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Eastern Mountain Sports Customer FAQ

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What is Eastern Mountain Sports's Phone Number?

The question we are asked most often is about how to talk to Eastern Mountain Sports customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

What types of products do you offer for outdoor sports?

Eastern Mountain Sports offers a diverse array of products designed for various outdoor activities, catering to enthusiasts of all For hiking, one can find a wide selection of footwear, clothing, and backpacks, which are essential for comfortable and safe trails. The camping section includes tents, sleeping bags, cookware, and lighting solutions to create a reliable outdoor experience. Those interested in climbing can explore an assortment of climbing shoes, harnesses, ropes, and other essential equipment designed to ensure safety and performance in rugged environments. In the realm of winter sports, Eastern Mountain Sports provides a comprehensive range of skis, snowboards, and snowshoes, alongside appropriate apparel such as jackets, pants, and base layers to keep users warm and dry. Furthermore, for water enthusiasts, the store offers kayaks, paddle boards, and fishing gear, as well as apparel suitable for wet conditions. In addition to equipment and clothing, Eastern Mountain Sports frequently features outdoor accessories such as hydration systems, navigation tools, and safety gear, which are integral for enhancing outdoor adventures. For specific product details or to discover what is currently available, one may consider checking the latest offerings on the Eastern Mountain Sports website. This resource is also helpful for reviewing current promotions or finding special items that may suit unique outdoor pursuits....
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Ordering and Payments

How do I exchange an item?

Exchanging an item purchased from Eastern Mountain Sports typically requires following a specific process. First, it is important to Once the necessary information is gathered, customers can either visit a physical EMS store location or initiate the exchange online, depending on the options available for the particular item. If visiting a store, individuals can bring the item along with the receipt to the customer service desk, where staff members are equipped to assist with processing the exchange effectively. If opting for an online exchange, customers should follow the instructions provided on the Eastern Mountain Sports website, which may guide them through printing a return shipping label or providing other necessary details. If you are looking for specific information or guidance on how to proceed, please check the website for the most accurate and updated contact information, as this can help clarify any unique considerations regarding your particular item exchange situation....
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What is the return policy?

Eastern Mountain Sports has a customer-friendly return policy designed to ensure that customers are satisfied with their purchases. If the return is for products purchased online, it is important to ensure that the return process follows the guidelines set up by Eastern Mountain Sports. This often includes obtaining a return authorization and, in most cases, customers are encouraged to use the original packaging. Refunds can be provided in the form of the original payment method or store credit, depending on the situation. It is also important to note that certain items, such as clearance items, personalized gear, or safety equipment, may not be eligible for return. To find the most accurate and up-to-date information regarding specific products and the return process, it is advisable to visit the official Eastern Mountain Sports website. There, you can access detailed return instructions, as well as any other relevant policies that could assist you in your decision-making process. Remember to keep your receipt or proof of purchase handy, as this will make the return process smoother....
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What payment methods do you accept?

Eastern Mountain Sports offers a variety of payment methods to accommodate customers’ needs. Typically, customers can pay using major...
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Can I cancel or modify my order after it has been placed?

Once an order has been placed with Eastern Mountain Sports, there is a limited timeframe in which modifications or cancellations can To initiate this process, a customer would typically need to visit the Eastern Mountain Sports website and look for the order management section, which provides information on order status and options available. Additionally, it may include specific details on how to submit a request for modification or cancellation. Once an order is processed or on its way, it becomes more challenging to make any changes. In such cases, customers may need to consider returning the item upon receipt, following the established return policies provided by Eastern Mountain Sports. For the most accurate and up-to-date information, it is advisable to refer to the official website and navigate to the customer service or order support sections....
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Are gift cards available for purchase?

Yes, gift cards are indeed available for purchase at Eastern Mountain Sports. They offer a convenient way to give the gift of outdoor...
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Shipping and Tracking

What are the shipping options and costs?

Eastern Mountain Sports provides a variety of shipping options to cater to customers' needs. For standard shipping, it typically takes Additionally, Eastern Mountain Sports may offer free shipping promotions on certain purchase amounts or during special sales events, which can vary throughout the year. The specific shipping costs may depend on the order subtotal and the selected shipping method. Customers can often find shipping fees and policies specifically laid out on the Eastern Mountain Sports website, including details about international shipping options if applicable. For the most accurate and up-to-date information regarding shipping options and costs, it is advisable to refer to the current shipping information section on ems.com. This section will provide all the details needed to make an informed decision about placing an order....
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Can I track my order?

Yes, customers can track their orders placed through Eastern Mountain Sports. To do so, one typically needs to visit the EMS website...
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Do you offer international shipping?

Eastern Mountain Sports primarily operates within the United States, but it does recognize that many customers may seek to purchase For customers interested in ordering from outside the United States, it is important to verify any potential shipping costs, customs duties, and import taxes that may apply when the items arrive in their home country. Additionally, the availability of certain products may vary by region. Customers are encouraged to explore the shipping policies displayed on the website for the most accurate and updated information. Those planning to make an international purchase will want to ensure they are fully informed about all aspects of the transaction before proceeding....
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Products and Services

Do you offer any warranties on your products?

Eastern Mountain Sports offers warranties on many of their products, which typically vary based on the type of item and the manufacturer. To ensure customers are well-informed, it is recommended to carefully read the warranty information associated with a specific product at the time of purchase. This information is typically available on the product page or on the packaging. In some cases, it may also be helpful to note that certain wear and tear or damage caused by misuse may not be covered under warranty. If a customer needs more detailed information regarding a specific product’s warranty or has questions about a claim, it is advisable to check the current web page for contact information or additional resources....
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What is your sizing guide for clothing and footwear?

