Frequently Asked Questions

Returns & Exchanges

Do you offer exchanges?
Yes, we offer exchanges for items that are in new and unused condition. For size exchanges, please pack the item back in its original packaging and mail it to the address below. Include your original invoice or a note with your name, email, order number, and the size/color of the item you’d like in exchange. We will cover the cost of shipping the item back to you. Our address is

Coalatree
352 Denver Street

Suite 102
Salt Lake City, UT 84111

Please only mail to the address above and do not use the return address on the original shipment.

What is your return policy?
We accept returns for items in new and unused condition and in their original packaging within 30 days. Please email us at customerservice@coalatree.com to pre-authorize your return before sending it back. We can only refund the cost of the items and not the cost of shipping. Unauthorized returns may be subject to restocking fees or may not be refunded.

How long will it take to process my return or exchange?
We do our best to process all returns and exchanges in a timely manner. Usually this takes up to one week after we receive the item in our office, but during busy seasons like our crowdfunding periods or after the holidays it can take a bit longer.

How do I return or exchange a gift?
If the item is in new condition and unused with original packaging and tags, we can return or exchange it. Email us at customerservice@coalatree.com with the name of the person who gave you the gift and we’ll look up the original order.

How do I know if you’ve received my return or exchange?
We do not provide confirmation that your shipment has been received. We will notify you once the return or exchange has been processed, either through a refund confirmation or with the tracking number of your new package.

If you would like a confirmation we’ve received your package, you can set this up with the shipper when you send the item(s) back to us. We do recommend this as we are not responsible for packages that are lost in shipment.

I’m in Salt Lake City. Can I come by to return or exchange my item?
Definitely! Just email us a heads up so we can be sure we’re here when you arrive.

Can I exchange my item if I am an international customer?
You can! But we understand that with shipping and customs fees it may not be cost-effective, so we’re happy to work with you on this and offer some alternatives. Email customerservice@coalatree.com and we’ll figure something out.

I got this as part of your crowdfunding campaign. Do the same policies apply?
Our Kickstarter and Indiegogo campaigns are run a little differently. Check the FAQ on the respective campaign page for all the info.

Orders

Where’s my order?
You can check our order status from our website. Log in to your account and navigate to the orders page. To track the package, use the link emailed to you after your order shipped.

Can I cancel or make changes to my order?
For any changes or cancellations, time is of the essence! We can only make changes to your order before it has shipped from our warehouse, and we often ship orders the same day they are placed. If you need to make changes email customerservice@coalatree.com as soon as you can and we’ll do our best to help.

Where do I apply a promo code?
Once you confirm all items in your cart, there is a box for a discount or promo code on the same page as you enter your customer information. This is on the second page of the checkout process. If there is a free gift automatically added to your cart, you can only use a promo code by refusing the free gift. To do this, check the box that says “I prefer to use a promo code instead of receiving a free gift” on the first page of the checkout process.

Can I expedite my order?
Customers in the United States can pay an additional charge for priority shipping. Currently, we do not offer an option for expedited international shipping.

Shipping

What are your shipping rates?
Domestic: Please note that these rates are for business days. For Alaska and Hawaii, add two business days to the estimated shipping time.

Package Weight

Standard (5-7 days)

Priority (2-3 days)

0.0 to 3.0 pounds

$4.95

$9.95

3.0 to 6.0 pounds

$9.95

$14.95

6.0 to 9.0 pounds

$14.95

$19.95

9.0 to 12.0 pounds

$24.95

$34.95

 

International: Please note that these rates are for the shipping cost only and do not include any customs duties, fees, or taxes. (Continue reading our FAQ for more information on that.) Currently, we do not offer expedited shipping for international orders.

Package Weight

International Standard

0.0 to 3.0 pounds

$14.95

3.0 to 5.0 pounds

$19.95

5.0 to 7.0 pounds

$24.95

7.0 to 9.0 pounds

$29.95

9.0 to 12.0 pounds

$34.95

 

How long will it take for my order to arrive?
Orders in the United States will usually take between five and seven business days once the items ship, and priority shipping will take two to three. For Alaska and Hawaii, please allow an additional two to three days for your shipment to arrive.

