Mountainsmith Customer Service

If you are experiencing any problems or have any questions about your Mountainsmith equipment our Customer Service Department is here to help. Please feel free to email us at service@mountainsmith.com or call us directly at 800.551.5889.

Order Processing:

We are open 8am-5pm MST Mon-Fri and are closed on weekends. Orders placed over the weekend will not be processed until Monday morning. Please see shipping polices and rates for order turnaround time.
Payments Accepted – we only accept Visa, MasterCard, Discover, and American Express. We do not accept payments via check, money order, or cash.
Changing/Cancelling Orders – to change or cancel an order, please email us at webstore@mountainsmith.com or call us directly at 800.551.5889 and, if your order has not already been processed and shipped, we will make the adjustments you need. If the order has already shipped, we cannot make these adjustments.

Warranty:

All Mountainsmith products are covered by a Lifetime Warranty against materials and workmanship defects. All warranty returns must be accompanied by a return authorization number (RA #). Products found to be defective will be repaired or replaced at our discretion and Mountainsmith reserves the right to make all determinations as to the use of this policy. For products that cannot be repaired or replaced, including wheeled luggage, Mountainsmith reserves the right to fulfill this policy as they see fit. To submit a warranty claim or send us an item for repair please e-mail a photo of the product, product info, and shipping info to service@mountainsmith.com and we will follow up with a return authorization number. You may also contact our warranty department at 800.551.5889. To ship items in for warranty, you can use any carrier you want but ALL items must be addressed as:
Mountainsmith
Attn: Warranty, RA#
701 Pine Ridge Rd.
Unit #3
Golden, Colorado 80403
The RA# must be written in plain sight on the outside of the box – keep track of this as it is how we keep track of your item. Please label areas for repair on pack with a piece of tape and include a short note detailing what is broken on the pack. Turnaround time for warranty items can be up to 6 weeks but we try to move things along faster than this. Please feel free to call us with any questions at 800.551.5889.
Spare parts are available for new and old Mountainsmith products, please feel free to email us at service@mountainsmith.com or call us directly at 800.551.5889.

Returns & Exchanges:

Mountainsmith accepts returns/exchanges for products purchased from www.mountainsmith.com. For returns/exchanges you have purchased from one of our Specialty Outdoor Retailer Stores please contact them directly for their return/exchange policy.

Please note products on our website are subject to change without notice. Product images and specifications are accurate to the best of our abilities. If you have any questions or concerns about the product you ordered, please contact us at once so we may help to resolve any issue you may have.


Returns:

To return any items purchased from www.mountainsmith.com, please send it back to our warehouse at:
Mountainsmith
Attn: Returns
575 West High Street
Aurora, MO 65605
Please include your order #, name, address, daytime phone number, email address and the items being returned, and why you are returning them on a note in the inside of the box. Please email webstore@mountainsmith.com or call 800.551.5889 with any questions.
Please allow 5-7 business days to be refunded your original purchase price for your return. Refunds for returns will not be processed until product is received at our Mountainsmith warehouse and will be processed in the original form of payment. 

Please note returns/exchanges/refunds will be significantly delayed if mailed back to our headquarter office in Golden, CO.  Our Golden, CO office is for warranty items only.


Exchanges:

To make an exchange, return your order using the above instructions and simply place a new order on our website. Refunds for returns will not be processed until product is received at Mountainsmith and will be processed in the original form of payment, please allow between 5-7 business days to see your refund. Your new order will be processed when we receive the order.
Please note returns/exchanges/refunds will be significantly delayed if mailed back to our headquarter office in Golden, CO. Our Golden, CO office is for warranty items only.

Return/Exchange Shipping Policies:

It is your responsibility to pay for return shipping charges. We recommend you use a shipment method with a tracking number, but it is not required. We are not responsible for items sent back without a tracking number. If your item is defective or you were sent the incorrect item, please contact us via phone or email. Please package your return inside a box – if it is returned to us damaged due to bad packaging, we will not be able to reimburse you for the item. Any items sent back in unsellable condition will be sent back to the customer with no refund issued.
Please note returns/exchanges/refunds will be significantly delayed if mailed back to our headquarter office in Golden, CO. Our Golden, CO office is for warranty items only.