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Contact Us | FAQ


01. I want to know about the status of an order I have placed.

02. I want to place an order.

03. I have a question about an order I have received

04. I want to change my order.



I want to know about the status of an order I have placed


01. How do I know the status of my order?

02. How do I know when my order has shipped?

03. How Do I track the location of my order?

04. Why hasn't my package arrived yet?



Status Updates

 

With in 24 hours of successfully completing an order you will receive an e-mail confirmation from CampGear.com. Items which are in stock at one of our shipping facilities are typically processed and shipped in 1-2 business days. If your order is delayed, you will receive periodic updates from one of the friendly CampGear.com customer service representatives. If you have any questions about your order please contact us via phone 888-271-7500 or e-mail at CustomerService@CampGear.com.

 

***Note: If your billing information does not match the information your credit card company has on file your order may be delayed while we contact you. We do this to protect you from identity thieves!!

 

We place an extremely high value on customer security and privacy. We take many precautions in verifying the security and privacy or orders. For this reason, most orders take a minimum of 24-48 hours to leave our warehouse, before entering the shipping process. 

 

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Shipping Confirmation

 

Once your order has been processed and shipped, you will receive an e-mail confirmation from CampGear.com. This confirmation will include your tracking number(s) (if available), a detailed list of items that have shipped, a detailed list of items that are back-ordered, and the total amount charged to your account. Please be aware that we have multiple shipping facilities and your order may come in multiple packages. Due to the design of our order management system items that must be shipped from an alternate shipping facility may appear in the back-ordered section of your initial receipt. Your credit card will only be charged for the items when they are shipped.

***Note: If your billing information does not match the information your credit card company has on file your order may be delayed while we contact you. We do this to protect you from identity thieves!!

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Tracking Your Order

 

Tracking information for your order will be emailed to you with the shipping confirmation. With the tracking number you can use the tracking feature on the respective courier’s website. CampGear.com uses a few different shipping couriers, please be sure to note which courier your packages are shipping with. This information will be provided with your tracking number. If your order is shipped in multiple packages, they may not all be delivered by the same courier.

Tracking information is not always available for packages shipped via ground shipping. Packages going to military addresses are not traceable while in transit. Some tracking services only provide proof of delivery and do not provide status updates of the package while in transit. Some couriers can take up to 48 hours to provide initial tracking information; your package may not be traceable at this time.

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Delivery of Your Items

 

Please allow ample time for delivery of your items. The anticipated time frame for shipping does not include the 1-2 business day order processing time for in-stock items to be processed, packaged, and leave our warehouse. Sorry, if you place an order at 11pm Pacific Time and select Next Day Air Shipping your package will NOT be on your porch in the morning. Our shipping locations are all located in Michigan; please take this into account when you are selecting a shipping method.

While our shipping staff works late into the evenings, on weekends, and some federal holidays; the shipping couriers do not. While you may receive an e-mail notifying you that your packages have been shipped at night, on a weekend or federal holiday; please keep in mind that those packages will not actually be picked up by the shipping courier until the next business day. 

Large or extremely heavy items may be shipped via a freight trucking company. These items typically take 7-14 business days for delivery. For further information regarding freight shipments please contact our customer service department via phone 888-271-7500 or e-mail at CustomerService@CampGear.com.

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I want to place an order


01. How do I find a product that I am looking for?

02. Where can I find more information about a product?

03. How do I add items to my shopping bag?

04. How can I make changes to my shopping bag?

04. How do I calculate shipping delivery time?

05. How do I checkout?



How do I find a product that I am looking for?

 

The thousands of products available on CampGear.com can be found by using the Keyword Search Box at the top of the home page or by using our Product Navigation System at the top of the home page. To help you narrow your search you will find a variety of sorting functions in the left hand navigation on your screen.

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Learning More about Products

 

If you click on a product you’ve found on CampGear.com you will be directed to its product page. The detailed product page will display the availability of the sizes and colors of the product. In addition to availability you will also see a detailed description of the product. Depending on what item you are looking at you may see product specifications, product reviews from customers, product video reviews from our experts, buying guides, size charts, fit guides and a whole host of information designed to help you find the best products for you. If you still have questions please click on the Live Chat speech bubble (only visible when a customer service representative is logged in to Live Chat) to speak with on of our customer service representatives.
 

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Adding Items to Your Shopping Bag

 

Adding items to your shopping cart is a fairly simple process.


