FAQ
Who are we?
Kay and Olivia! Two long-time friends with a passion for adventure and outdoor living. We wanted to curate a list of great products for fellow travelers.
How can you reach us?
Email us at support@viajogear.com and we will be on touch as soon as possible. Please be sure to include a subject line in your email. Or call us at 612-451-1955 and leave a voice message. We will respond to you within two business days.
Sales Tax
Sales tax will be charged on orders in states where it is required by law. If you are tax-exempt, please email before you place an order at support@viajogear.com with the subject line TAX-EXEMPTION to request for sales tax removal. Be sure to include a PDF copy of your exemption certificate.
Shipping
We offer free shipping to continental USA for all items under 50lbs. For Items over 50lbs a flat rate of $9.00 shipping fee is applied to accommodate the additional labor and handling costs.
If you live In Hawaii, Alaska or outside of the USA please email us for shipping costs before placing an order. Please email us at support@viajogear.com with the subject line LONG DISTANCE SHIPPING.
Shipping times are set by our manufacturing partners and may vary by product. Most orders are processed and shipped within 1-2 business days, and most products will arrive within 7-14 business days. However, please be aware that these are estimates and orders could take longer to arrive. Please contact us with any questions about your order.
Returns
You’re welcome to return unused items in their original packaging within 30 days, as long as they’re still in sellable condition. If you want to cancel after an item has shipped or decide not to accept the delivery, our standard return policy will apply. Just a heads-up — return shipping costs are your responsibility.
Please note: Each of our manufacturing partners set their own return policies. We cannot guarantee a standardized timeframe for the return process and there may be additional steps to take once a return is initiated. Please refer directly to the manufactures web page for more information on the specific return policy. Returns are at the discretion of the manufacturer.
To initiate a return please email support@viajogear.com with RETURN in the subject line.
Damaged Items
If your item is damaged in transit or during proper use, please email us as soon as possible at support@viajogear.com. In your email please include a detailed description of the damage, pictures of the damage, as well as your order number. We will then assist by initiating a return with the manufacturer. Viajo Gear will not be liable for any damage.
Order Cancellation
Our goal is to get products to you as soon as possible and we process orders each weekday. Order cancellations are not possible once an order has been processed, but you are able to return unused items within 30 days of purchase. Please refer to our return policy for more details.
Order Tracking
When you place an order our team sends the order to the manufacturer for fulfillment. Once the manufacturer has processed your order, our team will email you with your tracking number.
Website Security
Our store is powered by Shopify, which uses advanced security measures to keep your information safe. All data is protected with 256-bit SSL encryption, and payments are processed through Shopify’s PCI DSS Level 1 compliant system—the highest standard of payment security. We never store your credit card details, and Shopify’s platform is continuously monitored to help prevent unauthorized access. You can shop with confidence knowing your personal and payment information is secure. For more details, please refer to Shopify’s security information.