Key Policy Highlights

• Returns must be requested within 30 days of delivery for a refund or within 60 days for exchange or store credit.

• Items must be unused, unwashed, and in original condition with all packaging. tags and accessories.

• Certain items including safety equipment, electronics once opened and installed or mounted products may not be eligible for return.

Shipping Information

• Free shipping: Orders over $100 qualify for free economy shipping within the continental United States for standard-size items.

• Free shipping applies to standard size items with economy ground delivery only and excludes oversized, bulky or specialty items that exceed standard carrier size or dimensional limits.

• Orders under $100: Shipping is calculated at checkout based on destination, package size, weight, and carrier rates.

• Oversized or specialty items: Some products may require adjusted shipping charges due to size, weight, packaging requirements, or quantity, even if the item itself is lightweight. Shipping costs shown at checkout reflect carrier rates based on package size, weight, and destination.

• Typical shipping ranges (reference only):

• Bikes: $75–$299

• Backpacks & travel bags: $10–$200

• Roof racks & mounting systems: $30–$350

• Camping equipment (stoves, coolers, gear): $35–$180

• Long items (rods, paddles, poles): $30–$120

• Large gear (cargo boxes, paddle boards): $120–$400

• Shipping ranges are estimates only and may vary depending on destination, carrier surcharges, package dimensions, and packaging requirements. 

• Shipping charges: Shipping charges are non-refundable, except for verified errors by the store.

• Delivery estimates: Estimated delivery dates are not guaranteed. Delays may occur due to carriers, weather, or other factors outside our control.

• Shipping protection: Standard shipping does not include insurance coverage for loss or damage during transit. To insure against loss or damage during transit, select Shipping Protection at checkout. Shipping Protection covers loss or damage during transit only and does not cover theft or loss after delivery confirmation.

• Signature delivery: For high-value items or deliveries to unsecured locations, Signature Required for Delivery is strongly recommended.

• Delivery confirmation: Once a shipment is marked as delivered by the carrier, responsibility for the package transfers to the customer.

• Inspection upon delivery: Customers should inspect items promptly upon delivery and report any issues as soon as possible.

• Shipping damage reporting: Visible shipping damage must be reported within 24 hours of delivery so that a carrier claim can be initiated. Reports made after this period may not be eligible for shipping damage claims.

• Failure to report issues: Failure to inspect or report issues promptly may void eligibility for return, refund, exchange, store credit, or warranty claims.

Order Processing Time

Orders are typically processed within 1–3 business days after the order is placed, unless otherwise stated on the product page.

Processing time refers to the time required to prepare and ship an order and does not include carrier transit time. Orders are not processed or shipped on weekends or holidays.

Shipping Carrier & Delivery Delays

Customers may select a shipping method at checkout when available. If no method is selected, the store reserves the right to choose the shipping carrier and service.

Once an order has been shipped and transferred to the carrier, delivery timelines are controlled by the carrier. The store is not responsible for delays caused by shipping carriers, including weather conditions, transportation disruptions, customs processing, or other operational delays.

Delivery timeframes shown at checkout are estimates and are not guaranteed.
Expedited shipping services such as Next Day Air or 2-Day shipping apply to carrier transit time only and do not shorten order processing time.

Delivery Confirmation

Orders with carrier tracking showing a delivered status will be considered successfully delivered. Customers experiencing delivery issues after delivery confirmation should contact the shipping carrier directly to investigate the delivery. Delivery confirmation provided by the shipping carrier will be considered proof of delivery.

Item Not Received Claims

The store reserves the right to deny claims for orders marked as delivered by the carrier. Customers reporting a missing package after delivery confirmation should contact the shipping carrier to open an investigation.

Package Protection

Package protection may be available for purchase at checkout. When purchased, it covers packages that are lost or damaged during transit only.

Package protection does not cover issues occurring after delivery, including stolen packages, missing packages after delivery confirmation, or damage occurring after delivery.

