Customer Service

We are here to make sure you are delighted with your experience at www.backwoods.com. Please feel free to email us should you have any questions: orders@backwoods.com.

Gift Cards

Have a question about how to use your gift card online? No problem, we are here to help! Please email us: orders@backwoods.com with your name (first and last) and your gift card number and we will convert it for online usage.

General Inquiries

Have a question, or just want to say hi? Questions about Marketing or Promotional Material? Email us: info@backwoods.com.

Order or Product Questions

If you have a question about a product or an order, please email us: orders@backwoods.com

Our Guarantee

Our customer service guarantee ensures that every item* you purchase at Backwoods meets your highest standards. We have outfitting outdoor adventurers since 1973, and in that time, we have learned a lot about what it takes to provide excellent customer service. We guarantee we will do our best to make sure you are satisfied with our service, products and your overall experience. If you are not completely satisfied with your purchase, contact us and we will do our best to make it right.

NOTE: *We are not able to accept returns on protection and fall/arrest related climbing equipment. This includes, but is not limited to: carabiners, cams, nuts, all bolt protection, runners or any type of webbing, helmets, harnesses, ropes and any cut cordage of any kind.

Price Protection

If we reduce the price of full price merchandise, we will refund the difference in price within a reasonable time. Starting from the date of the price reduction, customers have up to 7 days to submit a price protection refund request. Please be advised that Price Protection is not valid on sale (including Flash Sales) or discounted merchandise. If you find an identical product at a lower price and in-stock on another website that we can verify, we will match the price. Here’s how it works:

Price Match Rules

  1. Our site and the competitor must both have the identical item in stock (same size, color, style, and season).
  2. Item can't be discounted more than 40% off of the original retail price. Sorry!
  3. The competitor must be based in the U.S.
  4. A price match will only be honored for up to 2 of the same item.
  5. No price matching on gift cards.
  6. Items can't be purchased for resale.
  7. Prices listed on auction sites such as eBay or Amazon are excluded.
  8. You cannot combine a price match with other promotions, like a free gift or coupon code.
  9. Orders shipped to states where we have physical retail locations will be charged the applicable sales tax after the price has been adjusted. To see where our stores are located, visit our find a store page.

What To Do

  1. Find the item for less on another company's web site.
  2. Email one of our expert customer service reps and let them know that you'd like to do a price match: orders@backwoods.com
  3. Let us know where you saw the product for less, send a link to the site in the email. Once verified, we will match the price for your online purchase

OR

  1. Find the item for less on another company's web site.
  2. Place an order for the product on backwoods.com
  3. E-mail us within 24 hours with a link to the web site where the product is on sale for a lower price, and let us know you'd like to do a price match. Once verified, we will refund the difference to your original form of payment.

Shipping Information

Most merchandise is shipped from one of our stores or our warehouse to arrive within 5 days of receipt of your order. If there is a delay, we will notify you by phone or email. Some orders with multiple items may be shipped in multiple packages.

Delivery Details

We ship all of our orders Monday through Friday via FedEx for business day delivery. Expedited delivery is available in certain circumstances, for an additional cost. We do not offer Saturday delivery options. Expedited orders must be received by 2pm CST for us to be able to ship out same day. Orders received after this time may not be eligible for expedited delivery.

No Delivery on National Holidays

If a National Holiday is between your order date and the anticipated arrival date of your package, please expect your package a day later. Packages are not shipped or delivered on the following holidays:

  • New Year's Day
  • Memorial Day
  • July 4th
  • Martin Luther King Day Jr.
  • Labor Day
  • President's Day
  • Thanksgiving
  • Christmas

Alaska and Hawaii
Orders shipping to Alaska and Hawaii require additional shipping charges

PO Boxes, APO
At this time, we do not offer shipping to PO Boxes or APO addresses.

Please Note:

Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Some items require a signature for delivery.


Returns and Exchanges

To make a return or exchange by mail:

Please include a copy of your receipt, invoice or packing slip. If you no longer have one of these, email orders@backwoods.com so we can email a copy to you.

Mail to:
Backwoods Online Retailers

Note* We are not able to accept any returns on protection and fall/arrest related climbing equipment. This includes but is not limited to: carabiners, cams, nuts, all bolt protection, runners or any type of webbing, helmets, harnesses, ropes and any cut cordage of any kind.

You can expedite an exchange by placing a new order with your credit card and returning the unwanted merchandise for credit.

To make an exchange in store:

Please bring a copy of your receipt. If you no longer have the receipt that was sent to you via email, please email orders@backwoods.com and we will research and email a copy of your receipt. A receipt must be presented with all in-store exchanges.