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?
- How/why do you verify credit cards?
RETURNS AND EXCHANGES QUESTIONS:
PRICE MATCHING 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?
- My item is backordered. What does that mean?
- A product on my order is not available. What does that mean?
- What does “In Stock” mean?
FREIGHT SHIPPING QUESTIONS:
- What is Freight Shipping?
- How should I inspect my item?
- Can I order freight and non-freight items at the same time?
- Can I return items shipped with freight?
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
- Birkenstock USA
- Baby Jogger
- Backpackers Pantry
- Buff USA
- Canada Goose
- Camp Chef
- DFX Sports & Fitness
- EMU Australia
- Gibbon Slacklines
- Great Lakes Proud
- Grand Trunk
- Goal Zero
- Helly Hansen
- Hillsound Equipment Inc.
- Ilse Jacobson
- Injinji Footwear
- Klean Kanteen
- La Sportiva
- Louis Garneau
- Lowa Boots
- Mountain Equipment
- Mile High Mountaineering
- Mountain House
- New Balance
- Ocean Kayak
- On Running
- Outdoor Research
- Perception Kayaks
- Rocky S2V
- Royal Robbins
- Revere Supply Co.
- Tifosi Optics
- The North Face
- Terra Nova
- 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.
How and why do you verify internationally issued credit cards?We're unable to verify international credit or debit cards by billing address, so the first time a new card is used we need to complete an additional verification step. The good news is that you only have to go through the verification process once per card.
You can verify the information in one of the following ways:
1. You could give us the six digit pre-authorization code that is associated with your order. You will have to call your bank to get this information, but they should be able to see this number associated with your recent transaction. Just ask for the six digit pre-authorization code attached to the hold on your account.
2. We can also place a small charge on your card, in an amount between $1 and $3 USD. It could take a few business days for the charge to show on your account. Just check your statement online or give your bank a call to get that exact amount.
3. Email us at email@example.com with a screenshot/print screen from your credit/debit account showing either the pre-authorized order total amount or the small charge amount posting to the account.
What is your return policy?
If you aren't thrilled with your purchase, you can return it at any time as long as it's still in "sellable condition" which means that the item should be unworn (aside from trying it on), unwashed, and devoid of any stains, scuffs, tears, or mysterious smells. Returns are credited to the original payment method, unless received more than 6 months after the purchase date. Returns received after 6 months are reimbursed via Moosejaw eGift Card, which is emailed to you once your return has been processed.
Gift Cards, food items, load-bearing climbing & safety 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, and if you don't want your gift card, you can use it to try to break into locked rooms like they do in the movies. That may or may not actually work.
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 still have any questions about our return policy, visit our Lifetime Returns page for more details or hop on Live Chat.
How do I return my product?
You can either bring your product(s) and your invoice to a Moosejaw shop, or you can mail the product(s) back to us and we'll credit your card. To mail the product(s) back to us, simply click below to create a new prepaid UPS Ground return label (offer available to U.S. customers only). The $7.95 will be deducted from your refund upon receipt. UPS takes about 5-7 business days to get your package back to us. Your credit will show up within five business days after we process your return, 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 return UPS Label, or if you live outside the contiguous United States, you can mail the product(s) back to us using the carrier of your choice to the following address:
32200 North Avis
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. 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 gift cards and food items, as well as 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.
To ensure that you get the new product faster and while it's still in stock, call us at 877-666-7352 to place your exchange order, or simply create a new order at Moosejaw.com. Then, send the original product(s) back to us for a refund. Keep in mind that you will be charged for both items until the original is returned to us in sellable condition; upon receipt, we will then credit you to your original method of payment.
What is your price match policy?
We'll match the price shown on any US-based retailer's website for the identical in-stock product (same size, color, model year) within 14-days of purchase.
If you've not bought yet...
Live Chat or Call 1.877.666.7352 with where you saw the identical product at a lower price, and we'll take your order at the lower price. Plus you'll earn your Rewards Dollars, our love, and a bunch of stuff you don't get from those other guys.
If you've already bought from us…
Live Chat or Call 1.877.666.7352 where you saw the identical product at a lower price, and we'll credit back the difference by your original payment method.
The Boring Price Match Rules
- Excludes prices listed on marketplaces such as Amazon and eBay or sites that require a membership or subscription fee.
- A price match will only be honored for up to three of the same item and items cannot be purchased for resale.
- Price Match policy excludes Moosejaw Rewards purchases, Western Mountaineering products and gift cards.
- You cannot combine a price match with other promotions, like a free gift or coupon code.
- A price match will only be honored up to 40% of the original retail price of the item.
Do I have to pay sales tax?
Per Federal law, Moosejaw must charge for sales tax in states we have a physical store, so Colorado, Illinois, Michigan and Missouri are subject to sales tax. If you live in one of those states, I would highly suggest checking out your local store as they have tons of great gear and cool people.