International orders will most often take about two or three weeks to arrive, but shipping to some countries can take longer, especially if the package is held up in customs. Once the items ship from our warehouse we cannot do anything to locate or expedite the package, and anything that happens in customs is beyond our control.

We try to ship all items out within two business days of placing the order. Often orders are shipped the same day.

Where do you ship from?
All domestic and international orders are shipped from our warehouse in Salt Lake City, UT.

What countries do you ship to?
Currently we ship to all but the following countries: Afghanistan, Algeria, Angola, Azerbaijan, Bahrain, Bangladesh, Benin, Bhutan, Botswana, Republic of Cameroon, Cape Verde, Comoros, Congo, The Democratic Republic of the Congo, Côte d'Ivoire, Ethiopia, Equatorial Guinea, Gabon, Gambia, Ghana, India, Indonesia, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Lesotho, Namibia, Niger, Nigeria, Rwanda, Sao Tome And Principe, Senegal, Seychelles, South Sudan, Sudan, Swaziland, United Republic of Tanzania, Tunisia, Uganda, Zambia, Zimbabwe, Burkina Faso, Burundi, Central African Republic, Chad, Djibouti, Eritrea, Guinea, Guinea Bissau, Libya, Mali, Mauritania, Saint Helena, Sierra Leone, Somalia, Togo, Western Sahara

I’m an international customer. Do I need to pay customs fees?
It depends. Depending on a number of factors customs may or may not impose a fee on your shipment, and those fees are entirely the responsibility of the recipient. If a fee is imposed the amount will typically depend on the declared value of your package. We cannot, under any circumstances, alter the declared value on your package.

Miscellaneous

What’s your product warranty?
We guarantee our products free of defects in materials or workmanship for the reasonable lifetime of the product. Our warranty does not cover defects due to normal wear and tear, misuse, neglect, or improper care. If any item fails due to a defect in materials or workmanship, we will work with you to find a repair solution or replace it.

Do you repair items?
Currently we don’t have the capacity to repair your items, but we encourage you to seek local tailors and gearheads to help you out! Getting your items repaired is by far the most eco-friendly option and is much better than throwing out an otherwise useable item because of a small tear or broken zipper.

Can I get free stickers?
Absolutely! Either send us a self-addressed stamped envelope or shoot us an email and we’ll hook you up!

Do you offer group sales or private label products?
We do. Email brandon@coalatree.com and we’ll talk. Stay tuned for more information on this!

Do you offer wholesale pricing?
We offer wholesale deals on a case-by-case basis. Email brandon@coalatree.com and we’ll review the request.

Where are your items made?
All of our products are designed in Salt Lake City, Utah, and produced at various locations around the world. Some items are produced locally and some are produced overseas. Over the years we’ve strived to develop lasting relationships with ethical and eco-friendly factories, and all manufacturing facilities that produce our goods overseas are bluesign® certified. This means that the manufacturing process is environmentally sound and that conventional harsh chemicals are not used. Read more about our environmental commitment here

You should donate blankets to the homeless!
We do! Blanket donation in our home of Salt Lake City is one of our primary Give Back initiatives. Read more about that here!

I’m an industry professional. Do you offer any deals?
Email customerservice@coalatree.com from your work email and let us know what you do. We’ll see if we can work something out!

I’m a photographer/adventurer/traveler/awesome person and am looking for sponsorship! Want to send me free things?
We love that you’re out there doing awesome stuff! But sadly we can’t help out everyone that asks. Right now we’re set with an amazing team of ambassadors that help us out with photography and promos.

Don’t see the answer to your question here? Shoot us an email at customerservice@coalatree.com and let us know your issue. We’ll do our best to respond promptly and get it resolved!