Dear Fellow Outdoor Enthusiast
The COVID-19 pandemic has hit everyone hard and in so many different ways. We hope you are staying positive and finding your way through this crisis.
We feel part of a larger community and we want to do our part to protect the safety of our personnel as well as prevent further spread of COVID-19. Therefore, ROI Recreation Outfitters will be temporarily closing operations effective Thursday, March 26. All offices and warehouse will be closed. There will be limited people to respond to phone calls or emails. We apologize for any inconvenience this may cause and appreciate your patience during this unprecedented time. We will reopen when the pandemic is under control and upon the advice of health officials that it is safe to do so.
During this closure please direct your enquiry to firstname.lastname@example.org. This box is not checked daily but your email will be responded to in as timely a manner as possible.
Take care of yourself and each other
The ROI Team
Experts agree that active alone-time outdoors complies with social distancing practices, and that exercise is vital to fending off this virus. So, take some time and get outside to invest in your physical and mental health – just be safe.
How do I get more detail on your products or get advice for what is the best style for me?
ROI prides itself on product knowledge of our high-quality brands. We are also users of our brands in the Outdoors, so can speak with experience about Deuter Packs, Sleeping Bags, Child Carriers and accessories, Hestra Gloves, Devold Merino, Colltex Climbing Skins, Treksta Footwear, and Dahlgren Socks. At this time please direct all inquiries to email@example.com and we’ll do our best to respond to you in a timely manner.
Do you offer free shipping?
Yes! ROI is the Exclusive Distributor for all of the Brands listed on our website. We encourage customers to shop through our knowledgeable retailers (see our Retailer Locator), but realize some stores aren’t easy to get to, or that the complete selection of product offered and the most in-depth product knowledge may come from our website and the Online Shopping experience. For those shoppers, we offer free shipping on orders over $99. We will never undercut our retailers by offering discounts, except occasionally in our clear-out section or as part of a limited-time offer. We encourage shopping through our many retailers.
How long does it take to get my order?
If an order is entered before noon on a business day, it might be shipped that afternoon. If not, all orders are intended to be shipped within 48 hours. Standard shipping is UPS ground, or equivalent 2-5 business days is usual, but not guaranteed. If a faster service is required, please contact our Customer Service department toll-free in North America 1-877-322-3351 x105 or email firstname.lastname@example.org
How do I return an item?
Please call our Customer Service department toll free in North America 1-877-322-3351 x105, email email@example.com or use our FaceBook messenger chat feature to start the process for your particular return. All returns must have a Return Authorization Number (RA#) that will be issued to you by our warranty department and must be clearly written on the outside of any returning goods.
NO FRICTION RETURNS AND EXCHANGES
A Return in 4 Easy Steps
- Request a Return Authorization Number (RA#). Please see above. You may be asked to supply photos of defected products.
- Re-pack your package (original packaging where possible) with the product you’re returning inside.
- Apply or address shipping label to ROI Recreation Outfitters warehouse address (see below)
- Take the package to Canada Post or a courier of your choosing.
Boom! We’ll confirm receipt of your return and process accordingly.
Do you ship to the US or outside Canada?
Products from Colltex, Treksta, and Dahlgren are available and ship to customers in the US. Products from Deuter and Hestra are not available to ship to US customers or outside Canada but are available on their US websites and through their US dealers. Please contact customer service through our online form below if you have any other questions.
Replacement Buckle Request Form
Do you have a Deuter backpack with a broken buckle? We can get you a replacement, but we need a few key bits of information first.
To expedite the process please locate and record the code found on the back of the buckle and complete the form below in full. If you are not able to find the buckle code, indicate the pack model and size, where the specific buckle is located on the pack and the colour of the buckle within the message area of the form.
153 East 1st. Street
North Vancouver, B.C.
Canada V7L 1B2
Toll free Phone: 1.877.322.3351
Toll free Fax: 1.877.322.3359
3058 Beta Ave.,
Canada V5G 4K4
Toll free Phone: 1.888.322.3351