Cotopaxn Customer Service Policy

At Cotopaxn, we believe exceptional customer service is as essential as the innovative outdoor products and purpose-driven experiences we offer. Our team is dedicated to supporting you at every step—whether you’re exploring gear, planning an adventure, or seeking help with an order. This policy outlines how we deliver reliable, empathetic service and what you can expect when you reach out to us.

1. Our Service Mission

Our customer service team operates on three core principles, aligned with our brand’s commitment to adventure and impact:

  • Clarity: We provide straightforward, accurate answers to your questions—no jargon, no delays.
  • Empathy: We understand outdoor journeys (and online shopping!) can have unexpected hiccups, and we’re here to resolve issues with patience and care.
  • Purpose: Every interaction we have is rooted in our mission to make adventure matter—so we’ll also share how your purchase supports sustainable poverty relief, if you’d like to learn more.

2. What We Support

We’re here to help with all aspects of your Cotopaxn experience, including but not limited to:

  • Order Inquiries: Tracking updates, shipping status, payment confirmations, or changes to your order (e.g., updating a shipping address before dispatch).
  • Product Questions: Details about product features, sizing, materials, care instructions, or availability of specific items.
  • Returns & Refunds: Guidance on initiating returns, checking the status of a returned item, or following up on refund processing (consistent with our [Terms of Purchase](link to Terms of Purchase)).
  • Experience Support: Information about guided outdoor experiences (e.g., itineraries, packing lists, health requirements), booking assistance, or changes to your experience reservation.
  • Account Help: Troubleshooting login issues, updating account details, or managing communication preferences.
  • Feedback & Concerns: Addressing any issues with your product, experience, or interaction with our team—and using your feedback to improve our services.

3. How to Reach Us

We offer a primary, reliable channel to ensure your inquiry is routed to the right team member quickly:

  • Email: Send detailed questions or requests to [email protected]. This is our preferred method, as it allows us to gather necessary details (e.g., order numbers, product names) and provide thorough, documented responses.

For urgent matters related to active experiences (e.g., last-minute changes to a trip itinerary), we’ll share a dedicated phone number with participants upon booking—ensuring you have direct access to your guide or our experience coordination team.

4. Response Times

We prioritize timely communication to keep your adventure on track:

  • General Inquiries (Orders, Products, Account Help): We aim to respond to all emails within 24-48 business hours (Monday–Friday, excluding major U.S. holidays: Thanksgiving, Christmas, New Year’s Day).
  • Urgent Experience Matters: For active experience participants with a dedicated phone number, we strive to respond to calls or voicemails within 1-2 hours during standard business hours (9:00 AM–5:00 PM MST).
  • Returns & Refunds Follow-Up: Once you’ve initiated a return, we’ll confirm receipt of your item within 3-5 business days of delivery to our warehouse, and update you on refund status within 1 business day of approval (consistent with our 5-10 day refund processing timeline in the Terms of Purchase).

If you haven’t received a response within our stated timeframe, please check your spam folder—sometimes our emails are filtered incorrectly. If it’s not there, resend your inquiry with “Follow-Up: [Original Subject]” in the subject line, and we’ll prioritize it.

5. Resolving Issues: Our Process

We want to make sure every concern is addressed fully. Here’s how we handle issues:

  1. Listen & Clarify: When you share a problem (e.g., a damaged product, a delayed order), we’ll first confirm we understand the details—asking for additional information (like photos of a damaged item or your order number) if needed.
  2. Act Quickly: We’ll take immediate steps to resolve the issue, such as:
  • Sending a replacement for a damaged/incorrect product (at no cost to you).
  • Escalating a delayed shipment to our logistics team for tracking updates.
  • Adjusting your experience reservation to accommodate last-minute changes (where possible).
  1. Follow Up: After resolving the issue, we’ll check in with you within 3-5 business days to ensure you’re satisfied with the outcome.
  2. Learn & Improve: We document all feedback and use it to refine our products, processes, and service—so we can prevent similar issues from happening again.

6. Special Considerations for Experiences

Our outdoor experiences require extra coordination, so we have dedicated support for participants:

  • Pre-Experience Preparation: At least 2 weeks before your trip, we’ll send a detailed guide with packing lists, meeting points, and contact information for your guide. If you have questions before then, our experience team will respond within 24 business hours.
  • During Your Experience: Your guide will have a direct line to our support team for on-the-ground issues (e.g., weather changes, equipment adjustments). You can also reach our after-hours emergency line (provided in your pre-trip guide) for urgent concerns.
  • Post-Experience Feedback: Within 1 week of your experience ending, we’ll send a short survey to gather your input—and we’ll respond to any post-trip questions or concerns within 48 hours.

7. Accessibility

We’re committed to making our customer service accessible to all users. If you need assistance in a specific format (e.g., large print, screen-reader-friendly responses) or have other accessibility needs, please note this in your email, and we’ll accommodate your request.

8. Feedback

We welcome your thoughts—positive or constructive! If you had a great experience with our customer service team, or if there’s something we could do better, email us at [email protected] with “Feedback” in the subject line. Your input helps us grow and serve our community of adventurers better.

Need Help Now?

If you have an urgent request, send an email to [email protected] with “URGENT” in the subject line, and we’ll prioritize it. For experience-related emergencies, use the dedicated phone number provided in your booking confirmation.

Thank you for being part of the Cotopaxn community—we’re excited to help you chase adventure and make a difference.