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:
- What is your return policy?
- How do I return my product?
- How do I print a Return Shipping label?
- What is a Speed exchange?
- How do I do an exchange?
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 air shipping for international orders. Choose "International (non-USA) from the Shipping Method dropdown when checking out.
International Shipping Rates
Air orders are sent via UPS. Some items may be subject to additional shipping charges because of size or weight.
Estimated Shipping Charges by Region
Oversize and/or heavy products such as backpacks, tents and sleeping bags may require additional charges. If additional charges apply, we will email you prior to shipping so you can give us the go ahead. Be sure to check your emails from Moosejaw!
Potential Shipping Delays. 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. (You can contact them for more information) The company that is shipping your order will be charging you the fees.
How/why do you verify credit cards?
For a first time international customer we have to verify your credit card, the good news is that you only have to go through the verification process once.
Moosejaw will charge your credit card a small amount (from $1.00 - $3.00 USD), we will then contact you via email that the charge has been made.
You can then contact your bank or check your statement online to find the amount of the small charge. You can give us the small charge amount via phone, email, or Live Chat. When your card is verified we will be able to process your order. Once a card has been verified it will not need to be verified again.
What is your return policy?
Moosejaw has the best return policy in the world, according to the owner's mom. 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. Items including underwear, bras, food, load-bearing climbing gear like harnesses and carabiners, gift cards and e-gift certificates, are all final sale and CANNOT be returned.
Returns are credited to the original payment method unless received more than 6-months after purchase date. Returns received after 6-months are reimbursed via Moosejaw eGift Card that is emailed to you.
Proof of purchase required for all returns. IF YOU RETURN THE PRODUCT(S) IN UNSELLABLE CONDITION we will ship the product back to you and will NOT PROVIDE YOU WITH A REFUND. Sorry about the all caps thing. It was probably unnecessary.
If you still have any questions about our return policy, visit our Lifetime Returns page for more important info and details.
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 right away. To mail the product(s) back to us, simply click below to create a new prepaid 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. We will credit you within 5 business days of receiving your package and email you a receipt confirming the credit.
CLICK HERE TO CREATE A NEW PREPAID UPS RETURN LABEL (USA Customers Only).
If you don't want to use our prepaid return UPS Label or if you OUTSIUPSDE THE USA, you can mail the product(s) back to us using the carrier of your choice to Moosejaw Returns/Exchanges. 32200 North Avis Suite 100, Madison Heights, MI 48071. Be sure to send it pre-paid; no CODs allowed. Be sure to get tracking information for your package since you are responsible until we receive the goods.
NOTE: Anytime you return an order that comes with a free gift, you must also return the free gift. I think that's Cervantes. If we don’t receive it back, we will have to charge you the retail value of the gift.
How do I print a Return Shipping label?
CLICK HERE TO CREATE A NEW PREPAID UPS RETURN LABEL (USA Customers Only).
If you don't want to use the return UPS Label or if you OUTSIDE THE USA, you can mail the product(s) back to us using the carrier of your choice to Moosejaw Returns/Exchanges. 32200 North Avis Suite 100, Madison Heights, MI 48071. Be sure to send it pre-paid; no CODs allowed. Be sure to get tracking information for your package since you are responsible until we receive the products.
How do I do an exchange?
You can send your product (s) back with your prepaid UPS label and fill out the packing list with the new item you would like. To ensure fastest service, we highly recommend you place a new order on the website for the item you want, and return the original product to us and we'll credit you.
What is a speed exchange?
Simply place a new order at Moosejaw.com for the new product(s) and mail the original product(s) back to us and we'll credit your card. UPS takes about 5-7 business days to get your package back to us. We will credit you the SAME DAY we receive your package and email you a receipt confirming the credit!
What is your price match policy?
If you find an identical product at a lower price and in stock on another site we will match the price and throw in 1,000 extra Moosejaw Reward Points (products over $100) on top of the 5% in points you already get back, after you order the product at Moosejaw.com. Simply place the order online and then email me within 24 hours and we'll take care of everything. You'll receive the Rewards Points after your order ships. Remember, for price match purchases you get back 5% in Rewards Points, and not the usual 10% when placing a standard order. The product we are price matching needs to be identical to the product we have in stock at Moosejaw - that means the exact same size, color, season, etc. Additionally, the price we are matching must include all costs the competitor would charge you for the item including tax and shipping where applicable.
Our lawyers made us write that "Moosejaw Rewards Points will only be awarded on price matches greater than $1. For example, if you find a jacket for 5 cents less at a competitor, we will gladly match the price if it's identical and in stock, but you don't get the 1000 points. Also, Rewards Points are only awarded when the product itself is over $100. For example, if you find a Nalgene for $1 less at a competitor, we will gladly match the price if it's identical and in stock but since the Nalgene is under $100, you don't get the points. "My mean lawyer wanted to add that "he still loves you." Oh, and the Price Match policy excludes Suunto and Yakima products. Don't blame us. I'm sure you could have guessed, but when you do a price match, you cannot combine it with other offers like Gifts with Purchase, Coupon Codes and other promotions. If you prefer the promotion to the price match, just know you can do one or the other but not both. The lawyer just told us that we do not match prices for auction sites such as eBay. Additionally, we do not match prices of companies based outside the USA. Moosejaw cannot price match on Gift Cards.
Do I have to pay sales tax?
If you live in Michigan, Illinois, Massachusetts, Colorado, or Missouri you will have to pay sales tax.
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 include as much information as possible. 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. We are happy to provide our CCR, TPIN, 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 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 Eve
New Year's Day
Day after Thanksgiving
My item is backordered. What does that mean?
If you received a call or an email that your item is on Backorder, that means we tried to order 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. You can cancel your order at any time.
A product on my order is not available. What does that mean?
There are times after an order is placed that the product has become out of stock or not available. 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?
Product will ship in 1-3 business days.
What is Freight Shipping?
Some items require us to ship freight. I have a thesaurus app on my phone to make me sound smarter when I write things, and I just noticed it also has a dictionary. According to my thesaurus/dictionary app thingy, "freight" means: "Goods carried by a large vehicle." I can't promise your stuff will be delivered by Optimus Prime, but he is a large vehicle and I like to keep the dream alive.
Some examples of freight items include, but are not limited to, kayaks and cargo boxes. Someone must be present to take delivery and sign for the item. You should not sign for your item until it has been thoroughly inspected. Charges will vary depending on 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. 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 877-MOOSEJAW 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 devoid of any flaws. 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 in Michigan and Illinois. 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 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. They made us do it this way.
Love the Madness,