Our Commitment to You

At PineTrail Store, we are dedicated to providing high-quality outdoor gear for adventurers who value reliability and performance. We understand that getting your gear on time and in perfect condition is part of your journey. If your purchase doesn’t meet your expectations, our straightforward returns process is here to make things right.

Shipping Information

Order Processing Time: All orders are processed within 1-2 business days after payment is confirmed. Orders are not processed on weekends or holidays.

Shipping Methods & Timeframes: We offer two convenient shipping options to get your gear to you:

  • Standard Shipping: Shipped via DHL or FedEx. Delivery occurs within 10-15 business days after shipment. A flat fee of $12.95 applies.
  • Free Shipping: Available on orders over $50. Shipped via EMS. Delivery occurs within 15-25 business days after shipment.

Please note: We ship globally but are unable to deliver to some remote locations and parts of Asia. Delivery times are estimates and may be affected by factors beyond our control, such as customs processing.

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. 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 and in the same condition as when you received it.
  • The item must be in its original packaging.
  • You must provide the original proof of purchase (order number).
Please Note: Non-Returnable Items

To ensure the health and safety of all our customers, the following items are final sale and cannot be returned or exchanged:

  • Baselayers (worn next to skin for hygiene reasons)
  • Footwear (for health and safety reasons)
  • Fly Tying Adhesives (classified as 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:

  1. Contact Us: Within 15 days of receiving your order, email our customer service team at [email protected] with your order number and product details. You can use the template provided at the bottom of this page.
  2. Wait for Instructions: We will email you within 2 business days with a Return Merchandise Authorization (RMA) number and 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 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 notification regarding 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. Please note that original shipping fees are non-refundable.

Exchanges

To exchange an item for a different size or color, please follow the return process outlined 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 Shipping or Returns and Exchanges policy, please don’t hesitate to contact us:

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

Happy Adventuring,
The Team at PineTrail Store