• First you need to choose which item you want to order including size, color and/or any other selectable options available next to the product image on the product page. If the orange button says "Select Option" then all necessary options have not been selected for the product you are purchasing.


• Next you will need to select the quantity of the item you wish to receive. Next to the item’s detailed option information (ex. Size/Color) on the product page you will be able to type the specific quantity you wish to receive in the box next to the Add to Cart button.
 

• Click the Add to Cart button to add the item(s) to your shopping bag.


• Your shopping cart is editable and accessible by clicking the shopping bag | check out with item count in the top right corner of each page.

Please take note of availability: CampGear.com offers many items as pre-sale through out the season. These items will have an expected shipment date displayed in red next to the selectable options (ex. Size/Color). That date is an estimated date based on when the product should be available to be shipped from our shipping locations. If an item is out of stock you will not be able to add it to your shopping cart.

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Making Changes to Your Shopping Bag

 

You can make the following changes to your shopping bag:

 

• Update the quantity.

 

To do this, simply type in the quantity you wish to purchase and click the "Update Cart” button above the order total and “Checkout” button in the shopping bag.
 

 

• Remove an item from your bag.


To do this, click the "Remove" button located next to the quantity display in the shopping bag.
 

 

• Edit the size/color of an item in your bag.
 

In the shopping cart you can click on the “Edit Details” button under the product title next to the image which will open a smaller window with the product page where you can select another size or color. When you click the update button the product will change in your bag.
 

Once you are satisfied with the items in your cart, click the Checkout button where you can choose to create an account or login as a returning customer which allows you to save your billing and shipping information and may provide you with special offers. If you choose to take advantage of guest checkout you can do that too.
 

 

• Return to shopping.


If you wish to continue shopping you can use the shopping bag to store items you wish to purchase. Click on the "Continue Shopping" button located the bottom of the shopping cart next to the “Checkout” button to search the site for additional items. At any time during your shopping experience, you can return to your shopping cart by clicking on the Shopping Bag icon located in the top right corner of the site.

 

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Calculating Delivery Time

 

Delivery Time = Two Business Day Order Processing Time + Shipping Time

 

Processing for all orders will take 1-2 Business Days. Selecting express shipping does not shorten the processing time. Please allow ample time for shipping, for the “safest” delivery time calculation add two business days worth of processing time to the shipping time you select upon check out.  Including the order processing time “Overnight Shipping” may actually take up to 3 business days to be delivered to you.

 

Example:
You place your order on Wednesday before Thanksgiving (Nov. 23) at 11pm in California; your order won’t start processing until the following business day. We are closed for the holiday Thursday, so you order should be processed, packed, and stacked ready for shipment by Monday (2 Business Days). Since our shipping couriers don’t pick up packages on weekends or holidays, the package won’t actually leave the shipping location until Tuesday if it is processed after the UPS pick-up for the day. If you selected ground shipping it can take up to 7 business days to reach your intended shipping location. Your package could take until December 7th to be delivered.

 

Please make a note of the product availability when adding the item to your shopping cart. In order to provide you with the best product selection, CampGear.com offers many items which are on-order from the manufacturers or are Drop Shipped directly from the manufacturer.

 

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Proceeding Through Checkout

 

Shopping Bag | Reviewing Your Order


Once you have filled your bag with all of the amazing new items that you wish to purchase, click on the shopping bag icon at the top of the webpage to view your shopping bag. This page will allow you to review your order. Please review your order carefully to ensure that you have selected the correct sizes, colors, and quantities etc. of each item. Once you check out you will not be able to change your order with out contacting CampGear.com customer service. Below the line displaying the total price for your order is a box to enter coupon codes. Once enter your coupon code you must click the “Update Cart” button for the shopping cart to re-calculate to reflect those changes.  After completing this page click the “Checkout” button.

 

Shipping and Payment | Logging-In and Creating and Account

When you click the “Checkout” button you will be prompted to either login (if you are not already logged in) or to check out as a guest. If you use guest check out you will need to enter your billing and shipping information and select a shipping method. Once your zip code is entered your shopping cart will refresh and apply sales tax if applicable. Keep in mind the 1-2 business day order processing time when selecting your shipping method. If you log into your account you billing and shipping information will be saved from your previous order with CampGear.com or one of our sister sites. If you have a gift card from CampGear.com you will be able to apply the gift card during the checkout process.


Order Confirmation


You will now be able to view your order confirmation page. This page will display your order and all information that you entered. You will also be able to view your order number on this page. You may want to print this page for your records, but you will also be e-mailed this information within 24 hours.

