Last Modified: November 11, 2024
How Do I Return or Exchange an Order?
We accept the return of new, unused gear within 30 days of delivery. New gear must be returned in the condition you received it, and it must include the original packaging and manufacturer tags where the item was shipped with such manufacturer tags attached or otherwise affixed. We do not accept the return of used gear. Used gear returned as new may be shipped back to you at your expense.
We cannot accept returns or exchanges of items that are marked "final sale," "as is," or "made-to-order." All items that are not eligible for return or exchange will be marked as such on the Product Purchase Page and at every relevant step of the purchase process.
If we receive an item that we determine is not eligible for a refund or exchange under our policy, in addition to not issuing the refund or processing the exchange, we reserve the right not to ship this item back to you depending on factors such as the item’s size and condition.
If we detect a pattern of fraudulent returns and/or chargebacks, we reserve the right to refuse processing of any future orders and to charge your credit card on file for the original order resulting in the fraudulent return/chargeback.
Please take the time to carefully package your returns. It is the responsibility of the customer to pay costs related to the repair of returned items damaged in shipping due to improper packaging. You acknowledge and agree that your credit card on file will be charged for any such costs.
If you feel that your gear is eligible for a warranty evaluation by the manufacturer due to defect in its materials or workmanship, contact our Warranty Department.
Warranty Info
Please email warranty@backcountry.com. To ensure you have a valid warranty issue and to help get it resolved as quickly as possible, please make sure your email and item falls within the following guidelines:
- Item displays a manufacturer defect, and has not been damaged as a result of natural wear and tear or accidents.
- Order was delivered more than 30 days ago. Please contact a Gearhead with any questions about orders that were delivered within the last 30 days.
Please provide as much detail as possible in your email. Include the order number, purchase date, product brand, and a brief description of the issue. Most importantly, please attach photos of the item, including the defective area. Requests must have pictures included in order to be processed. Once you email our team, you will receive an automated email informing you of the current response time.
Keep in mind some brands will require you to deal with them directly on your claim.
Bike warranty info: Please email warrantybike@backcountry.com
Exchanges & Return Numbers (RMAs)
Sometimes you need to exchange a product for something else—it happens. Exchanges on Competitive Cyclist only require a few minutes and an RMA (Return Merchandise Authorization) number. You can create an RMA from an order in your Order History or contact a Gearhead to help you make one.
The fastest way to exchange a product is to return your original purchase and place a new order at the same time. Immediately placing a new order ensures that you’ll get the new product quickly and that it won’t go out of stock while you wait for an exchange. Just make an RMA, place a new order, and return your original item. You’ll receive a full refund for items returned in new, unused condition and store credit (issued in the form of credits applied to your account) for the return of used product. Refunds and credits are issued as soon as your return is received by our Returns Department.
Call or chat with a Gearhead in our Customer Services Department if you’d prefer to make an exchange without setting up a new order.
Returns Shipping
With a Prepaid Label To make shipping a return even easier, we offer a flat-rate $6.99 FedEx shipping label for eligible customers within the contiguous U.S. who are returning products that don’t need to ship freight.* You’ll have the option to print this label after creating an RMA number for a return or exchange, or you can receive the label in an email after a Gearhead generates an RMA for you. Print your label, tape it to the outside of your return package, and drop it off at a FedEx store at your convenience. The $6.99 price for the label will be deducted from the refund or credits issued for the return of your new or used items. *Products required to ship freight may include: kayaks, surfboards, SUP boards, cargo boxes, car racks, indoor cycles, and more. Label price may vary during promotional periods. Without a Prepaid Label To return products without a $6.99 FedEx label:
- Create an RMA from your Order History or contact a Gearhead to have one created for you.
- If your order included a paper invoice, write the RMA number found in your order dashboard on the invoice and include it with your return. If you didn't receive an invoice, write both the RMA and order number on a piece of paper and include it in the package.
- Write the RMA on the outside of your package.
- Please do not place shipping labels on product packaging; place the product in its packaging inside a shipping container (i.e., box or shipping bag), and adhere the shipping label to the shipping container.
- Ship your return to this address:
Steepandcheap.com Returns Department:
2607 South 3200 West, Suite A, West Valley City, UT 84119
It takes 3–5 business days to process a return after it arrives at our distribution center. You’ll receive an email confirmation when your return is received.
Please note that this return process (using a flat rate shipping label) does not apply to items that ship outside the contiguous U.S. or to items that ship freight, which include, but are not limited to, kayaks, surfboards, SUP boards, cargo boxes, car racks, indoor bikes, and more. For any of these items, please call or chat with a Gearhead to set up your return and determine your shipping cost. If you attempt to ship freight items using the flat rate shipping label, you acknowledge and agree that your card on file will be charged for any difference in shipping cost between the flat rate FedEx shipping label and the actual shipping cost of the item once the item is received.