Return and Refund Policy

Effective Date: November 7, 2025

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1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the TrailQuest Gear website located at https://www.trailquestgear.com (“Website”).

Our goal is to ensure that you are completely satisfied with your purchase. If you are not, this policy outlines your rights and our procedures for returns, refunds, and exchanges.

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2. Contact Information

For any questions about returns or refunds, please contact our Customer Service team:

Email: support@trailquestgear.com
Phone: 973-832-0265
Address:
TrailQuest Gear
155 Willowbrook Blvd, Ste 110
Wayne, New Jersey 07470
United States

Hours: Monday–Friday, 9 AM–5 PM EST

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3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 30 days of receipt without providing a reason, subject to the conditions below.

3.1 Conditions for Return

• Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

• Original Packaging: The item must be in its original packaging with all labels, accessories, and tags attached.

• Proof of Purchase: A receipt or proof of purchase is required for all returns.

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4. Return Process

4.1 Initiating a Return

To initiate a return:

1. Contact us at support@trailquestgear.com or 973-832-0265 within 30 days of receiving your order.

2. Provide your order number and the reason for your return.

After reviewing your request, our team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions.

4.2 Preparing Your Return

• Package the Item Safely: Securely pack the item in its original packaging, including all manuals, accessories, and promotional items.

• Include Documentation: Add the return authorization form and proof of purchase.

• Attach Shipping Label: Print and affix the provided return shipping label clearly to the package.

4.3 Shipping the Return

• Ship the package within 7 days of receiving your RMA.

• Use a trackable courier service (e.g., USPS, UPS, or FedEx) to ensure safe delivery.

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5. Return Shipping Costs

Customers are responsible for return shipping costs.
A 20% restocking fee may apply for certain returns as stated in Section 6.1.

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6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

• Items must be unused, undamaged, and in original packaging.

• Return requests must be made within 30 days of receipt.

• A refund will be issued to the original payment method, minus a 20% restocking fee.

6.2 Defective or Damaged Goods

• Notify us within 7 days of delivery.

• Provide photos or videos showing the defect or damage.

• We will offer a replacement or a full refund, including shipping costs.

6.3 Incorrect Product Received

If you received the wrong item:

• Contact us immediately upon receipt.

• We will cover return shipping and send the correct product promptly.

6.4 Product Never Arrived

If your product does not arrive within the estimated delivery time:

• Contact us so we can initiate an investigation with the carrier.

• If the product is confirmed lost, you may choose between a replacement or a full refund.

6.5 Order Cancellation

• Before Shipment: Orders canceled before shipment qualify for a full refund.

• After Shipment: If the order has shipped, please follow the return procedure after receiving your product.

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7. Exceptions to the Return Policy

Certain products are non-returnable and non-refundable, including:

• Custom or personalized items

• Perishable goods (e.g., food, flowers, or magazines)

• Intimate or sanitary products (e.g., undergarments, swimwear, or personal care items) unless unopened and unused

• Gift cards and downloadable digital products

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8. Refunds

8.1 Refund Conditions

Refunds are issued only after the returned item has been received and inspected.
We will notify you by email once your return is approved or rejected.

8.2 Refund Processing

• Refunds are processed to the original payment method used at the time of purchase.

• Please allow up to 5–7 business days for processing after approval.

• Depending on your bank or card issuer, it may take an additional up to 14 days for the refund to appear in your account.

8.3 Partial Refunds

Partial refunds may be issued for:

• Items returned not in their original condition or missing parts not due to our error.

• Late returns received after 30 days from delivery.

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9. Exchanges

If you received a defective, damaged, or incorrect item, we will gladly exchange it at no additional cost.

To request an exchange:
Email support@trailquestgear.com with your order number and reason for the exchange.

All exchange shipping costs are covered by TrailQuest Gear.

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10. Timelines

• Return Window: 30 days from receipt of product

• Processing Time: 5–7 business days after receiving your return

• Refund Posting: Up to 14 days depending on your financial institution

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11. Legal Rights

This Return and Refund Policy does not affect any statutory consumer rights you may have under applicable law in the United States.

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12. Questions and Support

For more information, please:

• Visit our FAQ Page

• Contact Customer Service at:

  • Email: support@trailquestgear.com

  • Phone: 973-832-0265

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By making a purchase on https://www.trailquestgear.com, you agree to this Return and Refund Policy.

TrailQuest Gear
📞 Phone: 973-832-0265
📧 Email: support@trailquestgear.com
🏢 Address: 155 Willowbrook Blvd, Ste 110, Wayne, New Jersey 07470, United States
🕘 Business Hours: Monday–Friday, 9 AM–5 PM EST