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Find Your Answer on our FAQ Page!

Customer Experience:

  • Hours: Monday-Friday 9:00 a.m.- 5:00 p.m. MST (Excluding some holidays)
  • Call: 844-COTOPAXI (844-268-6729)
  • Email: llamas@cotopaxi.com
  • Chats: Please click on the chat box at bottom right of your screen (available when an agent is online)
  • Visit us at Basecamp: BASECAMP is now in downtown Salt Lake City!

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If you have questions about product donations/sponsorships, please refer to our policy here!



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What is the warranty on your products?

All of our products are backed by our 'Human Lifespan warranty'. That means that we guarantee the quality and durability of our products for the duration of the average human life expectancy in least developed periphery countries, which is 61 years (based on 2012 Worldbank data). Our goal is to contribute to increasing that number over time with our grant making efforts. In the meantime, we will either repair or replace any product which does not hold up.

What is your return policy?

We accept returns on orders shipped within the US within 90 days of purchase, no questions asked. Please ensure that items are unworn, unwashed, and undamaged. Just fill out this form to request your prepaid return label:

Returns are always free and refunds are issued in the original form of payment for all purchases.  Please note that all international sales are final, i.e., we can not accept returns. Please do not hesitate to contact us if anything seems amiss.

What is your exchange policy?

We want you to love your Cotopaxi gear as much as we love making it! If for any reason you are not completely satisfied with your purchase, we gladly accept exchanges on orders shipped within the US within 90 days of purchase. Exchanges are not guaranteed because our stock is limited.
To exchange an item for the same item in a different color/size, please fill out this form :
We will cover the costs of shipping any new item(s) for all exchanges. (Please note that all international sales are final, i.e., we can not accept exchanges.)
If you would like to exchange for a different item (i.e. different coat, backpack, etc.) then we will treat it like a return, and you can place a new order for your new awesome item!

Which methods of payment do you accept?

We accept all major credit cards, including Visa, Mastercard, American Express and Diners.

Do you ship internationally?

Yes we do! Just note that there may be some taxes and customs charges and that free shipping on orders over $99 only applies to shipments in the U.S. Good news is that you will most definitely be able to get your awesome stuff, no matter where you live. Please note that all international sales are final, i.e., we can not accept returns or exchanges.

When can I expect my order?

If you choose the US Ground option, shipping will take 1-7 days. 2-day shipping will arrive two business days after your order is shipped. If you place your order before 11am MST, we provide same-day shipping.

What do I do if my tracking number isn't showing my order?

Mail providers recycle tracking numbers from previous deliveries, so it takes about 8 hours for them to go out with the old and in with the new information. 

I have a $10 Cotopaxi Cash card, how do I use it?

Enter your code at checkout in the discounts section and voilá, your $10 will be applied towards your purchase. *Please note that cards cannot be combined or used with another promotion.