At wildpackgear, we maintain stringent quality control standards for all camping equipment and outdoor gear. Should any issues arise after delivery, please contact our customer service team at [email protected] without undue delay. We are committed to resolving all legitimate concerns in a timely and efficient manner.
Return Period
Items may be returned or exchanged within 30 calendar days of receipt, provided they meet the eligibility criteria outlined below.
Return Shipping Options
Customers may choose from the following methods for returning products:
- Post Office Collection – Arrange a pickup from your local postal service.
- Drop‑off at Post Office – Deliver the package directly to your nearest post office branch.
Shipping Cost Responsibility
- Our Fault – If the return is due to our error (e.g., defective or damaged items, incorrect product sent, or fulfilment mistakes), we will cover the return shipping costs and provide a prepaid return label where applicable.
- Your Reason – If the return is initiated for reasons not attributable to us (e.g., change of mind, incorrect size selection, or incompatibility with your camping setup), you are responsible for the return freight. Costs may vary depending on the carrier selected.
Return Requirements
- Non‑Quality Issues – Products must be returned unused, undamaged, and in their original packaging with all tags, accessories, and documentation intact. For hygiene and safety reasons, certain items—such as opened sleeping bags, tents that have been pitched outdoors, water filters, or any consumable components (e.g., fuel canisters, food items)—may not be eligible for return.
- Pre‑Approval Required – All returns must be pre‑approved by our customer service team. Unauthorised returns will not be processed.
- Quality or Incorrect Delivery Issues – In cases of defects or incorrect shipments, please provide clear photographic evidence of the issue. Our team will then issue return instructions accordingly.
Eligible Circumstances for Return/Refund
We accept returns and issue refunds under the following conditions:
- The product is damaged or defective due to manufacturing or transit errors.
- The item received does not match the description on the product page (e.g., incorrect size, colour, or material).
- The parcel is lost or undelivered.
- Delivery exceeds the originally stated estimated timeline (subject to verification).
Return Process
- Contact Customer Service – Send an email to [email protected] with the following information:
- Order number
- SKU or product name
- Reason for return (with supporting photos, if applicable)
- Response – Our team will reply within 24 hours on business days with detailed return instructions and, if applicable, a return authorisation number.
- Ship the Items – Once you have received our instructions, ship the package to the address provided. Be sure to retain the tracking number and shipping receipt for your records.
- Refund/Exchange – After we receive and inspect the returned item, we will process your refund or exchange promptly. Refunds are issued via the original payment method.
Critical Notices
- Return Address – Please use only the return address supplied by our customer service team. Packages sent to any other address—including the sender’s address on the package—cannot be processed.
- Non‑wildpackgear Items – Do not include any items not purchased from wildpackgear. We are unable to process or return such items.
- Lost/Stolen Packages – We are not responsible for packages lost or stolen during return transit. It is your responsibility to retain proof of shipment and tracking information.
- Refund Timing – Refunds may take up to 7 business days to appear in your account, depending on your payment provider’s processing policies.
Special Cases
- Defective or Damaged Items – For carrier‑related damage or manufacturing defects, we will supply a prepaid return label and cover all associated return costs.
- Customer Remorse – For returns due to size/style preference changes (e.g., selecting a different tent capacity, sleeping bag temperature rating, or backpack volume), you are responsible for arranging and paying for return shipping.
- Used or Soiled Items – Products that show visible signs of use, dirt, stains, odours, or damage (e.g., torn fabric, broken zippers, or bent poles) may be refused for return. We reserve the right to reject such returns and return the product to you at your expense.
Contact Us
For any questions regarding this Return & Refund Policy, or to initiate a return, please reach out using the details below:
Address: 167 W 3rd St, Forest, MS 39074 USA
Telephone: +1 4588770395 (Monday–Friday, 08:00–17:00 UTC +8)
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond to all enquiries within 24 hours on business days.