Frequently Asked Questions
We're here to answer your questions!
See our FAQs below for information regarding orders, returns, shipping, warranty, gear repairs & more.
Looking for answers to questions regarding EXPED gear?
Orders & Returns
Orders
Will I receive an order confirmation once my order has been placed?
Yes, our website will email you a confirmation of the order. Be sure to check Junk or Spam folders if you do not see your confirmation within 10 minutes of placing your order.
How long until my order ships?
Our warehouse is open Monday through Friday. Your order will be shipped within 2 business days from the time it was placed.
Do you combine orders?
Unfortunately, we cannot combine orders.
If you've placed multiple orders and would like to combine them into one, you will need to reach out to Customer Service to cancel your orders and place a new one.
How do I modify or cancel my order?
To cancel an order, please contact our Customer Service Team, Monday through Friday, 8am to 4pm Pacific Time.
Email: questions@expedusa.com
Phone: 866-326-4586 (toll-free) or 206-900-7583
I forgot to apply a discount code at checkout. Can you apply the discount for me?
Unfortunately, we are not able to retroactively apply discounts after an order has been placed.
If you would like to use your discount code, please reach out to Customer Service to cancel your order and place a new one.
If your order has already shipped, our Customer Service Team will advise you on your options.
Do you offer split payments?
We are only able to accept one payment method at checkout.
If you are paying with a Visa or Mastercard gift card, please ensure that there is a sufficient balance on the gift card to cover your entire order.
I got a "Your payment method could not be processed" error at checkout. What does this mean?
This payment processing error typically occurs when your billing information (such as your street address or zip code) don't match what your bank has on file for that particular payment method.
Please double check with your bank to ensure that all of your billing information is up to date.
If you are still unable to submit your order after verifying your information, please reach out to Customer Service for assistance.
An item I recently bought just went on sale. Do you do price matching?
Don't you just hate it when you buy something, and a couple days later it goes on sale? Yea, we do too.
That's why we're offering digital gift cards for the price difference on orders made up to 14 days prior to the item going on sale.
Send an email to questions@expedusa.com with your name and original order number and we'll get you squared away so you can get out and enjoy your new gear.
Orders & Returns
Shipping
How do I track my shipment?
Once your order has shipped from our warehouse, tracking information will be emailed to you.
Where do you ship to?
Shipping is available to customers in the United States (including Alaska and Hawaii) and U.S. territories only. We do not offer international shipping.
International customers may visit www.exped.com and navigate to the footer to find a local EXPED dealer or contact our Zurich headquarters to inquire about EXPED gear in your country.
What are my options for shipping service?
UPS Ground: Orders will ship within 2 business days and arrive to you within 8-10 days of placing your order.
UPS 2-Day: Orders will ship within 2 business days and arrive to you within 4-6 days of placing your order. Shipments to AK and HI may see increased delivery times.
UPS Next Day Air: Orders will ship within 2 business days and arrive to you within 2-3 days of placing your order. Shipments to AK and HI may see increased delivery times.
Priority Mail USPS: Orders shipping to PO/APO/AEO Boxes will be shipped via USPS Priority mail and arrive to you within 8-10 days of placing your order. Shipments to APO and AEO may see increased delivery times.
How much will I pay for shipping?
Flat rate shipping depends on your order total. Shipping rates range from $10 for UPS Ground to $75 for UPS Next Day Air.
Click here to view our complete shipping rate chart.
Where do orders ship from?
All orders ship from our facilities in Tacoma, WA.
Note for local customers: Orders shipping via UPS Ground to Washington & Oregon usually arrive within 1-2 business days from the time your order ships. While this is not always a guarantee, we find that more often than not paying extra for expedited shipping isn't necessary for orders shipping to these states.
What are your shipping holidays?
We will not be processing orders on the following 2024 holidays:
- New Year's Day (Jan. 1)
- MLK Day (Jan. 15)
- President's Day (Feb. 19)
- Memorial Day (May 27)
- Juneteenth (Jun. 19)
- Independence Day (Jul. 4)
- Labor Day (Sep. 2)
- Indigenous People's Day (Oct. 14)
- Thanksgiving Weekend (Nov. 28 & 29)
- Christmas/New Year's Break (Dec. 25 - Jan. 1, 2025)
Can I utilize a freight forwarding service?
