Returns & Exchanges

At Roam Shelter Shop, we stand behind our outdoor gear like we stand behind our adventures. If your purchase didn’t meet your expectations, we’ll make it right. Below you’ll find everything you need to know about our returns and exchanges process.

Our Return Policy

We accept returns of most unused, unwashed merchandise in its original packaging with tags attached within 15 days of delivery. For your safety and ours, certain items cannot be returned (see section below).

How to Return an Item

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information:

Step 2: Wait for Approval

Our gear specialists will review your request within 1-2 business days and email you with:

• Return authorization (if approved)
• Return shipping address
• Special instructions if needed

Step 3: Package and Ship

Once approved:

1. Repackage the item(s) securely in the original packaging
2. Include all tags, accessories, and documentation
3. Ship to the address provided in your return authorization
4. We recommend using a trackable shipping method

Refund Process

Once we receive and inspect your return:

• Timing: Refunds are processed within 3-5 business days
• Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Amount: Original purchase price minus any shipping costs (unless return is due to our error)

Note: Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Exchanges

Need a different size or color? We’ll gladly exchange your item if inventory allows:

1. Follow the return process above
2. In your email, specify you’d like an exchange and include the replacement item details
3. We’ll process the exchange once we receive your return

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

• Biwak Sacks (due to hygiene concerns)
• Health & Safety items (first aid products, etc.)
• Used sleeping bags or pads (unless defective)
• Final sale or clearance items (marked as such)

Defective or Damaged Items

If your gear arrives damaged or defective:

• Contact us immediately at [email protected]
• Include photos of the damage/defect
• We’ll arrange for a replacement or refund at no cost to you

International Returns

For customers outside the U.S.:

• You are responsible for return shipping costs and any customs fees
• We recommend using the original shipping carrier (DHL, FedEx, or EMS)
• Mark the package as “Returned Goods” to avoid additional charges