At Cozy Camp Shop, we’re as committed to getting your outdoor gear to you as you are to your next adventure. Whether you’re prepping for a three-season trek or a winter expedition, we’ve got your back with straightforward shipping and a hassle-free return policy.

Shipping Information

Order Processing

We process orders faster than you can pitch a tent! All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Options

We offer two reliable shipping methods to get your gear to your doorstep:

1. Standard Shipping ($12.95)
– Carrier: DHL or FedEx
– Delivery time: 10-15 business days after shipment
– Recommended for when you need your gear for an upcoming trip

2. Free Shipping (Orders over $50)
– Carrier: EMS
– Delivery time: 15-25 business days after shipment
– Perfect for planned purchases when you can wait a little longer

Note: Delivery times may vary slightly depending on your location, especially for our international adventurers.

International Shipping

We ship worldwide (excluding some Asian and remote regions). International orders may be subject to customs fees, which are the responsibility of the customer.

Our Return Promise

We stand behind our gear like we stand around a campfire – with confidence and warmth. If you’re not completely satisfied with your purchase, we’ll make it right.

Return Policy Highlights

  • 15-day return window from the date you receive your order
  • Items must be unused, in original condition with tags attached
  • Original packaging required (including all stuff sacks for tents and sleeping bags)
  • Proof of purchase must accompany all returns

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on the following items (they’re marked as non-returnable in their product descriptions):

  • Water filters (Bottle and Inline Water Filters)
  • Knives (Fixed-Blade and Folding Knives)
  • Fuel-burning lanterns that show signs of use
  • Any item that has been used or shows signs of wear

How to Return or Exchange an Item

Step 1: Contact Us

Email our gear experts at [email protected] within 15 days of receiving your order. Use our template below to make the process smooth as a well-packed backpack.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Hello Cozy Camp Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Item(s) to return/exchange: [Product Name(s)]
Reason: [Brief explanation]
Preferred resolution: [Refund/Exchange for (specific product)]

Please let me know the next steps.

Best regards,
[Your Full Name]
[Your Order Number]
[Your Contact Information]

Step 2: Wait for Instructions

Our customer service team will respond within 2 business days with return authorization and shipping instructions. Please don’t send items back without authorization – we want to ensure your return is processed correctly.

Step 3: Package and Ship

Once approved, securely package your return using the original packaging if possible. Include all original tags, accessories, and documentation. Ship to:

Cozy Camp Shop Returns
1164 Middle Turnpike West
Manchester, US 06040

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return (typically within 5 business days after arrival):

  • Refunds: Will be processed to your original payment method within 3-5 business days
  • Exchanges: Your new item will ship within 2 business days of return approval

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service – like you’d track your hiking route, we want to track your return.

Damaged or Defective Items

If your gear arrives damaged or defective (a rare occurrence, like finding a hole in a brand new tent), contact us immediately at [email protected] with photos of the damage. We’ll arrange a free return and expedite your replacement.

Refund Timeline

Refunds typically appear in your account within:

  • Credit/Debit Cards: 3-5 business days after processing
  • PayPal: 1-3 business days after processing

Note: Processing times may vary depending on your financial institution.

International Returns

For our global adventurers:

  • Return shipping costs are the customer’s responsibility
  • Customs fees are non-refundable
  • Processing may take 2-3 weeks due to international shipping times

Still Have Questions?

Our gear experts are happy to help! Contact us at [email protected] and we’ll respond faster than you can pitch one of our 3-season tents.

Happy adventuring,
The Cozy Camp Shop Team