Frequently Asked Questions

🚚 Shipping & Delivery

How long does shipping take?
Standard shipping typically takes 7-20 business days, depending on your location within the US or Europe. Orders are processed and packed within 1-2 business days before they ship out.

Do you ship to Europe?
Yes, we ship to both the US and Europe. If you're ordering from an EU country, you're also covered by a 14-day cooling-off period, on top of our standard 30-day return policy.

How much does shipping cost?
Shipping costs depend on the item and your location, and are calculated automatically at checkout. Orders over $75 qualify for free shipping.

How do I track my order?
As soon as your order ships, we'll email you a tracking number. You can also check your order status anytime on our Track Your Order page using your order number and email.

What if my package is delayed?
While most orders arrive within our estimated window, occasional delays can happen due to customs processing, weather, or carrier issues beyond our control. If your order is significantly delayed, reach out to us and we'll look into it.

💳 Orders & Payment

What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and other secure payment methods available at checkout.

Is my payment information secure?
Yes. All transactions are processed through encrypted, secure payment gateways. We never store your full card details.

Can I change or cancel my order after placing it?
Contact us as soon as possible at support@rimstoneco.com. If your order hasn't been processed for shipping yet, we'll do everything we can to update or cancel it. Once it's shipped, it will need to go through our standard return process instead.

Do you offer discounts or promo codes?
Keep an eye on our homepage and email list for seasonal offers and promotions.

🔄 Returns & Refunds

What's your return policy?
We offer a 30-day return window starting from the date of delivery. Items must be unused, unworn, in their original condition, and in the original packaging, with proof of purchase.

How do I start a return?
Email us at support@rimstoneco.com with your order number and the reason for your return. We'll guide you through the next steps and provide instructions.

Who pays for return shipping?
Customers are responsible for return shipping costs, unless the item arrived damaged, defective, or incorrect — in those cases, it's on us.

How long do refunds take to process?
Once we receive and inspect your returned item, refunds are processed within 10 business days back to your original payment method. Please note your bank may take a few extra days to reflect it.

Can I exchange an item instead of returning it?
The fastest way is to return your original item and place a new order for the item you'd prefer — that way you're not waiting on the exchange to process first.

🏔️ Products & Quality

Are your products good quality?
Every product in our catalog is selected with real-world outdoor use in mind — not just how it looks in photos. We ask ourselves one question before adding anything: would we actually trust this gear in the field?

What if my item arrives damaged or defective?
Contact us immediately at support@rimstoneco.com with photos of the issue and your order number. We'll make it right at no extra cost to you, and you won't need to cover return shipping in this case.

Do your products come with a warranty?
Warranty coverage varies by product and manufacturer. Any applicable warranty details are listed on the individual product page.

Will the product I receive look exactly like the photos?
We do our best to represent every product accurately. Minor variations in color or packaging can occasionally occur due to different production batches.