Returns & Exchanges
We appreciate our customers and are committed to providing exceptional service. It is important to us that you receive outstanding quality and value when selecting your items. It happens, albeit infrequently, that a client is dissatisfied with their purchase. If at anytime you find a need to return or exchange all or part of your order, please use the information listed below to insure speedy service.
Please send all returns and exchanges to:
Xanterra Parks and Resorts
Retail Distribution Center
945 Moraine Avenue
Estes Park, CO 80517
Attn: Mail Order
Returns need to be made within 90 days of purchase. Refunds will only be made for the amount of the item and applicable taxes. Shipping and handling fees will not be refunded. Besides the item(s) you are returning, all returns need to include your order number, name and address, phone number and a short note explaining your reason for the return. If the item was paid for by money order, a refund check will be issued and may take 3-4 weeks to arrive. Orders charged on a credit card must be credited to the same account; we cannot issue a check refund for a credit card charge. We apologize, but return shipping fees will not be refunded. Insurance and proof-of-delivery are advised but not required when returning your items.
If an item breaks under normal conditions or arrives damaged, we will exchange it for you. All exchanges need to be made as soon as possible due to some items are only carried for a limited time only. If the item being exchanged is out of stock for the season, we will refund the amount of the item and you will have to reorder the item in the spring (we will not charge shipping on these items). If the item is something we are not going to carry in the future, a refund will be issued.
All exchanges need to include your order number, name, address, phone number, a copy of the receipt and a note saying what you are exchanging and why.
Shipping charges are not usually added to items being exchanged unless a new item has been purchased.