At PineTrail Store, we stand behind the quality of every product we sell. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we’re here to help with a straightforward returns and exchanges process.

Return & Exchange Policy

You may return or exchange most items within 15 days of receiving your shipment. To be eligible for a return or exchange, the item must be unused, in its original packaging, and in the same condition as when you received it. You must also provide the original proof of purchase.

Please Note: Due to hygiene reasons, certain items cannot be returned or exchanged. These include:
  • Baselayers (worn next to skin)
  • Footwear (for health and safety reasons)
  • Fly Tying Adhesives (hazardous materials)
  • Food and Snacks (perishable goods)
All returned items will be inspected. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Within 15 days of receiving your order, email our customer service team at [email protected] with your order number and details about the product you would like to return or exchange. You can use the template provided below.
  2. Wait for Instructions: We will email you within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Please do not ship your return without an RMA number.
  3. Ship the Item: Securely pack the item in its original packaging, include the original proof of purchase, and mail it to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it reaches our warehouse.
  4. Processing: Once we receive and inspect your return, we will process your exchange or refund. Please allow up to 5 business days for this process after we receive your item.

Return Shipping Costs

Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped, defective item).

Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

Timing: If approved, your refund will be processed within 5 business days. The time it takes for the funds to appear in your account depends on your original payment method:

  • Credit/Debit Card (Visa, MasterCard, JCB): 5-10 business days
  • PayPal: 3-5 business days
Refunds will be issued to the original method of payment. Shipping fees are non-refundable.

Exchanges

To exchange an item for a different size or color, please follow the return process above. Once we receive your return, we will ship the requested replacement item to you. Standard shipping charges will apply for the new shipment.

Return & Exchange Request Email Template

To make the process easier, you can copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear PineTrail Store Customer Service Team, I would like to request a [return/exchange] for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the Product] Reason for Return/Exchange: [Please provide a brief reason] I have read and understand the Returns & Exchanges policy. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (Optional)]

Questions?

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact us:

Email: [email protected]
Mail: PineTrail Store, 2100 Oral Lake Road, CINCINNATI, US 45255