Signature Confirmation

Signature confirmation may be available as an optional service during checkout. If selected, the carrier will require a signature upon delivery. If this option is not selected, shipments may be delivered without a signature according to the carrier’s standard delivery procedures.

Incorrect Address & Return to Sender (RTS)

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If a package is returned due to an incorrect or incomplete address, failed delivery attempts, or refusal by the recipient, the order will be treated as a standard return. Original shipping costs are non-refundable, and additional shipping fees may apply to reship the order. Refunds, if issued, will be for the item(s) only minus original and return shipping costs.

Returns & Exchanges

We want you to have confidence in your purchase. Please inspect and test your items as soon as possible after delivery. Return eligibility is determined by item condition, timing, product category, and resale suitability, as outlined below.

Bikes are non-returnable.

Return Timeframes

• Refunds to the original method of payment are available only within 30 days of delivery for eligible items.

• After 30 days and up to 60 days from delivery, eligible items may be returned for exchange or store credit only.

• No returns, exchanges, or store credit are accepted after 60 days, unless otherwise required by law.

All return windows are based on the delivery date confirmed by the carrier, not the purchase date.

New & Unused Items

New, unused items in original condition may be returned if all criteria below are met:

• Returned within 30 days for a refund, or within 60 days for an exchange or store credit

• Original packaging, tags attached, manuals, accessories, UPCs, and serial numbers intact

• Items must be unused, unwashed, undamaged, and resalable. Items showing signs of outdoor use, wear, dirt, odor, or installation may be considered used and may not qualify for a refund.

• Items used for outdoor activities, travel, or extended wear may be considered used and may not qualify for return eligibility.

• Footwear that shows signs of outdoor use, trail wear, dirt, or sole wear may be considered used and may not be eligible for return.

Items missing packaging, tags, UPCs, serial numbers, or components may be rejected or issued reduced store credit, at our sole discretion.

Exceptions apply to Garmin/Coros devices and all climbing, rock, ice, avalanche, and safety equipment (see Non-Returnable Items).

Exchanges

• Exchanges are subject to product availability and are not guaranteed.

• If the requested exchange item is not in stock, the request will be treated as a return, not an exchange, and processed according to the applicable return terms:

• Within 30 days of delivery: refunded to the original payment method

• 31–60 days from delivery: issued as store credit only

• Return shipping costs apply as per the return policy

• Original shipping charges are non-refundable

• Exchange requests do not reset, extend, or suspend return timelines.

Refunds & Shipping

• Refunds are issued only to the original method of payment, unless store credit is requested or required.

• Original shipping charges are non-refundable.

• Return shipping costs for refunds are the customer’s responsibility.

• Orders shipped before cancellation request:

• Cancellation requests must be received before an order ships or leaves our facility.

• If an order cannot be cancelled because it has already left our facility, any refusal or denial of delivery will be treated as a standard return. The customer is responsible for return shipping, and refunds or store credit are issued only after the item is received and inspected.

• Online exchanges (when the replacement item is in stock) and returns for store credit are free of charge.

• In-store returns, exchanges, and used gear buy-backs are always welcome.

• Gift card issuance: If the original payment method cannot be refunded (e.g., canceled/expired card), a gift card for store credit will be issued, which does not expire.

Refunds to credit or debit cards may take 5–10 business days to appear, depending on your financial institution.

Gift Returns

• All rules are applicable to gift items as well.

• Gift item return requires proof of purchase (online order number, or gift receipt).

• If the original payment method cannot be refunded (e.g., canceled or expired card), a gift card for store credit will be issued.

• Store credit never expires and is non-refundable.

If proof of purchase is unavailable, we may attempt to locate it using:

• Purchaser’s name

• Phone number

• Date and approximate time of purchase

• Total transaction amount

• Description of items purchased

Warranty, Defects & Manufacturer Claims

• We do not accept returns of abused or damaged items.

• If you believe your item has a manufacturing defect, please contact us promptly to initiate a warranty evaluation. Warranty claims must be reported as soon as possible after the discovery of the defect and within the manufacturer’s specified warranty period. Late reporting may void the warranty.

