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Returning an Item

You can shop with confidence at Eastern Mountain Sports.

Our first priority is your complete satisfaction with your Eastern Mountain Sports purchase. If you are dissatisfied for any reason and have your original store receipt or web invoice, we will exchange or repair the item in question or provide a full refund.

We will provide your refund using the same method of payment that you used to purchase the item. Returns accompanied by a gift receipt can be exchanged for a gear credit equal to the price of the item at the time of purchase.

Returns without an original store receipt or web invoice may be eligible for merchandise credit, which will be based on how much you used the item and how long it's been since your purchase. Credit amount will be determined upon receipt of the return. All returns without a receipt require a valid state-issued ID, military ID, or passport. You can return your purchase at any Eastern Mountain Sports store or by mail, regardless of whether you bought it in-store or online. If you want to return it by mail, please follow the steps outlined in our Return Instructions.

Please refer to the Return Instructions on the packing slip when returning your item. The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts, and accessories to ensure credit.

For your convenience any item purchased online may be returned to any of our retail store locations

If you ever need to return an item to www.ems.com, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped items.

  1. Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All items must be returned in good condition to ensure credit.
  2. Enclose the bottom perforated portion of the original packing slip with the item. Please keep the top portion for your records. If you cannot send your packing slip, please include your order number, billing name, and address with the item(s).
  3. Before sending your return shipment, please remove all extra labels from the outside of the package.
  4. Send the return package to the following address (unless your packing slip directs otherwise*):

           Eastern Mountain Sports
           Returns Department
           160 Corporate Court
           Meriden, CT 06450

  • All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
  • It is recommended that you use UPS or Insured Parcel Post for your return.
  • Keep the Return Tracking Number for your return package to monitor delivery status.
  • You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
  • Credit for gift returns will be issued to the original purchaser.
  • You will be refunded the return shipping cost if the return is a result of a manufacturing defect or shipping error.

If you have any questions about the Return process or the status of a Return, please contact Customer Service at 888-463-6367 or customerservice@ems.com.

*Note some drop shipped items must be returned to different locations. To ensure correct and timely processing, please be sure to review your packing slip carefully to make sure your return package is sent to the correct location.

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