Welcome to our website. To protect your legal rights and standardize the return and refund process, we have established the following refund and return terms. Placing an order indicates that you have read and agreed to these terms.

  1. Scope of Application

This refund and return policy applies to all orders for outdoor products sold on this website (US domestic shipping only). Different products may have special return restrictions; please refer to the product page for details.

  1. Eligible Returns/Refunds

Customers may apply for a return or refund if the following conditions are met:

The received item has a quality problem or is damaged.
Incorrect item sent or item does not match the order.
The item is unused and in its original packaging.
Submit the application within the specified return period (usually 7–14 days after receipt).

  1. Non-Refundable Items

Returns or refunds may not be supported in the following situations:

The item has been used or is damaged by the customer.
The return application period has expired.
The item is returned for personal reasons (e.g., dislike, mistaken purchase) and has no quality problem.
Special offer, clearance sale, or items marked “non-returnable”.
Customized or special order items.

  1. Return Process

To return an item, please follow these steps:

Contact Customer Service to request a Return Authorization (RMA).
Await review and receive return confirmation information.
Send the item back to the designated return address as required.
We will process the refund after receiving and inspecting the item.

  1. Return Address

Please send eligible items to the following address:

962 Santa Ana Drive, Santa Rosa, CA 95404

⚠️ Note: Unauthorized returns may not be eligible for refunds.

  1. Refund Processing Time
    After the returned item is approved, the refund will be processed within 5–10 business days.
    The refund will be returned to your original payment account.
    The arrival time may vary depending on the bank or payment platform.
  2. Logistics Partnership Information

To ensure return and delivery services, we partner with the following logistics companies (including but not limited to):

UPS (United States Parcel Service)

FedEx
USPS (United States Postal Service)

We recommend using trackable shipping methods for returns. Customers are responsible for return shipping costs unless the return is due to incorrect shipment or product quality issues.

  1. Damage and Shipping Issues

If the goods are damaged during transportation, please contact customer service within 48 hours of signing for the package and provide photos or video evidence so that we can process your request as soon as possible.

  1. Contact Us

For refunds or returns, please contact us:

Customer Service Email: william@totares.com

Thank you for choosing our outdoor gear platform. We will continue to provide you with reliable products and services.