Whoa. You caught us off guard, we don't get asked about returns very often.
Give us a minute to find the info. There's a lotta cobwebs on these files...
Okay, if you do need to return a product to us here's what you need to know:
If for any reason you're not happy with anything you ordered from us, just send it back to us within 30 days by following the instructions below.
The product must be in 'like-new' condition - you're welcome to try a product to make sure you like it, but we cannot accept returns that are abused, stained, washed/laundered, or otherwise damaged (unless the damage is the result of a manufacturer's defect, in which case it is covered under our Lifetime Warranty).
Holiday Extension: All purchases made in November or December will be allowed an extended return window thru 1/31. We'll make it easy for the recipient to handle any returns or exchanges!
If you'd like to return or exchange an item, we ask that you first contact us by email or phone and let us know what you'll be returning and why (if you want to share, your experience means a lot to us!).
We'll help you confirm that your item(s) are eligible for return/exchange and help you out if there's anything we can do to help solve a problem you're having.
Once confirmed, returning or exchanging your item is as easy as shipping the items to:
Trek Light Gear
Attn: Returns & Exchanges
1925 33rd St.
Boulder, CO 80301
When shipping the items back to us, please use a service which provides Tracking and/or Delivery Confirmation - we can't be responsible for lost or missing packages that don't get to us.
Also, be sure to include a copy of your receipt or order number along with any pertinent contact info so we can reach you if necessary.
When we receive the item(s) we'll process a refund for the full amount you paid for the item(s) minus any shipping costs on the receipt. If you received Free Shipping on your order, a 10% Restocking Fee will be deducted from your refund amount to cover the initial shipping costs we paid to send you the item you're returning. Of course, if the return or exchange is due to an error on our part, we'll gladly cover or refund the shipping costs for you.
If exchanging, we'll contact you to let you know the cost of shipping the items you're exchanging for, along with any difference in the price of the item, and collect the necessary payment info from you to ship the new item(s) to you (or refund you if there's a difference in your favor).
If you purchased an item from us and don't have a receipt or proof of purchase we will offer you store credit that can be used on our website.
This only applies to items that are returned in unused and re-sellable condition. Trek Light Gear cannot accept returns for any used items without proof of purchase. If you purchased through our website and can't find your receipt just let us know and we can help you look up your order in our system.
As you've likely seen on our website, we stand behind our products with what we call our Happiness Guarantee. So, what does that mean exactly?
In a nutshell: We want you to be happy with what you buy from us, and if you aren't - you've got our promise that we'll always do whatever we can to bring you happiness.
Within reason, right? Maybe you're sad because everything in our store doesn't cost $1, or you wish our 30-day return window was actually 3 years - well, we need to have some policies and rules so we survive as a small business.
But, we're here for you, and will always do what we can to help - maybe it's a discount on your next order, store credit for a future purchase, or just going out our way to make sure that the next item you buy from us is exactly what you want.
Feel Good. Do Good. Pass It on.