Last Updated: April 2024

Our Philosophy: Just as we design our gear for reliability in the outdoors, we’ve designed our returns process to be straightforward and stress-free. We stand behind our products and want you to be completely satisfied with your Montanic adventure gear.

1. Our Return & Exchange Policy at a Glance

  • Return Window: 15 days from the date you receive your item.
  • Condition: Items must be unused, in original packaging, with all tags and accessories.
  • Process: Start by contacting our support team (details below) to receive a Return Authorization (RA) number and instructions.
  • Refunds: Issued to the original payment method within 5-10 business days after we receive and inspect the return.
  • Exchanges: Available for size or color, subject to stock availability.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty or incorrect.

2. Step-by-Step Return or Exchange Process

Step 1: Initiate Your Request (Within 15 Days)

Email our customer service team at [email protected] with the subject line “Return/Exchange Request” and include the following information. You can use the template provided in Section 4.

  • Your order number
  • The item(s) you wish to return or exchange
  • Reason for the return/exchange
  • For exchanges: your desired new size/color

Step 2: Receive Instructions & RA Number

Within 1-2 business days, we’ll email you a Return Authorization (RA) number and specific return instructions, including the warehouse address:

Montanic Returns
2641 Heather Lane
Redding, CA 96002
United States

Important: Please write the RA number clearly on the outside of the return package. Returns without an RA number may experience significant processing delays.

Step 3: Ship Your Return

Pack the item securely in its original packaging, including all parts, tags, and documentation. Include a copy of your packing slip or order confirmation inside the box. We recommend using a trackable shipping service (like USPS, UPS, or FedEx) and retaining your proof of postage.

Step 4: We Process & Issue Your Refund/Exchange

Once your return is received and inspected at our warehouse in Redding, CA, we will notify you via email.

  • For Refunds: Your refund will be processed, and a credit will be applied to your original method of payment (Visa, MasterCard, JCB, or PayPal).
  • For Exchanges: We will ship the replacement item to you via your chosen shipping method. If the requested item is out of stock, we will contact you to discuss alternatives or issue a refund.

3. Refund Timelines & Methods

Refunds are issued to the original payment method used for the purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB): 5-10 business days after we process the return. The timing for the refund to appear on your statement depends on your card issuer.
  • PayPal: 3-7 business days after we process the return. The refund will appear in your PayPal account.

Please note that original shipping fees (Standard or Free Shipping) are not refundable.

4. Return/Exchange Request Email Template

Copy and paste the template below into an email, fill in your details, and send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Montanic Customer Service Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Item Name: [e.g., Bike Light – 1000-2999 Lumens model] Reason for Return/Exchange: [e.g., Incorrect size, changed mind, product defect] For exchanges only: Desired Replacement Item/Size/Color: [Please specify] Please provide the Return Authorization number and instructions for shipping the item back. My contact information is as follows: Full Name: [Your Name] Email: [Your Email Address] Phone: [Your Phone Number – Optional] Thank you, [Your Name]

5. Items That Cannot Be Returned or Exchanged

To ensure the safety and hygiene of all our customers, the following categories of items are final sale and cannot be returned or exchanged, unless they arrive defective or damaged:

  • Accessories & Apparel for Personal Use: Items from the “Accessories” and “Apparels” menu categories (e.g., Beanies, certain wearable items) for hygiene reasons.
  • Care and Repair Products: All items from the “Care and Repair” menu category (e.g., chemicals, sealants, repair kits) once opened.
  • Personal Care & Cooking Items: Products from “Cooking Essentials”, “Cookware and Utensils”, and “Cups and Mugs” that have been used or removed from their sealed packaging.
  • Custom or Final Sale Items: Any item marked as “Final Sale” on the product page at the time of purchase.

Exception for Defective Items: If you receive a damaged, defective, or incorrect item from any category, please contact us immediately at [email protected] within 7 days of delivery, and we will arrange a replacement or refund at no cost to you.

6. International Returns

As we ship globally, customers outside the United States are responsible for any return shipping costs, customs duties, or taxes incurred when sending the item back to our warehouse in Redding, CA, USA. We cannot mark return packages as “gifts” or with a reduced value. We recommend declaring the item as a “Return for Refund” with its original value.

Questions? We’re Here to Help.

Our customer service team is as committed to your satisfaction as we are to crafting reliable gear. Don’t hesitate to reach out.

Email: [email protected]
Mail: Montanic Sale Store, 2641 Heather Lane, Redding, CA 96002, United States
Response Time: We aim to respond to all inquiries within 1-2 business days.

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