MOOSEJAW CUSTOMER SERVICE FAQs
(I traditionally despise an FAQ section but my people tell me that they’re very in style these days)
INTERNATIONAL ORDER QUESTIONS:
- What is your international shipping policy?
- What brands cannot ship outside of the US?
- Will I have to pay for customs/duties/taxes?
REWARDS ORDERS RETURNS AND EXCHANGES QUESTIONS:
SALES TAX QUESTIONS:
DISCOUNT AND SPECIAL ORDER QUESTIONS:
- Do you offer bulk discounts on large orders or group/club deals?
- Do you offer Government Sale discounts?
- Do you accept University or School Purchase Orders?
- What does processing mean?
- Why has my order shipped in multiple packages?
- What are the Holidays on which we don’t ship?
- A product on my order is not available. What does that mean?
- What does "In Stock" mean?
MOOSEJAW REWARDS QUESTIONS:
What is your international shipping policy?
Moosejaw offers UPS International shipping for all orders shipping outside of the United States. To select this shipping method, you will need to select "International (non-USA)" during the checkout process.
If a country is not listed, then unfortunately we cannot ship there.
Orders ship via UPS Worldwide Express and take 1-2 business days, excluding any customs delays.
Oversize and/or heavy products may require additional charges. If additional charges apply, we will email you prior to shipping so you can give us the go ahead.
In an effort to keep shipping costs down, we try to combine all items into a single package. 99% of the time, this does not cause a delay and you can rely on the estimated ship dates shown on our website. In very rare cases, this process can take a week or two, in which case the estimated ship date on the website might be inaccurate. This is absolutely nothing to worry about, but we have to write this because one person got mad and said we should.
What brands and categories cannot ship outside of the US?
We are pleased to offer our mail order and online shopping services to members and customers around the world. Please note that Moosejaw CANNOT ship stroller brand products, kayaks, skateboard, snowboard, wakeboard, windsurf, and paddleboard apparel and equipment outside of the US. Below is a list of brands with international shipping restrictions.
Moosejaw CANNOT ship the following brands outside the USA. Please don't hate us.
- Advanced Elements
- Alps Mountaineering
- Baby Jogger
- Backpackers Pantry
- Birkenstock USA
- Buff USA
- Camp Chef
- Canada Goose
- DFX Sports & Fitness
- EMU Australia
- Gibbon Slacklines
- Goal Zero
- Grand Trunk
- Great Lakes Proud
- Helly Hansen
- Hillsound Equipment Inc.
- Ilse Jacobson
- Injinji Footwear
- Klean Kanteen
- La Sportiva
- Louis Garneau
- Lowa Boots
- Mile High Mountaineering
- Mountain Equipment
- Mountain House
- New Balance
- Ocean Kayak
- On Running
- Outdoor Research
- Perception Kayaks
- Revere Supply Co.
- Rocky S2V
- Royal Robbins
- Terra Nova
- The North Face
- Tifosi Optics
- Topo Athletic
- Under Armour
- Vibram Five Fingers
- Western Mountaineering
- Wild Things Gear
Moosejaw can ship the following brands ONLY within the USA and Canada. Sorry about it.
- Eagle Creek
Will I have to pay for customs/duties/taxes if I import an item to a country other than the US?
Shipments outside the of the US, are subject to tariffs, duties, value added tax (VAT), etc. These costs are not Moosejaw's responsibility, we cannot add these charges to your order, and these charges are determined by the local customs office, who you should contact for more information. The carrier that is shipping your order will be charging you the fees.
What is your return policy?
If you aren't thrilled with your purchase, you can return most items for an exchange or refund at any time as long as it's still in "sellable condition.” This means that the item should be unworn (aside from trying it on), unwashed, devoid of any stains, scuffs, tears, or mysterious smells, and needs to be in its original packaging. All electronic items must be returned within 30 days, except drones, which must to be returned within 15 days.
