At Cole Store, we’re committed to getting your outdoor gear to you efficiently and making returns hassle-free if needed. Whether you’re preparing for a backpacking trip or a family camping adventure, our policies are designed with your convenience in mind.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
Standard Shipping (Recommended):
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Cost: $12.95 USD
- Best for tents, camp furniture, and valuable items
Free Shipping:
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Available for orders over $50 USD
Note: Delivery times are estimates and may vary based on destination. We currently ship worldwide except to certain Asian countries and remote areas.
International Shipping
International customers are responsible for any customs fees, taxes, or import duties. These charges vary by country and are not included in your order total.
Returns & Exchanges
We stand behind our camping gear as firmly as our tents stand against the elements. If your purchase doesn’t meet your expectations, our straightforward returns process ensures you can shop with confidence.
Our Return Policy
- We accept returns within 15 days of receiving your order
- All returned items must be:
- In original condition (unused, with tags attached)
- In the original packaging (including all parts for tents and accessories)
- Accompanied by proof of purchase
Non-Returnable Items
To ensure safety and hygiene, we cannot accept returns on:
- Opened or used BatteryGuard products
- Beach Shades with signs of use or sun exposure
- Any camping gear showing wear or damage from outdoor use
How to Initiate a Return or Exchange
Follow these simple steps to return your camping gear:
- Contact our team at [email protected] with your order number and details about the item you wish to return
- We’ll email you a Return Authorization Number and shipping instructions
- Pack the item securely in its original packaging
- Ship the package to our warehouse at: Cole Store Returns
1341 Poling Farm Road
Omaha, US 68114 - Once received and inspected, we’ll process your refund or exchange
Return Shipping Information
- Standard Return: Use any trackable shipping service (recommended for valuable items like tents and camp furniture)
- International Returns: Customers outside the US are responsible for all return shipping costs and any applicable customs fees
- For exchanges, we’ll ship the replacement item once your return is received. Expedited shipping options are available at additional cost.
Refund Process
- Refunds will be processed within 3-5 business days after we receive and approve your return
- The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping costs are non-refundable (except for defective/wrong items)
- International refunds may take 7-10 business days to appear in your account
Damaged or Defective Items
If your camping gear arrives damaged or defective:
- Contact us within 48 hours of delivery
- Include photos of the damaged item and packaging
- We’ll arrange a replacement or refund and may cover return shipping costs
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear Cole Store Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Item to return: [Product Name]
Reason for return: [Please specify – wrong item, defective, etc.]
I have reviewed the return policy and confirm the item is in its original condition with all packaging.
Please send the Return Authorization Number and further instructions.
Best regards,
[Your Full Name] [Your Contact Information]Need Help?
Our team of outdoor enthusiasts is here to help with any questions about returns. Email us at [email protected].
We appreciate your trust in Cole Store for your camping adventures. Happy trails!