Welcome to Osprey Store’s FAQ section! We’ve compiled answers to the most common questions about our adventure gear, shipping, returns, and more. If you don’t find what you’re looking for, our adventure gear experts are always ready to help at [email protected].

About Our Products

What types of backpacks and gear does Osprey Store offer?
We specialize in high-quality adventure gear including:
  • Backpacking packs and day packs for all your outdoor adventures
  • Specialized packs for cycling, climbing, and bouldering
  • Practical carry solutions like duffel bags and carry-on luggage
  • Hydration packs to keep you fueled on the go
  • Family-friendly options including child carriers and kids packs
  • Travel accessories like compression sacks and hip packs
Our products are designed for adventurers who demand durability, comfort, and smart organization.
Are Osprey products suitable for beginners?
Absolutely! While our gear meets the needs of serious adventurers, we offer options for all skill levels. Our Everyday Packs and Day Packs collections are perfect for those just starting their outdoor journey.

Ordering & Payment

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
Is my payment information secure?
Yes! We use industry-standard encryption to protect all your payment information. Your security is as important to us as the quality of our gear.

Shipping & Delivery

Where do you ship?
We ship worldwide to adventurers everywhere, excluding select remote areas in Asia and other locations. If you’re unsure about delivery to your area, please contact us before ordering.
What are my shipping options?
We offer two shipping methods:
  1. Standard Shipping ($12.95) – via DHL or FedEx (10-15 business days after shipping)
  2. Free Shipping – via EMS for orders over $50 (15-25 business days after shipping)
All orders are processed within 1-2 business days.
How can I track my order?
You’ll receive a confirmation email with tracking information as soon as your order ships. This will allow you to follow your adventure gear every step of the way to your doorstep.
Do I need to pay customs fees?
While we include all necessary customs documentation, customers are responsible for any applicable import duties or taxes in their country. These fees vary by location and are not included in your order total.

Returns & Exchanges

What is your return policy?
We stand behind our gear but understand that sometimes returns are necessary:
  • 15-day return window from delivery date
  • Items must be unused and in original condition
  • Return shipping is the customer’s responsibility
  • Refunds processed within 5 business days of receiving returned items
How do I initiate a return?
Please contact our customer service team at [email protected] with your order number and reason for return. We’ll guide you through the process to ensure it’s as smooth as possible.

Product Care

How should I care for my Osprey gear?
Our products are built to last, but proper care extends their life:
  • Clean with mild soap and water (avoid harsh chemicals)
  • Air dry completely before storage
  • Store in a cool, dry place away from direct sunlight
  • For hydration packs, always empty and dry between uses

Contact & Support

How can I contact customer service?
Our adventure gear experts are ready to help! Email us at [email protected] with any questions about your order, products, or adventures.
What are your business hours?
Our customer service team monitors emails Monday-Friday, 9am-5pm EST. We strive to respond to all inquiries within 24 business hours.

Adventure Tip: Order well in advance of planned trips to account for potential shipping delays during peak seasons (spring and fall) or in remote locations.

At Osprey Store, we don’t just deliver packages – we deliver the gear that makes adventures possible. Where will your Osprey gear take you next?