Refund Policy
We know it's difficult to buy apparel without trying it on first. If your purchase doesn't fit quite right, isn't what you expected, or simply isn't for you, we've made the return process as simple as possible.
Return Eligibility
Items may be returned within 60 days of the delivery date provided they are:
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Unused and in the same condition you received them
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Unwashed
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Free of odors, pet hair, lint, stains, or other debris
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Returned with all original tags attached
Eligible returns can be initiated through our online return portal.
Return Shipping
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U.S. Orders: A flat $9.99 return shipping fee will be deducted from your refund.
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International Orders: Customers are responsible for all return shipping costs.
Our Return Process
To start your return, please email us at hello@offthegridsurplus.com. Our team will provide you with return instructions and help get the process started.
To simplify our process, all approved returns are refunded to the original form of payment.
If you'd like a different size, color, or product, simply place a new order after your refund has been processed. This helps ensure you receive the item you want as quickly as possible, without waiting for an exchange to be completed.
If you need sizing assistance before placing your new order, we're happy to help! Email us at hello@offthegridsurplus.com. If you'd prefer a callback, don't forget to include your phone number.
Online & App Orders
For assistance with your return, please email us at hello@offthegridsurplus.com.
If you've misplaced your order number or received your item as a gift, email us with as much information as possible about the item and, if applicable, the gift giver. We'll do our best to locate the order and get you taken care of quickly.
In-Store & Event Purchases
If you purchased an item in person at one of our retail locations or events, please email us with the approximate purchase date and details about the item(s). We'll locate your transaction and assist you with your return.
Non-Returnable Items
The following items are not eligible for return or refund:
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Gift cards
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Memberships and subscription products
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Route package insurance
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Outlet merchandise
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Limited Edition OTG 10 Year Anniversary Package
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Used, worn, washed, dirty, damaged, ripped, or altered items
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Items with strong odors
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Original shipping charges
Refunds
Once your return has been received and inspected, we'll send you an email confirming that we've received your item.
If your return is approved, your refund will be issued to your original form of payment. Most financial institutions post refunds within 7–10 business days, although processing times may vary.
If your return does not meet our eligibility requirements, we'll notify you by email. You may choose to have the item(s) shipped back to you at your expense. Off The Grid will hold denied return items for 15 days after notification. Items not claimed within that timeframe will be discarded.
Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your credit card company, as refunds may take additional time to post.
- Contact your bank, as processing times can vary.
If you've completed these steps and still haven't received your refund, please contact us at hello@offthegridsurplus.com.
Warranty
While we stand behind our products, manufacturer defects can occasionally occur.
If you believe your item has a manufacturing defect, please contact us immediately at hello@offthegridsurplus.com.
Manufacturing defects are covered for up to six (6) months from the delivery date. After this period, normal wear and tear prevents us from offering warranty coverage.
The following are not covered under warranty:
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Normal wear and tear
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Accidental damage
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Tears caused by use
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Damage resulting from improper washing or drying
Warranty claims are limited to one replacement per item.
Mis-Shipments
If Off The Grid ships the wrong item, we'll make it right at no cost to you.
If a customer mistakenly returns an item that is not an Off The Grid product, Off The Grid is not responsible for the cost of returning that item or for any loss or theft during shipment.
If the customer declines return shipping for a non-OTG item, the item will be discarded.