Load-bearing climbing equipment, like harnesses, carabiners or pretty much anything that you would use when climbing (think Cliffhanger), are final sale and cannot be returned. So, if you don't like your climbing stuff, just hang it on your wall to impress your friends.
Oh yeah - proof of purchase is required for all returns. A receipt, packing slip, or anything referencing your order number will work, and no return merchandise authorization is necessary. If you're returning a pair of shoes or boots, we need the box back, too. Also, please don't treat the shoe box as the shipping box; wrap it in brown paper or put it in another box before you stick the return label on. If you fail to follow these directions, we will not be able to accept the return and won't issue a refund. Sorry for being so mean about it.
If you're unsure about clothing size or a gear feature, we're available to answer all your questions and offer advice. We love to try out tents and test-drive sleeping bags for our customers. My Mean Boss thinks I'm just napping on the job, but I'm totes analyzing baffling and down loft. (And napping.)
How do I return my product?
You can either bring your product(s) and invoice to a Moosejaw shop or you can mail the product(s) back to us within 30 days of receiving the goods. To mail the product(s) back to us, simply click the link below to create a new prepaid UPS Ground return label (offer available to U.S. customers only). Make sure any existing labels are covered and take to your local UPS location. A MJ$7.95 shipping cost will be deducted from your refund upon receipt. UPS Ground takes about 5-7 business days to get your package back to us and we'll email you a receipt confirming that you've been credited.
CLICK HERE TO CREATE A NEW PREPAID UPS RETURN LABEL If you don't want to use our prepaid UPS return label or if you live outside the contiguous U.S., you can mail the product(s) back to us using the carrier of your choice. Address the package to:
32200 North Avis Drive, Suite 100
Madison Heights, MI 48071
Make sure to send it prepaid (no CODs allowed), and get tracking information for your package since you are responsible for it until we receive the goods.
How do I exchange my product?
You're welcome to send back the original product (in sellable condition) along with a request for a different product within 30 days of receiving the goods. Please note that there is no guarantees that the product you want will still be in stock by the time we receive your exchange request. I'm also supposed to tell you that proof of purchase is required for all exchanges. Simply leave a note with all the necessary information (item name, color, and size) in the package so we can get you the correct item. Once we receive the original product and exchange request, we'll get the new item sent out in 1-3 business days. If the item you are requesting as an exchange is no longer available, we will contact you immediately. If you're keeping track, or you've got a memory like Adrian Monk, you will recall that a few sentences ago I said that load-bearing climbing equipment, like harnesses or carabiners, or pretty much anything that you would use when climbing (think Cliffhanger), are final sale and cannot be returned. This also means they cannot be exchanged. Sorry.
You cannot exchange your item for a product of greater value, even if you have enough MJ$ to cover the difference, or are willing to offer up fresh-baked cookies or your first-born child. Also, if you choose a product of lesser value, the remainder of the MJ$ will be forfeited.
Do I have to pay sales tax?
There is not tax on Rewards orders because the tender is MJ$, not US$. Baller!
Do you offer bulk discounts on large orders or group/club deals?
Sorry, we do not offer bulk discounts on large orders or group/club deals with Rewards orders. If you have other questions, please send details to VIPsales@moosejaw.com or fax 248-246-4001.
Do you offer Government Sale discounts?
Sorry, we do not offer Government Sale discounts on Reward orders. If you have other questions, please email us at firstname.lastname@example.org.
Do you accept University or School Purchase Orders?
Sorry, we do not offer University or School Purchase Orders on Rewards orders. If you have other questions, please send details to VIPsales@moosejaw.com or fax 248-246-4001.
What does processing mean?
Your order has now been forwarded to the warehouse for shipment. Orders usually ship in 1-3 business days. Items that require a longer shipping time are noted on the product page.
Why has my order shipped in multiple packages?
