FAQ – Frequently Asked Questions

1. Where all do you ship in the US?
All 50 states. Shipping’s free on orders over $99, usually arrives in 3-5 days. Need it faster? 2-day shipping is available at checkout.

2. How long does an order take to arrive?
Usually 3 to 5 business days after it ships. You’ll get a tracking link by email as soon as it’s out the door.

3. Can I return something?
Yep, within 30 days. Just needs to be unworn with tags still on. Return shipping’s free within the US too, no restocking fees.

4. How long for a refund?
Once we get the item back, we inspect it, then refund goes to your original payment method in 5-7 business days.

5. Wrong size — can I exchange it?
Sure. Start the exchange from your order confirmation email — we’ll send the new size out as soon as the courier scans your return, you don’t have to wait for the refund first.

6. How do I figure out my size?
Every product page has a measurement chart, plus a note on what size the model’s wearing. Still not sure? Email us your usual size in another brand and we’ll point you in the right direction.

7. What’s the difference between a hardshell and a softshell?
Hardshell’s fully waterproof — good for real rain or snow. Softshell’s more breathable and stretchy, fine for wind and light drizzle, but it’ll soak through in heavy rain.

8. Down jacket or synthetic?
Down’s lighter, best for cold dry weather. Synthetic’s a bit heavier but keeps insulating even if it gets wet — better if you’re somewhere damp.

9. Are the shoes waterproof?
Some models are, it’s clearly marked on the product page. Trail runners and approach shoes are intentionally not waterproof so they dry faster in hot weather.

10. How do I wash a jacket or fleece?
Cold water, gentle cycle, use a detergent made for technical fabrics — regular detergent clogs the membrane. Skip fabric softener entirely. Dry shells on low heat, it reactivates the water-repellent coating.

11. Is there a warranty?
Yes, on manufacturing defects. Normal wear and accidental damage aren’t covered, but our repair service can usually fix those cheaply.

12. What size backpack should I get?
18-30 liters is plenty for a day hike. 40-50 liters for a one or two night trip. 60-70 liters if it’s a longer trip or winter.

13. Do sold-out items come back?
Core styles get restocked through the season. Seasonal colors and limited releases usually don’t return. There’s a back-in-stock alert button on sold-out pages.

14. How do I track my order?
You’ll get a tracking number by email once it ships. You can also check your order status by logging into your account.

15. How do I reach support?
Just email us, we usually reply within a business day. If it’s a sizing question, mention your usual size in another brand and we’ll help you out fast.