you will be prompted to log-in during the checkout.


Reviewing your order. First, you will be able to review your order. On this page, you will be able to view all item(s) that are in your cart, enter any coupon codes or gift certificates, calculate and choose your shipping options. On this page, you will be prompted to enter the shipping zip code. Then the shipping costs (including any free shipping options) will be displayed. Once you have reviewed your order you will need to click "Proceed to Checkout." Here you will log-in or create an account.


Logging-in and Creating an account.You will be asked to enter your e-mail address to check if an account already exists.
If you already have an account you will be prompted for your password and be taken to the billing and shipping information page. On this page you will be able to edit your existing billing and shipping addresses.
If you do not have an account you will be taken to the billing and shipping information page. On this page, you will be able to enter your billing and shipping addresses and enter your new password for the account that will be created.


Billing and Shipping information. You will now either enter your billing and shipping information or be able to edit your existing address information. If your billing address is the same as your shipping address you will only need to enter your billing address and leave the shipping address fields blank. Your billing address must match the address that the credit card is billed. If the two addresses do not match this will delay your order or your order may be immediately canceled. Next, you will choose a payment option, either credit card or PayPal account. Once this information is entered you then can review all of your information and the total of your order, if this is all correct you are now ready to submit your order. Once you submit your order by clicking the "Submit Order Now" button you will be taken confirmation page.


Confirmation Page. You will now be able to view your order confirmation page. This page will display your order and all information that you entered. You will also be able to view your order number on this page. You may want to print this page for your records, but you will also be e-mailed this information within 24 hours.

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I have a question about an order I have recieved

01. What is your return policy?

02. How should I exchange/return an item?

03. What is you return address?

04. What should I do if I received the wrong item, color or size?


Return Policy

We want you to love what you ordered. But if something isn't right, let us know. We gladly accept returns at any time as part of our 100% Satisfaction Guarantee. We'll send you another color, a new size or an entirely different style. If you'd rather have a refund, we'll take care of that, too.
All credits will be processed within 2-3 business days (Mon-Fri excluding holidays) upon receipt of your product(s). Credits are the original purchase price less original shipping. Customers are responsible for all shipping charges back to us. In the event of an error on our behalf, we will provide a pre-paid return label via-email for return shipment.

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Exchanges and Returns

Return for Refund - Mail your product(s) using the address labels from the bottom of your invoice and we will issue a credit right away.


Return for Exchange - Simply place a new order online for the new product(s) and mail the original product(s) back to us and we will credit your card once we receive your original product(s).
We highly recommend that you place a new order if you wish to exchange a product but if that's not your style you can give us a call and we can set up an exchange for you.


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Return Address

If you wish to return an item, ship the package to the following address:

Mountain Gear Returns Department
6021 E Mansfield
Suite 400
Spokane Valley, WA 99212

Please note that Mountain Gear is not responsible for shipping, handling or any other additional charges for returned items.

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Wrong Item, Color or Size

If you receive the wrong item, or if an item you receive is different from what you originally ordered, please contact our customer service department immediately. It is important that you contact us before returning your item. This way we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping. Before you call, please have your invoice that was either sent with the package or e-mailed to you in hand. This will aid the customer service representative in assisting you. In addition, please be prepared with a detailed description of the difference between the item(s) you ordered and the item you received before contacting us.

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Hours Of Operation
Monday: 7am - 5pm PST
Tuesday: 7am - 5pm PST
Wednesday: 7am - 5pm PST
Thursday: 7am - 5pm PST
Friday: 7am - 5pm PST

I want to change or cancel my order

After you have placed your order, your order will be entered into our system to be processed. If for any reason you need to change or cancel your order, please contact us immediately. We will make every effort to assist you in changing your order or canceling your order. We fill orders and get them on their way as quickly as possible. So once your order has been shipped the order cannot be changed or canceled. So if the order has already shipped please follow our return instructions.

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