Cotopaxi Customer Service Policy: Your Adventure, Our Support

At Cotopaxi, we know outdoor gear is more than just products—it’s the trust you rely on when you’re on the trail, at the campsite, or chasing a new summit. Our customer service team is made up of fellow adventurers, so we get what matters most: fast, helpful support that keeps your journey on track. This policy outlines how we’ll assist you, whether you have a question about gear, need help with an order, or want to start a return.

1. How to Reach Us

We offer simple, accessible ways to connect with our team—designed to fit your schedule, even when you’re gearing up for a trip:

  • Primary Support: Email

Send us a message at [email protected] for all inquiries (orders, returns, gear questions, feedback). We prioritize emails and aim to reply within 24 business hours (Monday–Friday, 9:00 AM–5:00 PM MST). For urgent needs (e.g., a missing order before a weekend hike), add “URGENT: Adventure Prep” to your subject line—we’ll respond within 6 hours.

  • Self-Service Resources: Before reaching out, check our Help Center (linked in our website footer) for quick answers to common questions: size guides for backpacks/jackets, gear care tips (e.g., how to clean a waterproof tent), and tracking order tutorials.

2. Order Support: From Placement to Delivery

a. Order Confirmation & Updates

  • Right after you place an order, you’ll get an order confirmation email with your order number, product details, and total cost. If it doesn’t arrive within 1 hour (check spam!), email us—we’ll resend it immediately.
  • Once your order ships, we’ll send a shipping confirmation email with a tracking number and a direct link to the carrier’s website (e.g., UPS, FedEx, USPS). You can use this to monitor delivery status (e.g., “in transit,” “out for delivery”) and adjust delivery preferences (like rerouting to a neighbor) if the carrier allows.
  • If you don’t see a shipping update within 3 business days of your order being placed (and it’s not in spam), contact us—we’ll check in with our warehouse to resolve delays (e.g., backorders, shipping carrier hold-ups).

b. Order Changes & Cancellations

  • Changes: Need to swap a jacket size, add a water bottle to your order, or update your shipping address? Contact us within 12 hours of placing your order—we can make changes only if your order hasn’t been processed or shipped. If it’s already on its way, we’ll help you start a return once it arrives (see Section 3).
  • Cancellations: To cancel an order, email us with your order number and “Order Cancellation” in the subject line. We can cancel orders only if they haven’t shipped—if shipping has started, follow the return process (Section 3) for a full refund.

3. Returns & Exchanges: Flexible for Your Adventure Needs

We want you to love your Cotopaxi gear—but if it’s not the right fit for your journey, we offer hassle-free returns and exchanges:

a. Eligibility Rules

  • Timeframe: You have 60 days from the delivery date to request a return or exchange. This extra time accounts for outdoor planning (e.g., buying a tent in winter for a summer trip).
  • Gear Condition:
  • Unused gear: Must be in original packaging with tags attached (e.g., a backpack still in its Cotopaxi dust bag, a jacket with the hang tag intact).
  • Used gear: We understand you may test gear before a big trip (e.g., trying a sleeping bag overnight in your backyard). Used items are eligible if:
  • They show minimal wear (no rips, stains, or damage from misuse).
  • All parts are included (e.g., tent stakes, backpack straps, hydration bladder hoses).
  • Excluded Items: The following are non-returnable unless defective:
  • Final-sale items (clearly marked “Final Sale” on the product page).
  • Customized gear (e.g., monogrammed backpacks, personalized trail maps).
  • Hygiene items (e.g., face masks, neck gaiters) for health safety.

b. How to Start a Return/Exchange

  1. Email us at [email protected] with:
  • Your order number.
  • The gear you want to return/exchange (name + SKU, found on the order confirmation).
  • Reason (e.g., “backpack too small,” “tent color doesn’t match my gear”).
  • For exchanges: The size/color you want instead (check our website first to confirm it’s in stock!).
  1. We’ll reply within 24 hours with:
  • A pre-paid return label (free for all domestic orders; international returns get a shipping cost reimbursement via store credit).
  • A Return Authorization (RA) number—write this on the outside of your package (missing RA numbers delay processing!).
  1. Ship the gear back: Pack it securely (use the original box if possible) and drop it off at the carrier’s location. Keep the return tracking number to monitor delivery.

c. Processing Timelines

  • Inspection: Our team checks returned gear within 3–5 business days of receipt.
  • Refunds: Approved refunds are sent to your original payment method within 2 business days. It may take 5–7 days to appear in your account (varies by bank/card issuer).
  • Exchanges: In-stock exchanges ship within 2 business days of inspection—we’ll send a shipping confirmation email once it’s on its way (no extra cost for exchanges!).

4. Gear-Specific Support: Expert Help for Outdoor Equipment

Our team knows Cotopaxi gear inside out—we can help with:

  • Size Guidance: Unsure if a jacket runs small or a backpack fits your torso length? Email us your height, weight, and intended use (e.g., “day hikes vs. multi-day backpacking”), and we’ll share personalized recommendations.
  • Care & Maintenance: Need tips to extend your gear’s life? We’ll send you guides like “How to Waterproof Your Jacket Again” or “Cleaning a Sleeping Bag Without Ruining Insulation.”
  • Troubleshooting: If your gear malfunctions (e.g., a zipper gets stuck, a tent pole breaks), email us with photos of the issue. We’ll help you fix it (e.g., send a replacement zipper pull) or arrange a warranty claim (see Section 5).

5. Warranty Coverage: For Gear That Goes the Distance

All Cotopaxi gear comes with a limited lifetime warranty (except apparel, which has a 2-year warranty) against defects in materials or craftsmanship. This covers issues like:

  • A backpack strap that tears at the seam (not from overloading it beyond capacity).
  • A tent seam that leaks due to faulty stitching (not from improper setup).
  • A jacket zipper that breaks with normal use (not from forcing it).

To file a warranty claim:

  1. Email [email protected] with your order number, photos of the defect, and a description of how it happened.
  2. We’ll review your claim within 2 business days. If approved, we’ll send a replacement (free of charge) or offer a full refund—your choice.

6. Feedback: We Listen to Adventurers

Your input makes our gear better. Whether you loved your jacket’s performance in a rainstorm or have a suggestion for a new feature (e.g., “more pockets on the hiking pants”), email us at [email protected]—we share customer feedback with our design team every week. We even send handwritten thank-you notes to customers who share game-changing ideas!

Our Promise to You

At Cotopaxi, customer service isn’t just a policy—it’s part of our adventure community. We’ll never leave you hanging when you need help, and we’ll always treat your gear (and your journey) with the same care we give our own. If you ever feel we fall short, let us know—we’ll make it right.

Thank you for trusting Cotopaxi with your outdoor adventures. We’re here for you, every step of the way.