EXPED does not ship to freight forwarders and reserves the right to cancel orders addressed to a freight forwarding or re-shipping service.
Orders & Returns
Returns & Exchanges
What is EXPED's return policy?
Items purchased from EXPEDUSA.com can be returned or exchanged within 60 days from the date you received the order. All products returned for refund must be new, unused, and include all packaging for a full refund.
Products returned for refund which do not meet our return standards may be denied or only receive a partial refund.
What items are eligible for return or exchange?
Only products purchased through EXPEDUSA.com will be eligible for a refund. Products purchased outside of EXPEDUSA.com should be returned to the retailer that the item was originally purchased from.
All used gear, closeout items, and items ordered as part of EXPED's Pro Purchase Program are final sale and not eligible for return or exchange.
How do I start a return?
To start the return process, please contact our Customer Service Team at 866-326-4586 or service@expedusa.com for a Return Authorization Number (RA#).
All return requests must include proof of purchase and original order number.
Once you have been issued a Return Authorization Number, the product may be returned to us.
If you would like to start a claim for warranty or repair service, please see the Repairs & Replacements FAQ section for instructions.
Does EXPED cover return shipping?
Customers are responsible for the cost of shipping return items to ExpedUSA.com.
We recommend using a carrier that offers insurance, as EXPEDUSA.com is not responsible for lost or damaged packages.
How will I receive my refund?
Your refund will be issued to the original method of payment.
How long will it take to receive my refund?
Once your return is received by us, refunds generally post to accounts 48-72 hours from the time we refund your transaction.
Please note some banks may take longer to post transactions.
How do I exchange an item for a different one?
If you would like to exchange your product for a different one, we recommend returning your new, unused product for a full refund and placing a new order.
Warranty & repairs
Warranty
What is the warranty for EXPED products?
EXPED products carry a 5-year warranty for defects in materials and workmanship for products purchased directly through EXPED or an authorized retailer.
At our discretion, EXPED will repair or replace any part that fails due to a manufacturing defect. Failures due to normal wear, negligence, and acts of nature can usually be repaired for a nominal charge.
REI Garage Sale products and used gear are not eligible for warranty replacement.
Are backpack seams covered by warranty?
Manufacturing defects of seams are covered by our 5-year limited warranty.
Seams damaged through use do not fall under warranty but can be repaired through our in-house repair shop.
The zipper of my backpack malfunctioned. Is this covered by warranty?
Zipper failure does not fall under warranty, especially if improperly used or not maintained regularly.
Zippers should be kept clean.
In most cases we can repair or replace damaged zippers at our repair shop for a fee.
Is used gear covered under EXPED's warranty?
Used gear and showroom samples will not be covered by EXPED's traditional warranty policy servicing new gear, however, it is important to us that you love the gear you use and use the gear you love – for as long as possible!
Should your gear need a little attention, repair and maintenance services are always available through our world-class repair shop in Tacoma, WA for a fee. Send any inquiries to service@expedusa.com and let us help keep your gear adventure-ready for years to come.
Warranty & repairs
Repairs & Replacements
How do I file a warranty or repair claim?
For customers in the United States:
Our goal is to keep gear out of the landfill by doing repairs whenever possible. Should you need repair or warranty assistance with your EXPED gear please contact us for a return authorization number.
To start this process, please complete a Warranty & Repair Service Request form. A member of our Customer Service team will reach out to you with next steps.
For customers outside the United States:
Please visit the Contact page of our global website, select "Warranty / Repairs" from the contact form dropdown menu, and fill out the requested fields. A member of our global Customer Service team will reach out to you with next steps.
What if I need a replacement part for my EXPED product?
The process for requesting a replacement part is similar to filing a warranty or repair claim.
For customers in the USA, please send us your information with the Warranty & Repair Service Request form.
Please describe what part you need in the “Description of Issue” box. Whenever possible, please specify the size, name, and color of your product, as this may be necessary to know in order to send the correct part(s).
I bought an Exped mat second-hand and it doesn’t hold air. What should I do?
Although used gear (purchased second-hand) is not covered under warranty, we will gladly repair any EXPED product we think is salvageable in order to keep our gear out of the landfill for as long as possible.
For customers in the USA, please send us your information by filling our Warranty and Repair Service Request form below to get started with the repair process.
