Policy and Instructions
Our first priority is your complete satisfaction with your Eastern Mountain Sports purchase. If the item you wish to return is defective or unused and you have your original store receipt or web invoice, you can return it for a merchandise credit or full refund within one year of purchase. If you do not have the receipt, a merchandise credit will be issued for the item's lowest price in the last 90 days.
We will gladly assist you with defective merchandise. Many of our brands offer their own warranty and prefer to have customers contact them directly regarding defective products. In cases where an item has a true manufacturing defect in materials or workmanship and the manufacturer does not offer a warranty, we will gladly exchange or return the item for you.
Returning In Store: Returns accompanied by an original store receipt or web invoice will be refunded to the original purchase tender. You can return your purchase at any Eastern Mountain Sports store or by mail, regardless of whether you bought it in-store or online.
Returns without an original store receipt require a valid state-issued or military ID or passport; in these cases we will refund you that item’s lowest advertised price in the last 90 days in the form of a Gear Credit.
Returning via Mail: Returns for purchases made online that are accompanied by the order web invoice will be refunded to the original purchase tender.
Returns for purchases made in an EMS retail store that are returned through the mail will be refunded in the form of a gear credit that can be redeemed for merchandise online or in any EMS retail store.
If you want to return it by mail, please follow the steps outlined below.
Returning By Mail
Please download, print, and complete the Return Form that can be found HERE. In your return please pack, the return form, The packing slip that came with your order and the item(s) you wish to return securely in the original product packaging, if possible. Please include the Return Form as well as any and all parts, and accessories. If you cannot send your packing slip, please include your order number, (which can be found on you confirmation email beginning with the number 9), contact information & billing address with the item(s).
Before sending your return shipment, please remove all extra labels from the outside of the package.
It is recommended that you use UPS or Insured Parcel Post so you have access to the tracking information for your return package. Eastern Mountain Sports is not responsible for packages lost in transit en route to our Return Center.
Return package to:
In store purchases returned by mail, will be refunded in the form of a gear credit.
Online purchases returned by mail will be refunded 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.
If you have any questions about the Return process or the status of a Return, please contact our Customer Service team