Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Damaged items, non-perishable items, and Clearance items will not be accepted, so if you aren't sure about the condition please email us first at info@adventureoutfitters.ca.

To start a return, you can use one of two methods:

Self-Ship

Just return the item using any method to us here at 

ADVENTURE OUTFITTERS
1828 8th Line Smith
Lakefield Ontario CA
K0L 2H0

Pre-Paid Label

If you'd like to follow our process through Canada Post for a pre-paid return label, please contact us at info@adventureoutfitters.ca to begin the process! Please note: the costs of return remain the customer's responsibility. The costs of this return label will be deducted from your return when it is processed. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

In addition to perishable items, we do not accept returns for the following items:

"Deep-Discount" Items. Any item purchased during an end-of-season sale, in excess of 30% off, cannot be returned. All items in our Discount Room (or in the Clearance Sale section of our website) are final sale.

Rental Items. Our renters have an opportunity to cancel items until the pickup event, with only a small late cancellation penalty. However, once the rental equipment is in your care, it cannot be refunded. We do not accept refunds for early returns. Renters are fully responsible for the care and maintenance of their equipment while it is in their care.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
Your refund will be processed as soon as your return is received. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

Warranties

We are committed to stocking long-lasting, reliable products, and we work very closely with the warranty departments of our manufacturers to ensure that damaged or defective items under warranty are either replaced or repaired. To initiate a warranty inquiry, please email us at info@adventureoutfitters.ca. Please note that manufacturers require clear documentation of the defect or damage, so pictures of your item may be required. Since we may need to communicate with several parties to achieve a repair or replacement, and since shipping times tend to vary, we cannot ensure a specific timeline for your repair or replacement to arrive -- but we can guarantee that all valid warranty claims will be fulfilled, with no additional shipping or handling costs on the part of our customers after the item is received at our location, except when specified in the manufacturer's warranty literature.

Darn Tough

We are pleased to honour all Darn Tough sock warranty replacements over the counter. Please note that we can only replace your sock with socks we have currently in stock -- no special orders! If you'd like a specific sock, please contact Darn Tough at https://darntough.com/pages/our-unconditional-lifetime-guarantee

Outdoor Research

Even if it beyond your return period, Outdoor Research products marked with Infinite Guarantee have a limitless warranty available directly through the company. Please visit https://www.outdoorresearch.com/en-ca/pages/warranty to begin the claims process.