Adventure with Confidence – Our No-Hassle Return Policy

At New Gearzy Store, we stand behind our gear like you stand on the summit. If your purchase doesn’t meet your adventure needs, we’ll make it right. Below is our straightforward return and exchange process designed to get you back outdoors quickly.

Return & Exchange Basics

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with tags attached
  • Return Shipping: Customer responsibility (original shipping fees non-refundable)
  • Refund Method: Original payment form

Non-Returnable Items

To protect all adventurers, these items cannot be returned:

  • Customized “Build Your Hike Kit” or “Build Your Run Kit” configurations
  • Opened drinkware (for hygiene reasons)
  • Baselayers with removed tags

Simple 3-Step Return Process

Step 1: Submit Your Return Request

Email our support team at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer refund or exchange
Return Request Template: Subject: Return Request for Order #[Your Order Number] Dear New Gearzy Team, I would like to request a return/exchange for my recent order: Order Number: [Insert] Item(s) for Return: [Product Name, Size, Color] Reason: [Select: Wrong Size/Color, Defective, Not As Described, Changed Mind] Preference: [Refund/Exchange for (specify product if exchanging)] Please advise next steps. Best, [Your Full Name] [Your Email Address]

Step 2: Receive Your Return Authorization

Within 24-48 hours, we’ll email:

  • Return authorization number (required for processing)
  • Return shipping instructions
  • Prepaid return label (for defective/wrong item cases)

Step 3: Ship Your Return

Package items securely with original packaging and include:

  • Completed return form (included in original shipment)
  • Copy of your invoice
  • Return authorization number clearly visible

Note: We recommend using a trackable shipping method. New Gearzy is not responsible for lost return packages.

Refund Processing

Once we receive and inspect your return:

  • Timeline: 3-5 business days for processing
  • Method: Refund issued to original payment:
    • Credit cards (Visa/MasterCard/JCB): 3-10 business days to appear
    • PayPal: Typically within 24 hours of processing
  • Notification: You’ll receive email confirmation when processed

Exchanges

For size or color exchanges:

  1. Follow standard return process
  2. Clearly indicate desired replacement item
  3. We’ll ship new item once return is received (additional shipping charges may apply)

Pro Tip: For fastest exchanges, consider placing a new order and returning the original.

International Returns

For adventurers outside the U.S.:

  • Customs forms must be marked “RETURNED GOODS” to avoid duties
  • Original shipping costs not refundable
  • Allow extra time for international shipping

Need Help?

Our gear experts are ready to assist:

Email: [email protected]
Mail: 775 47th Street, Oakland, US 94609

We typically respond within 24 hours (except during major expeditions).

Now get back to planning your next adventure—we’ve got your returns covered.

– The New Gearzy Team