Customer
Service

Registering
  • How do I register?

    Simply click on “my account” and you will be provided with a direct link that will walk you through the process.

    If you have never purchased from us before, you must register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on “checkout”, and this will automatically direct you to our register page.

  • What if I forget my password?

    Simply visit this link. If you ever forget your password again, there is always a link on the “my account” page. By providing your email address, via a secure, encrypted connection, adventuregearbrand.com will email you a new password that you may later change by visiting “my account” once you log-in successfully.

    Passwords are case sensitive and must include a number or punctuation character.

  • How do I change my password?

    Once you log-in to your account, you may change your password by clicking on “my account”. Then click on “Account Information”. Next click on the link that says: “Change password”. Enter your new password and click on “Submit”.

    “My account” is a useful destination for configuring your adventuregearbrand.com account to your liking.

Shopping Online
  • Shopping Online

    Once you're done shopping, checking out is easy. You may always view the items you have added to your cart by clicking "view cart" button on the orange menu bar at the top of any page. You may also checkout by clicking on the "checkout" hyperlink located on any item detail page.

    Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the left of items, and then by clicking "recalculate" after all quantity adjustments have been made.

    Once you are ready to checkout with the items in your shopping cart, click on the “checkout” button in your shopping cart. At this point if you have not registered with us before, you will need to click on “register” to sign-up for a new account. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account.

    Based on the contracts and relationships we have with our vendors, the merchandise sold on our site is intended for personal use only, and not for resale. We reserve the right to cancel orders that appear to be for resale purposes.

  • Item availability

    Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products. If we are out of stock on an item that you've ordered, we will notify you via e-mail.

    Any changes will be reflected in your order total as well as your shipping confirmation.

  • Sizing Information

    Reference the size charts link to help determine your size when ordering from adventuregearbrand.com. Because sizing and cut will vary between designers, please use this chart as a general guide to compare the various size scales.

    Designer-specific information regarding size may also be found on the product information page. If you are between sizes or need assistance selecting the proper size, please contact info@adventuregearbrand.com

  • Accepted Credit Cards

    AdventureGearBrand.com accepts the following credit cards: Visa, Master Card, American Express, and Discover.

  • Tracking Orders

    You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped.

    This confirmation will include the tracking number for your package. You may check the status of your order at anytime by visiting “My Account” on the menu bar at the top of any page.

    Once you login to your account using your email address and password, click on “Order History” to view past orders and current orders that you have placed. From here you can determine when your order actually leaves AdventureGearBrand.com.

  • Modify Orders

    Please contact Customer Service by email at xxxx@xxxxxxx.com or by phone (X-XXX-XXXX) to find out if it is possible to modify or cancel an existing order.

    Please be advised that once an order has been finalized we are unable to make any modifications to the order including cancellations.

  • Secure Shopping Online

    Our secure servers use advanced encryption and firewall technology to keep your personal information private. Our secure server layer (SSL) software completely encrypts the information you input so that it cannot be read as it travels over the Internet to our order management system. We have extremely strong security measures in place to protect against the loss, misuse, or alteration of your information while it is in our control.

    Adventure Gear Brand does not rent, trade, loan, or sell your personal information, or any other information that may identify you, to third parties. We are committed to protecting our customers' privacy. The information we collect is used solely to process your order and to enhance your shopping experience. We also monitor customer traffic patterns and site usage in order to help us refine the design and layout of the store.

Shipping and Handling
  • Guidelines

    Orders placed Monday-Friday before 1 PM EST will begin processing that day, excluding holidays, and will ship within 2 business days pending availability and credit verification. All orders placed after 1 PM EST will begin processing the next business day, and ship within 48 hours.

    Orders placed on Friday after 1 PM EST will begin processing on the following Monday. AdventureGearBrand.com will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. We use UPS and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery.

  • International Shipping costs, methods and disclosure

    International shipping charges are based on several factors, including total price of items, the weight of the package, and its destination. To determine the cost, please add your selected items to your cart and proceed to checkout. You will be able to view the shipping costs on the review page of the checkout process. This is the last page before finalizing your order. From this page you may either cancel or proceed with your order.

    UPS Worldwide Saver - UPS and AdventureGearBrand.com provide customs-cleared delivery to more than 50 destination countries. Most shipments to Europe or Asia are delivered within 2 to 3 business days after leaving AdventureGearBrand.com.

    Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be.

    Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from AdventureGearBrand.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

    Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.

    Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.

    If the order is a gift, the package is marked “Gift,” but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.

    Refused Shipments - If you decide to refuse any shipments from AdventureGearBrand.com, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to AdventureGearBrand.com. This amount will be subtracted from your merchandise refund.

    If you have any shipping and handling questions please contact info@adventuregearbrand.com.

  • Shipping restrictions

    We use UPS for delivery, and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery.

