Order Change and Cancellation Policy
Stock and warehouse items are items that ship in 2-6 business days. Orders for these items can be canceled with a full refund issued, as long as the item has not been shipped. Once an item has shipped, the Return Policy applies.
Custom items can be canceled or changed, and you can receive a full refund if the request is received prior to the start of production. Production start times are variable, so you will need to contact our customer service department to determine the status of your order; they will be happy to assist you in this process. Any orders that have been started, may still be cancelled or changed, but are subject to a 20% fee to cover lost time and materials.
If you'd like to change your order, reach out to customer service, and we'll assist you.
Our return policy varies depending on the type of product you purchase. The below policies are for items you wish to return new and unused. We do not accept returns of used items. For details regarding warranty issues, see our Limited Lifetime Warranty.
Stock items and warehouse items ship in 2-6 business days, and can be returned for a full refund within 30 days of shipping. Items must be new and unused, with any included tags still attached. Any items with visible signs of use, or noticeable odors, will not be accepted. You must fill out the return form attached to your “Order History” on your profile page. All approved items must be shipped within 7 business days of receiving return approval. The customer is responsible for any shipping expenses involved. Refunds are given in the original method of payment.
Custom products can be returned within 30 days of shipping, and will be charged 20% of the item's original purchase price, as a restocking fee. Items must be new and unused, with any included tags still attached. Any items with visible signs of use, or noticeable odors, will not be accepted. You must fill out the return form attached to your “Order History” on your profile page. All approved items must be shipped within 7 business days of receiving return approval. The customer is responsible for any shipping expenses involved. Refunds are given in the original method of payment.
Items can be exchanged for a different item within 30 days of shipping. Items must be new and unused, with any included tags still attached. Any items with visible signs of use, or noticeable odors will not be accepted. You must fill out the return form attached to your “Order History” on your profile page. From there, select that you would like to receive an exchange for the returned item, rather than a full refund. All approved items must be shipped within 7 business days of receiving exchange approval. The customer is responsible for any shipping expenses involved.
If your exchange is time sensitive, please express this in the attached message with your exchange. We will be able to start building your product only after receiving verification via tracking number that the product is on its way back to us. Exchanged items will not be shipped to you until we receive and inspect the returned item. It is not guaranteed that products will be produced or delivered by specific timelines, but we will do our best to accommodate your situation.
For Exchanges where the new item costs more than the original item, you will be invoiced for the difference. For Exchanges where the new item costs less than the original item, you will be refunded the difference. For Exchanges where the new item is the same price, no action is needed. Refunds are given in the original method of payment.
*Please note that an exchange involving a custom item will still be subject to a 20% restocking fee.
Enlightened Equipment is driven by a passion for making ultralight outdoor gear that goes wherever you go. Our philosophy is to be smarter and lighter, focusing on quality and eliminating extra features so you carry only what you need. Since our gear uses incredibly lightweight materials, strength and durability may be reduced. It is up to you, the user, to determine if the items will serve their intended purposes for you. Take note that lightweight gear may not be able to stand up to the same use and abuse that heavier gear built with more durable materials can withstand. Enlightened Equipment warrants its products will be free from defects in materials and workmanship to the original owner for three years from the time of Purchase.
We will repair or replace, at our discretion, any damaged product covered by our warranty, free of charge. If we determine the warrantied item is irreparable, we will replace it with the same, or similar, item at our discretion. If we cannot repair or replace the warrantied item, we will issue you a refund for the original purchase price.
Our warranty does not cover damage caused by normal wear and tear, accident, lost or stolen items, improper care or cleaning, non-standard usage, negligence, or aftermarket modifications.
Materials and components wear out, deteriorate and fade over time, depending on the product’s exposure to the elements and how the product is used and cared for. Our warranty does not cover products that fail or are damaged due to wear and tear. Ultralight products are made from less durable materials in order to achieve noticeable reductions in weight. This does not imply that our gear needs to be treated delicately. It does mean that it needs to be treated with thoughtful intent. Be aware of the zippers in your tent, and be conscious of the things around you that may damage your gear, eg. dogs, fire, sharp objects, and so on.
All Warehouse items are covered by our warranty, excluding any specific issues mentioned on the product page. Warehouse items are sold in like new condition.
For professional repairs, we have arranged discounts with a third-party company based out of Bend, Oregon called Rugged Thread.
You can request a quote from them here:
Items sent in for repair must be reasonably clean. If we determine that an item is too dirty to handle or repair, we will send it back.
By default, all domestic orders are shipped USPS Priority or USPS First Class. Once shipped, orders are typically delivered in 2-3 business days. Orders shipping to Alaska and Hawaii could take up to 4-5 business days.
If you'd prefer to use a different mail delivery service (UPS/FedEx/DHL), please place your order and then contact customer service for a quote. Please note that additional costs could be associated with alternative delivery services. Please note that alternative delivery services may not always be an available option.
***Due to the ongoing effects of Covid-19 on mail delivery, please be aware that some customers are experiencing longer delivery times than normal.
We ship internationally! At checkout international customers will have the option between using DHL or Fedex. If you'd prefer an alternative delivery service (USPS or UPS) please reach out to customer service for options. Please note that alternative delivery services may not always be an available option. Once shipped, international deliveries typically take between 1-2 weeks.
Please note that customers are responsible for covering all taxes and fees associated with international delivery, the UK is excluded from this and will pay VAT tax and Duty at the time of purchase. For estimates on taxes and fees, click HERE to access a helpful import duty calculator. Please note that we are unable to deliver to Malaysia, Morocco, Indonesia, Belarus, and The Russian Federation.
Canadian Customers can estimate Duty and Taxes due upon receipt through the Canada Border Service Agency.
For a list of International Dealers, you can check out our Dealer page HERE.
*Please be aware that we may change the shipping provider to an alternate due to differences in cost. If you need an specific shipping provider please add a note to your order, and contact customer service. There may be additional costs with this option.
***Due to the ongoing effects of Covid-19 on mail delivery, please be aware that some customers are experiencing longer delivery times than normal. Please note that some countries are also imposing slightly higher than usual import fees.
While we are unable to rush the completion of an order, once finished, we do have the ability to expedite its delivery. In order to do so, please contact customer service for available shipping options and delivery timeframes. Expedited shipping will mean additional shipping costs. Expedited shipping may not always be an available option depending on time of day.
By purchasing Insured Shipping at checkout, you are adding an additional layer of protection to your order. If by bad luck (lost package) or malice (stolen package) your Enlightened Equipment product(s) are not delivered, we will launch an investigation in order to replace those items.
Investigations typically take between 3-5 business days to complete, and if our investigation concludes that the package was in fact lost in transit or stolen upon delivery, we'll replace your item(s) within 3-5 business days of completing the investigation.
To file an Insured Shipping claim on a potentially lost or stolen item, please contact customer service with your name, order number, and concern. Upon receiving your request, a customer service representative will follow up within 1 business day with next steps, additional needed information, and a timeline for processing your claim.
Insured shipping only available for domestic shipments
As of May 9th, 2022, it is required upon checkout that all EE customers create an account. This is vital information to assure we can provide quick and accurate returns and exchanges, and is not used to track or sell any provided information. Your information will not be sold to any third party, and you will only be subscribed to email newsletters if the customer selects the option at checkout. No financial information is ever stored on our servers.
If you have any questions about the privacy of your information, or your associated account with Enlightened Equipment, contact Customer Support.