Mountain Steals Customer Service FAQs

INTERNATIONAL ORDERS:

RETURNS and EXCHANGES:

PRICE MATCHING:

SALES TAX:

DISCOUNTS and SPECIAL ORDERS:

SHIPPING INFO:

FREIGHT SHIPPING:

WEBSITE and TECHNOLOGY:

What is your international shipping policy?

Mountain Steals offers UPS International shipping for all orders shipping outside of the United States. To access this shipping method, you will need to select an international (non-USA) country during the checkout process.

If a country is not listed, then unfortunately we cannot ship there.

Orders ship via UPS Worldwide Express and take 1-2 business days, excluding any customs delays.

Oversize and/or heavy products may require additional charges. If additional charges apply, we will email you prior to shipping so you can give us the go ahead.

In an effort to keep shipping costs down, we try to combine all items into a single package. This traditionally does not cause a delay and you can rely on the estimated ship dates shown on our website. In very rare cases, this process can take a week or more, in which case the estimated ship date on the website might be inaccurate.

What brands and categories cannot ship outside of the US?

We are pleased to offer our mail order and online shopping services to members and customers around the world. Please note that Mountain Steals CANNOT ship stroller brand products, kayaks, skateboard, snowboard, wakeboard, windsurf, and paddleboard apparel and equipment outside of the US. Below is a list of brands with international shipping restrictions.

Mountain Steals CANNOT ship the following brands outside the USA.

  • Advanced Elements
  • Alite
  • Alps Mountaineering
  • Asics
  • Asolo
  • Black Diamond
  • Birkenstock USA
  • Baby Jogger
  • Bogs
  • Backpackers Pantry
  • Bearpaw
  • Buff USA
  • CamelBak
  • Canada Goose
  • Carhartt
  • Clif
  • Cannondale
  • Camp Chef
  • Cascade Designs
  • Columbia
  • Craghoppers
  • Cushe
  • Casio
  • CW-X
  • DFX Sports & Fitness
  • Dagger
  • Dynafit
  • Edelrid
  • Eider
  • EMU Australia
  • Exped
  • Gibbon Slacklines
  • Great Lakes Proud
  • GoPro
  • Grand Trunk
  • Goal Zero
  • Hanwag
  • Helly Hansen
  • Hillsound Equipment Inc.
  • Hestra
  • Icebreaker
  • Ilse Jacobson
  • Injinji Footwear
  • Inov8
  • Keen
  • Klattermusen
  • Klean Kanteen
  • Kulae
  • Korkers
  • Lacrosse
  • La Sportiva
  • Louis Garneau
  • Lucy
  • Lowa Boots
  • Mile High Mountaineering
  • Mountain House
  • Mizuno
  • Montane
  • Mophie
  • MSR
  • Napapijri
  • New Balance
  • Necky
  • Nixon
  • Oboz
  • Ocean Kayak
  • OluKai
  • Oliberte
  • On Running
  • Outdoor Research
  • O-Range
  • Ortovox
  • Osprey
  • Patagonia
  • Perception Kayaks
  • Pivothead
  • POC Sports
  • Prana
  • Quiksilver
  • RAB
  • Reef
  • Royal Robbins
  • Revere Supply Co.
  • Salomon
  • Scarpa
  • Sherpani
  • Snow Peak
  • Speedo
  • Sperry
  • Spyder
  • Stanley
  • Sugoi
  • Suspenz
  • Suunto
  • Tenaya
  • Terra Nova
  • The North Face
  • Thermarest
  • Thule
  • Tifosi Optics
  • Timberland
  • TOMS
  • Topo Athletic
  • Under Armour
  • Vibram Five Fingers
  • Westcomb
  • Western Mountaineering
  • Wild Things Gear
  • Yakima
  • Zamberlan

Mountain Steals can ship the following brands ONLY within the USA and Canada.

  • 66North
  • Eagle Creek
  • Fjallraven
  • Hilleberg
  • Komperdell
  • Laundromat
  • Salewa

Will I have to pay for customs / duties / taxes if I import an item to a country other than the US?

