Shipping/ Returns/ Warranty

Recreation Outfitters Inc. will accept returns and/or exchanges for products purchased through our website. If you purchased your product through one of our retail store partners, please return the product directly to the one where you purchased it. Our refund policy for online sales direct from is any request for refund must be made within 30 days of original purchase. For items to qualify for a refund they need to be in new condition with all original packaging. Please ship the package with a reputable company so you can track the package to ensure we received it. Please plan for about 2-3 weeks turn-around time to get the return credited or exchange shipped out to you. We will ship the product back out to you free of charge by the same way it was originally shipped.

If you require a replacement buckle for a Deuter pack, please go to FAQs below and click on Deuter > Replacement Buckle Request Form.

Please review our FAQs first. If your questions or concerns are not answered, use the form below to contact us before doing any of the above so we can ensure the process goes smoothly. 


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.  Please contact our Customer Service department toll-free in North America 1-877-322-3351 x105 or email with any questions regarding our brands and styles.

Do you offer free shipping?

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 most in-depth product knowledge may come from our website and 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 with limited-time offers. 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

How do I return an item?

Please call our Customer Service department toll free in North America 1-877-322-3351 x105 or email 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.

Do you ship to the US?

Products from Colltex, Treksta, and Dahlgren are available and ship to customers in the US. Products from Deuter, Devold, and Hestra are not available to ship to US customers or outside Canada but are available on their US or parent websites and through their US or European dealers.

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.

General Contact Form


153 East 1st. Street
North Vancouver, B.C.
Canada  V7L 1B2

Phone: 604.982.0001
Toll free Phone: 1.877.322.3351
Fax: 604.982.0006
Toll free Fax: 1.877.322.3359


3058 Beta Ave.,
Burnaby, B.C.
Canada  V5G 4K4

Phone: 604.320.3350
Toll free Phone: 1.888.322.3351
Fax: 604.320.3355

Shop Now! All the ROI Brands and Products are Available Online.

Deuter | Hestra | Devold |Treksta | Colltex | Dahlgren

View our complete catalogue of premium outdoor products.

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