Customer Service Policy: Cotopaxs — Support for Every Step of Your Adventure

At Cotopaxs, we know your outdoor gear is key to a smooth, memorable journey—and our commitment to you doesn’t end when you hit “checkout.” Whether you need help choosing the right hiking boots, have questions about your order, or need support with a product after your trip, our team of outdoor enthusiasts is here to guide you. Below is our promise to keep your adventure on track, with clear, fair service rules tailored to outdoor lovers.

1. Order Inquiries & Tracking

We want you to stay informed about your gear—from purchase to delivery:

  • Order Confirmation: Within 1 hour of placing your order, you’ll receive a confirmation email (check your spam folder!) with your order number, item details, and estimated shipping date. If you don’t see it, reach out to us right away.
  • Shipping Updates: Once your order ships (usually 2–3 business days for in-stock items; pre-ordered gear will have a noted timeline), we’ll send a tracking link to your email. Use it to follow your package—whether it’s a tent heading to your campsite or a jacket en route for your hike.
  • Need Help Fast?: If your order is delayed, tracking isn’t updating, or you need to change details (like shipping address) after purchase, email [email protected] with your order number. We reply within 24 hours on weekdays (48 hours on weekends/holidays) and prioritize urgent requests for upcoming trips.

2. Returns & Exchanges: Flexible Rules for Outdoor Gear

We get it—outdoor gear needs to fit perfectly (and work as expected). Here’s how we make returns/exchanges easy:

  • Return Window: 30 days from the date you receive your order. For seasonal gear (e.g., winter sleeping bags, summer hiking apparel), we extend this to 45 days if you order during off-seasons (e.g., a winter bag in summer) to give you time to test it before your trip.
  • Item Condition: Gear must be unused, unwashed, and in its original packaging with tags attached—except for reasonable test use (e.g., trying on a jacket to check fit, setting up a tent once in your backyard to practice). We understand outdoor gear needs a “test run”—just avoid taking it on a full adventure before deciding.
  • Exceptions: Custom or personalized items (e.g., embroidered backpacks, size-tailored tents) and final sale items (marked “Final Sale” on product pages) are non-returnable/non-exchangeable. We also can’t accept returns for gear that’s damaged due to improper use (e.g., a tent torn from being set up in a storm without proper stakes).
  • How to Start: Email [email protected] with your order number, the item(s) you want to return/exchange, and why (e.g., “too small,” “not suited for my hike”). We’ll send a pre-paid return label (U.S. orders) or a return address (international orders) and step-by-step instructions.
  • Exchanges: If you need a different size/color (e.g., a larger hiking boot), we’ll ship the replacement for free once we receive your return—subject to stock. For time-sensitive trips, we can prioritize shipping the new item first (just ask!).

3. Product Support & Advice

Our team isn’t just customer service—we’re outdoor experts. Here’s how we help you get the most out of your gear:

  • Pre-Purchase Guidance: Unsure if a tent is windproof enough for mountain camping? Or if a backpack can handle a 5-day hike? Email us with your trip details (terrain, weather, duration), and we’ll recommend the right gear for your needs.
  • Post-Purchase Help: If you’re confused about setting up a tent, adjusting a backpack’s straps, or caring for waterproof apparel (e.g., how to reapply DWR coating), we’re here to help. We can share step-by-step guides, video tutorials, or even hop on a quick call to walk you through it.
  • Warranty Support: Most Cotopaxs gear comes with a 1–5 year warranty (details on product pages) covering defects in materials/workmanship (e.g., a jacket seam coming undone, a backpack strap breaking without misuse). If your gear fails under warranty, email us with photos of the issue and your order number—we’ll repair or replace it for free.

4. Damaged, Defective, or Incorrect Items

Mistakes or defects happen—but we fix them fast:

  • Damaged in Transit: If your gear arrives broken (e.g., a hiking pole snapped, a tent pole bent), email us within 48 hours of delivery with photos of the damage and packaging. We’ll send a replacement for free (no need to return the damaged item—keep it for parts if you want!) or issue a full refund.
  • Defective Gear: If your gear fails during use (e.g., a sleeping bag leaks, a jacket isn’t waterproof) and it’s not due to misuse, email us with details and photos. We’ll honor our warranty or offer a refund/exchange, even if you’ve used the item on a trip.
  • Wrong Item Sent: Got a camping stove instead of the cookware set you ordered? Our bad. Email us with photos of the incorrect item, and we’ll:
  • Ship the correct item via expedited shipping (free of charge).
  • Let you keep the wrong item (donate it, or use it for a future trip!) or return it with a pre-paid label—your call.

5. Accessibility & Inclusivity

Adventure is for everyone. We strive to make our service accessible to all:

  • Size Inclusivity: If a product doesn’t have your size (e.g., plus-size outdoor pants), email us—we track demand and often restock or expand sizes based on customer requests.
  • Accessibility Support: If you need help navigating the site, reading product details, or placing an order (e.g., via phone), let us know. We’ll adapt to your needs to ensure you can shop with ease.

6. Contact Us: How to Reach Us

We’re here when you need us—whether it’s a last-minute trip question or a post-adventure gear issue:

  • Email: [email protected] (our main hub—replies within 24 hours weekdays).
  • Phone: 1-XXX-COTOPAXS (Monday–Friday, 9 AM–5 PM EST) for urgent requests (e.g., a trip in 3 days).
  • Social Media: DM us on Instagram/Facebook for quick questions (e.g., “Is this jacket in stock?”).

When reaching out, include your order number (if applicable) and clear details—this helps us resolve your issue faster, so you can get back to planning your next adventure.

Our Promise

At Cotopaxs, customer service isn’t a department—it’s part of our commitment to the outdoor community. We treat your adventure like our own, and we’ll go the extra mile to make sure you have the gear and support you need to explore with confidence.

— The Cotopaxs Team (Adventure-Ready, Just Like You)