Effective November 1, 2018 our holiday policy is in effect and we will honor returns for any purchases placed through December 31, 2018 with a 90 day return policy based on the shipped date of an order.
Shop.highsierra.com guarantees total customer satisfaction. If you are not completely satisfied with your online purchase, you may return unused merchandise within 90 days of the original shipped date for a prompt refund. You will be refunded for the merchandise total, plus applicable sales tax paid. Shipping and handling charges are not refundable unless the product arrived damaged or the incorrect product was shipped. Please allow 14 business days for us to process your return. Please allow 1 to 2 billing cycles for the credit to show up on your credit card statement.
If you return any part of your order and that order was part of a promotion, any refund may be reduced.
1. Visit the Online Return Center to create a return
2. Follow the instructions to request a return authorization. Print the return authorization form.
3. Please choose a return shipping method and carrier best suited to you that will provide you tracking information and insurance. We cannot be responsible for your return until it is received at our distribution center.
4. Please include the original packing list inside the carton. (If you don’t have it, please include a piece of paper detailing your name, address, email, phone #, product returning, and the order number.)
Items must be returned in brand new, unused condition, with all hang tags and packaging intact. Please ship returned items to the address on the return authorization form.
The original freight charges will not be reimbursed. The customer is responsible for return freight to High Sierra.
If you can’t locate your order number, or need assistance with the return process, please email us at firstname.lastname@example.org or by messaging into our 24 hour Chat Support to help assist.
Please Note: Merchandise must be returned to the point of purchase. We cannot accept online returns in-store. Please do not return Authorized retailer merchandise to our stores or fulfillment center.
No Exchange Policy
We do not accept orders or items for exchange. If you need a different size, color or product please return your item(s) for a refund and place a new order at your convenience. Placing the new order now just ensures that you will receive it quickly, and that it won’t go out of stock.
Returning Damaged or Incorrect Merchandise Purchased Online
Damaged/Incorrect items must be reported within 60 days of your order's ship date. If we are notified of damaged/defective merchandise after this timeframe, we will not be able to process your request. If your merchandise was damaged in transit, is defective, or is not what you ordered, please contact our customer service team by emailing us at email@example.com or by messasging into our 24 hour Chat Support to help assit. We will ask you to provide photos of the product for our internal research purposes. If we determine that the product is damaged/incorrect, our customer service team will provide you with a pre-paid return label and shipping instructions. Once we receive the item and have validated the damage/defect, you will be refunded the price of the item as well as any applicable taxes and shipping costs. Refunds will be issued in the original form of payment used to purchase the item. If you need the order quickly you may place another order, while you wait for your refund. Please email us at firstname.lastname@example.org or by messaging into our 24 hour Chat Support to help assist.
Lost in Transit
All lost in transit issues must be reported within 90 days of your order's ship date. If we are notified of a lost package after this timeframe, we will be unable to process your request. If you are reporting a lost package please ensure that you have taken the following steps prior to contacting customer service.
• Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed or picked the package.
• Please also track your package online to see if there are any special instructions or updates listed. If you are still unable to locate your package, then please email us at email@example.com or by messaging into our 24 hour Chat Support to help assist. We will contact the carrier and provide a resolution for you on a case-by-case basis.
Colors displayed on our website may vary from the actual fabric color due to screen resolution or individual interpretation. We make every effort to ensure that the images on our site accurately represent our products. Please contact customer service by emailing firstname.lastname@example.org or by messaging into our 24 hour Chat Support to help assist if you have any questions regarding a product prior to purchase.
For 24 support, email us at email@example.com or by messaging into our Chat Support to help assist.