Refund & Returns Policy

Last Updated: November 2025
Effective: November 19th, 2025

This Refund & Returns Policy is part of our Terms of Service and applies to all purchases made through The Outdoor Explorers.

1. Contact Information

Need help with a return or refund? We’re here.

📧 info@theoutdoorexplorers.com
📞 603-703-2626
🕒 Monday–Friday: 9 AM – 5 PM EST
📍 238 NH-9, West Chesterfield, NH 03466

2. Return Eligibility (30 Days)

Customers may request a return within 30 days of delivery.

To qualify, items must be:

  • Unused, unassembled, and undamaged
  • In original packaging with all manuals, hardware, and accessories
  • Accompanied by proof of purchase
  • Restocking Fees: Some suppliers charge restocking fees in the 10–25% range. If a restocking fee applies, we’ll notify you before issuing your RMA so there are no surprises.

3. Multi-Vendor Returns (Shopify Collective)

Many items ship directly from our vendor partners.

For vendor-fulfilled items:

  • The same 30-day return window applies
  • We coordinate the process for you
  • Vendor-specific return addresses may be required
  • Processing times can vary based on vendor warehouse procedures

4. How to Initiate a Return

For information about return shipping methods and timeframes, see our Shipping Policy.
Contact us at:

📧 info@theoutdoorexplorers.com
📞 603-703-2626

Include:

  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Photos (required for damaged/defective items)

We will provide:

  • A Return Merchandise Authorization (RMA)
  • Supplier-specific return instructions
  • A return label (if applicable)

5. Preparing Your Return

Please ensure:

  • The item is securely packaged
  • Original packaging is used
  • All accessories, manuals, and hardware are included
  • The RMA label is attached
  • Tracking number is saved for your records

6. Return Shipping Costs

  • Change-of-mind returns: Customer pays return shipping
  • Damaged/defective/incorrect items: We cover return shipping
  • Freight items: Return shipping may range $100–$300+ depending on carrier and product size
  • Store credit: To help offset high freight return costs, store credit may be offered as an alternative.

7. Specific Return Scenarios

7.1 Change of Mind

Eligible if item is unused, in original packaging, and returned within 30 days.
Restocking fees (10–25%) may apply.

7.2 Defective or Damaged Goods

If your item arrives damaged or defective:

  • Notify us within 48 hours
  • Provide photos/videos
  • We will arrange either:
    • A replacement, or
    • A full refund (including return shipping)

7.3 Incorrect Item Received

If you received the wrong item:

  • Notify us within 30 days of delivery
  • We will arrange immediate correction and cover all return shipping

7.4 Lost or Missing Packages

If your package shows "Delivered" but is missing:

  • Check with neighbors and building management
  • Look for a delivery notice
  • Contact us within 48 hours

We will file a carrier investigation and resolve the issue.

7.5 Order Cancellation

  • Before shipment: Full refund
  • After shipment: Must follow the standard return process

8. Exceptions (Non-Returnable Items)

The following cannot be returned:

  • Custom-made or personalized products
  • Perishable goods (e.g., MREs, food items)
  • Opened intimate or sanitary items
  • Digital/downloadable products
  • Gift cards
  • Clearance/final-sale items

High-Ticket Item Restrictions

Certain items—such as large tents, solar power kits, awnings, watercraft, and other oversized outdoor equipment—may have:

  • Supplier-specific restocking fees
  • Specialized return shipping requirements
  • Packaging requirements (palletized returns, liftgate pickup)
  • Additional manufacturer inspection steps
  • We will provide exact instructions and requirements before issuing your RMA.

9. Refunds

9.1 Approval Process

Refunds are issued after the supplier or vendor partner receives and inspects the item.
We’ll notify you via email once approved.

9.2 Refund Method & Timelines

  • Refunds are issued to the original payment method
  • Refunds typically appear within 14 days
  • Freight and vendor returns may require additional processing time

9.3 Partial Refunds

May apply if:

  • The item is used or incomplete
  • Packaging is missing or damaged
  • Components/accessories are missing
  • Return is outside the 30-day window
  • Restocking fees apply

10. Freight & Oversized Returns

Oversized products may require:

  • Pallet pickup
  • Liftgate service
  • Additional packaging
  • Restocking fees
  • Higher freight return costs ($100–$300+)

We will always outline these requirements before issuing your RMA.

11. Legal Rights

This policy does not override any rights available under U.S. consumer law.

12. Need Help?

We’re here to make returns as smooth as possible.  For information about how we protect your data during the return process, see our Privacy Policy.

📧 info@theoutdoorexplorers.com
📞 603-703-2626
🕒 Monday–Friday: 9 AM – 5 PM EST