Last Updated: [Insert Date]

At Osprey, we stand behind our adventure-ready gear just like we stand behind every step you take on the trail. If your gear doesn’t meet your expedition needs, we’ll make it right.

Our Return Promise

We accept returns within 15 days of delivery for most items (see exceptions below). Your satisfaction is our summit, and we’ll process your return faster than breaking in a new backpack.

Return & Exchange Process

Step 1: Initiate Your Return

Contact our Adventure Support Team within 15 days of receiving your order at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer refund or exchange

Return Request Template

Subject: Return Request for Order #[Order Number]

Body:
Hello Osprey Team,

I would like to initiate a return for my recent order (#[Order Number]).
Item(s) to return: [Product Name(s)]
Reason for return: [Reason – e.g., size, color, etc.]
I would prefer: [Refund / Exchange for (specify item if exchanging)]

Please advise next steps.

Best,
[Your Full Name]
[Your Email Address]

Step 2: Prepare Your Package

Once approved:

  • Repack items in original packaging with all tags attached
  • Include the original packing slip or a copy of your order confirmation
  • Securely seal the package – treat it like you would your gear on a multi-day trek

Step 3: Ship Your Return

We’ll provide return shipping instructions based on your location. Note:

  • U.S. Customers: Prepaid return label available
  • International Customers: Return shipping at your expense via tracked mail

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Timing:
    • Credit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing
  • Note: Original shipping fees are non-refundable

Exchange Information

For exchanges:

  • We’ll ship your new item once we receive the return
  • Price differences will be charged/refunded as needed
  • Expedited shipping available for additional cost

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Locks: Due to security reasons
  • Hydration Packs: If the hydration bladder has been used
  • Final Sale Items: Clearly marked in product description

Damaged or Defective Items

If your gear arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a free replacement or repair

Adventure-Ready Guarantee

All Osprey products come with our All Mighty Guarantee – if your pack fails due to materials or workmanship, we’ll repair it at no charge. This extends beyond our return window because we believe in gear that lasts as long as your spirit of adventure.

Contact Our Gear Guides

For any return questions, reach our Adventure Support Team:

Email: [email protected]
Mail: Osprey Store, 3114 US Highway 98, Mexico Beach, US 32456

We respond faster than you can pack for a weekend getaway – typically within 24 business hours!