FAQ
GENERAL FAQ
1. Free Returns and Exchanges Available:
When you opt-in for Unlimited Free Returns/Exchanges at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange FREE. If you decide not to buy Unlimited Free Returns/Exchanges you can still return your items, but you will be responsible for the cost of the return shipping label. All returns are subject to the guidelines outlined in our Return Policy.
2. Flexible Return Locations:
We offer you the flexibility to return or exchange your items either in-store or online, no matter where you initially purchased your order. Visit one of our physical locations to complete the return/exchange, or head to https://returns.portlandgear.com to complete through the mail.
3. Take Your Time, We've Got You Covered:
- We want you to shop confidently, which is why we're offering a generous 90-day return window. for a full refund. If you decide within 90 days of your purchase that it’s not quite right for you, simply return your item in its original condition (unworn, unwashed, with tags attached) for a full refund.
- If it’s been more than 90 days, no worries! You are still eligible to make a return after 90 days, but instead of a refund you will receive store credit as long as the item(s) are unworn, unwashed, and has the original tags attached, we’ll issue store credit for the current value of the product.
We’ve made returns and exchanges hassle-free so you can always shop with peace of mind.
4. Manufacturer Warranty:
Warranty Period:
This warranty is valid for two years from the date of purchase.
Coverage:
This warranty covers defects in materials and workmanship under normal use. It includes issues such as:
- Broken zippers
- Seam failures
- Material defects
Exclusions:
This warranty does not cover:
- Damage caused by misuse, abuse, or neglect
- Normal wear and tear
- Dissatisfaction of color choice
- Damage from accidents or unauthorized repairs
- Items purchased from unauthorized retailers
Claim Process:
To make a warranty claim, please follow these steps:
- Contact Us: Reach out to our customer service team at team@portlandgear.com.
- Provide Proof of Purchase: Include a copy of your original receipt.
- Describe the Issue: Briefly explain the defect and provide photos if possible.
- Return Instructions: If approved, we will provide you with instructions on how to return the product.
Resolution:
Upon inspection, we will determine whether to repair, replace, or issue a refund for the defective item.
Limitation of Liability:
Our liability under this warranty is limited to the repair or replacement of the backpack. We are not liable for any incidental or consequential damages.”
5. Unrivaled Customer Support:
Our customer support team is dedicated to ensuring your satisfaction. If you have any questions or require assistance throughout the return or exchange process, our knowledgeable and friendly support staff are just a call or click away.
Please note that "ALL SALES FINAL" items are not covered in our return and exchange policy.
Orders can be changed and/or cancelled if they have not been fulfilled. Please email team@portlandgear.com ASAP to make any changes. If an order has already been fulfilled, you will need to follow the steps in our Return/Exchange Policy.
Online & In-Store
- All Major Credit and Debit Cards
- Apple Pay, Google Pay, Meta Pay, Amazon Pay, Shop Pay, Venmo, PayPal
- AfterPay - Click Here
- Cash (In-Store Only)
Warranty Period:
This warranty is valid for two years from the date of purchase.
Coverage:
This warranty covers defects in materials and workmanship under normal use. It includes issues such as:
- Broken zippers
- Seam failures
- Material defects
Exclusions:
This warranty does not cover:
- Damage caused by misuse, abuse, or neglect
- Normal wear and tear
- Dissatisfaction of color choice
- Damage from accidents or unauthorized repairs
- Items purchased from unauthorized retailers
Claim Process:
To make a warranty claim, please follow these steps:
1. Contact Us: Reach out to our customer service team at team@portlandgear.com.
2. Provide Proof of Purchase: Include a copy of your original receipt.
3. Describe the Issue: Briefly explain the defect and provide photos if possible.
4. Return Instructions: If approved, we will provide you with instructions on how to return the product.
Resolution:
Upon inspection, we will determine whether to repair, replace, or issue a refund for the defective item.
Limitation of Liability:
Our liability under this warranty is limited to the repair or replacement of the backpack. We are not liable for any incidental or consequential damages.”
We take privacy very seriously. We will never give out or sell any of your personal information. We appreciate you as customers and friends! - Click here to read our privacy policy.
Yes we do! Please email eli@portlandgear.com for more information and pricing.
Yes we do! Using our team of designers and creatives, we will help create high quality gear and style that you can also find at Portland Gear. Please fill out this form and we will get back in touch with you ASAP! - Click Here
PRODUCT FAQ
We do not currently offer store pickups.
Generally items that are available online are also offered in-store and vice-versa. However stock levels vary and are not guaranteed to be at a location. We recommend texting/calling/emailing us to check in-store availability.
We do not place items on hold.
SHIPPING FAQ
Orders are shipped out from our warehouse within one business day. Shipping times vary based on destination / shipping method chosen at checkout. Approximate delivery dates are shown before order is placed. Once an order is shipped you will receive a confirmation email with tracking information.
Shipping rates are based on order weight and delivery address to ensure the best shipping price. Free economy shipping is available on domestic orders over $125.
Yes we do! Our international shipping fee is also based on order weight and delivery address. Additional duties could apply upon delivery. We are proud to say we have shipped all over the world and to 62+ different countries!
Please note, on returns/exchanges you will be responsible for return shipping costs on international orders (this does not include Canada & Australia where can purchase return protection).
DISCOUNT FAQ
Most discount codes are not stackable. The discount code of highest value will be applied. Select promotions can be combined with discount codes, such as free shipping.
Only PG Rewards discounts can be used in-store. All other discount codes are for online use only.