Customer Service Policy

At Cotopaxi, our commitment to "Gear For Good" extends beyond quality products—we strive to deliver transparent, empathetic, and efficient support at every stage of your journey. This Customer Service Policy outlines our service standards, support channels, and resolution processes to ensure your experience with us is as reliable as our outdoor gear.

1. Our Service Commitment

We stand by three core principles to guide every interaction with our customers:
  • Transparency: No hidden rules or inconsistent standards—all policies (shipping, returns, warranties) are clearly published and applied uniformly across all channels (website, email, social media).
  • Empathy: Our team understands outdoor adventures come with unique needs—we listen first, then solve problems with flexibility (e.g., rush order adjustments, gear care guidance).
  • Efficiency: We prioritize fast, actionable responses—no endless transfers or generic replies. Our goal is to resolve issues in as few interactions as possible.

2. Support Channels & Availability

We offer multiple channels to connect with our team, tailored to your preferred communication style and urgency:

2.1 Primary Support: Email

  • Response Time: 1-2 business days (we prioritize urgent requests marked "URGENT" in the subject line).
  • Best For: All inquiries, including order tracking, return authorizations (RA), defective product claims, and custom gear questions.
  • Pro Tip: Include your order number and photos (for damaged items) to speed up resolution.

2.2 Self-Service Resources

  • FAQs Page: Instant answers to top questions (shipping timelines, refund status, gear maintenance) at catapoxii.com/faqs.
  • Order Portal: Track shipments, view past orders, and initiate returns directly through your Cotopaxi account.
  • Gear Guides: Expert tips for tent setup, fabric care, and waterproofing (linked on product pages and our blog).

2.3 Support Hours & Holidays

  • Standard Hours: Monday-Friday, 9:00 AM – 5:00 PM Central Time (CT).
  • Holiday Closures: Closed on U.S. federal holidays (New Year’s Day, Thanksgiving, Christmas Day). Inquiries received during closures are addressed the next business day.

3. Pre-Purchase Support

We’re here to help you choose the right gear before you buy—no pressure, just expertise:

3.1 Product & Sizing Questions

  • Our team can detail product specs (e.g., tent waterproof ratings, backpack capacity) and recommend sizes based on your needs (e.g., "Which daypack fits a 15-inch laptop?").
  • For custom gear (e.g., monogrammed jackets), we confirm design details and production timelines upfront to avoid surprises.

3.2 Order & Shipping Guidance

  • We clarify shipping eligibility for remote locations (e.g., island territories) and estimate delivery dates for time-sensitive trips.
  • For international orders, we provide HS Codes and guide you to local customs resources to avoid duty surprises.

3.3 In-Store & Pickup Inquiries

  • While we don’t operate retail stores, we can assist with warehouse pickup requests (contact us 48 hours before pickup to confirm availability).

4. During-Purchase Support

Once you’ve placed an order, we keep you informed and flexible:

4.1 Order Modifications

  • Address Changes/Cancellations: Possible only if the order hasn’t shipped. Email us with your order number, and we’ll confirm updates within 1 business day.
  • Add-Ons: If you want to add items to a pending order, we’ll help combine shipments to avoid extra fees (when possible).

4.2 Shipment Updates

  • You’ll receive automated emails for:
    • Order confirmation (within 1 hour of purchase)
    • Shipment notification (with tracking number)
    • Delivery confirmation (with next steps if issues arise)
  • For expedited orders, we send milestone alerts ("Customs Cleared," "Out for Delivery") via email.

5. Post-Purchase Support

We stand behind your gear long after it arrives—here’s how we help:

5.1 Shipping Issue Resolution

We resolve delivery problems with clear next steps (aligned with our Shipping Policy):
  • Missing Packages: Contact us within 3 days of "Delivered" status—we file carrier claims and resolve within 5-7 business days.
  • Damaged Items: Send photos of the item/packaging within 48 hours—we offer free replacements or full refunds (no return required).
  • Delays: Standard orders delayed >15 days get 10% store credit; expedited delays >7 days qualify for shipping fee refunds.

5.2 Returns & Refunds

We simplify returns per our Refund Policy:
  • Request an RA number via email (required for all returns).
  • We cover return shipping for defective items or our errors (e.g., wrong size sent).
  • Refunds process within 5-10 business days of approved returns.
  • No "One-Time Only" Restrictions: You may use our 60-day return policy for eligible items as needed—no arbitrary limits on legitimate requests.

5.3 Warranty & Repairs

  • Most gear comes with a 1-year manufacturer’s warranty (details on product pages).
  • For wear-and-tear repairs (not covered by warranty), we partner with local outdoor repair shops to offer discounted services.
  • We never deny claims without inspection—send photos first, and we’ll guide you through next steps (no "一刀切" rejections).

6. Multilingual Support & Training

To serve our global community, we invest in professional, accessible support:
  • Our team includes bilingual agents (English/Spanish, English/Korean, English/Japanese) to assist non-English speakers.
  • All agents complete a 2-week training program covering:
    • Product expertise (gear specs, care)
    • Policy mastery (shipping, returns, warranties)
    • Soft skills (empathetic communication, conflict resolution)
  • Agents are "certified" only after passing written and role-play exams.

7. Escalation Process

If you’re not satisfied with initial support, we offer clear escalation paths:
  1. Request a Supervisor: Reply to your existing support email with "Escalate" in the subject line—we’ll assign a senior agent within 24 hours.
  1. Formal Feedback: Email manager@catapoxii.com with your issue, order number, and previous communication history.
  1. Final Review: For unresolved concerns, our Customer Experience Director will review your case and respond within 3 business days.

8. Continuous Improvement

We use your feedback to get better:
  • Post-interaction surveys: We send short polls after resolving issues to measure satisfaction.
  • Issue Tracking: We log recurring problems (e.g., frequent questions about tent care) and update our FAQs or product pages accordingly.
  • Annual Policy Reviews: We refine our service standards yearly based on customer input and industry best practices.
At Cotopaxi, great service is part of our mission. Whether you’re gearing up for a hike or troubleshooting a delivery, we’re here to help you focus on what matters—adventure.