Returns and exchanges
Unused items
You can return or exchange an unused item in its original condition within 30 days of delivery. Email us first so we can send return instructions.
Damaged or defective items
If something arrives damaged or does not work, we will replace it. Email photos and your order reference and we will arrange the replacement. You do not pay return shipping when the problem is ours.
Made to order
Made-to-order items are produced for your order, so they cannot be returned or exchanged unless they arrive damaged or defective. That includes X-Frame pieces made after the shelf stock is gone, and Wind River Canyon models when those are offered.
Refunds
Approved returns are refunded to the original payment method. $10 flat-rate shipping is refunded when we made the error or the item is defective. Otherwise the original shipping charge stays with the order, and you pay to ship the return back to Thermopolis.
Email packmulehouse@gmail.com.