At Big Agnes Outdoor Store, we stand behind our gear with the same reliability we build into every product. If your purchase doesn’t meet your expectations, we’re here to help with a straightforward returns process.
Our Return Policy
We accept returns and exchanges within 15 days of your receipt of items. All returned products must be in original condition – unused, unwashed, and with all original tags attached.
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged:
- Camp Pillows (due to hygiene concerns)
- Closed-Cell Foam products (personal care items)
- Any items that show signs of use, damage, or missing original packaging
- Products purchased from third-party retailers
The Return Process
1 Submit Your Return Request
Complete the Return Request Form below and email it to our customer service team at [email protected] within 15 days of receiving your order.
2 Wait for Authorization
Our team will review your request within 1-2 business days and email you a Return Authorization Number and shipping instructions.
3 Package and Ship
Securely package your item with all original packaging and tags. Include the completed Return Form inside the package. Ship to:
1727 Farland Avenue
Victoria, US 77901
Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.
4 Processing Your Return
Once we receive your return, we’ll inspect it and process your refund or exchange within 3-5 business days.
Refund Information
Refunds will be issued to your original payment method:
- Credit Card Payments (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal Payments: 3-5 business days after processing
Original shipping fees are non-refundable. For exchanges, we’ll ship your new item once the return is processed, using the same shipping method as your original order.
Return Request Form
Copy and paste the template below into your email to [email protected]:
Subject: Return Request – Order #[Your Order Number]
Email Content:
Dear Big Agnes Customer Service,
I would like to request a return/exchange for my recent purchase.
Order Information:
Order Number: ________________
Order Date: ________________
Product Name: ________________
Product SKU/Model: ________________
Reason for Return/Exchange:
[ ] Size Issue
[ ] Color/Style Preference
[ ] Product Defect
[ ] Wrong Item Received
[ ] Other: ________________
Preferred Resolution:
[ ] Refund
[ ] Exchange for: ________________
Customer Information:
Full Name: ________________
Email Address: ________________
Phone Number: ________________
I confirm that the item is in its original condition with all tags attached and packaging intact.
Thank you,
[Your Name]
International Returns
For customers outside the United States, return shipping costs and any applicable customs duties are the customer’s responsibility. Please indicate “RETURNED GOODS” on your customs form to avoid additional charges.
Need Help?
Our customer service team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.
At Big Agnes, we’re committed to ensuring your gear supports your adventures, both on the trail and in our service experience.