Eastern Mountain Sports provides a detailed sizing guide for both clothing and footwear to help customers find the perfect fit for For footwear, the sizing guide generally offers measurements for length and width, and may also include a conversion chart for different international sizes. It is important for customers to know their foot length and width before selecting a shoe size, as fit can greatly impact comfort during outdoor activities. Eastern Mountain Sports also acknowledges that fit preferences can vary from person to person, so they often advise trying on different styles if possible. To find the most accurate sizing information, customers are encouraged to visit the current product pages on the Eastern Mountain Sports website, where they will find up-to-date size charts specific to the items they are considering. This will ensure they make well-informed choices when purchasing their outdoor gear and apparel....
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What types of products do you offer for outdoor sports?

Eastern Mountain Sports offers a diverse array of products designed for various outdoor activities, catering to enthusiasts of all For hiking, one can find a wide selection of footwear, clothing, and backpacks, which are essential for comfortable and safe trails. The camping section includes tents, sleeping bags, cookware, and lighting solutions to create a reliable outdoor experience. Those interested in climbing can explore an assortment of climbing shoes, harnesses, ropes, and other essential equipment designed to ensure safety and performance in rugged environments. In the realm of winter sports, Eastern Mountain Sports provides a comprehensive range of skis, snowboards, and snowshoes, alongside appropriate apparel such as jackets, pants, and base layers to keep users warm and dry. Furthermore, for water enthusiasts, the store offers kayaks, paddle boards, and fishing gear, as well as apparel suitable for wet conditions. In addition to equipment and clothing, Eastern Mountain Sports frequently features outdoor accessories such as hydration systems, navigation tools, and safety gear, which are integral for enhancing outdoor adventures. For specific product details or to discover what is currently available, one may consider checking the latest offerings on the Eastern Mountain Sports website. This resource is also helpful for reviewing current promotions or finding special items that may suit unique outdoor pursuits....
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Promotions and Discounts

Are there any discounts or promotions available?

Eastern Mountain Sports often provides a variety of discounts and promotions to enhance the shopping experience for outdoor enthusiasts. To find the most current discounts and promotions, it is advisable to check the official Eastern Mountain Sports website frequently. There, one can usually find dedicated sections for promotions, seasonal deals, and information regarding their rewards program. It may also be beneficial to sign up for newsletters, as they often include exclusive offers and early access to sales. By staying connected with the latest updates on the Eastern Mountain Sports website, customers can take full advantage of all available promotions....
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Do you have a rewards program for frequent customers?

Eastern Mountain Sports offers a rewards program designed to benefit frequent customers. This program allows participants to earn points Additionally, customers can usually enjoy bonus points during specific promotional events or when they buy select items. By enrolling in the rewards program, customers can maximize the value of their purchases while engaging more deeply with the brand. It is an excellent way for outdoor enthusiasts to save on their gear and supplies over time. For the most current details regarding the rewards program, including how to sign up and learn about any specific rules or changes, it is advisable to check the relevant section of the EMS website. There, customers will find comprehensive information regarding all aspects of the program....
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What is your policy on price matching?

Eastern Mountain Sports has a price matching policy designed to ensure that customers receive the best possible value when shopping. However, there are certain conditions that typically apply to the price match. The item must be identical to the one offered by the competitor, which usually means that it should be the same brand, model, and size. The competitor's offer must also be verified, typically requiring proof, such as an advertisement or link to the lower price. Additionally, some exclusions may apply, such as sales, clearance items, or special promotions. It is important for customers to review the specific terms of the price match policy on the Eastern Mountain Sports website to understand all requirements and processes. This way, customers can ensure that they meet the necessary criteria when seeking a price match. Overall, the policy reflects Eastern Mountain Sports's commitment to customer satisfaction and providing the best outdoor products at competitive prices....
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Gear Maintenance

How do I find the nearest Eastern Mountain Sports store?

To locate the nearest Eastern Mountain Sports store, you can utilize the store locator feature available on the official Eastern Mountain Additionally, the store locator may include information about specific services offered at each location, such as rental options or special events. If you are looking for something in particular, visiting the website can also provide updated information about inventory and promotions. For the most accurate and current details, it is always advisable to check the EMS official site. Doing this will ensure you have the latest information as store availability and offerings may change....
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How do I care for my outdoor gear to ensure its longevity?

Caring for outdoor gear is essential to ensure its longevity and performance. Eastern Mountain Sports offers several guidelines that For specific items such as hiking boots or jackets, follow the manufacturer's cleaning recommendations. Many outdoor garments have waterproofing treatments that require special care, such as using a specific cleaner designed for technical fabrics. It is advisable to reapply these treatments periodically to maintain their water-resistant properties. Store your gear in a cool, dry place away from direct sunlight. Ultraviolet rays can break down materials and cause fading. Consider using storage bags or containers that allow items to breathe, especially for items that may have residual moisture. Inspect your outdoor gear regularly for any wear and tear. Fixing small issues before they become larger problems can significantly extend the life of the equipment. For example, replacing a zipper or patching a small hole can often be done easily and affordably. Finally, refer to the care instructions provided by the manufacturer for each specific item, as practices may vary based on materials and use. By following these guidelines and being attentive to your gear's needs, you can enjoy many memorable outdoor adventures for years to come. For more detailed information, visiting the official Eastern Mountain Sports website may provide further resources and specifics related to your gear....
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