Please be aware:

• Review your order carefully. You cannot make changes to your order after submission without contacting CampGear.com customer service.


• When selecting a shipping method, keep in mind that it will take 1-2 business days for your order to be processed in our warehouse before being shipped.


• For security purposes, the billing address that you enter must match that of the credit card you use for payment.


• Orders may be delayed if the billing address entered does not match the address your credit card company has on file. We do this to protect you from identity thieves!!

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I have a question about an order I have recieved


01. What is your return policy?

02. How should I exchange/return an item?

03. What is you return address?

04. What should I do if I received the wrong item, color or size?



Return Policy

 

We want you to love your new camp gear, so if something isn’t right please let us know.  We accept returns of new or defective merchandise within 30 days of purchase. We will gladly send you another color, size, or an entirely different style if for some reason you are unhappy with your purchase. If you just want a refund we can certainly accommodate that as well.

You have 30 days to return merchandise as long as it is still in its original ‘new’ condition.  Orders placed between November 1 and December 31 may be returned until January 31 as we understand many of the orders placed at that time will be gifts for the holidays. New condition does include manufacturer’s packaging, so don’t throw anything away, remove tags, or squish the boxes until you know you’re satisfied with your purchase. All returns are for credit via the original payment method. All credits will be processed within 2-3 business days (Monday-Friday excluding holidays) upon receipt of your product(s). You will be credited for the original purchase price of the item less restocking fees (if applicable). You will not be credited for your original shipping charges. Customers are responsible for all shipping charges on items being returned to CampGear.com. However, in the event of an error on our part causing you to want/need to return your item CampGear.com will provide a pre-paid return label via e-mail for return shipping.

DO NOT DISCARD ANY PACKAGING OR INVOICES UNTIL YOU ARE COMPLETELY SATISFIED WITH THE PRODUCTS IN YOUR ORDER. ITEMS RETURNED WITHOUT ORIGINAL MANUFACTURER'S PACKAGING, OR DAMAGED PACKAGING, WILL BE SUBJECT TO A RE-STOCKING FEE OF 25% PER ITEM. All items must be returned in the shipping box/material they arrived in. We do not accept returns on used products, special orders or customized merchandise. We can not return equipment or clothing that have been used, so if you aren’t satisfied with your purchase please don’t take it camping for the weekend anyways. We can’t resell products covered in dirt and marshmallow goo; and trust us, we’ll know if you made s’mores.

To expedite the process of returning damaged or defective products please include quality images from a few angles with your email to customer service so our representatives can understand and help remedy the situation as soon as possible.

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Exchanges and Returns

 

Return for Refund - The item(s) must be returned in original manufacturer packaging. Mail your product(s) using the address labels from the bottom of your invoice and we will issue a timely fashion.


Return for Exchange – The quickest way to get your new item(s) shipping to you is to simply place a new order on CampGear.com for the new product(s) and mail the original product(s) back to us and we will credit your card once we receive your original product(s). We highly recommend that you place a new order if you wish to exchange a product as we can sell out of items very quickly. If you would like to do a traditional exchange please contact our customer service department at cs@CampGear.com or by calling 888-271-7500.


100% Satisfaction Guaranteed! - Regardless of when you bought it, you can return it or exchange it - Hassle Free.  Because even we know that sometimes you just are not satisfied; we don't want you to settle with something you don't love.  The bottom line is we sell fun and fun doesn't come with an expiration date or re-stocking fee.  Enjoy life on us.

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Return Address

 

If you wish to return an item, ship the package to the following address:

CampGear.com
2240 Greer Blvd.
Sylvan Lake, Mi 48320

Please note that CampGear.com is not responsible for shipping, handling or any other additional charges for returned items.

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Wrong Item, Color or Size

 

If you receive the wrong item, or if an item you receive is different from what you originally ordered, please contact our customer service department immediately. It is important that you contact us before returning your item. This way we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping and possible restocking fee. Before you call, please have your invoice that was either sent with the package or e-mailed to you in hand. This will aid the customer service representative in assisting you. In addition, please be prepared with a detailed description of the difference between the item(s) you ordered and the item you received before contacting us.

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I want to change or cancel my order

 

After you have placed your order, your order will be entered into our system to be processed. If for any reason you need to change or cancel your order, please contact us immediately. We will make every effort to assist you in changing your order or canceling your order. We fill orders and get them on their way as quickly as possible. So once your order has been shipped the order cannot be changed or cancelled. If your order has already shipped please follow our return instructions.

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