Returning Products

Credit/Refunds | Exchanges | Return Procedures

Our return and exchange policies are designed to ensure that you always receive products of the highest quality and in the best condition possible from Northern Mountain Supply. We appreciate your cooperation with our efforts to fulfill your outdoor gear needs safely and affordably.

What Merchandise Can be Returned?

Northern Mountain Supply-NMS will accept returned merchandise for credit/refund or exchange when either of the following criteria have been met (excluding certain perishable food items, water filters/purifiers and/or climbing equipment as detailed below).

1. If you are dissatisfied for any reason with your order, Please call within 10 days of receiving your merchandise if you would like to make a return. Items must be returned in brand new, unused condition to our store in Eureka, California in accordance with NMS Return Procedures.
2. If there is a manufacturing defect (or if the product has sustained damage during transit) we must be notified by phone within 10 days of your receipt of the items in question. When returning defective or damaged merchandise to our store in Eureka, California. NMS Return Procedures must be followed.

Credit/Refunds

If your credit card was used to purchase the item(s) being returned we will issue you a refund equal to: the price you paid for the merchandise; plus sales tax (if applicable). Once we receive your returned shipment, and confirm its condition, a credit memo will be issued which usually takes from 1 to 3 weeks to process.

If you purchased merchandise with a money order, or via bank transfer, we will process your return as stated above and then mail you a business check from NMS for the appropriate amount. Store checks usually take from 1 to 3 weeks to process before they can be mailed to your 'Bill To Address'.

Exchanges

If you would like to exchange any merchandise you must call NMS Customer Service within 10 days of your receipt of the items in question at: 1-800-878-3583 (Canadian and/or International customers please call: 707-445-1711). Our representatives can then explain NMS Return Procedures, provide you with a Return Authorization Number, and assist you in determining and confirming that your replacement merchandise is in stock and available for delivery.

Once we receive your returned items, and confirm their condition, the shipment of your replacement merchandise will take place within 1 to 3 weeks. On all merchandise exchanges NMS will provide FREE UPS Ground Shipment of your replacement items to the original 'Ship To Address'. Some restrictions apply.

NMS Return Procedures

Whether you are returning merchandise for credit/refund or exchange the following steps and procedures must be followed in order to insure that your needs are met within as short a time frame as possible.

1. Call or e-mail NMS Customer Service
   Call NMS Customer Service at: 1-800-878-3583 (Canadian and/or International customers please call: 707-445-1711) or e-mail (mtn@northernmountain.com) and request a Return Authorization Number or 'RAN'. Please have your original shipping invoice ready when you call because it lists your account number along with other important customer information.
   
2. Label Package with 'RAN' & 'NMS Address'
   Please write the 'RAN' directly on the outside of the shipping box containing your returned merchandise. We suggest that you write it in large, bold letters right next to whatever form of shipping label you've chosen to use. Any package that arrives without an easy to read 'RAN' will be returned without processing.
   
   The 'Ship To Address' for all product returns is:
   Northern Mountain Supply, Inc.
   125 West Fifth Street
   Eureka, CA 95501
   USA
   
3. Pack Carefully -- Purchase Insurance if Necessary
   All returns should be properly packaged to prevent damage during transit. Check with your shipping company to find out what their normal level of insurance coverage equals. If your merchandise is worth more than their base level of liability coverage please purchase additional insurance to protect yourself from undue loss in the unlikely event that your shipment is lost, damaged or destroyed in transit.
   
   We recommend that you use a shipping company (such as UPS, FedEx, Airborne, etc.) who can provide you with a tracking number for your shipment. If you choose to use the U.S. Postal Service for your returns please request to be provided with a 'Return Receipt' once the delivery of your package has been made to our store in Eureka, California.
   
4. Wait Patiently 1 to 3 Weeks for Completion
   You may expect credit/refund and/or exchange services to be completed within one to three weeks after we receive your returned goods and confirm their condition.
   

What Merchandise Cannot Be Returned?

Climbing Equipment Return Policy

Lifesaving climbing equipment, including active and passive protection devices, ropes, harnesses, carabiners, quick draws, belay devices, crampons and related equipment will NOT be accepted by NMS for credit/refund or exchange except in instances where merchandise has been damaged in transit and/or there are manufacturer's defects present.

In the unlikely event that climbing merchandise is damaged in transit, or contains a manufacturing defect, you must call NMS Customer Service within 10 days of your receipt of the items in question at: 1-800-878-3583 (Canadian and/or International customers please call: 707-445-1711).

Shipping damage and manufacturing defect claims for climbing merchandise are handled by NMS Customer Service Representatives on a case by case basis. Please have your original shipping invoice ready when you call because it lists your account number along with other important customer information.

Mountaineering, rock, snow, and ice climbing are outdoor activities that carry with them the serious risk of injury and/or death due to equipment failure. Any climbing gear that leaves our store, and/or warehouse, has an unknown history from that point forward. Thus, it can never be sold as 'new' again because of the possibility that invisible damage may have occurred unknowingly. It is for this reason that you will never receive climbing equipment products from Northern Mountain Supply that have been previously shipped to another customer and subsequently returned for any reason.

In addition, Northern Mountain Supply urges you to follow climbing equipment manufacturer's guidelines and to not use these products for any other activity than those for which they were specifically designed. We also strongly encourage our customers to seek qualified professional instruction in the proper and safe use of these types of equipment.

Water Filter/Purifier Return Policy

Water filters and water purifiers may be returned only if they are damaged in transit, or there is an easily identifiable manufacturer's defect in the product itself. No other returns or exchanges in water filters or water purifiers will be accepted.
In the unlikely event that water filters/purifiers are damaged in transit, or contain manufacturing defects, you must call NMS Customer Service within 10 days of your receipt of the items in question at: 1-800-878-3583 (Canadian and/or International customers please call: 707-445-1711).

Shipping damage and manufacturing defect claims for water filters/purifiers are handled by NMS Customer Service Representatives on a case by case basis. Please have your original shipping invoice ready when you call because it lists your account number along with other important customer information.

Water filters/purifiers are intended to provide a measured amount of safe potable drinking water in emergency situations and on backpacking, camping or backcountry excursions. Their successful operation and performance is dependent upon their uncompromised condition and an adherence to manufacturer's suggested operational procedures. You will never receive a water filter/purifier from Northern Mountain Supply that has been previously shipped to another customer and subsequently returned for any reason.

Backpacking Food Return Policy

There are no returns or exchanges allowed of backpacking food items or other edible commodities once they have been purchased from Northern Mountain Supply unless they are damaged in transit, or there are manufacturer's defects present.

In the unlikely event that backpacking food items and other edible commodities are damaged in transit, or contain manufacturing defects, you must call NMS Customer Service within 10 days of your receipt of the items in question at: 1-800-878-3583 (Canadian and/or International customers please call: 707-445-1711).

Shipping damage and manufacturing defect claims for backpacking food items or other edible commodities are handled by NMS Customer Service Representatives on a case by case basis. Please have your original shipping invoice ready when you call because it lists your account number along with other important customer information.

Please plan your meals carefully so that you will not go hungry on the trail, nor need to bring back any excess items once they have been removed from the store. You will never receive an edible food item from Northern Mountain Supply that has been previously shipped to another customer and subsequently returned for any reason.