Welcome to the WildPackGear Basecamp Help Center. To help you prepare for your next expedition, we have organized our most common questions into four key stages of your journey: Gear Specs, Checkout & Payments, Dispatch & Tracking, and Trail Returns.
For full details, please refer to our Terms of Service, Shipping Policy, and Returns & Refunds Policy. Nothing in this FAQ limits any mandatory rights available to you under applicable consumer law.
1. Gear Specs & Pre-Purchase Checks
Q: How can I determine the correct size or capacity for camping gear such as tents, sleeping bags, or backpacks?
A: We are currently updating our product information coverage. Some product pages may currently display product images and limited descriptions, and may not include complete specification tables (e.g., tent floor dimensions, sleeping bag temperature ratings, or exact backpack volume). Product images are for visual reference only, and colours or proportions may vary by screen.
If a specific specification is critical to your purchase decision, please contact us at [email protected] before placing your order with the product name/link and your specific requirements. We will provide the information available to us or confirm if it is unavailable.
You are not responsible for verifying specifications that we did not disclose and that were not made available to you before purchase. If we cannot confirm a specification that is critical to your intended use, you may choose not to purchase the product.
2. Checkout & Payments
Q: What payment methods do you accept for camping equipment purchases?
A: We currently accept iDEAL, Bancontact, and BLIK. Payment method availability may vary by destination, order currency, and order value.
Q: What happens at checkout when I choose a payment method?
A: Our checkout uses dynamic wallet routing:
- You add items to your cart, proceed to checkout, and fill in your required billing and shipping information.
- You click “Place Order”.
- Only after clicking “Place Order” will our system evaluate your destination and currency, and dynamically load the available wallet payment options. You will not see the final wallet list during the initial information-filling stage.
- You select your preferred method from the options displayed.
- You are handed off to the payment provider’s secure interface to authorize the transaction (e.g., via your banking app, a one-time code, or biometric verification).
We do not request or store your online banking password, full payment credentials, or CVV. Payments are processed through licensed payment service providers that maintain PCI DSS compliance where applicable.
Q: I clicked “Place Order” and received an order number, but haven’t authorized the payment yet. Is my order confirmed?
A: Clicking “Place Order” generates an order record in our system with a pending or incomplete payment status. An order is not complete, nor is it accepted for processing or dispatch, until the payment has been successfully authorized and verified. If you choose not to complete the authorization or it fails, the order will remain unpaid and will not enter our fulfillment process.
Q: What should I do if my payment is declined or fails?
A: If your payment is declined or fails, the order will not enter processing. For security reasons, we cannot reinstate a declined order; you must place a new order. Please check that your payment account is active, has sufficient funds, and has not exceeded transaction limits. If the issue persists, contact your bank or payment provider directly, as they can explain the specific reason. You may also try another payment method displayed on the payment screen.
3. Dispatch & Tracking
Q: Can I cancel or modify my camping gear order after it has been placed?
A: You can cancel or modify your order (e.g., change size, colour, or quantity) only if it has not yet entered the shipping process. Please contact [email protected] immediately. Once the order has been packed or handed to the carrier, we are unable to make changes or stop the shipment. If cancelled before dispatch, a full refund will be issued to the original payment method.
Q: What is the estimated delivery time for my camping equipment?
A: Total delivery time comprises two stages: order processing (1–2 business days) plus standard shipping (7–14 business days), resulting in an overall estimate of 8–16 business days for eligible destinations. Expedited shipping options, where available, will be displayed at checkout with the applicable estimate and fee. Delivery estimates are not guaranteed dates.
Q: Can I track the progress of my order?
A: Yes. Once dispatched, we will email you a tracking number. Please allow up to 72 hours for tracking information to appear or update in the carrier’s system. If tracking has not updated within 72 hours, or if the parcel appears delayed, please contact us and we will open a carrier inquiry. A delay does not automatically entitle you to a refund, but if the carrier confirms the parcel is lost, we will arrange a replacement or refund.
4. Trail Returns & Refunds
Q: What is your return policy for camping products?
A: We accept returns subject to pre-approval and the eligibility criteria in our Returns & Refunds Policy:
- Quality-related, incorrect, or lost shipments: Within 30 calendar days of receipt (or confirmed delivery failure).
- Change-of-mind returns: Within 14 calendar days of receipt, provided the item is unused and in its original packaging.
Q: Who pays for return shipping?
A: If the return is due to our error (e.g., manufacturing defect or incorrect item sent), we cover the return shipping costs and provide a prepaid label where applicable.
If the return is for a customer reason (e.g., change of mind, incorrect size selected), you are responsible for arranging and paying for return shipping.
- Original outbound shipping fees are non-refundable.
- If your order qualified for free shipping because it met the $79.00 threshold and the entire order is returned for a customer reason, the standard outbound shipping fee of **$6.99 will be deducted** from the refund.
- Where applicable law permits and the amount has been disclosed to you prior to the return, non-recoverable import taxes, VAT, or customs clearance fees actually incurred by WildPackGear may also be deducted. No restocking fee is charged.
Q: Can I return a tent or sleeping bag that I tested outdoors?
A: For non-quality returns, products must be returned unused. We recommend an indoor field test (e.g., pitching a tent indoors or trying on a backpack with tags attached). For hygiene and safety reasons, items like opened sleeping bags, tents that have been pitched outdoors (exposed to dirt, moisture, or UV), water filters, and consumables (fuel, food) are not eligible for return unless they are defective.
Q: How long does it take to receive a refund?
A: After we receive and inspect the returned item, refunds are processed to the original payment method (iDEAL, Bancontact, or BLIK). Refunds may take up to 7 business days to appear in your account after approval, depending on your bank or payment provider’s processing policies.
Still at Basecamp?
If your question is not covered above, or if you need help with a specific order, please contact us:
True Wildlands Pro CampingGear LLC
Address: 167 W 3rd St, Forest, MS 39074 USA
TEL: +1 601-792-3478
Email: [email protected] (Available Monday–Friday, 08:00–17:00 UTC -6)
Registration Number: 1524209