FAQs
Returns & Exchanges
What is your return policy?
We understand that your gear may not always work out for everyone's adventures! We provide returns for U.S. orders within 30 days of purchase.
- To receive a full refund, your item must be sent back in its original packaging and condition (used items will not be accepted).
- For refunds to credit cards and PayPal, we deduct $5 per item to cover restocking costs unless the item is damaged or defective upon arrival.
- Refunds will be processed once products are received by us and we approve of the condition. If you are expecting a refund, credit will be submitted to your bank within three business days. It may take your bank up to 10 business days to post the funds to your account. If you have not received your credit back, we suggest contacting your bank.
- Request and receive your return label here.
- Unfortunately, we do not accept returns or exchanges for any sale items, used item, or international orders.
What is your exchange policy?
If you prefer items in another color, or size, simply return the original, unused product back to us for a refund and place a new order on LaMadison.com. Product return must be initiated within 30 days of purchase, and customers are responsible for a $5 restocking fee per item unless the item is damaged or defective upon arrival.
- Request and receive your return label here.
- Exchanges are not always guaranteed, as our products sell fast during busy seasons and items in stock may be limited.
Warranty
Do you offer a warranty on your products?
We offer a 3-year Adventure Guarantee on all of our products if you find that you run into any issues with your gear (something isn't working right, etc.).
In order for us to consider a replacement for your product, you must be able to:
- Provide a valid order number. Unfortunately, we are unable to honor any warranties on items that were gifts, sweepstakes prizes, etc. that do not have an order number associated with it. We do not send any replacements for items purchased through re-selling channels such as eBay, OfferUp, etc.
- Provide photos of what's wrong with your product. We will verify if the damages fall under our warranty and whether they need to be replaced, or can easily be repaired.
- Explain that the product was not damaged in "out of the ordinary" circumstances. We are unable to replace items that were damaged due to extraordinary circumstances...such as if an animal (like a bear) ate your bag. Yes, we've heard stories like that before!
Please reach out to us at hello@LaMadison.com so that we can better assist you; our Customer Service team will be happy to work with you and/or ship out replacement gear or accessories if needed!
Shipping
Can I change my shipping address?
We are unfortunately unable to edit or change your shipping address once your payment has been processed and your order has been made. This is because your order is automatically sent to warehouses and fulfilled immediately. We are not responsible for any packages that were sent to addresses that were entered incorrectly upon checkout.
My package says it was delivered but I didn't receive it yet! What happened?
For complete information on Tracking & Deliveries, please visit our Tracking page here.
If you still have questions after looking at Frequently Asked Questions on that page, feel free to reach out to us at hello@LaMadison.com and our team would be happy to help!
How long will it take for me to get my order?
All orders are fulfilled by a variety of shipping carriers, depending on your location. On business days, our order cutoff time for same day shipping is 2:00 PM Eastern Time. Orders received after 2:00 PM Eastern Time will ship out on the next business day. Any orders placed on a weekend will be processed the following Monday.
The time it takes for your order to be delivered depends on which shipping option you select during check out. We currently offer two different shipping options for our customers:
We understand that sometimes packages get lost or delayed. If this happens to you, feel free to reach out to us at hello@LaMadison .com so we can work together on a solution.
Where do you ship internationally?
We currently offer Limited international shipping. If you wish to purchase our products internationally feel free to reach out to us at hello@LaMadison.
I received one of my products but haven't received the other yet.
Please note that multi-product purchases may ship in multiple packages as they are fulfilled by warehouses across the United States that have product availability. You'll definitely receive everything, it may just come in several boxes and at different times.
Warranty
Do you offer a warranty on your products?
We offer a 3-year warranty on all of our products if you find that you run into any issues with your item (something isn't working right, etc.). feel free to reach out to us at hello@LaMadison
In order for us to consider a replacement for your product, you must be able to:
Please reach out to us at hello@LaMadison .com so that we can better assist you; our Customer Service team will be happy to work with you and/or ship out replacement gear or accessories if needed!
Contacting Our Team
How do I contact your Customer Service team?
Please email us at hello@LaMadison.com with your Order ID, your name, email, and as much information as possible and we will be able to assist with any questions you may have. You can also visit our Contact Us page to reach out. Our team replies to all inquiries within 24 hours!
I sent you an email but I didn't hear back within 24 hours. What gives?
Our team replies to all messages within 24 hours. If you have not heard back from us, please be sure to check your spam folder, or any filtered emails as sometimes our responses may end up there. We can assure you we're always here to help and never ignore our customers!