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Frequently Asked Questions

Whitehorse Guarantee

We're proud of the books we publish and the products we sell, and we'll stand behind them. If for any reason you are not completely satisfied with your purchase, simply return the items to us within 30 days in resalable condition for a friendly refund or exchange, whichever you prefer.

Return Policy

Please inspect your entire order immediately upon receipt. We recommend that you save all packaging materials and paperwork for 30 days or until you are completely satisfied with your purchase and all of the items you received.

Missing an item from your order? Please check and double-check all of the packages, contents, and packaging materials. Small items may have been packed within larger items or may have slipped down to the bottom of the box and mixed in with the packaging materials. Also check your packing slip to make sure the missing item is not on backorder and scheduled to ship separately at a later time. If you still cannot find the item call us at 1-800-531-1133 in the U.S. and Canada or email us and we will take care of getting a replacement item to you promptly.

Need to return an item? All returns must be in new, resalable condition in the original packaging, with all tags, labels, and hangers attached to qualify for a refund, credit, or exchange and must be returned within 30 days of the date of delivery. Whitehorse Gear reserves the right to refuse or charge a 20% restocking fee for any return not meeting the above criteria. Please insure your return package in case of loss or damage. Whitehorse Gear is not responsible for returned items lost or damaged in shipping. Customers are responsible for all shipping charges. Send returns to Whitehorse Gear, 107 East Conway Road, Center Conway, NH 03813-4012. Please include a copy of your invoice along with a brief note explaining the reason for the return and the action you wish to be taken, i.e. exchange for a different size, refund, etc.

Need to Exchange an item? If you need to return an item AND want to re-order the same item in a different size, we will offer you FREE SHIPPING on your replacement order. Simply return the item to us as outlined above, with a note indicating what you'd like us to do. Customers are responsible for the shipping fees for all other types of exchanges. These fees will be charged to the credit card used to place the original order. If your original order was paid by check or money order, please contact us for a shipping quote for your replacement order.

Have a defective item? It doesn't happen often as we try to carefully inspect everything that leaves our warehouse, but occasionally something can slip by. If it does please call us at 1-800-531-1133 in the US and Canada or email us. We may be able to resolve the issue for you immediately and if not we will make arrangements to correct the issue right away.

Want to place another order? Have a question or comment? Call us at 1-800-531-1133 in the U.S. and Canada or email us.