At True Camp Gear, we stand behind our camping equipment just like we stand behind our campers. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Item must be unused, in its original packaging, and in the same condition as received
  • All original tags and labels must be attached
  • Proof of purchase is required

Note: For hygiene and safety reasons, the following items cannot be returned:

  • Opened airbed pumps (due to potential hygiene concerns)
  • Used camping equipment (including airbeds, camp beds, and camping furniture)

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include the following information:
    Subject: Return/Exchange Request – Order #[Your Order Number]

    Dear True Camp Gear Team,

    I would like to request a [return/exchange] for my recent order #[Your Order Number].
    Item(s) to return/exchange: [Product Name(s)]
    Reason for return/exchange: [Brief Explanation]
    Preferred resolution: [Refund/Exchange for Specific Product]

    Please advise on next steps.

    Best regards,
    [Your Full Name]
    [Your Contact Information]
  2. Receive Instructions: We’ll email you within 1-2 business days with return authorization and shipping instructions.
  3. Ship Your Return: Package the item securely in its original packaging and include all accessories. Ship to:
    True Camp Gear Returns
    6000 Parker Dr
    Deale, US 20751
  4. Processing: Once we receive and inspect your return, we’ll notify you of approval or rejection of your refund/exchange.

Refund Information

If your return is approved:

  • Timing: Refunds are processed within 3-5 business days after we receive your return.
  • Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive your return.
  • If the replacement item costs more, you’ll need to pay the difference.
  • If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect and packaging
  • We’ll arrange for a replacement or refund and cover return shipping costs

Expedited Shipping Note: If you paid for expedited shipping (DHL/FedEx), we can only refund the standard shipping rate for returns.

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs and any customs fees
  • We recommend using a trackable shipping service
  • Refunds will be issued in USD and may be subject to currency fluctuations

Questions?

Our camping experts are happy to help with any return or exchange questions. Contact us at [email protected] and we’ll respond within 1-2 business days.

Remember: Our return policy doesn’t affect your statutory rights. We want you to be completely satisfied with your True Camp Gear equipment, just like we want you to enjoy every moment of your outdoor adventures.