Customer Service

We are here to make sure you are delighted with your experience at Please feel free to email us should you have any questions.

our promise to you


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.*

*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: [email protected]
  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


  1. Find the item for less on another company's web site.
  2. Place an order for the product on
  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.
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