Do you offer bulk discounts on large orders or group/club deals?
Yes, We would love to supply you with all the gear you need. Please email your gear list to VIPsales@moosejaw.com. Please use this form and include as much information as possible when sending your email. We will work up a discounted price quote, and in case you haven't heard, our service is the fastest in the world.
Do you offer Government Sale discounts?
Moosejaw is a leading supplier of outdoor equipment and clothing to the US Military and US Military Personnel, as well as to state and local government offices and employees. We are happy to provide our DUNS, TIN, and Company Profile upon request. Moosejaw can bid on any size order and in case you haven’t heard, our service is fastest in the world. Email us at firstname.lastname@example.org.
Do you accept University or School Purchase Orders?
Oh yeah, smells like school spirit. We will definitely accept your Purchase Order. 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
My item is backordered. What does that mean?
When an item is on backorder, it means we special ordered the product directly from the manufacturer, because at that time of your order the item you wanted was not in stock at Moosejaw. We will ship the product to you as soon as it becomes available from the manufacturer.
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.
What is Freight Shipping?
Some items due to their size and weight require us to ship freight. Examples of freight items include, but are not limited to, kayaks, cargo boxes, and vehicle rack systems. Someone must be present to take delivery and sign for the item. Freight items must be thoroughly inspected to ensure they are free of any flaws. Once an item is signed for, you assume responsibility of the item and any flaws. You should not sign for your item until it has been thoroughly inspected. Please do not accept delivery if an item has any damage whatsoever and the driver will route the item back to us.
How should I inspect my item?
Items shipped by freight must be inspected before you sign for them. Once the item is signed for, you assume responsibility for any flaws. Here are some tips on inspecting your items, directly from Inspector Gadget himself:
In order to properly inspect your kayak, all plastic and bubble wrapping should be removed and you should ensure that there are no flaws.
In order to properly inspect boxed items such as cargo boxes, you should check to see that the box is free of any crushed or torn areas. If the box has any signs of being crushed or torn, you should open the box and ensure that the contents are free of any defects.
Please contact us at Live Chat or call 1.877.666.7352 if you have any questions.
Can I order freight and non-freight items at the same time?
Absolutely! If you've included non-freight items on your order, those will ship out separately with UPS Ground.
Can I return items shipped with freight?
Once your freight item is signed for, you assume responsibility of any flaws present. If you choose to send an item back after it has been signed for, it must be in sellable condition. Sellable condition means that the item should be unworn (aside from trying it on), unwashed, and devoid of any stains, scuffs, tears, or mysterious smells. When making a return, you are responsible for shipping the item back to us and packaging the item similarly to the way it arrived to avoid any damage in transit. Basically, just ensure it is as snug as a bug in a rug before sending it off.
How do I earn points?
You earn 10 points for every dollar you spend on regular priced items and you earn 5 points for every dollar you spend on discounted items. Use your points for free gear and clothing at Moosejaw Rewards. Moosejaw Rewards is all about gear and clothing at NO CASH COST, adventure and fun in a loving and punctual world. Actually, it is really just about getting gear and clothing at no cash cost.
Use your reward points to buy a Moosejaw T Shirt, a North Face Fleece, an Arcteryx Pack and much, much more. Earning points is really, really easy. Shop online at Moosejaw.com, call us at 877-MOOSEJAW (877.666.7352), or visit our super cool retail shops. You earn 10 points for every dollar you spend on regular priced items and you earn 5 points for every dollar you spend on discounted items. So, if you buy a Moosejaw Hoody at Moosejaw.com for $50, you earn 500 points. From time to time, we'll email you special offers where you can earn even more points! If you did not get an A in math or if you have lost lots of money betting and don't like talking about points please assume you get 10% of your money back in the form of points to use at Moosejaw.com. If you get a $200 jacket at Moosejaw.com you can turn around and get a $20 pair of sandals at Moosejaw Rewards.
To earn points, you must sign up for an account online or at the Moosejaw shops and start shopping. There is absolutely no charge!!! Points are tracked by email address so hopefully you're not afraid to provide your email address to us. We'll email you Rewards Points updates and special offers and you can opt out of email at any time without losing any points. Your points expire two years after they are earned so be sure to spend all your points before then.
Use of points under Moosejaw's Rewards Program constitutes acceptance of the entire program's terms and conditions, except where prohibited by law. Moosejaw reserves the right to change these policies or cancel this promotion at any time.
How do I use Rewards Points?
Redeem your Moosejaw Rewards Points 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 Moosejaw Rewards Points. It’s really easy.
Oh, and you cannot pay part points and part credit card which means you need the points to cover the full purchase price. But, keep your eyes open for our promotional emails that allow you to trade in your existing points for a cash equivalent discount to be used on a future order at Moosejaw.com.
Love the Madness,
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