At Robens Sales Store, we’re as committed to your satisfaction as you are to your outdoor adventures. Whether you’re gearing up for a backcountry trek or a weekend car camping trip, we want your experience with our gear to be as reliable as our products are in the field.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to get your outdoor gear to you:

  • Standard Shipping ($12.95) – via DHL or FedEx
    • Delivery within 10-15 business days after shipment
    • Includes tracking and insurance
    • Recommended for time-sensitive orders
  • Free Shipping – via EMS (for orders over $50)
    • Delivery within 15-25 business days after shipment
    • Includes basic tracking
    • Great for non-urgent orders

International Customers Note: We ship worldwide (excluding some Asian and remote regions). Delivery times may vary based on customs processing in your country. Customers are responsible for any customs fees or import duties.

Returns & Exchanges

We accept returns of most items within 15 days of delivery. Our hassle-free process ensures you can shop with confidence for your next outdoor adventure.

Return Eligibility

To qualify for a return or exchange:

  • Item must be unused and in original condition
  • Original packaging and all tags/accessories must be included
  • Proof of purchase is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Health & Safety products (personal protective equipment, first aid items)
  • Cookware & Dinnerware that has been used
  • Any items showing signs of use or assembly

How to Return an Item

Step 1: Contact Our Team
Email us at [email protected] with:

  • Subject: “Return/Exchange Request – Order #[Your Order Number]”
  • Your order number
  • Product name
  • Reason for return/exchange
  • Preferred resolution (refund or exchange details)

Step 2: Wait for Approval
Our outdoor gear experts will review your request within 1-2 business days and send:

  • Return authorization (if approved)
  • Return shipping address
  • Any special instructions

Step 3: Ship Your Return
Once approved:

  • Package item securely (original packaging preferred)
  • Ship to provided address
  • We recommend using a trackable shipping service
  • Insure package for full value
  • Keep your shipping receipt

Step 4: Processing Your Return
After we receive and inspect your return:

  • We’ll email you about your refund/exchange status
  • Refunds processed within 5-10 business days
  • Exchanges shipped upon return receipt

Refund Information

  • Refunds issued to original payment method
  • Original shipping fees non-refundable (except for defective items)
  • Return shipping costs are customer’s responsibility unless due to our error
  • International refunds issued in USD (may be subject to exchange rate fluctuations)

Damaged or Defective Items

If your gear arrives damaged:

  • Contact us immediately at [email protected]
  • Include photos of the damage
  • We’ll arrange replacement/refund and cover all shipping costs

Pro Tip: Consider testing new gear at home before your trip to ensure it meets your needs while keeping it in returnable condition.

Need Help?

Our customer service team is as dependable as our camping chairs. Contact us at:

  • Email: [email protected]
  • Mail: Robens Sales Store, 3500 Layman Court, EAST MILLINOCKET, US 04430

We appreciate your trust in Robens Sales Store for your outdoor adventures. Our policies reflect our commitment to quality and your satisfaction – just like our carefully crafted camping gear.

Happy trails,
The Robens Sales Store Team