Shipments outside of the US are subject to tariffs, duties, value added tax (VAT), etc. These costs are not Mountain Steals' responsibility, we cannot add these charges to your order, and these charges are determined by the local customs office, who you should contact for more information. The carrier that is shipping your order will be charging you the fees, and If you refuse a package after it has shipped and cleared by customs, we will deduct all fees associated with the package return from your refund.

How and why do you verify internationally issued credit cards?

We're unable to verify international credit or debit cards by billing address, so the first time a new card is used we need to complete an additional verification step. The good news is that you only have to go through the verification process once per card.

You can verify the information in one of the following ways:

1. You provide us the six digit pre-authorization code that is associated with your order. You will have to call your bank to get this information, but they should be able to see this number associated with your recent transaction. Just ask for the six digit pre-authorization code attached to the hold on your account.

2. We can also place a small charge on your card, in an amount between $1 and $3 USD. It could take a few business days for the charge to show on your account. Just check your statement online or give your bank a call to get that exact amount.

3. Email us at Service@MountainSteals.com with a screenshot / print screen from your credit/debit account showing either the pre-authorized order total amount or the small charge amount posting to the account.

What is your return policy?

You can return your item(s) within 30 days as long as it's still in "sellable condition" , meaning the item should be unworn (aside from trying it on), unwashed, and devoid of any stains, scuffs, tears, or smells. Proof of purchase is required for all returns. A receipt, packing slip, or anything referencing your order number will work, and no return merchandise authorization is necessary.

If you're returning a pair of shoes or boots, we need the box back, too. Please don't treat the shoe box as the shipping box; wrap it in brown paper or put it in another box before you apply the return label. If you fail to follow these directions, we will not be able to accept the return and will not issue a refund.

Load-bearing climbing equipment, such as harnesses, carabiners, and pulleys are final sale and cannot be returned.

Chat Us if you still have any questions about our return policy.

How do I return my product?

To mail the product(s) back to us, click the link below to create a prepaid FedEx Ground return label. A $7.95 shipping cost will be deducted from your refund upon receipt. FedEx Ground takes about 5-7 business days to get your package back to us. Your credit will show up within five business days after we receive your package and we will email you a receipt confirming that you've been credited. Offer available to ship within the contiguous U.S. only and on products that do not require freight shipping.

CLICK HERE TO CREATE A NEW PREPAID FEDEX RETURN LABEL

If you do not want to use our prepaid FedEx return label or if you live outside the contiguous U.S., you can mail the product(s) back to us using the carrier of your choice. Address the package to:

Mountain Steals
Returns/Exchanges
1500 East Avis Drive
Madison Heights, MI 48071

Make sure to send it prepaid (no CODs allowed), and get tracking information for your package since you are responsible for it until we receive the goods.

How do I exchange my product?

Please note, we do not guarantee that the product you want will be in stock by the time we receive your exchange request. To ensure that you get the new product faster and while it's still in stock, create a new order at MountainSteals.com, or Chat Us and we will help facilitate. Then, send the original product(s) back to us for a refund. Keep in mind that you will be charged for both items until the original is returned to us in sellable condition; upon receipt, we will then credit you to your original method of payment.

You can also send back the original product along with a request for a different product. Just leave a note with all the necessary information (item name, color, and size) in the package so we can get you what you actually need. Once we receive the original product and exchange request, we will get the new item sent out in 1-3 business days. If the item you are requesting as an exchange is no longer available, we will contact you immediately.

Based on PayPal policy standards, we are unable to process exchanges on PayPal orders. If you are interested in a different item, simply send your original item back and place a new order for the new item. We will issue you a credit directly to your PayPal account, upon receiving your original order.

What is your price match policy?

We will match the price shown on any US-based retailer's website for the identical in-stock product within 14-days of purchase. It must be the same size, color, and model year.

Chat Us or call 844.833.6921 with the name of the website where you saw the identical product at a lower price and we will place the order or credit back the difference to the original payment method.

Our Price Match Rules
• Excludes prices listed on marketplaces such as Amazon and eBay or sites that require a membership or subscription fee.
• A price match will only be honored for up to three of the same item, and items cannot be purchased for resale.
• Price Match policy excludes Brooks and Western Mountaineering products.
• You cannot combine a price match with other promotions, like a free gift or coupon code.
• A price match will only be honored up to 40% off the original retail price of the item.