My sleeping mat got a puncture. What products can I use to repair it?
We include textile glue in our repair kits that is designed for field use because of its short dry time. Simply follow the instructions in the repair kit that came with your mat or watch our helpful repair video below. For even faster, more permanent repairs we recommend the EXPED Mat Field Repair Kit.
Do not use rubber cement, duct tape, or plumber’s tape to try to repair punctures, tears, or valves.
For more extensive repairs, visit our Warranty & Repairs page for information on how to submit a repair request.
REPAIR VIDEOS:
Miscellaneous
General Questions
Where is EXPED based out of?
Our USA office is based out of Tacoma, WA in the beautiful Puget Sound region.
Our global headquarters (or "mothership," if you will) is based in Zurich, Switzerland, surrounded by the stunning Swiss Alps.
Our teams are incredibly lucky to have such wonderful outdoor spaces as our bases of operations.
Does EXPED sell gear on Amazon?
Yes! EXPED partners with Ridgeline Insights to offer our gear on Amazon.
If you are a customer in the United States, Ridgeline Insights is the only official seller of EXPED products on Amazon at this time. We cannot vouch for the quality or authenticity of products sold by other 3rd-party sellers.
If you wish to make a return or exchange, please return your item to Amazon directly.
I found a product I want on Exped.com but I don’t see it listed on ExpedUSA.com. Where can I purchase it in the U.S.?
Exped.com is our global site and displays all the gear that is offered in the global product assortment. Not every item listed is available in all countries, and only the products listed on EXPEDUSA.com are available in the United States.
I love your gear. Who do I contact concerning potential collaborations / donations / sponsorships?
For those located in the U.S., feel free to email our marketing department at marketing@expedusa.com. If you or your organization may be a good fit for EXPED and our own goals & initiatives, a member of our team will reach out to you.
Please understand that we cannot respond to everyone who contacts us about sponsorships, donations, and collaborations. EXPED is a small organization, and we simply don't have the resources to support all the expeditions and individuals who contact us each week.
It’s been several days since I submitted my pro application. How do I know if I’ve been approved?
Occasionally our “welcome” emails get blocked by email servers or get re-directed out of your main inbox. We recommend adding EXPED (service@expedusa.com) to your list of email contacts to ensure you receive emails from us in the future.
Once your application has been approved, you can log into your EXPED customer account any time to begin shopping with your pro discount.
Feel free to reach out to prosales@expedusa.com if you need assistance.
Miscellaneous
Used Gear
How long until my used gear order ships?
Used gear orders are hand packed and shipped from our office in Tacoma, WA. While we make every effort to ship your order as soon as possible, please allow up to 3-5 business days from the time your order is placed for your item(s) to be sent out. Transit times and rates are the same as with new gear.
Orders that contain a mix of both used and new items will be split into two separate shipments.
Can I return used gear?
All sales of used gear and showroom samples are final.
Is used gear covered under EXPED's warranty?
Used gear and showroom samples will not be covered by EXPED's traditional warranty policy servicing new gear, however, it is important to us that you love the gear you use and use the gear you love – for as long as possible!
Should your gear need a little attention, repair and maintenance services are always available through our world-class repair shop in Tacoma, WA for a fee. Send any inquiries to service@expedusa.com and let us help keep your gear adventure-ready for years to come.
What's the difference between "used gear" and "factory seconds"?
The term "used gear" encompasses anything that is not a brand new, untouched item. This includes showroom samples, customer returns, items that have been repaired in our shop & more. Some of these items may still be in new-with-tags condition, but rather than restock it at our distribution center, we pass it on to you at a great discount!
Any item that is not a final production version, such as pre-production samples from our partner factories, may also be listed as used gear.
The term "factory seconds" describes gear that is in brand new, never-been-used condition but has failed our quality control standards in some way. This includes, but is not limited to, below-standard seam stitching or materials, packaging & product misprints, zipper misalignment & more. Rather than send these items to the landfill, we try and rehome them for an incredibly low cost.
Still have questions?
We're here to help! Our Customer Service Team can be reached Monday through Friday, 8am to 4pm Pacific Time. We are closed most major holidays.
Simply submit your inquiry via the contact form below, or reach out to us via phone at 866-326-4586 (toll-free) or 206-900-7583.
Contact us
*You can also submit an email to us directly at service@expedusa.com.