• Warranty claims are handled according to the manufacturer’s warranty and do not override return eligibility, timelines, or non-returnable item restrictions outlined in this policy.

• For items with manufacturer defects (including Garmin/Coros devices, watches, or other equipment), the store may assist in facilitating the warranty process, but claims are ultimately handled directly with the manufacturer following their warranty procedures.

• Warranty coverage does not apply to damage caused by misuse, abuse, accidents, unauthorized alterations, improper use, or normal wear and tear.

Inspection & Reporting

• All items must be inspected as soon as possible upon delivery, regardless of whether the item is a gift.

• Any damage, defects, missing components, or incorrect items must be reported immediately.

• Items must be inspected before assembly, installation, or use. Assembly, installation, or use of an item may be considered acceptance of the product’s condition at the time of delivery.

• If shipping damage is reported, customers may be required to provide photos of the packaging, shipping label, and the damaged item so that a carrier claim can be initiated.

• Failure to inspect or report promptly may void eligibility for return, refund, exchange, store credit, or warranty claims, even if the item is unopened, a gift, or otherwise delayed in use.

• Items reported after the applicable return window or manufacturer warranty period are not eligible for return, refund, or exchange except where covered under the manufacturer’s warranty.

• Non-returnable items, once shipped back, do not qualify for warranty replacement through the store and must be processed directly with the manufacturer.

Final Determination

All returns, exchanges, and store credit approvals are subject to final inspection and approval. We reserve the right to refuse returns, limit return privileges, or deny future returns in cases of policy abuse. We also reserve the right to request additional verification before approving refunds, replacements, or claims.

Non-Returnable Items & Exceptions

• The following items cannot be returned under any circumstances:

• Climbing & mountaineering equipment: hardware, harnesses, helmets, slings, runners, quickdraws, carabiners, ropes, ice axes/tools/hammers, ascenders, belay devices, protection devices.

• Ski, snowboard, and avalanche safety equipment: used, altered, or customized gear, airbags, custom-fit boots/footbeds, cut ski poles.

• Avalanche beacons and airbags.

• Garmin/Coros devices and watches once opened or activated.

• Headphones, earbuds, and wearable audio devices (including Shokz products) once opened or used.

• Vehicle rack systems and mounting products (including Thule, SeaSucker, Kuat, and similar products) once opened, installed, or assembled.

• Items that require installation or mounting may not be eligible for return once packaging is opened.

• Safety equipment designed to protect against impact, fall, avalanche, or water hazards may not be eligible for return once used, installed, or activated.

• Personal-use or hygiene-sensitive items that come into direct contact with the body may not be eligible for return once opened or used.

• Items that have been mounted, installed, assembled, or modified may not be eligible for return.

• This list is not exhaustive. Other items may also be non-returnable for safety, hygiene, or manufacturer reasons.

• If a non-returnable item is shipped back, the store is not required to accept it, and all shipping costs to and from the store are the customer’s responsibility.

• Manufacturer defects (e.g., Garmin/Coros) must be addressed directly with the manufacturer, following their warranty process.

• Used items for safety or hygiene reasons may also be deemed non-returnable, even if not explicitly listed above.

Proof of Purchase

• All returns require proof of purchase (receipt, order number, or gift receipt).

• Returns without valid proof of purchase may be declined.

How to Initiate a Return

• Reply to your order confirmation email

• Email CustomerService@ascentoutdoors.com with your order number and details.

• Submit the return form on our website

• Return in person during store hours

To initiate a return or exchange, you’re welcome to reply to your original order confirmation email, email us at CustomerService@ascentoutdoors.com with your order number and details, or complete the form to the right. Our team is here to help and will guide you through the next steps.

We kindly ask that you review our return policy before submitting your request, as it contains important details. Exchanges and returns for store credit are always free. For returns issued back to the original method of payment, return shipping costs are the customer’s responsibility and will be deducted from the refund once processed.