Frequently Asked Questions
Problem with an Order?
If something is wrong with an order that has been fulfilled by Activeoutdoorgear.com, we want to help you. Please read the situations listed below for information on how to proceed.
Are you missing an item? Check the packing slip that was included with your shipment. If the item is backordered see below. If the item was not included, please email us the information (order number, item number, item description, customer name, customer address) for resolution.
Did you receive a damaged or defective item? If the item has a damaged or defective part, please email us and indicate the damaged or defective item, and whether you would like a refund or a replacement item sent to you. Please include the order number, item number, item description, customer name, and customer address.
Did you receive the wrong item or an item you didn't order? Please email us and indicate the incorrect item(s). We'll ask you to indicate the number of items you're returning, as well as whether they arrived instead of or in addition to items that you did order. We will also ask you whether you need a refund or a replacement sent to you.
What if an item is on backorder? All in-stock items are shipped at time of order; out-of-stock items will be placed on backorder and you will be notified. You may elect to cancel that item prior to shipping. All backorder items will be shipped at the time the product becomes available. If backorder period exceeds 30 days, Activeoutdoorgear.com will notify you prior to shipment release. In the event of partial shipment, each shipment will be billed separately. Backorders are shipped at prices in effect when the item was originally ordered.