FAQ ◆ The things people ask us
Frequently asked questions.
Quick answers on shipping, sizing, repair, and the trips we plan around.
Orders & shipping
When will my order ship?
Most orders leave our West Coast warehouse within 1–2 business days. You'll get a tracking number the moment it ships.
Do you offer free shipping?
Yes — every US order over $99 ships free. Under $99 is a flat $7.95.
Do you ship internationally?
Currently we only ship within the United States, including APO/FPO. If you're abroad and want a piece of GemGear, drop us a line and we'll see what we can do.
My order arrived damaged. What do I do?
Email us a photo within a week, and we'll ship a replacement same-day. No fight, no return required.
Returns & exchanges
Can I return something I already used?
Yes. Our 30-day field-test return policy is built for it. Try the gear on a real trip; if it's not right, send it back. The piece needs to be in usable condition (packed up, wiped down) but visible field use is fine.
How do I exchange for a different size?
Email us with your order number and the size you want. We'll ship the new one and send a prepaid label for the old one. No extra shipping charges.
Warranty
What does the warranty cover?
Every product we sell carries a 1-year defect warranty against manufacturing or material defects. If something fails because of a defect inside the first year of ownership, we'll repair, replace, or refund — your call. Read the full policy.
What does the warranty cost?
Nothing. If a defect is covered, we cover the fix or replacement, including return shipping. The warranty does not cover wear and tear, accidental damage, animal damage, or third-party modifications.
How do I file a warranty claim?
Email support@gemgear.com with photos of the gear and a quick description of the defect. We respond within two business days with next steps.
Products & sizing
What size sleeping bag should I get?
Pick a temperature rating ~10°F below the coldest night you expect. For length: most adults under 5'10" go with regular; 5'10"–6'2" go with long; over 6'2" go with extra long. Email us if you're between sizes — we'll talk you through it.
How do I pick a tent?
Sleep capacity is the first call: a "2-person" tent fits two people snugly with no gear inside. If you want gear inside the tent, size up. Then pick your weight target — backpacking (under 4 lbs), car camping (no limit), or somewhere in between.
Do you have stores I can visit?
Not yet. We're online-only for now. But our 30-day field-test return policy is meant to fix that — try it at home, take it on a trip, send it back if it's not right.
Trip planning
Can you help me pick a kit for a specific trip?
Yes. Email support@gemgear.com with your trip dates, destination, and a sentence about your experience level, and we'll send back a kit list. Free, no obligation. We do this because we like helping you go outside.
Do you have field guides?
Yes — see our field guides blog for routes, pack lists, and trip notes from the team.