ORDERING & PAYMENT
How long will it take for Customer Service to respond?
You can expect a response within 1 business day. Our customer service team works Monday-Friday.
I ordered the wrong items. Can I cancel or change my order after it has been placed?
Unfortunately, we are unable to edit or cancel an order once it has been placed.
Who is responsible for international taxes and duties?
Taxes and duties incurred by each country on imported items are the customer's responsibility. Custom fees are based on the total value of the products entering your country. Unfortunately, we have no control over this.
SHIPPING & TRACKING
Do you ship internationally?
We ship worldwide. International customers may choose from a range of shipping options with FedEx and UPS Mail Innovations.
How long do orders take to ship?
Our warehouse team works Monday - Friday. Orders placed on Friday - Sunday will be shipped out the following Monday or Tuesday. While we work very hard to process and ship all orders in 1-2 days, please allow 2-5 business days for orders to be shipped.
My tracking information says my package is being returned to sender. What steps can I take to have the package reshipped to me?
My tracking information says my package was delivered but I never received it?
In the rare case that your tracking information shows “delivered” to your address but you never received your package, we ask that you file a “lost” package claim with your carrier:
Once you have filed a claim, send an email to firstname.lastname@example.org with the claim number and we will follow up with the shipping carrier.
RETURNS & EXCHANGES
What is your Return/Exchange policy?
We stand behind the quality of every product we sell. If your purchase does not work out for any reason, you may initiate a return or exchange within 21 days of receiving your order. Products must be unwashed and unworn with original tags. We will pay for the return shipping for all US orders. Returns can be refunded back to the original payment method or come in the form of store credit. We cannot offer free return shipping for international orders or refunds on Customs or Duties.
Please note: all sale items are final and cannot be returned for a refund or exchange. We do not accept returns or exchanges on facemasks, face coverings, balaclavas, leggings, underwear or socks.
How do I start a Return or Exchange?
What is the status of my Return or Exchange?
Please allow 3-5 business days from the time we receive your package to process your return/exchange.
I received the wrong item in my order. What should I do now?
Please send an email with your order number and a photo of the incorrect item we sent you to email@example.com. We will immediately send you the correct item with a prepaid return label so that you can return the incorrect item.
Do you sell Gift Cards?
Do Gift Cards expire?
Gift Cards are programmed to expire after 2 years. If your Gift Card expires and you still have credit on it, please reach out to customer service to create a new Gift Card.
What’s the best way to wash my ASRV gear?
For the best care, we recommend washing on cold or warm and tumble dry or hang dry.
What’s the best way to find out about restocked items?
For specific items you are interested in, go to the product page and you may enter your email address or phone number to be messaged directly when that item is restocked.
What does ASRV stand for?
All Season Recreation Versatility
Still have questions?