Shipping & Returns

Recreation Outfitters Inc. will only accept qualifying 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 with the retailer. 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 at your expense 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 to you at your expense the same way it was originally shipped unless requested otherwise. Our products all have a limited warranty against manufacturers defects but we do not replace products deemed damaged by normal wear and tear.

If you require a replacement buckle for a Deuter pack, please fill out this form in full.

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 knowing everything there is to know about the brands and products we sell and distribute.  We are users, so we can speak with experience about the different models of deuter backpacks and sleeping bags we sell, and steer you in the right direction when choosing a Kid Carrier to fit your needs. We can also help you find the best Devold Merino clothing for your next outing or the right colltex climbing skins to reach your backcountry goals.  There are so many different types of shoes and boots on the market, we can help you get into the right footwear for your next hike, scramble, climb or just for exploring the city in comfort. That’s because we sell winter boots from FUBUKI Boots to keep your feet warm and dry in the winter, Kayland boots and shoes for hikes and climbs with or without a pack and Trezeta Footwear when you want to explore in style on or off the trail.

Please contact our Customer Service department toll-free in North America 1-888-322-3351, email [email protected] or use our Facebook messenger chat feature with any questions regarding our brands and styles.

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 [email protected]

How do I return an item?

Please call our Customer Service department toll free in North America 1-888-322-3351 x106, email [email protected] 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.


A Return in 4 Easy Steps

  1. Request a Return Authorization Number (RA#). Please see above. You may be asked to supply photos of defected products.
  2. Re-pack your package (original packaging where possible) with the product you’re returning inside.
  3. Apply or address shipping label to ROI Recreation Outfitters warehouse address (see below)
  4. 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?

Yes we do. We ship colltex climbing skins, Trezeta footwear and Kayland footwear across the border to customers in the US. Products from Deuter, FUBUKI Boots, and Devold 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 this form 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.

Head Office / Warehouse

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

Phone: 604.320.3350
Toll free Phone: 1.888.322.3351
Fax: 604.320.3355

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