Moosejaw wants to provide the best, fastest service possible, to ensure that your package arrives on time we may ship to you from multiple locations. Each package will have its own tracking number, and we will be send this information to you via email when the package(s) are shipped. You will not be charged any additional shipping costs. Your packages will arrive at different times.
What are the Holidays on which we don't ship?
Our friendly freight carriers do not ship on the following holidays so keep that in mind when choosing your ship method:
New Year's Day
A product on my order is not available. What does that mean?
Sometimes products are ordered before the inventory on our site has updated. In cases of products with low inventory, orders that are processed first will be allocated the stock. We will contact you as soon as possible via email or phone to inform you that a product you have ordered is out of stock. Please don't hate us. This happens very infrequently and we usually blame the government.
What does "In Stock" mean?
Products that are in our warehouse will ship in 1-3 business days.
How do I earn Reward Dollars?
With Moosejaw Rewards Program, earn Moosejaw Reward Dollars (MJ$) on every purchase to redeem for gear and clothing at either discounted or no cost (a.k.a. free). Use your MJ$ to get a Moosejaw tee, a North Face fleece, an Arc'teryx pack and much, much more.
Earning MJ$ is really, really easy. Shop online at Moosejaw.com, call us at 877-MOOSEJAW (877-666-7352), or visit one of our super cool retail shops in Colorado, Illinois, Michigan or Missouri.
You earn $10.00 in MR$ for every $100.00 you spend on regular-priced items. That's 10% back for all the math geeks out there. For example, if you buy a Moosejaw Hoody at Moosejaw.com for $50.00, you'll earn $5.00 in MR$. Discounted items earn 2.5% back. From time to time, we'll email you special offers where you can earn even more MJ$ (like 20%, 30% or 50% back. No joke). Also, you don't get any MJ$ when you get a gift card, but you do get MJ$ when you spend a gift card. Please stop reading this now.
MJ$ can be spent on our Rewards site (Rewards.Moosejaw.com). You'll need enough MJ$ to cover the entire purchase (+ shipping). However, each month customers with balances of $5.00 or more in MJ$ receive a redemption code to apply $5.00 - $50.00 in MJ$ towards purchases on Moosejaw.com. Your redemption code value does NOT have to be big enough to cover the entire purchase. So if you find that incredible jacket on Moosejaw.com for $200.00, and you have $5.00 or more in your MJ Rewards balance, you can use your monthly redemption code to apply against that $200.00 jacket purchase. So easy.
To earn MJ$, you must sign up for an account online or at one of the Moosejaw shops and start shopping. There is absolutely no charge. MJ$ are tracked by email address so hopefully you're not afraid to provide us with an email address. We'll email you MJ$ updates and special offers, and you can opt out of email at any time without losing any Reward Dollars.
Your MJ$ expire two years after they are earned so be sure to spend all of them before then. After the two years are up, the expiring MJ$ will automatically be removed from your balance by our Reward Dollars Overlord (RDO). The RDO is extremely cranky and insists that once the dollars are gone, they are gone. Sorry for being so mean about it.
How do I use Reward Dollars?
Redeem your Moosejaw Reward Dollars (MJ$) for gear, clothing, shoes and more for NO CASH COST at Moosejaw Rewards!!! Just login using your same Moosejaw.com email and password and then shop like you would any other site and when you checkout, you will be able to pay with your MJ$. It's really easy.
Oh, and you cannot pay part MJ$ and part credit card which means you need all MJ$'s to cover the full purchase price. But, keep your eyes open for our promotional emails that allow you to trade in your existing MJ$ for a cash equivalent discount to be used on a future order at Moosejaw.com.
Love the Madness,
- Customer Service FAQs
- Moosejaw Promise
- Shipping Rates + Info
- Returns + Exchanges
- Price Match Policy
- International Orders
- Contact Moosejaw
- About Moosejaw
- Bulk Sales
- Group Sales
- Moosejaw Rewards
- Enroll in Rewards
- Earn Reward Dollars
- Redeem Reward Dollars
- Transfer Reward Dollars