    PLEASE NOTE: Some countries may have restrictions on the receipt of specific items.

Returns and Exchanges
  • What is your return policy?
    US Returns Policy
    • Items must be returned new, in their original condition and with all garment tags still attached.
    • Shoes must be returned in their original, undamaged shoebox as this is considered part of the product.
    • To ensure that your return is adequately protected in transit, we recommend you send your items to us in the original packaging provided.
    • A pre-paid UPS shipping label is provided for your convenience.
    • No postage is required upfront. The cost of return shipping will be deducted from your refund.
    • All returns are to be registered with our Return Department at 411@adventuregearbrand.com. Please note that returns cannot be accepted without a Return Authorization Number. See How to Make a Return for more information.
    • A Return Authorization Number is issued solely as a preliminary return management measure. Please note that a Return Authorization does not guarantee that a return will be accepted if the merchandise is found to be damaged or otherwise not in original condition.


    PLEASE NOTE THAT MERCHANDISE PURCHASED ON ADVENTUREGEARBRAND.COM CANNOT BE RETURNED AT THE ADVENTURE GEAR BRAND STORE. ITEMS PURCHASED AT THE ADVENTURE GEAR BRAND STORE MUST BE RETURNED IN-STORE, IN ACCORDANCE WITH THEIR RETURN POLICY. WE APOLOGIZE FOR ANY INCONVENIENCE.

    Exchanges

    Due to the select nature of our merchandise, adventuregearbrand.com regrets that we cannot guarantee availability of merchandise for exchanges. Please contact 411@adventuregearbrand.com for exchange assistance.

    Unreturnable Items

    Fragrances, any plastic-wrapped item, lingerie, and bathing suits are final sale and cannot be returned.

    International Returns Policy

    For all international returns, please contact 411@adventuregearbrand.com.

  • Where do I send my return?

    Please send your return or exchange to:

    AdventureGearBrand.com
    Returns Department
    Address
    Suite XX
    City, State, Zip Code
    USA
  • Make a Return

    To make a return, please follow these three easy steps:

    1. Email 411@adventuregearbrand.com. to request a Return Authorization Number within 7 days of receiving your order.
    2. Take your package to any authorized UPS drop-off location, or schedule a pick-up by calling 1-800-PICK UPS.  A pre-paid return shipping label is provided with your package.  Please note that items must be returned within 7 days of receiving your Return Authorization.
    3. You will receive email notification once your return has been received and processed.
  • When will my credit card be refunded?

    All correctly returned products will be credited as either a store credit or a refund to the original purchaser’s credit card excluding all applicable shipping costs. Once your package has been received at adventuregearbrand.com, your refund will be processed in the original form of payment within five business days.

    You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the refund request from adventuregearbrand.com.

  • Gift Returns

    If you have received an item as a gift, you may exchange it for a store credit to your adventuregearbrand.com account. You will need to register your details with customerservice@adventuregearbrand.com.

    This is valid for one year and will be applied to your next purchase. Please be aware that you may be required to pay any cost difference and additional shipping, taxes, and import duties.

Gift Services
  • What gift wrap/box services do you offer?

    adventuregearbrand.com will gift box your order providing you select this option at the time of purchase. Gift wrap service is subject to a $10 charge, in addition to any other applicable shipping and handling fees. This gift service includes a matte finished white structured gift box with our red logo and the item(s) wrapped in tissue inside the box.

    You are asked at checkout to include a gift message if you desire. This message is printed on a gift card, and included with the gift box. The recipient will receive a blank invoice with the return/exchange form. Footwear cannot be gift boxed.

  • How do I purchase a gift certificate?

    Gift certificates are available for purchase online. We offer gift certificates in the predetermined dollar amounts featured on our site.

    You may add this item to your cart and proceed to checkout for purchase. Gift certificates are delivered using USPS, with no shipping charges. You may choose to have your gift certificate shipped using another shipping method at an additional cost.

  • How do I redeem my gift certificate?

    To make a purchase using your gift certificate you must first register on our site. (see “how do I register”). At the checkout screen you will be able to enter your gift certificate number in the field “Redeem your gift certificate”.

    This will deduct the full amount of the gift certificate from your order total. If your gift certificate is more than the total purchase, the total purchase amount will be deducted from your gift certificate, and you will be able to use the remaining amount for future purchases.

Contacting Us
  • By E-Mail

    For help with orders, and general questions about adventuregearbrand.com: customerservice@adventuregearbrand.com

    For additional merchandise information, size guidance, and product recommendations:
    stylist@adventuregearbrand.com

    For returns:
    411@adventuregearbrand.com

  • By Phone
    For all customer inquires please call: 1-877-KZ LUVS U (1-877-595-8878) Monday-Friday 9:00AM-6:00PM Eastern Standard Time
//