Our Commitment to Your Adventure
At Big Agnes Outdoor Store, we’re dedicated to ensuring your outdoor gear supports every adventure. Our shipping and returns policies are designed with the same reliability we build into our 3N1 Sleep Systems, Backpacks, and Camp Furniture – straightforward, dependable, and focused on your needs.
Shipping Information
Order Processing
All orders are processed within 1-2 business days from our warehouse in Victoria, US. You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Delivery Time | Cost | Best For |
|---|---|---|---|
| Standard Shipping (DHL or FedEx) |
10-15 business days after shipment | $12.95 | Fast, reliable delivery for all your outdoor gear needs |
| Free Shipping (EMS) |
15-25 business days after shipment | FREE on orders over $50 | Budget-friendly option for non-urgent gear purchases |
Returns & Exchanges
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.
Return Policy Overview
- Return Window: 15 days from receipt of items
- Condition: Products must be in original condition – unused, unwashed, with all original tags attached
- Original Packaging: All original packaging must be included
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 showing signs of use, damage, or missing original packaging
- Products purchased from third-party retailers
The Return Process
Step 1: Submit Your Return Request
Complete the Return Request Form and email it to [email protected] within 15 days of receiving your order.
Step 2: Wait for Authorization
Our team will review your request within 1-2 business days and email you a Return Authorization Number with shipping instructions.
Step 3: Package and Ship
Securely package your item with all original packaging and tags. Include the completed Return Form and ship to:
Big Agnes Outdoor Store Returns1727 Farland Avenue
Victoria, US 77901
Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.
Step 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
Refund Timeframes
| Payment Method | Processing Time | Notes |
|---|---|---|
| Credit Card (Visa, MasterCard, JCB) | 5-10 business days after processing | Refunded to original payment method |
| PayPal | 3-5 business days after processing | Refunded to your PayPal account |
Important: 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.
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 shipping, 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.