Returns & Exchanges – TheOuterLoad.com
Return Policy Overview
We want you to be completely satisfied with your purchase from TheOuterLoad.com. If you’re not happy with your order, you may return eligible items within 30 days of delivery for a refund or exchange.
Return Eligibility
To be eligible for a return:
- Items must be unused and unworn
- All original tags must be attached
- Products must be in original packaging
- Return request must be within 30 days of delivery
How to Initiate a Return
- Log into your TheOuterLoad account
- Go to “Order History”
- Select the order containing items you wish to return
- Choose the items and reason for return
- Print your prepaid return label
- Package items securely and attach label
Return Methods
- Standard returns: Use our prepaid return label
- In-person returns: Not available (online only)
- International returns: Contact customer service first
Return Shipping Costs
- U.S. returns: Free with prepaid label
- International returns: Customer responsible for shipping costs
- Exchanges: Free return shipping for size exchanges
Refund Processing
- Refunds issued to original payment method
- Processing time: 5-7 business days after we receive return
- Email confirmation sent when refund is processed
- Allow additional 3-5 days for bank processing
Exchanges
We offer exchanges for:
- Size exchanges
- Color exchanges (subject to availability)
- Store credit for out-of-stock items
Non-Returnable Items
The following cannot be returned:
- Final sale items (marked at purchase)
- Worn or used items
- Items without original tags
- Gift cards
- Personalized products
International Returns
Additional requirements for international returns:
- Must contact customer service first
- Return within 30 days still applies
- Customer pays return shipping
- Refund minus original shipping costs
Damaged or Defective Items
If you receive damaged or defective items:
- Contact us within 14 days of delivery
- Include photos of the damage/defect
- We’ll provide a prepaid return label
- Choose replacement or full refund
Return Status Tracking
Check your return status:
- Through your account dashboard
- Using the return tracking number
- By contacting customer service
Store Credit Option
Choose store credit for:
- Instant credit upon return scan
- No deductions for shipping
- Bonus credit on select returns
Holiday Return Policy
Extended holiday returns:
- Purchases made November-December
- Extended return until January 31
- All standard return conditions apply
Return Exceptions
We reserve the right to refuse returns that:
- Show signs of wear or use
- Are missing tags or packaging
- Are returned after 30 days
- Don’t match original purchase records
Questions?
Contact our customer service team through the contact form on our website. Please include your order number and return question for faster assistance.
Return Address
The return address will be provided on your return label. Do not send returns to our corporate office address.
Partial Returns
Partial order returns are accepted. Refund will be issued only for returned items that meet return criteria.
Gift Returns
Gift returns are accepted for store credit within 30 days of delivery. Original order number required.