Q Do you ship internationally?
A Not at this time; however we are looking into making that service available in the future.

Q How will my order be shipped?
A We will use the best or most cost affective method depending on the item(s) ordered the most commonly used carriers are UPS, FedEx, RPS, or USPS.

Q Has my order been shipped?
A All orders are recorded and tracked online.

Q Can I stop a package that has been shipped?
A If it was shipped U.S.P.S. (United States Postal Service) NO.  If it was shipped UPS we can try but it is not always successful and the fee is $10.00 plus return freight. New UPS Returns Service Rates are now in effect.

Q I ordered the wrong item, and want to exchange it. What do I do?
A For a more prompt exchange/refund, please keep your invoice and email customer service at customerservice@thegreatescapeoutdoorgear.com to obtain a return authorization number and return instructions.  When it is necessary to return merchandise for an exchange/refund, all merchandise must meet the following conditions:
Return in original packaging
Return within (15) days
Copy of invoice enclosed with merchandise
Enclose a brief letter of explanation
Merchandise returned for exchange- will be charged a $10.00 exchange fee plus a shipping charge.
Merchandise returned for refund- will be charged a 15% restocking fee - $3.00 minimum.
All returns must be prepaid No COD’s accepted
Make sure to:
Include a copy of the original packing slip
Be sure the RA number is clearly visible on the outside on the packaging.
Ship it via a traceable method (UPS, FedEx, USPS w/package tracking).
If the merchandise you wish to receive is out of stock, a refund/credit will be issued promptly.  All returns for refund paid by credit card will receive a credit to the credit card.

Q I would like to return an unwanted item.  What do I do?
A For a more prompt exchange/refund, please keep your invoice and email customer service at customerservice@thegreatescapeoutdoorgear.com to obtain a return authorization number and return instructions.  When it is necessary to return merchandise for an exchange/refund, all merchandise must meet the following conditions:
Return in original packaging
Return within (15) days
Copy of invoice enclosed with merchandise
Enclose a brief letter of explanation
Merchandise returned for exchange- will be charged a $10.00 exchange fee plus a shipping charge.
Merchandise returned for refund- will be charged a 15% restocking fee - $3.00 minimum.
All returns must be prepaid No COD’s accepted
Make sure to:
Include a copy of the original packing slip
Be sure the RA number is clearly visible on the outside on the packaging.
Ship it via a traceable method (UPS, FedEx, USPS w/package tracking)
If the merchandise you wish to receive is out of stock, a refund/credit will be issued promptly.  All returns for refund paid by credit card will receive a credit to the credit card.

Q I placed an order, but was shipped the incorrect item. What do I do?
A For a more prompt exchange/refund, please keep your invoice and email customer service at customerservice@thegreatescapeoutdoorgear.com to obtain a return authorization number and return instructions.  When you return the incorrect item include a return receipt for freight. The freight credit will either be the exact amount on the original invoice or the actual cost of freight.  This will be done at The Great Escape Outdoor Gear’s discretion. If the order was shipped ground, and you decide to overnight the package to us to get it here faster, then you will do that at your own expense.  Once the incorrect item is received back, we will ship out the correct item.
Make sure to:
Include a copy of the original packing slip
Be sure the RA number is clear and on the outside on the packaging
Ship it via a traceable method (UPS, FedEx, USPS w/package tracking)

Q I received a package that was damaged in transit. What should I do?
A Contact the package carrier (UPS, FedEx, RPS, or USPS) and file a claim using the package tracking number.  All claims must be filed with the carrier.  KEEP ALL CONTENTS---DO NOT THROW AWAY THE BOX, PACKING MATERIALS SUCH AS.POPCORN, BUBBLE WRAP ETC.

Q My order appears to be lost in transit. What should I do?
A Email customer service at customerservice@thegreatescapeoutdoorgear.com and a claim will be filed for the lost package.  Once you contact The Great Escape we will file a claim with the package carrier (UPS, FedEx, RPS, or USPS). These claims can take upwards of 30 days. If you would like a second shipment to be made, you will be charged for the replacement order and be credited for the lost order upon resolution of the lost package.

Q I received a defective item. What should I do?
A If the product is defective, then see manufacturer warranty list for return instructions.

Q I have not received my product and I want to cancel the order. What do I do?
A Only orders that have not yet been shipped or are not in process can be canceled. If the order has not yet shipped or is not in process, email customer service at customerservice@thegreatescapeoutdoorgear.com or call 760-693-1779 to cancel the order. It is important to notify us immediately if you want to cancel an order, as most orders ship same-day.  If the order has been shipped, then you will need to follow the NORMAL RETURN PROCESS; if the package is refused then a return freight charge will be added.

Q What is a return freight charge?
A When a customer refuses a package or UPS returns the package, UPS is charging an UNDELIVERABLE PACKAGE RETURN CHARGE. This amount will be billed to you as needed.  So be sure you fill in your address correctly.

Q What is an address correction and why am I being charged for it?
A Occasionally, we will be billed for an address correction. UPS charges $5.00 (or $10.00 for express packages) if the address given by you is not exactly correct. This amount will be billed to you as needed

Q What is "New" condition?
A All products must be in new, unopened condition if it is being returned.
Examples of new, unopened products:
Equipment that is still in the box, has the tags attached and or has not been used and is in re-saleable condition.
Examples of products that The Great Escape will refuse:
A product that has mud or dirt on it (has been used outside)
Any bubble-packed item that has been opened
Refused items will be shipped directly back to you, and will not be credited.

Q What if my item is backordered?
A  Most backorders are due to manufacturer supply constraints. Our systems control back orders and keep them to a minimum for your convenience.  However, there will be times when a back order happens.  You will be notified of the backorder and the expected ship date.  If you choose to wait your order will be shipped as soon as possible.  Also we will try to locate the item from another supplier.  If neither option is suitable then that item will be cancelled and the remaining items will be shipped.  If you choose to wait for the backordered item then the in stock items will be shipped and the backorder will be shipped at no charge to you when it comes in.