30-Day Window
Request an eligible return or exchange within 30 days of delivery.
TrailPack
Returns & Exchanges
A clearer way back
Returns, made simple.
Outdoor plans change. Gear should still feel like the right choice. TrailPack offers free returns and exchanges on eligible products within 30 days of delivery.
30 days to decide Your return window begins on the date your order is delivered.
The TrailPack promise
A fair, practical policy.
Our policy is designed around real outdoor shopping: checking fit, inspecting components and confirming that your gear suits the way you plan to use it.
Free Return Shipping
Approved returns include a prepaid return shipping option at no cost.
Easy Exchanges
Exchange eligible items for another available size, model or color.
Original Payment Refund
Approved refunds are returned to the payment method used at checkout.
Return eligibility
Know before you send.
Most TrailPack products can be returned after a careful indoor inspection. Products must remain clean, complete and suitable for resale unless the item arrived damaged or defective.
- 01 The request is submitted within 30 days of the confirmed delivery date.
- 02 The product is unused outdoors, unwashed, unmodified and free from dirt, odors or wear.
- 03 All original parts, manuals, tags, accessories and packaging are included.
- 04 The item is securely repacked to prevent damage while it is being returned.
Inspect gear carefully before field use. Clean, complete and securely packed.
Outdoor use may affect eligibility.
Return process
Four clear steps.
Please request approval before sending an item back. This allows us to confirm eligibility and provide the correct return instructions.
Keep every component together until your request is complete. Authorization is required before shipment.
Prepare Your Details
Have your order number, product name, return reason and preferred resolution ready.
Request Approval
Submit your request before the 30-day window closes. Photos may be requested for damaged, defective or incorrect items.
Pack the Product
Include all original accessories and use protective packaging so the item remains secure during transit.
Ship and Track
Follow the approved instructions and retain the tracking details until your return has been inspected and completed.
Exchanges
Exchange the fit, not the plan.
An exchange may be requested when the original product is eligible and the replacement option is available. Exchanges are processed after the returned item is received and approved.
- Replacement products are subject to current inventory availability.
- Price differences may require an additional payment or partial refund.
- Promotional pricing does not affect eligibility unless the item was marked Final Sale.
- When a direct exchange is unavailable, a refund may be issued so a new order can be placed.
Refund timing
Refunds without guesswork.
Once your return arrives, it is inspected for condition and completeness. Approved refunds are then issued to the original payment method.
Inspection Most returned products are reviewed within a few business days of arrival.
Refund Issue Date Approved refunds are typically issued within three business days after inspection.
Bank Processing Your bank or card provider may require additional time before the credit appears.
Original Shipping Charges Any separately paid expedited shipping charges are not refundable unless the order arrived damaged, defective or incorrect.
Important exceptions
Items requiring extra care.
Certain products cannot be returned after opening or use for health, safety or product-integrity reasons. Product-specific restrictions shown on the product page also apply.
-
Field-Used Gear Products showing outdoor wear, dirt, moisture exposure, odors, stains or damage caused after delivery.
-
Hygiene-Sealed Products Opened items intended for personal hygiene, sanitation, drinking or direct skin contact when a protective seal was provided.
-
Used Consumables Opened or partially used filters, treatments, fuels, food-related consumables and single-use emergency supplies.
-
Modified Products Items that have been altered, repaired, personalized or assembled in a way that prevents safe resale.
-
Final Sale Items Products clearly identified as Final Sale before purchase are not eligible for a standard return or exchange.
Policy questions
Questions, answered.
These answers cover the most common return situations for shelter, sleep, camp kitchen and portable outdoor products.
Can I set up a tent before deciding whether to keep it?
A careful indoor setup is acceptable for checking dimensions, components and basic function. Tents used outdoors, exposed to weather or returned with dirt, odors, missing parts or damage may not qualify for a standard return.
Can I unroll a sleeping bag or inflate a sleeping pad?
Yes. You may inspect these products indoors and test basic inflation or fit. They must remain clean, dry, unwashed and free from signs of overnight or outdoor use.
What should I do if my order arrives damaged?
Keep the product and packaging together and report the issue as soon as possible. Include your order number and clear photographs of the product, packaging and shipping label so the issue can be reviewed efficiently.
Can I return a product without its original packaging?
Original packaging is strongly recommended and may be required when it is necessary to protect the product or confirm that all components are included. Requests involving missing packaging are reviewed individually.
Can I exchange an item purchased during a promotion?
Yes, provided the item is eligible and was not marked Final Sale. The replacement is based on current availability and current pricing. Any price difference will be addressed before the exchange is completed.
What happens if I send a return without approval?
Unapproved returns may be delayed, refused or sent back because the correct return destination and documentation were not confirmed. Always complete the request process before shipping.
Need help with an order?
We will help you find the right next step.
Include your order number, the product name and a brief description of the issue. For damaged or incorrect products, attach clear photographs when submitting your request.
Contact our support team