Returns & Refunds

Gorilla Paks™ wants you to be completely satisfied with every item that you purchase from us and are committed to your satisfaction. If you are not happy with your purchase we will gladly provide you with a refund under the following conditions:

General Returns

You may return most new, unopened items within 7 days of delivery for a full refund of product cost (minus shipping).  Because the nature of our items can sometimes take a little bit to process, we always start return eligibility from the date of delivery. If the error is due to Gorilla Paks™ we will likely cover the cost of the return shipping.

Merchandise must be in unused condition, with all parts that came with the order and original packaging for a full refund.    

Before a return is sent, the customer must have written approval of said return from Gorilla Paks™. If a customer sends a return without the written consent of Gorilla Paks™ a refund will not be issued and the customer will have to pay shipping to get the item returned, or, sacrifice the item.

Approved returns have their choice of store credit, exchange, or refund, subject to written approval. 

Please note return processing can take on average anywhere from 10-30 days upon delivery back to us. Most times return refunds are processed way faster than that. 

Items that have been physically damaged, or show signs of use and ware may be subject to a 25% restocking fee. 

Refunds are issued to the original form of payment. If we cannot issue a refund to the original form of payment, we can gladly offer store credit or an exchange. 

Misused or improperly cared for items (such as being left out in the elements, or signs of abuse) are not eligible for a refund. 

Refused Items: If it's the fault of Gorilla Paks™, you will be fully credited and or items will be reshipped at our expense.

NOTE: ALL RETURNs HAVE TO CAME WITH THE ORIGINAL BOX. DESPITE OF ANY DAMAGE TO THE BOX. THE CUSTOMER WILL BE RESPONSIBLE FOR ANY EXTRA FEE OR WRAPPING FEE IS THE ORIGINAL BOX IS LOST OR THROWN AWAY.

Requesting a Return

*All returns must be pre-authorized by requesting a Return
Please provide:
  • your original order number
  • your email address
  • product(s) you are returning.
  • Reason for the return
  • exchange or refund?
You will be given a return authorization number which you will need to submit with your returned item.
PLEASE NOTE: Any item returned without an Authorization Number will be refused and returned to sender.

Item must be returned within 15 days of the receipt date. To be eligible for a return, the product must be unused, in sellable condition, free from dirt, scratches, dust, or any fragrances, and in the same packaging and condition that you received it. 

At our discretion, any item returned that is not in its original packaging and in as-new condition may be subject to a 15% Restocking Fee of the the item’s value.

Return shipping is the customer's responsibility, so we advise you use a service that has tracking capabilities for insurance reasons. We recommend FedEx or UPS.

Special orders (anything not in stock) are not returnable so be sure you know what you want before ordering please. If you are unsure of the option to return an item, please call us.

Actual cost of initial shipping will be deducted from refund total.

A Minimum 15% re-stocking fee applies on all returns.


Damaged Returns

We endeavor to ensure your package arrives to you safe and intact. Occasionally however, you may receive a product that has been damaged during shipping. In such cases we will make every effort to obtain your replacement as quickly as possible, at no cost to you. In order to satisfy our insurer, damaged goods must be reported within 48 hours of delivery. If damage does occur, please review our policies below for receiving and returning damaged items:

Outside Damage to Package Only

If you receive a package with obvious damage to the outside of the box or packaging but believe the item inside is intact, please make written note of this with the courier when signing for your package. If no mention is made of external damage, we cannot be responsible for any product damage and will not accept a return or issue a refund.

Damage to Package and Contents

If a package appears significantly damaged, you may refuse delivery of the item. It will then be returned to the place of origin. Please notify us immediately if this occurs and we will make arrangements for a replacement to be sent to you as soon as possible. PLEASE NOTE: Original product lead times may apply on the replacement product.

Damage to Contents Only

If your intact package is found to hold damaged contents, DO NOT throw away the original packaging as we are unable to accept Returns without the original packaging. We need the original packaging to file a claim with the carrier.
Please contact us immediately and follow the steps below.

For any of the previous scenarios please follow these return instructions:
  • Take photos of damages to items & photos of any damage to package
  • Contact us at support@gorillapaks.com. Please provide your original order number (if applicable), your name (or the name the item was ordered under), and the product you are returning (with photos). You will be given a return authorization number which you may need to submit with your returned item.
  • Arrangements will be made for replacement of your damaged item at no cost to you. Please note that your original product lead time may apply for a replacement.
  • We will instruct you on how or if to return the damaged product for replacement
  • Refunds will not be issued on damaged goods. A replacement will always be sent in a timely manner.
  • Damaged shipments must be picked up in their original box and packaging, so that we can inspect and file a claim with the carrier.
Gorilla Paks™ reserves the right to refuse or issue a refund/replacement item in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear.

NOTE: ALL RETURNs HAVE TO CAME WITH THE ORIGINAL BOX. DESPITE OF ANY DAMAGE TO THE BOX. THE CUSTOMER WILL BE RESPONSIBLE FOR ANY EXTRA FEE OR WRAPPING FEE IS THE ORIGINAL BOX IS LOST OR THROWN AWAY.

Defective Merchandise

All defective merchandise will be replaced or repaired under the manufacturer's warranty.

No Refunds or Exchanges on:

  • Items without a receipt or order number
  • Special Orders (anything not in stock)
  • Sale or discounted items, or any items marked "final sale"
  • Used items
  • Items without the original box
  • Items not marked damaged to driver upon delivery of goods.
Please see our shipping policy page for more information on lead times as not all products are in stock.

Make sure to request a return within 15 days of order placement

We inspect all returned items when they arrive at our processing facility.

If your return is a result of an Gorilla Paks™ error or defective product, we will refund the full cost of the merchandise and original shipping charges.

If you return an item that was opened or shows signs of wear, we will issue a partial refund minus the original shipping charges and return shipping fees. Products decrease in value over time. Therefore, no refund will be issued for returns over 30 days after delivery.

Refunds

You can expect your refund within four weeks from the date you return your package. In most cases you will receive a refund sooner, but we estimate four weeks because of the time required for return shipping (up to 14 days), product inspection at our returns facility (up to 5 business days), and processing from your bank or credit card company (up to 5 business days). All refunds are issued to the original method of payment unless you selected to return for in-store credit. Once your return is processed we will send you an email with your refund details.

CANCELLATIONS:

To make sure your order is shipped quickly and arrived quickly, Cancellations can be made within 24 hours starting from the time of the order is confirmed. Any order that gets canceled after 24 hours is subject to a 10% administration fee, whether or not your order has shipped. If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees + up to a 25% restocking fee as well.