At New Gearzy Store, we’re committed to getting your adventure gear to you quickly and making returns hassle-free if needed. Whether you’re prepping for a hike, climb, or bike ride, our shipping and returns policies are designed with outdoor enthusiasts in mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to get your gear adventure-ready:

  • Standard Shipping: $12.95 via DHL or FedEx (delivery in 10-15 business days after shipping)
  • Free Shipping: Available on orders over $50 via EMS (delivery in 15-25 business days after shipping)
Note: We currently ship worldwide except to certain remote areas and parts of Asia. Shipping times may vary during peak seasons or due to customs processing.

International Shipping

For our global adventurers:

  • Customs duties and taxes are the responsibility of the recipient
  • Please allow additional time for customs clearance
  • Tracking information will be provided for all international orders

Returns & Exchanges

We understand that sometimes gear needs to be returned or exchanged. Our straightforward process ensures you can get back to your adventures quickly.

Return Basics

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all tags attached
  • Return Shipping: Customer’s responsibility (original shipping fees are 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

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

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:

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

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:

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

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

– The New Gearzy Team