Refund policy

Last updated: October 29, 2026

Off Trail Market brings together outdoor gear and goods from independent brands and makers. When you order, you check out with Off Trail Market, and the brand that makes your item ships it to you. Each brand sets its own return terms, so return eligibility can vary by product. Every order is still covered by the standards below.

Our standards on every order

  • Not as described. If you receive an item that is materially different from its listing, such as the wrong item, wrong size, wrong color, or a significantly inaccurate description, you are entitled to a full refund. Minor color differences caused by photography, natural variation in handmade items, or a change of mind are not a material difference.
  • Damaged in transit. If an item arrives damaged because it was packed inadequately, you are entitled to a refund or a replacement. Damage caused by the carrier to a properly packed item may require a carrier claim, and we will help you with it.
  • Never arrived. If your order has not arrived within 30 days of the estimated delivery date and tracking does not show delivery, contact us. We will investigate with the brand and the carrier, and if delivery cannot be confirmed, we will issue a full refund.
  • Cancelled by the brand. If a brand cancels your order after it has been confirmed, you will receive a full refund of all amounts paid, including shipping.

How to start a return

  1. Email us at Admin@OffTrailMarket.com within 30 days of delivery. Include your order number, the item, the reason for the return, and photos if the item arrived damaged or not as described.
  2. We will confirm whether the item is eligible and send you return instructions. Please do not send an item back before you receive instructions, because unauthorized returns may not be accepted or refunded.
  3. Ship the item back using a trackable shipping method. Unless the return is because of a brand error (wrong item, damaged item, or not as described), return shipping is generally your responsibility. Off Trail Market is not responsible for items lost in return shipping.
  4. Once the brand confirms the item arrived in acceptable condition, we will issue your refund.

The 30 day window does not apply to defects that could not reasonably have been discovered within 30 days of delivery, or to claims involving fraud or counterfeit goods. Contact us about those at any time.

Items that cannot be returned

Unless they arrive damaged or materially not as described, these items are not eligible for return:

  • Perishable goods, food items, and consumables
  • Custom or personalized items made to your specifications
  • Intimate apparel, undergarments, and similar items, for hygiene reasons
  • Hazardous materials, flammable items, or other regulated substances
  • Items that have been used, worn, washed, or altered
  • Items missing their original packaging, tags, or components, where the brand requires them for returns

Some brands mark additional items as final sale. When they do, it is noted on the product page.

Refunds

Refunds are returned to your original payment method. We do not issue refunds by check, cash, or store credit unless a brand specifically offers store credit. After we issue a refund, it can take up to 10 business days to appear on your statement, depending on your bank. If you have not seen your refund within 15 business days of our confirmation, please check with your bank first, then contact us.

Orders from more than one brand

When your order includes items from more than one brand, each item follows its own brand's return terms and may need to go back to a different address. A return or refund on one item does not affect the rest of your order.

Chargebacks

Please contact us before starting a chargeback with your bank. We can usually resolve issues faster than the chargeback process. If a chargeback is filed, we will cooperate with the card network's process and may provide order documentation.

Changes to this policy

We may update this policy from time to time. When we make material changes, we will post the updated policy here with a new date.

Contact us

Off Trail Market Customer Support
Email: Admin@OffTrailMarket.com
We reply within 2 business days.