Free Shipping & Extended Holiday Returns

FAQ's

Contact FAQ's

How do I contact customer service?

Feel free to drop us a line anytime. Seriously! Just head to our contact page. We love to talk with our customers, so please don’t hesitate. We can talk about your passions, our passions, dogs, cats, your latest crush, and adventure planning, ANYTHING! Oh, and if you are contacting us about your purchase, please have that order number handy if you still have it hanging around.

Product FAQ's

Warranty a product:

We want you to be 110% stoked on your KETL gear. Any issue you ever have, just contact us and we will make it right. That simple. Don’t believe us? Just give us a try.

Sizing / Fit:

Our products are made to fit active men and women better than anyone else. To check out the sizing for each specific garment, you can click on the “Sizing Chart” tab which you can access on every product page. We take great care to stay true to our sizing chart, so you can always expect a great fit. However, the best way to know what size you are is to try it on. We accept returns if you try on at home and really feel you need to move up or down a size.

Shipping Related FAQ's

Find your tracking:

  1. Visit www.ketlmtn.com
  2. Sign into your KETL Account.
  3. From the home screen, scroll down to where it says “Order History”
  4. Click on the word “status” that corresponds with the order you are interested in tracking.
  5. Click "Order Details" in the top right corner and your tracking information will pop up.

How do I make a return/exchange?

So it didn’t work out for you? That's a huge bummer - here's how to return or exchange your order.

Return Policy

Holiday orders placed through December 31st will have until January 31st to return their order. If any item in your order does not exceed your expectations, send it back free of charge to receive a full refund, or exchange for a different size, color, or style. All returned items must be in their original, unworn condition with hangtags still attached to be eligible for a refund or exchange. KETL’s return and exchange policy does not cover ordinary wear and tear or damage caused by improper use or accidents. You can click here to start a return or click the button above or at the bottom that says "Start A Return."

After we’ve processed your return, we’ll send you an email confirmation to let you know that your refund, new item, or store credit is on its way. If your return is for store credit or a new item, it will be available as soon as your return is received and processed (typically 1-2 business days after delivery to our warehouse). If your return is for a cash refund, please allow additional processing time of up to 10 days after we receive your return for your bank to post your refund.

All items sold in the Surplus collection are final sale items. As such, only product exchanges and in-store credit will be allowed (no refunds).

Please note that we do not unfortunately offer free return shipping on international orders at this time.

Please note that we don’t accept returns of KETL items purchased from third-party retailers. Please contact the third-party retailer where you made your purchase directly for information on their return policy.

Exchange Policy

Not quite the right fit? No problem. Any items purchased through December 31st have until January 31st to be exchanged. All items you wish to exchange must be in their original, unworn condition with the hangtags still attached. Items not sent back in their original, unworn condition will not receive an exchange. Click here to get a return started so you can get your order back to us for exchange.

Please note that unfortunately at this time we cannot accept returns or exchanges on international orders.

Have unanswered questions? Please feel free to get in touch with us.

Defective / Damaged Orders

If you believe that you’ve received a damaged or defective item, please let us know immediately by sending us a message. We’ll respond as quickly as possible and do all that we can to make good on our commitment.

Please include in your email the following information:

  • Your original KETL order number
  • Your current shipping address
  • Photographs of the defective or damaged item
  • A brief description of the defect or damage. Did this occur over time, or did it happen all at once?

How much does shipping cost?

We offer free first class and priority shipping on all domestic orders both ways (no minimum). If you’d like expedited shipping, we have your back.

Service

Cost

Delivery Time

First Class  

FREE      

1-7 Business Days

Priority

FREE

1-7 Business Days

Overnight

$65.00

1 Business Day

 

We offer free international shipping on all orders over $100.00 USD. Shipping rates will vary by country for orders under $100.00 USD.

Why is my tracking number not working?

Sometimes it can take up to 24 hours for the tracking number to be updated and accurate.

Please make sure to wait 24 hours from the day your order was shipped to get updated tracking information.

If it has been longer than 24 hours, well that is just ridiculous and we’ll get to the bottom of it ASAP! Please contact us or email us at info@ketlmtn.com so we can make it right and make you just as peachy as can be. :)

How long will it take to receive my order?

We offer free shipping on all domestic orders both ways (no minimum, cRaZy right?!) for all domestic orders. If you’d like expedited shipping, we have your back. Standard orders placed before 3PM EST will be processed the same day. Yeah, we’re fast and proud of it. But, please note that this does not include weekends or holidays. Purchases made after 3pm EST will not be shipped out until the next business day (we have to sleep too you know). If you order after 3pm EST on a Friday, your order will ship out on the following Monday (weekends are for adventure and frolicking in the flowers). Please refer to the chart below for rates/average shipping times.

 

Service

Cost

Delivery Time

First Class  

FREE

1-7 Business Days  

Priority

FREE

1-7 Business Days

Overnight

$65.00  

1 Business Day

Do you ship internationally?

Heck yes we ship internationally. Hablamos espanol tambien!

International shipping is available on 99% of our products. All international orders over $100.00 USD will ship for free. To view shipping rates for orders under $100.00 USD, simply add the products you want to the cart, view the cart page and at the bottom see the Shipping Rates Calculator. Select your location for a quote and available services. We have great prices on USPS Priority International and are very experienced in international shipping.

All services will include a tracking number which is sent to you right when the order ships out 0 - 3 days after purchase.

International customers are responsible for all duties and taxes and assume 100% liability for the shipment if it gets damaged or lost in transit, shipments are not insured unless specifically requested.

Orders are charged in your home currency.

Can I check the status of my international order?

To check the status of your order or track your package, please login to your ketlmtn.com account and scroll down to “Order Status”.

Who should I contact with questions about my international order?

You may contact us here or any one of our extremely passion, kind, fun loving, customer service individuals at info@ketlmtn.com.

Can I return my international order?

Why yes, of course. If you return items from an order, you may be refunded a different amount, based on the current exchange rate at the time of the return, which may be less than your original order. Simply click the button below to start the return process.

What do I do if my package was lost in transit?

It sucks, but sometimes packages are lost in transit (like socks in a dryer), or thieves think your new KETL gear is cool and want them for themselves.

Typically the carrier will determine if your order can be left in a safe secure place at your delivery address. For orders over $500 we always ship with a signature required.

If you believe your package may have been lost or stolen, the best thing to do is contact the carrier (USPS/FedEx) that delivered the package. Be sure to have your tracking number handy.

If you are still having issues, contact us and we can try and assist you.

Can I ship to a military address?

Yes, absolutely! Most items can be shipped to a P.O. box or military APO/FPO address. As long as the P.O. Box/APO/FPO address is able to receive packages and not just letters, then you should be good to go.

Didn't find what you're looking for? Contact Us

How can I change my shipping address?

Put down the wrong address? No problem! Please contact us as soon as your realize the address is incorrect and we will do our very best to get it updated! Please note that we try very hard to get your orders out the same day it is placed and as such, there will be times when we are unable to adjust the address.

STILL HAVE ANY QUESTIONS?

Still can't find what you're looking for? Give us a call at 1-775-453-0175 or reach out to us on our contact page :)