Returns and Exchanges
We know that it is difficult to buy items sight unseen. If you purchase something from us that doesn't fit right, feel right, your significant other hates it, etc., we offer an easy return/exchange process. As long as your item(s) are unused, in the same condition that you received it with the tags still attached, unwashed, no odors or debris, and within 60 days of the order delivery date, you can proceed to process your return or exchange through our online portal. All US orders processing a return for refund, there is a $9.99 flat rate shipping fee. International orders- customer is responsible for return shipping.
Online and APP Orders:
Please email us at hello@offthegridsurplus.com for assistance with your return or exchange.
If you misplaced your order number or received an item as a gift, please email us at hello@offthegridsurplus.com. Include as many details on the item(s) you're trying to return/exchange (and as much of the gift giver’s information as possible) so that we can get you taken care of ASAP!
If you purchased in person, at a show, or at our brick-and-mortar, please shoot over an email with the approximate date of purchase and details on the item(s) you're trying to return/exchange – we’ll locate your transaction information, and get back to you.
NON-RETURNABLE ITEMS:
- Gift cards
- Membership and subscription products
- Route package insurance
- Outlet Merchandise
- Used, worn, dirty, damaged, ripped, strong odors, and/or washed products
- Shipping costs
- Limited Edition Items
-OTG 10 Year Anniversary Package
REFUNDS (if applicable)
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be issued to your original form of payment. Typically, within 5-10 business days.
If your return is denied, customers can opt to pay for return shipping of the item(s). Off The Grid will hold item(s) for up to 15 days from the return notification.
LATE OR MISSING PAYMENTS (if applicable)
If you have not received a refund, check your bank account first.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please, contact us at hello@offthegridsurplus.com.
WARRANTIES
Unfortunately, sometimes manufacturer errors do occur. If you feel your item is faulty due to a manufacturing defect, please, contact us immediately at: hello@offthegridsurplus.com.
Please note! Manufacturing defects are only eligible for a warranty up to 6 months from delivery. After that time, we, unfortunately, cannot warranty items, as normal wear and tear will affect the performance of your clothing.
Normal wear, accidental tears, or damage due to incorrect washing and drying of your garment are not covered under our manufacturer's warranty.
