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Rewards Points Summary
Returns + Exchanges
Terms + Conditions
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RETURNS + EXCHANGES
If you aren't thrilled with your purchase, you can return it at any time as long as it's still 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. So basically you haven't let your Golden Retriever try on your fleece jacket or rolled down a hill while inside your sleeping bag.
Load-bearing climbing equipment, like harnesses or carabiners, 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.)
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.
Exchanging a Rewards Order
If you buy a product with your points and it doesn't fit or you hate it, 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.
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.
Love the Madness,