Frequently Asked Questions
Shipping & Delivery
Which countries do you ship to?
Which countries do you ship to?
We currently ship to the United States (continental U.S., excluding Alaska and Hawaii), Canada, the United Kingdom, Germany, France, Italy, Spain, Netherlands, and Poland. For other regions, please contact us at service@pioneercampgear.com to check availability and shipping fees.
How long does it take to process my order?
How long does it take to process my order?
All orders are processed within 1-3 business days (excluding weekends and holidays). During peak seasons, processing may take longer, and we will notify you by email if there is a delay.
What shipping method do you use?
What shipping method do you use?
We primarily use Yun Express. You will receive a tracking number from email once your order has shipped. You can track your order from: https://pioneercampgear.com/apps/17TRACK
How much does shipping cost?
How much does shipping cost?
- Orders under $59: $9 flat shipping fee
- Orders over $59: Free shipping
- For countries outside our major shipping region, please contact our support team first.
How long will it take to receive my order?
How long will it take to receive my order?
Delivery usually takes 3-8 business days, depending on your location. Delivery may be delayed during holidays or peak shipping periods.
Are customs fees or taxes required?
Are customs fees or taxes required?
We currently cover all customs fees and taxes for our main shipping regions. Customers do not need to pay anything extra.
How can I track my order?
How can I track my order?
You can track your order at 17TRACK using your order number and the email used during checkout.
What if my package is lost or damaged?
What if my package is lost or damaged?
Please contact service@pioneercampgear.com immediately. If the package was delivered but lost near your door, file a report with your local police and provide us with the case number.
Are there any shipping restrictions?
Are there any shipping restrictions?
- In the U.S., we ship only to continental states. Hawaii, Alaska, PO Box addresses, and other remote locations are not eligible.
- In other regions, some remote areas may require additional fees or may not be eligible. Please contact customer service if unsure.
Returns & Exchanges
What is your returns policy?
What is your returns policy?
You can return items within 30 days of receiving your order. Items must be brand new, unused, with all tags and original packaging. Original shipping charges are non-refundable on correctly shipped orders.
How do I initiate a return?
How do I initiate a return?
Please contact customer service at service@pioneercampgear.com to obtain return authorization before sending your item back. Returns sent without prior approval will not be accepted.
Who pays for return shipping?
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is defective or incorrect.
How long does it take to receive a refund?
How long does it take to receive a refund?
Once your returned item is received and inspected, refunds will be processed to your original payment method within 7 business days.
Can I exchange an item?
Can I exchange an item?
For a different size, color, or product, please return your item for a refund and place a new order.
What if I receive a damaged or incorrect item?
What if I receive a damaged or incorrect item?
Contact us immediately at service@pioneercampgear.com with photos and a description of the issue. We will help resolve the problem.
Orders & Modifications
Can I modify or cancel my order after placing it?
Can I modify or cancel my order after placing it?
Modifications are not guaranteed. Once an order is placed, it is automatically processed in our system and sent to our warehouse and logistics team.
Sizing & Fit
Do you provide a size chart or recommendations?
Do you provide a size chart or recommendations?
Please refer to the specific garment measurements listed on each product page for accurate sizing.
Materials & Care
Are your products environmentally friendly?
Are your products environmentally friendly?
Yes! We use PFAS-free fabrics, and most product materials have been upgraded to more sustainable options.
What materials are your products made of?
What materials are your products made of?
We collaborate with world-class fabric manufacturers to provide high-performance outdoor protection. Our products feature:
- Protective fabrics – Waterproof, windproof, and abrasion-resistant (e.g., Event, Toray, Cordura, 3M)
- Insulating fabrics – Warmth retention for cold weather (e.g., Primaloft, Thinsulate, Hoteasy)
- Cooling & breathable fabrics – Sweat-wicking and ventilation (e.g., Coolmax, Icetec, SpeedDry)
Each material is carefully tested to ensure optimal performance in diverse outdoor conditions.
How should I care for my outdoor clothing?
How should I care for my outdoor clothing?
Different fabrics require different care. You can view detailed cleaning and care instructions here: [coming soon]
