Customer Service Terms and Policy
Who We Are
The Backpacker is a family owned and operated small business operating in Louisiana for over 40 years. We offer free returns on unused products in their original packaging for up to 100 days for online purchases. If you have any questions, contact us.
Discount Codes
Discount Codes are offered for one time use by customers. When entering your email for a discount code, you will be added to our email marketing list. Discount codes are only redeemable at backpackeroutdoors.com and not in stores. Hobie kayaks, Hobie products, paddle boards and car top carriers are excluded from this offer..
Returns and Replacements
Can I return an item that I bought at another retailer if The Backpacker carries the exact same item?
No, we cannot process returns or exchanges purchased from other retailers or websites even if we carry their products. The Backpacker barcode sticker must be visible on all products or product tags to be eligible for return.
Do I need a receipt to return or exchange items?
Yes. All returns and exchanges must be accompanied by a receipt from The Backpacker.
If my order does not fit as expected or I change my mind, can I return it for free?
Absolutely! If you find that your order does not match the description or you simply change your mind, you can return your order for free using the UPS return label or in-store up to 100 days after you’ve received your product.
Can I return or exchange gently worn/used items?
No. Items can only be returned in the following condition:
- Unworn
- Unwashed
- Same condition as purchased
- In original packaging
- With all original vendor tags
This includes defective merchandise.
Used merchandise can not be returned without written approval from a team member of The Backpacker.
What should I do if I receive a defective product?
Most items sold at The Backpacker carry some type of limited warranty. These warranties are provided by our vendors and are upheld at their discretion, thus we can make no guarantee or offer any warranty against defects of our products. However, should a product fail to perform to the expectations of our customers, we will do our best to rectify the situation in a manner that is agreeable to all parties. Items that are judged to be defective in nature must be returned to the manufacturer for repair unless otherwise instructed by the manufacturer. Any related shipping charges not covered by the manufacturer must be paid by the customer. Repaired items may take 6-12 weeks for processing in some cases. Defective/used merchandise can never be exchanged or returned to The Backpacker without manager approval. All items brought to The Backpacker due to defect must be in a reasonably clean condition before inspection.
How do I return my web order?
- Repackage your items including your packing slip with the reason for the return.
- Select whether you want a refund, store credit, or exchange.
- Attach the provided return label to the outside of your package.
- Drop off your item(s) at your local freight delivery access point (UPS store).
- If you did not receive a return label with your order or you need a replacement, email us at customerservice@backpackeroutdoors.com or message using our Live Chat option available from 8:30am-4pm (cst).
- Check your email for confirmation of the refund / credit / shipping of the exchange.
- Web orders returned to our retail stores outside of Web Team business hours, Monday through Friday 9am - 4pm CST, will be processed on the next business day.
How long does it take for returns to be processed?
Please allow up to 10-14 business days for returns to be processed.
Free Gift Wrapping
We offer free gift wrapping on web orders year round. This will exclude any oversized items such as luggage, kayaks, paddle boards, car top racks and coolers.
Please indicate in the notes section of your Shopping Cart if you would like your items gift wrapped.
No Risk Gift Purchases
Return Instructions
1) Include your packing slip with reason for the return
2) Select whether you want a refund, store credit, or exchange
3) Check your email for confirmation of the refund/credit/or shipping of the exchange.
Security / Confidentiality
Is my personal information kept secure when I place orders through the Backpacker website?
Yes! All transactions are processed over a secure connection. Customer’s personal details are kept confidential and are only used when processing and shipping orders. Your information will never be shared or sold.
Product Purchases
Do the products featured on the website directly relate in every way to the actual items being sold?
Not always.We do our best to provide accurate product information, however, there may be times that the photos that we have chosen to showcase each product may not match exactly to the item that you receive. Items that have higher chances of these occurrences will be noted in their product description.
If my purchase can not be fulfilled, will my order automatically be canceled?
No! If for some reason we are unable to fill your order, we will reach out to you about a substitution or refund for your order within 24 hours.
If I have a question about an item, is there a way to speak to someone without calling the store?
Yes! Our in-store team is ready to answer your questions via our Live Chat or email. If you have a question after regular business hours, someone from our web team will reach out to you on the next business day.
Is everything pictured available for online purchase?
No, products such as Vuori products, all Kayaks, and Paddle Boards are not available for purchase online and can not be shipped.
The Backpacker Price Match Guarantee
How does The Backpacker Price Match work?
All Backpacker products to be price matched must be currently in-stock and match the following criteria with competitor’s product:
- Model Year
- Exact Color
- Size
- Availability (Must be in-stock and available for immediate purchase)
- To match an online price, a website must be based in The United States
Can I still get The Price Match Guarantee if I’ve already completed my purchase?
Yes! If we can verify the product's price and availability, we will match the competitor's price for up to two weeks after your purchase!
What about sale items?
The Price Match Guarantee does extend to sale items as well.
Shipping
If I place my order on the weekend, when will it be processed?
Web orders are processed Monday through Friday 8am - 4pm cst. Whether you select in-store/curbside pickup or shipping to your desired address, orders are prepared and ready to go out within 2 hours during our regular business hours.
How will I know that my order is ready?
You will receive a confirmation email once your order is ready!
Please note that in-store and curbside pickup orders are not guaranteed in stock or ready until you receive a confirmation email to follow your initial order confirmation.
If I don’t live in the US, can I still place a web order for shipping?
No, web order can only be shipped within the contiguous United States. Any web orders from an IP address outside of the United States will not be processed.
Does The Backpacker ship to third party shipping companies?
No. We do not ship to third party shipping or freight companies.
Does The Backpacker offer Free Shipping?
Yes! We offer free UPS standard shipping on most orders over $20! Applicable orders over $20 will automatically be upgraded to UPS economy shipping.
Offer excludes oversized items such as kayaks, ice chests, car top racks, paddle board, Hobie products, cargo boxes, rolling luggage, hard sided ice chests, or any oversized/heavy items.
*Shipping dates are estimates set by UPS. Weather may change or delay delivery dates that were calculated at the time of checkout.
Does The Backpacker ship internationally?
We only ship to the continental USA. We do not ship to the following areas:
- Alaska
- Hawaii
- Puerto Rico
- Canada
- Guam
If I choose a faster shipping option for my online order, do I need to pay extra?
Yes, additional shipping charges are not included in our Free Shipping policy. Next Day, Two day, or Three Day Delivery shipping may be available at an additional charge.
Note: Large items such as katyaks, luggage, and coolers do not qualify for free shipping and is limited to in-store pickup only. Our stores are located in Baton Rouge and Lafayette, Louisiana.
Does The Backpacker ship kayaks or paddle boards?
No, we do not ship kayaks or paddle boards.
If you have any questions, contact us.
How does the free local delivery work?
We have contracted a 3rd party to help us deliver packages in the Baton Rouge area. We are looking to expand this service to our Lafayette and North Shore locations in the future but for now only the Baton Rouge Store has this service. In Baton Rouge we serve the following Zip Codes: 70801, 70802, 70803, 70805, 70806, 70808, 70809, 70810, 70812, 70814, 70815, 70816, 70819, 70820, 70836
If you live in one of the above zip codes and would like to utilize this service, please place an order as you normally would and when you add your shipping address be sure to choose local delivery as your shipment method. We will have it delivered to you on the same day, as long as you place the order between 9am and 3pm Mon-Fri. We do not offer this service on the weekends. If you have any special instructions for the delivery, please put them in the order notes section or call the store at 225-925-2667.