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Returns Policy

We want you to love our shoes as much as we do! The Summit by White Mountain Customer Service and Warehouse Team live and work among the majestic White Mountains of New Hampshire and come to work every day building happy customers the American way. If for any reason you are not happy with your purchase, you may return the item(s) within 60 days of the shipment date. Shipping charges (if any) are non-refundable.

 

We are happy to provide a PREPAID LABEL for ALL RETURNS from within the Continental US. You may manage your returns from My Account or call our dedicated on site Customer Service team in our home state of NH. If you use our prepaid return label (after your return request is approved) your return shipping will be free.  We inspect and repackage returned merchandise so another customer will receive shoes in brand new condition. If you choose to return items not using our prepaid label then return shipping will be at the customers expense.

 

We strive to adhere to the highest quality standards when processing returned items. Shoes should be returned in unworn and unused condition and in their original product packaging. A separate box should be used to ship your shoes with the original shoebox. We are sorry we can't accept returns of worn shoes.

 

Summit by White Mountain Footwear accepts returned merchandise for products purchased from our online site(s) only and not from other retailers. Purchases from other retailers must be returned to the store from which it was originally purchased and is subject to the returns policy of the originating retailer.

 

We appreciate your business and always go the extra mile to satisfy our customers!

To place a return:

RETURNING FROM INSIDE THE CONTINENTAL US

RETURNING FROM OUTSIDE OF THE CONTINENTAL US

RETURNING FROM CANADA

 

 

RETURNING FROM INSIDE THE CONTINENTAL US

Step one: Request an RMA (Return Merchandise Authorization) number from us. To do this, log in to your account, open the 'My Orders' tab and click the 'Return’ link in the top right hand corner. If you do not have an account with us, you can log in using your order information here.

 

Enter your quantity to return, your reason for return and the item’s condition. To add more items to the return request, simply click the 'add item to return' link at the bottom of the page and then repeat the steps. When you are finished, click 'Save'. This will submit your RMA number request to us.

 

Once your return request is approved, usually within 1 business day, you will be sent an RMA number via email, together with a link to your return shipping label.

 

Step two: Complete the return form included in your original order and put it inside your package. If you have misplaced it, you can download another one here.

 

Step three: Pack up your shoes, affix your return shipping label to the package and take it into any UPS drop off location. Hand it to a representative who will scan the label to ensure that the package is properly tendered and shipped back to us. Please note that a small fee of $5.00 will be deducted from your refund if you chose to return using our shipping label.

 

If you do not wish to use our return shipping label, please follow steps one and two above and then return the package via a method of your choice to:

eCommerce Returns Department
White Mountain Footwear Group
20 Whitcher Street
Lisbon, NH 03585
Please note that, because we cannot be responsible for packages mailed to us in this way, we suggest that you use a trackable and insured mail service to ensure a safe and documented delivery back to our warehouse.

 

Step four: Please allow up to 1 week from the time we receive your shipment for your refund to be processed. Shipping fees will not be refunded.

 

RETURNING FROM OUTSIDE OF THE CONTINENTAL US

This includes APOs/FPOs/DPOs, Alaska, Hawaii, Puerto Rico and the United States Virgin Islands.

 

Step one: Request an RMA (Return Merchandise Authorization) number from us. To do this, log in to your account, open the 'My Orders' tab and click the 'Return’ link in the top right hand corner. If you do not have an account with us, you can log in using your order information here.

 

Enter your quantity to return, your reason for return and the item’s condition. To add more items to the return request, simply click the 'add item to return' link at the bottom of the page and then repeat the steps. When you are finished, click 'Save'. This will submit your RMA number request to us.

Once your return request is approved, usually within 1 business day, you will be sent an RMA number via email, together with a link to your return shipping label.

 

Step two: Complete the return form included in your original order and put it inside your package. If you have misplaced it, you can download another one here.

 

Step three: Pack up your shoes, affix your return shipping label to the package and take it into any UPS drop off location. Hand it to a representative who will scan the label to ensure that the package is properly tendered and shipped back to us. Please note that the actual return shipping rate of your package will be deducted from your refund if you chose to return using our shipping label.

 

If you do not wish to use our return shipping label, please follow steps one and two above and then return the package via a method of your choice to:
eCommerce Returns Department
White Mountain Footwear Group
20 Whitcher Street
Lisbon, NH 03585

 

Please note that, because we cannot be responsible for packages mailed to us in this way, we suggest that you use a trackable and insured mail service to ensure a safe and documented delivery back to our warehouse.

 

Step four: Please allow up to 1 week from the time we receive your shipment for your refund to be processed. Shipping fees will not be refunded.

 

RETURNING FROM CANADA

Step one: Request an RMA (Return Merchandise Authorization) number from us. To do this, log in to your account, open the 'My Orders' tab and click the 'Return’ link in the top right hand corner. If you do not have an account with us, you can log in using your order information here.

 

Enter your quantity to return, your reason for return and the item’s condition. To add more items to the return request, simply click the 'add item to return' link at the bottom of the page and then repeat the steps. When you are finished, click 'Save'. This will submit your RMA number request to us.


If you do not have an account with us, a RMA number should be requested via customer service (you can call us at 603-838-6323 or send us an email). Please tell us your reason for return and have your order number ready!
Once your return request is approved, usually within 1 business day, you will be sent an RMA number via email.

 

Step two: Complete the return form included in your original order and put it inside your package. If you have misplaced it, you can download another one here. Please be sure to include the RMA number on your return form. Returns received back in our warehouse without an RMA number cannot be processed.

 

Step three: Mail the package to us at:
eCommerce Returns Department
White Mountain Footwear Group
20 Whitcher Street
Lisbon, NH 03585

 

Please note that, because we cannot be responsible for packages mailed to us, we suggest that you use a trackable and insured mail service to ensure a safe and documented delivery back to our warehouse.

 

Step four: Please allow up to 1 week from the time we receive your shipment for your refund (less return shipping fee, where applicable) to be processed. Shipping fees will not be refunded.

 

DAMAGED, DEFECTIVE, OR INCORRECTLY SENT ITEMS
If you are experiencing a problem with your order, please contact us as soon as possible. In your email, please provide as much detail as you can about your issue, including your order number and the name of the product(s) you have concerns with. We will work with you to resolve the issue as quickly and as efficiently as possible. If a return is necessary as a result of our error (including damaged products, defective products, or incorrect shipments), all return shipping costs will be refunded in full and the customer may be issued with their choice of either a replacement item (if available), or a full refund (including all shipping fees).

 

ORDER CANCELLATION AND ADJUSTMENTS
If you would like to cancel or adjust an order you have placed, please contact us immediately. Please provide your full name, order # and full details of what you would like to do. A Customer Care representative will be in touch with you and we will endeavor, wherever possible, to modify your order.

 

Please note that, if your order has already shipped, we are unfortunately unable to make any adjustments at that point. Upon receipt of your order, please return your item(s) in accordance with our Return Policy (as stated above).