At Brokedown Palace Shop, we’re committed to providing quality outdoor gear and accessories for your adventures. We understand the importance of reliable equipment and strive to make your shopping experience seamless from order to delivery and beyond.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after shipment | $12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after shipment | Free on orders over $50 | EMS |
Please Note: Delivery times are estimates and may vary based on destination. We ship worldwide except to select Asian countries and remote regions. Customs fees or import taxes may apply depending on your location and are the responsibility of the customer.
Returns & Exchanges
We stand behind the quality of our outdoor products—from durable fleeces and reliable camping gear to essential accessories and footwear. If you’re not completely satisfied with your purchase, we offer a straightforward returns process.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days of you receiving your order. All returned items must be unused, unworn, and in their original packaging with tags attached.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Beanies & Bobble Hats (due to close head contact)
- Gloves
- Footwear (if tried on outside or without protective sole covers)
- Bottles & Flasks (if opened or used)
- Books (if opened or with damaged spine)
How to Initiate a Return or Exchange
- Contact our customer service team at [email protected] within 15 days of receiving your order.
- Provide your order number and details about the item you wish to return or exchange.
- Our team will respond within 48 hours with a Return Authorization Number and shipping instructions.
- Package the item securely in its original packaging and include the Return Authorization Number on the outside of the package.
- Ship the package to our returns center: Brokedown Palace Shop Returns
1076 Ashton Lane
Austin, TX 78741
USA
Important: We recommend using a trackable shipping method for your return. Brokedown Palace Shop is not responsible for items lost in transit without a tracking number.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product). For exchanges, we’ll cover the shipping costs to send your replacement item.
Refund Processing
Once we receive and inspect your returned item:
- Refunds will be processed within 5-7 business days
- Your refund will be issued to your original payment method
- Please allow additional time for the refund to appear in your account, depending on your financial institution
- Shipping costs are non-refundable unless the return is due to our error
Exchange Processing
For exchanges:
- We will process your exchange within 3-5 business days of receiving your return
- You will receive tracking information once your replacement item ships
- Exchanges are subject to product availability
Return Request Template
Use the following template when emailing us about your return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Brokedown Palace Shop Customer Service,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Product Name: [Product Name]
Reason for Return/Exchange: [Please specify reason]
Please advise on the next steps and provide the Return Authorization Number.
Thank you,
[Your Full Name]
[Your Email Address]
Need Help?
Our customer service team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond promptly.
At Brokedown Palace Shop, we’re committed to ensuring your satisfaction with every purchase. We appreciate your trust in our products and strive to make the returns process as hassle-free as possible.
Happy adventuring!
The Brokedown Palace Shop Team