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Moosejaw's Customer Service

 

MOOSEJAW'S RETURN and EXCHANGE POLICY

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LIFETIME RETURN & EXCHANGE 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 purchase date. Returns received after 6 months are reimbursed via Moosejaw eGift Card that is emailed to you. Items accepted for return from large orders are subject to a restocking fee to be specified prior to order acceptance.

Load-bearing climbing equipment, like harnesses, carabiners or pretty much anything that you would use when climbing (think Cliffhanger), all gift cards, and food items 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'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.)

Get this - if you find it cheaper, we also price match. Click for details: MOOSEJAW'S EPIC PRICE MATCH POLICY.

 

GIFTS WITH PURCHASE

Anytime you return an order that comes with a free gift, you must also return the free gift. Yup, we call take-backs. If we don’t receive it back, we will deduct the retail value of the gift from your refund.

 

TO RETURN PRODUCT(S)

You can either bring your product(s) and 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 the link below to create a new prepaid FedEx Ground return label (offer available only to customers in the contiguous U.S. Sorry, Alaska and Hawaii - we still love you!). Make sure any existing labels are covered and take to your local FedEx location. A $7.95 shipping cost will be deducted from your refund upon receipt. FedEx Ground takes about 5-7 business days to get your package back to us. Your credit will show up within five business days after we receive your package and we'll email you a receipt confirming that you've been credited.

CLICK HERE TO CREATE A NEW PREPAID FEDEX RETURN LABEL

If you don't want to use our prepaid FedEx 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: Moosejaw Returns/Exchanges, 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.

Returning a Rewards Order
So sorry, but you cannot return an order that was purchased using Rewards Points. You can exchange it (instructions below) or re-gift it to someone, though. We won't tell.

Amazon Customers
Orders placed through Amazon.com cannot be looked up via email address, so you won't be able to use our online label generator. If you'd like a return label emailed to you, please call us at 877-666-7352 and speak to one of our dreamy customer service representatives.

 

TO EXCHANGE PRODUCT(S)

Old-School Exchange
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 guarantee 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 fill out the Return/Exchange Form, found on the back of the packing slip included in your package, with all the necessary information (item name, color, and size) so we can get you the correct item. If you don't have the original packing slip, be sure to include that information in a short note. 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 31 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), all gift cards, and food items are final sale and cannot be returned. This also means they cannot be exchanged. Sorry.

To use our prepaid FedEx Ground return label, follow the instructions listed below.

Speedy Exchange
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 return credit to your original method of payment.

To use our prepaid FedEx Ground return label, follow the instructions listed below.

Paypal & Amazon Customers
We cannot process exchanges on orders placed using PayPal or Amazon.com. It makes our computers explode, and that stopped being cool after the fourth time. Please don't hate us, and simply follow the directions above for placing a Speedy Exchange.

Return Shipping Instructions
To mail the product(s) back to us, simply click the link below to create a new prepaid FedEx Ground return label (offer available only to customers in the contiguous U.S. Sorry, Alaska and Hawaii - we still love you!). Make sure any existing labels are covered and take to your local FedEx location. A $7.95 shipping cost will be deducted from your refund upon receipt. FedEx Ground takes about 5-7 business days to get your package back to us. Your credit will show up within five business days after we receive your package and we'll email you a confirmation that the exchange has been processed.

CLICK HERE TO CREATE A NEW PREPAID FEDEX RETURN LABEL

If you don't want to use our prepaid FedEx 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: Moosejaw Returns/Exchanges, 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.

Exchanging a Rewards Order
If you buy a product with your points and it doesn't fit or you hate it, as long as the product is still in sellable condition, you can exchange it for a product or products of equal or lesser value. You cannot exchange your item for a product of greater value, even if you have enough points 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 points will be forfeited. Please fill out the Return/Exchange Form with the item you would like instead and we will get your new order started as soon as we receive the original order. If you choose to use our prepaid FedEx Ground return label, 795 points will be deducted from your point total upon receipt.

 

Please call us at 877-MOOSEJAW (877-666-7352) or Email Us if you have any questions or want to tell us about this really great movie you just saw.

Love the Madness,
Moosejaw

 
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