/ Customer Service / Frequently Asked Questions

Frequently Asked Questions

Problems with the Site

Why can't I add certain items to the shopping cart?: There are certain items that we are unable to ship to certain countries. If you have selected your country while viewing a item and are unable to add the item to your cart, it means that we are unfortunately unable to ship that item to your country.
Why can't I proceed with checkout?: There are certain items that we are unable to ship to certain countries. If you added items to the shopping cart and changed your country during the checkout process, there are items in your shopping cart that can't be sent to the country your selected.
Why isn't my country listed?: Though we offer international shipping to most of the world, we are unable to ship to every country on the planet. If you don't see your country listed, we are unable to ship to your country at this time.
Why do I need to select my country?: There are certain items that we are unable to ship to certain countries. By selecting your country you will be able to view all of the items we are able to ship to your selected country.
Why does the size I selected disappear when I change the color for an item?: If you change the color for an item and we don't have that color/size in stock, your size selection will disappear and you will need to reselect the size.

Payment Information

What payment method do you accept?

Our website currently accepts;

Visa
MasterCard
American Express
Discover

Shipping Information

Are Holiday Shipments Available?

Orders are not processed at our Distribution Center on the following Holidays:

New Year's Day
President's Day
Memorial Day
4th of July
Labor Day
Thanksgiving
Day after Thanksgiving
Christmas

What Shipping methods do you use?

Continental United States: UPS
PO Boxes: USPS
Alaska and Hawaii: USPS
International (incl. Canada): USPS (United States Postal Service)

Please note that shipping methods may change without prior notification.

Which countries do you ship to?

We do not ship to countires that are not listed on the drop down list.

For the following countries, please contact our local partners;

Hong Kong: Montbell Hong Kong
Korea: MBK Corporation Co., Ltd.
Taiwan: Montbell Taiwan
Australia: Larry Adler Ski & Outdoor
Singapore: X-Boundaries

What should I do if an item in my cart cnnot be shipped to my country?

Once you have proceeded to Check Out and have filled out the Billing & Shipping Information, the webpage will highlight any items that cannot be shipped. Please reduce the highlighted quantity to zero, and click the update button. Your order detail will be updated accordingly.

What are Montbell's shipping policy & rate quotes?

Please click HERE to check our shipping policy & domestic rates.
Please click HERE to check our shipping policy & international rates.

Montbell Club

What is the Montbell Club, how do I become a member?: You can become a Montbell Club Member simply by making a purchase via the Montbell online store or at a Montbell Flagship store. By becoming a Montbell Club Member, you will be eligible to accumulate points with every purchase, and then redeem points towards product discounts on future purchases. Montbell Club Members may also be eligible to receive email newsletters, and information regarding upcoming Montbell events.
How can I use my Montbell Club points?: Please click HERE to see how to use.
Why is my point balance negative?: When a product is returned, the points you earned on that purchase are removed from your account. There are instances where your point balance can become negative when you return a product after using points on a separate purchase. If this happens, points you earn on future purchases are instead used to offset your negative balance.

Purchasing Information

How can I purchase Montbell items?: Please visit our Dealers page to find a retailer in your area. Montbell is committed to our network of authorized and experienced retailers. We encourage you to visit one of these specialty shops to receive expert advice on Montbell products. If there are no Montbell retailers in your local area, you are welcome to purchase items directly from Montbell America Inc. via our online store. Our website currently accepts Visa, MasterCard, American Express, and Discover.
How can I locate a Montbell dealer near me?: Please click HERE to find a Montbell dealer in your area.
How do I contact Montbell America?: Please choose corporate or consumer.
What is Montbell's repair & warranty policy?: Please click HERE to check our repair & warranty policy.
What is Montbell's guarantee?: Please click HERE to check our guarantee.
What is Montbell's return & exchange policy?: Please click HERE to check our return & exchange policy.
Why is my point balance negative?: When a product is returned, the points you earned on that purchase are removed from your account. There are instances where your point balance can become negative when you return a product after using points on a separate purchase. If this happens, points you earn on future purchases are instead used to offset your negative balance or your return amount refund could be reduced to offset the negative balance.
Where does Montbell source its down?: At Montbell, we source down from both the European and Chinese markets to satisfy a variety of characteristics (supply/availability, low cost, consistent quality, humane practices, etc.) and maintain our lofty standards. Every season we seek to balance the superior quality for which we are known and the lowest possible raw materials cost. We change down sourcing companies frequently to insure that our customers have access to superior products at the lowest price possible. In the course of these efforts, Montbell never purchases down from operations that practice "live-plucking" methods. We only utilize down plumes and feathers collected as a by-product of water fowl raised to meet the demands of the food industry. We will continue to look for sources of down that maximize value to our customers and allow Montbell products to perform at the highest level.
Why do I see USA and Japanese sized items online?: Please visit our About Us section to learn more about Montbell. Montbell is globally based in Osaka Japan, and nationally in Boulder, CO. Each season Montbell America, Inc. strives to develop and offer the finest lightweight clothing and equipment available. In addition to our nationally distributed US line, we also import a variety of Japanese sized items in limited numbers. The majority of these specialty items are featured within our Boulder, CO flagship store and some of these items are also available online. Please note* Japanese sized items fit differently, please carefully review the Japanese sizing chart or contact customer service if you are in need of sizing assistance. Unfortunately it is not possible to special order items from Japan.
How do I know what size I need?: Each item's online description will also contain the appropriate sizing chart for that item.
Please click HERE to view our sizing chart.
How do I apply to Montbell's Professional Purchase Program?: Please click HERE to apply to our Professional Purchase Program.
Can I have my Down jacket or sleeping bag over-filled?: No. At this time Montbell does not offer custom work or alterations.
Do you offer custom sizing or alterations?: No. At this time Montbell does not offer custom work or alterations.