At Outlet Snow Traverse Store, we stand behind our gear like we stand behind our avalanche safety advice. We want you to be completely satisfied with your alpine equipment and outdoor apparel. If you need to return or exchange an item, we’ve made the process as straightforward as following a well-marked trail.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. Items must be:

  • Unworn, unused, and in original condition
  • In original packaging with all tags attached
  • Accompanied by the original receipt or order confirmation
Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns on Men’s Underwear & Sleepwear and Women’s Baselayers unless they arrive defective or damaged.

How to Initiate a Return or Exchange

Follow these steps like you’d follow a climbing route:

  1. Contact Our Mountain Logistics Team
    Email us at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include:
    • Your order number
    • The item(s) you wish to return/exchange
    • Reason for return
  2. Receive Your Return Authorization
    We’ll email you a Return Authorization Number (RAN) and shipping instructions within 24-48 hours (faster than alpine weather changes!).
  3. Package Your Items Securely
    Repack the items in their original packaging, include all tags and accessories, and seal the package like you’d secure your climbing gear.
  4. Ship Your Return
    Affix the provided return label (for US customers) or follow the international return shipping instructions. For exchanges, indicate your preferred replacement item.

Return Shipping

Return shipping costs are the customer’s responsibility, except in cases where we sent the wrong item or it arrived damaged. We recommend using a trackable shipping service (your GPS for packages).

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days after we receive your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive an email confirmation when your refund is processed

Note: Depending on your financial institution, it may take 5-10 additional business days for the refund to appear on your statement.

Exchanges

Need a different size or color? Exchanges follow the same process as returns. In your initial email, please specify:

  • The item you’d like instead (check current availability on our website)
  • Whether you prefer to wait until we receive your return before we ship the exchange

For faster service, we recommend placing a new order for the desired item and returning the original separately.

Damaged or Defective Items

If your gear arrives damaged or defective (which is as rare as a sunny day in the Alps):

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or refund and provide a prepaid return label

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:

Dear Mountain Logistics Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) for return:
[Product Name], [Size], [Color], [Quantity]

Reason for return:
[Please specify: wrong size, changed mind, defective item, etc.]

For exchanges, I would like:
[Product Name], [Size], [Color], [Quantity]

Please let me know the next steps at your earliest convenience.

Best regards,
[Your Full Name] [Your Contact Information]

Questions?

Our Mountain Logistics Team is ready to assist with any return or exchange questions. Contact us at [email protected] – we respond faster than you can say “glissade!”