Do I have to pay sales tax?

Items sold by Mountain Steals are subject to sales tax when shipped to destinations in: AL, AR, AZ, CA, CO, CT, DC, FL, GA, HI, ID, IL, IN, IO, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, PR, RI, SC, SD, TN, TX, UT, VT, WA, WI, WV, and WY. The applicable sales tax will be applied to taxable items and shipping fees, except in AL, CA, MA, ME, OK, VA and WY, where it applies only to taxable items.

Do you offer discounts on large orders, government orders, and schools, groups or clubs?

Yes, We would love to supply you with all the gear you need. Please email your gear list to VIPsales@MountainSteals.com. Please use this form and include as much information as possible when sending your email. We are happy to provide our DUNS, TIN, and Company Profile upon request.

Can I cancel my order?

Once an order has been submitted, you've normally only got about a fifteen minute window in which it is possible for an order to be cancelled. If you need to cancel an order, please contact us via Live Chat as soon as possible to give us the best chance of catching it in time to stop.

What does processing mean?

Your order has now been forwarded to the warehouse for shipment. Orders usually ship in 1-3 business days. Items that require a longer shipping time are noted on the product page.

Why has my order shipped in multiple packages?

Mountain Steals wants to provide the best, fastest service possible. To ensure that your package arrives on time we may ship to you from multiple locations. Each package will have its own tracking number, and we will send this information to you via email when the package(s) are shipped. You will not be charged any additional shipping costs. Your packages may arrive at different times.

What are the Holidays on which we don’t ship?

Our freight carriers do not ship on the following holidays, so keep that in mind when choosing your ship method:

New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day

My item is backordered. What does that mean?

When an item is on backorder, it means we special ordered the product directly from the manufacturer, because at that time of your order the item you wanted was not in stock at Mountain Steals. We will ship the product to you as soon as it becomes available from the manufacturer.

A product on my order is not available. What does that mean?

Sometimes products are ordered before the inventory on our site has updated. In cases of products with low inventory, orders that are processed first will be allocated the stock. We will contact you as soon as possible via email or phone to inform you that a product you have ordered is out of stock.

What does "In Stock" mean?

Products that are in our warehouse will ship in 1-3 business days.

What is Freight Shipping?

Some items, due to their size and weight, require us to ship freight. Examples of freight items include, but are not limited to, kayaks, cargo boxes, and vehicle rack systems. Someone must be present to take delivery and sign for the item. Freight items must be thoroughly inspected to ensure they are free of any flaws. Once an item is signed for, you assume responsibility of the item and any flaws. You should not sign for your item until it has been thoroughly inspected. Please do not accept delivery if an item has any damage whatsoever and the driver will route the item back to us.

How should I inspect my item?

Items shipped by freight must be inspected before you sign for them. Once the item is signed for, you assume responsibility for any flaws:

Kayaks
In order to properly inspect your kayak, all plastic and bubble wrapping should be removed and you should ensure that there are no flaws.

Boxed Items
In order to properly inspect boxed items such as cargo boxes, you should check to see that the box is free of any crushed or torn areas. If the box has any signs of being crushed or torn, you should open the box and ensure that the contents are free of any defects.

Please contact us at Live Chat or call 1.844.833.6921 if you have any questions.

Can I order freight and non-freight items at the same time?

Absolutely. If you've included non-freight items on your order, those will ship out separately with UPS Ground.

Can I return items shipped with freight?

Once your freight item is signed for, you assume responsibility of any flaws present. If you choose to send an item back after it has been signed for, it must be in sellable condition. Sellable condition means that the item should be unworn (aside from trying it on), unwashed, and devoid of any stains, scuffs, tears, or mysterious smells. When making a return, you are responsible for shipping the item back to us and packaging the item similarly to the way it arrived to avoid any damage in transit.

I received an error message when checking out, what do I do now?

If you ran into an error message when checking out there may be an issue with your order or the payment information you have applied. Please double check that your payment information is correct. If you still see an error message, CONTACT US and we will help to place your order.