Return & Exchange Policy

Last Updated: January 1, 2025

1. Our Commitment

At Zenith Outdoors, we stand behind the quality of our expedition-grade equipment. We want you to be completely satisfied with your purchase. If you're not, we're here to help.

2. Return Window

You may return most new, unused items within 60 days of delivery for a full refund. Items must be in their original condition with all tags attached and original packaging intact.

Extended Field Testing Period

We understand that expedition gear needs real-world testing. For select products, we offer a 90-day field testing period. If the gear doesn't perform as expected in actual field conditions, you may return it for a full refund, even if used (normal wear and tear accepted).

3. Eligible Items for Return

  • Tents and shelters (unused or within field testing period)
  • Backpacks and bags
  • Trekking poles
  • Cookware and camp equipment
  • Accessories and gear

4. Non-Returnable Items

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

  • Items marked as final sale
  • Gift cards
  • Downloadable products or digital content
  • Items damaged due to misuse or negligence
  • Custom or personalized items

5. Return Process

Step 1: Initiate Return

Contact our customer service team to initiate a return:

  • Email: returns@zenthoutdoors.com
  • Phone: +1 (403) 678-9847
  • Include your order number and reason for return

Step 2: Receive Return Authorization

We'll provide you with a Return Authorization (RA) number and return shipping instructions within 24 hours.

Step 3: Pack Your Return

  • Include the RA number on the outside of the package
  • Pack items securely in original packaging when possible
  • Include a copy of your order confirmation
  • Remove or cover any existing shipping labels

Step 4: Ship Your Return

Ship the package to the address provided in your return authorization. We recommend using a trackable shipping method.

6. Return Shipping Costs

  • Defective or incorrect items: We cover all return shipping costs
  • Change of mind: Customer is responsible for return shipping
  • Canadian orders: Free return shipping on orders over $200 CAD

7. Refund Processing

Once we receive your return:

  • We'll inspect the item within 2-3 business days
  • If approved, refund will be processed to your original payment method
  • Refunds typically appear within 5-10 business days
  • You'll receive an email confirmation when your refund is processed

8. Exchanges

We're happy to exchange items for a different size or color:

  • Contact us to arrange an exchange
  • We'll ship the replacement item once we receive your return
  • No additional shipping charges for exchanges on defective items

9. Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately (within 7 days of delivery)
  • Provide photos of the damage or defect
  • We'll arrange for a replacement or full refund
  • We cover all shipping costs for damaged/defective returns

10. Warranty Claims

Zenith Outdoors products are covered by our comprehensive warranty:

  • Lifetime warranty: Carbon trekking poles, titanium cookware
  • 5-year warranty: Tents, backpacks, shelters
  • 2-year warranty: Accessories and other gear

Warranty covers manufacturing defects but not normal wear and tear or damage from misuse.

11. International Returns

International customers are responsible for return shipping costs and any customs fees. Refunds will be issued in the original currency, minus any international transaction fees.

12. Restocking Fees

We do not charge restocking fees for standard returns. However, custom or special-order items may be subject to a 15% restocking fee.

13. Lost or Stolen Packages

We're not responsible for packages lost or stolen after delivery confirmation. We recommend:

  • Using a secure delivery location
  • Requiring signature confirmation for high-value orders
  • Purchasing shipping insurance for valuable items

14. Contact Us

Questions about returns or exchanges? We're here to help:

Zenith Outdoors Inc.
Returns Department
2847 Banff Avenue
Canmore, Alberta T1W 2R8
Canada
Email: returns@zenthoutdoors.com
Phone: +1 (403) 678-9847
Hours: Monday-Friday, 9AM-6PM MST