FAQ

General

What is Snow Peak?

Snow Peak creates restorative experiences in nature through its Japanese-designed outdoor gear and apparel.

Where is Snow Peak based?

Snow Peak was founded in Niigata, Japan, and it remains the home of Snow Peak’s global headquarters. You can learn more about our origins and heritage here. e have two US retail stores: our USA flagship in Portland, Oregon, and a location in Brooklyn, NY. Learn more about our retail locations here.

Order Status

Why has my tracking not updated?

Please allow up to 48 hours for the carrier to register the shipping status. If you are still not seeing any updates after that time, or your tracking number is not updating at all, please contact our Customer Experience Team.

Am I able to edit or alter my pending order?

We are unable to edit an order after it has been placed. We aim to get your order to you as quickly as possible. Orders begin processing as soon as they are placed. We can cancel orders upon request if they have not begun shipping.

How can I cancel my order?

We aim to get your order to you as quickly as possible. Orders begin processing as soon as they are placed. We can cancel orders upon request if they have not been processed and prepared for shipment.

Why was my order canceled right away?

If you have any questions regarding a canceled order, please contact our Customer Experience Team.

My tracking shows “delivered” but I have not received my parcel. Can Snow Peak assist?

We apologize on behalf of the shipping provider for any potential delivery issues. Please contact our Customer Experience Team for additional assistance.

How can I upgrade my shipping option?

We are unable to upgrade shipping options on an order once it has been placed. We can cancel orders upon request, and the order can be placed again with an upgraded shipping option.

Does Snow Peak cover taxes and duties on international orders?

Your country may require you to pay import fees, customs, duties, and value-added taxes (VAT), etc., which are not included in the shipping cost listed on our website. These charges are the sole responsibility of the customer and are non-refundable. Please be aware that you may need to work with your local post office to pay customs and duties before they release your shipment to you. If you fail to pay applicable duties, taxes, and fees, the package will be abandoned, and Snow Peak will not refund the abandoned order, including shipping charges and fees. Please note that orders outside the USA and Canada are ineligible for returns or exchanges.

Can orders requiring LTL shipping be shipped outside of North America?

No, unfortunately, orders requiring Less Than Truckload (LTL) shipping cannot be shipped outside of North America at this time.

Returns

How can I begin the return or exchange process?

Purchases made directly from snowpeak may be returned through our online return portal. Please visit our Returns and Repairs page for more information. Items purchased from our retail stores must be returned to that same store location with proof of purchase. Items purchased through Snow Peak dealer partners must be returned to the original place of purchase.

How can I see if Snow Peak has received my returned item?

Please keep a record of the tracking information on your return label as that will provide the most up-to-date information on your return shipment.

I am having issues with my provided return label. Can Snow Peak assist me with this?

Yes, we would love to help. Please contact our Customer Experience Team for assistance.

Does Snow Peak allow for international returns or exchanges?

Snow Peak USA does not accept returns for orders shipped internationally.

I am past the 30-day policy window. Can Snow Peak still accept my return?

We cannot take returns outside of the policy window.

I have a Snow Peak item that was gifted to me. Can I return or exchange it?

We can take returns or exchanges on gifts as long as we can locate the original order and it is within the 30-day return window.

Please contact our Customer Experience Team for assistance in returning or exchanging a gifted item from the Snow Peak USA website.

Warranty & Repair

How can I submit a warranty claim?

Please review our Warranty page for all information on eligibility and submission instructions.

Can I receive an update on my warranty claim?

If you need an update on your warranty claim, please contact our Customer Experience Team and include your RMA number for reference.