We believe outdoor gear needs to be tested—just not on concrete. If your order doesn’t feel right indoors, send it back. Our return process is designed to be completely frictionless, so you can shop with total confidence.
30-Day Return Window
You have 30 calendar days from the date the carrier marks your order as delivered to initiate a return. For example, a package delivered on June 1 can be returned through July 1. The same window applies to gifts, provided the return is accompanied by the original order information.
Eligibility Requirements
Returned items must arrive at our facility in the following condition:
- Unused, unwashed, and free of odor, stains, pet hair, or damage not present at delivery.
- All original tags, labels, safety wraps, and product inserts intact and attached.
- Original packaging (shoeboxes, branded bags, hangtags) included and undamaged. If you are returning footwear, please pack the shoe box inside a shipping carton—do not tape labels directly to the product box.
If a return arrives outside these standards, we reserve the right to apply a partial refund or decline the return. In either case, we will email you with photos and a clear explanation before any action is taken.
Non‑Returnable Items
For health and hygiene reasons, we cannot accept returns on:
- Used water bottles or hydration bladders
- Undergarments, socks that have been opened
- Gift cards and e‑gift cards
- Items clearly marked “Final Sale” on the product page and at checkout
Final Sale items are not eligible for return, refund, or exchange under any circumstances other than a verified manufacturing defect.
How to Start a Return
Email info@cotoopoaxi.sbs with the subject line “Return – Order #[number]”. Please include:
- Your full name and order number
- The name(s) of the item(s) you wish to return
- A brief reason (size too big, changed mind, item not as expected, defect, etc.)
Our support team replies within 24 business hours with a prepaid, trackable return shipping label (USPS or UPS) and clear packing instructions. No printed return form? No problem—just write your order number on a piece of paper and place it inside the box.
Return Shipping & Restocking
Returns are completely free—no return shipping charges, and we never impose restocking or handling fees. This applies whether you’re returning for a size swap, a change of heart, or because an item arrived damaged. We provide the label; you just drop the package at the appropriate carrier location or schedule a pickup where available.
Return Address
All returns must be shipped to our facility:
Cotoopoaxi Returns
1068 Appalachian Dr
Moore, SC 29369
United States
Please do not send returns to any other address without authorization. Returns sent to an alternate location may experience significant delays and could be rejected.
Refund Timeline & Method
The moment your returned parcel is scanned by the carrier, our team is alerted. Once it physically arrives at our Moore, SC facility, inspection typically occurs within one business day. Approved refunds are processed within 1–2 business days of inspection. Refunds are issued exclusively to the original payment method used during purchase. After we submit the refund, your bank or card issuer may take 7–10 additional business days to display the credit on your statement. If you haven’t seen the refund after 10 business days, contact us so we can provide a transaction reference number for your bank.
Exchanging an Item
We handle exchanges through our standard return‑and‑reorder process. This ensures you receive exactly the right size, color, or product without waiting for a cross‑shipment. To make the switch seamless:
- Initiate a return for the item you don’t want.
- Place a new order for the correct item.
- If you need the replacement urgently, our team can help you place the new order over the phone while your return is in transit.
This method gives you the fastest access to the right gear and prevents inventory sell‑outs.
Defective, Damaged, or Incorrect Items
If your item arrives with a manufacturing defect, shipping damage, or is simply the wrong product, we make it right immediately. Email us at info@cotoopoaxi.sbs within 7 days of delivery. Attach 2–3 clear photos showing the issue and the packaging. We will send a prepaid return label and ship a replacement (if in stock) or issue a full refund. We also offer a $10 store credit as a small apology for the inconvenience.
Holiday Extended Returns
Orders placed between November 15 and December 25 are eligible for return through January 31 of the following year. All other return conditions remain the same, but you have extra time to exchange holiday gifts.
For any return-related questions, we’re here: info@cotoopoaxi.sbs or +1 908-422-1464.