Polar Series

Frequently asked questions

Orders& Shipping

All Orders typically ship within 24 hours
once the order has been placed. Orders ship Monday through Friday excluding Holidays. You will receive a shipping confirmation email with tracking number once the order has shipped from the warehouse. Please note that we do our absolute best to ship your order as soon as possible, but during busy sale periods high order volume may slow us down. During these periods the actual delivery date may differ from the estimated delivery dates seen in checkout.

In our attempt to process and ship your order as fast as possible, orders cannot be changed or cancelled after they are placed. We want to get people out on the mountain with their new gear as quickly as possible, so we begin processing orders as soon as they are received. Unfortunately, this means we are unable to cancel or modify an order once it has entered the system.

We ship orders to many regions worldwide. Remote locations including Alaska, Hawaii and other rural/island zones will incur additional courier surcharges. We will reach out to you before dispatching your order to inform you of any extra shipping fees. You may choose to accept the surcharge or cancel your order for a full refund with no additional charges.
*Note: Sorry, we cannot ship to post office boxes or APO/FPO addresses, freight forwarding companies are not supported either.

If an item ordered becomes out of stock, you will receive an email detailing the item in question. You will not be charged for the item.

we currently support PayPal and Stripe for all transactions. we plan to add more payment options in the future. Feel free to contact us if you have any payment method suggestions.

we offer free‑shipping for most regions
when your order subtotal reaches $100 USD. For remote, island and rural locations, extra courier remote surcharges may still apply even if your order
meets the free‑shipping threshold. we will contact you before shipment to
inform you of any additional fees. You may choose to accept the surcharge or cancel your order for a full refund with no extra charges.

Returns & Exchanges

All unused goods enjoy a standard 30-day
return window starting from the date you receive your package. Holiday extended
return window: Any unused items ordered between November 1 and December 31 can
be returned until January 31.

Items must remain brand new, unworn and
unwashed. All original tags, packaging, accessories and spare parts must be
intact and attached. All products are subject to inspection.

The following items are ineligible for
return:

Spare parts
Items marked “Final Sale”
Gift Cards and Electronic Gift Cards Other special exclusions
may apply.

Only items purchased directly via keyofmountain.com
are eligible for return. Goods bought through third-party retailers must follow
their respective return regulations. We do not support cross-region returns;
items shipped to one country cannot be returned to another region.
To start your return, please visit our Return Portal.

If you initiate a return for personal
reasons such as poor fit, unsatisfied style or changed mind, you are
responsible for all international return shipping fees, customs duties and
handling costs to send items back to our warehouse in China. We do not provide
pre-paid international shipping labels. If the return is caused by our
manufacturing defect, wrong item delivery or description mismatch, we will
cover all valid return shipping costs after you provide valid shipping
receipts. Shipping costs and customs taxes collected at checkout are non-refundable
in most cases.

You can expect a full refund for the cost
of the merchandise to the original form of payment 7 to 14 days after we
receive your return. Shipping charges are non-refundable. It may take up to 30
days to be visible on your credit card statement.

Start your return via our official return
portal with your order number and registered email address. If you use our
pre-provided return shipping label for domestic local returns, a fixed shipping
charge will be deducted from the refund. This pre-paid shipping label option is
only offered in areas serviced by our courier partners.

If returning multiple separate items,
generate an independent shipping label for each package through the portal.
This allows us to track every item separately and process refunds efficiently.

Please retain your original shipping box
for returns. Reusing the outer carton protects your apparel during transit. Do
NOT ship items only in retail packaging (branded inner bags, product boxes or
sleeves) without an outer shipping box. Returns damaged due to insufficient
packaging will be rejected.

If you would like assistance with the
process, please contact our customer support through our website contact page.

We are not able to accommodate direct
exchanges. You may return your item(s) for a full refund and place a new order.
All returns must be submitted within our standard 30-day return window. Refunds
will be processed as soon as we receive and inspect your return.

We do not offer price adjustment or price
matching after purchase. If your item goes on sale after checkout, no partial
refunds will be issued. If your product is unused and fully compliant with our
return policy, you may return it for a full refund within 30 days of purchase.