At Family Camp Gear Store, we stand behind the quality of every absorption fridge, awning, and camping accessory we sell. Just as we’re committed to providing reliable outdoor gear for your adventures, we want you to be completely satisfied with your purchase.
Our Return Policy
We accept returns and exchanges within 15 days of your receipt of items. Your satisfaction is our priority, and we’ll make the process as smooth as possible.
Return & Exchange Process
- Contact Our Team
Email us at [email protected] within 15 days of receiving your order. Include your order number and reason for return/exchange. - Receive Return Authorization
Our customer service team will respond within 1-2 business days with a Return Authorization Number and shipping instructions. - Package Your Items
Pack the items in their original packaging with all tags and accessories included. Please include a copy of your original order confirmation. - Ship Your Return
Ship the package to our warehouse at:
Family Camp Gear Store
4380 Redbud Drive, New York, US 10013 - Processing
Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll process your refund or exchange.
Return Conditions
- Items must be unused and in original condition
- Original packaging and all accessories must be included
- Proof of purchase (order number) is required
- Return shipping costs are the customer’s responsibility unless the return is due to our error
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged unless defective:
- Airbeds & Pumps (for hygiene reasons)
- Cookers & Stoves (safety equipment)
- Opened or used personal accessories
- Items without original packaging
Refund Information
Refund Processing Time: 5-7 business days after we receive and inspect your return
Refund Method: Refunds will be issued to your original payment method:
- Credit Cards (Visa, MasterCard, JCB): 5-7 business days
- PayPal: 3-5 business days
Please note that shipping costs are non-refundable for changed mind returns.
Return/Exchange Request Template
Copy and paste this template into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Family Camp Gear Store Team,
I would like to request a [return/exchange] for my order #[Your Order Number].
Items to Return/Exchange:
– [Product Name 1]
– [Product Name 2]
Reason for Return/Exchange:
[Please describe the reason – e.g., wrong size, defective item, changed mind, etc.]
Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specific product if applicable]
[ ] Store credit
Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
Exchange Policy
Exchanges are subject to product availability. If the item you want is out of stock, we’ll contact you to discuss alternatives or issue a refund.
Defective or Damaged Items
If you receive a defective or damaged item, contact us immediately at [email protected]. We’ll arrange for a replacement and cover all shipping costs.
Need Help? Our friendly customer service team is here to assist you with any return or exchange questions. Email us at [email protected] and we’ll respond within 1-2 business days.
At Family Camp Gear Store, we’re committed to ensuring your outdoor adventures are supported by reliable gear and exceptional customer service. Thank you for trusting us with your camping and caravan needs.