FREQUENTLY ASKED QUESTION
ORDER STATUS
Why has my tracking not updated?
Please allow up to 48 hours for the carrier to register the shipping status. If you are still not seeing any updates after that time, or your tracking number is not updating at all, please contact our Customer Experience Team.
Am I able to edit or alter my pending order?
We are unable to edit an order after it has been placed. We aim to get your order to you as quickly as possible. Orders begin processing as soon as they are placed. We can cancel orders upon request if they have not begun shipping.
How can I cancel my order?
We aim to get your order to you as quickly as possible. Orders begin processing as soon as they are placed. We can cancel orders upon request if they have not been processed and prepared for shipment.
Why was my order canceled right away?
If you have any questions regarding a canceled order, please contact our Customer Experience Team.
My tracking shows "delivered" but I have not received my parcel. Can Himalayan Gear assist?
We apologize on behalf of the shipping provider for any potential delivery issues. Please contact our Customer Experience Team for additional assistance.
How can I upgrade my shipping option?
We are unable to upgrade shipping options on an order once it has been placed. We can cancel orders upon request, and the order can be placed again with an upgraded shipping option.
Does Himalayan Gear cover taxes and duties on international orders?
Your country may require you to pay import fees, customs, duties, and value-added taxes (VAT), etc., which are not included in the shipping cost listed on our website. These charges are the sole responsibility of the customer and are non-refundable. Please be aware that you may need to work with your local post office to pay customs and duties before they release your shipment to you. If you fail to pay applicable duties, taxes, and fees, the package will be abandoned, and Himalayan Gear will not refund the abandoned order, including shipping charges and fees. Please note that orders outside the USA and Canada are ineligible for returns or exchanges.
RETUNRS
How can I begin the return or exchange process?
Purchases made directly from himalayangear.com may be returned through our online return portal. Please visit our Returns and Repairs page for more information. Items purchased from our retail stores must be returned to that same store location with proof of purchase. Items purchased through Himalayan Gear dealer partners must be returned to the original place of purchase.
How can I see if Himalayan Gear has received my returned item?
Please keep a record of the tracking information on your return label as that will provide the most up-to-date information on your return shipment.
I am having issues with my provided return label. Can Himalayan Gear assist me with this?
Yes, we would love to help. Please contact our Customer Experience Team for assistance.
Does Himalayan Gear allow for international returns or exchanges?
Himalayan Gear USA does not accept returns for orders shipped internationally.
WARRANTY & REPAIRS
How can I submit a warranty claim?
Please review our Warranty page for all information on eligibility and submission instructions.
Can I receive an update on my warranty claim?
If you need an update on your warranty claim, please contact our Customer Experience Team and include your RMA number for reference.
PRODUCT INFORMATION
When will the item I want be restocked?
The best way to be notified when something comes back in stock is to use the 'Notify Me' feature on our website to get a notification via email as soon as it's back in stock. Once the item is restocked, you will receive an email notification and will be able to complete your transaction on a first-come, first-served basis.
Where are your products made?
Please contact our Customer Experience Team for specific product information requests.
How can I view English instructions for your products?
Please contact our Customer Experience Team for specific product information requests.
How can I best care for my titanium products?
We recommend cleaning titanium products in lukewarm water with mild dish soap. We do not recommend machine washing any titanium products.
What kind of fuel can I use with my Himalayan Gear product?
Most of our stoves use isobutane fuel. Please refer to the stove's product page for confirmation of fuel type. The use of alternative fuel and adapters is potentially dangerous and is strongly discouraged. Additionally, any damage caused by using a third-party fuel or adapter is not covered by our warranty.
How is the apparel sized?
Himalayan Gear apparel items are gender-neutral. Each item has its own specific size guide, which can be found on the product page. Please contact our Customer Experience Team with any additional questions.