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Customer Service

  • General Frequently Asked Questions

  • Black Friday / Cyber Monday Sale 2016

    50% off site wide for a limited time.

    Offer valid on purchase of items online at www.montrail.com or at any Montrail brand retail store in the U.S. between 9:00 p.m. PST 11/21/2016 and 9:00 p.m. PST 11/29/2016. Restrictions apply. Offer may not be applied to prior purchases, combined with any other offer or discount, redeemed by employees, or applied to gift card purchases, applicable taxes or shipping charges. Montrail reserves the right to change or cancel this offer at any time. Void where prohibited, restricted or taxed. Cash value 1/100¢. Montrail is the registered trademarks of Montrail, Inc. ©2016 Montrail, Inc. All rights reserved. Expires 11/29/2016.

  • 4-Day Columbus Day Sale

    30% off full price styles for a limited time.

    Offer valid on purchase of select items online at www.montrail.com between 9:00 p.m. PST 10/6/2016 and 9:00 p.m. PST 10/10/2016. Restrictions apply. Offer may not be applied to prior purchases, combined with any other offer or discount, redeemed by store employees, or applied to gift card purchases, applicable taxes or shipping charges. Montrail reserves the right to change or cancel this offer at any time. Void where prohibited, restricted or taxed. Cash value 1/100¢. Montrail and the Montrail design logo are registered trademarks of Montrail, Inc. ©2016 Montrail, Inc. All rights reserved. Expires 9:00 p.m. PST 10/10/2016.

  • Footwear One-Year Limited Warranty

  • What This Warranty Covers:
    This One-Year Limited Warranty covers defects in materials and workmanship in Montrail brand footwear manufactured by Columbia Sportswear Company or its affiliates. Only original, unaltered, and unmodified materials and workmanship are covered by this policy. Damages caused by misuse, abuse, accidents, neglect, the natural breakdown of materials over time, or problems that may be reasonably expected with normal wear or failure to follow care instructions are not covered by this Limited Warranty.
  • How Long This Warranty Lasts:
    This Limited Warranty lasts for one year from the date of purchase. Coverage ends if you sell or transfer the product.
  • What We Will Do:
    The Montrail Warranty Department will inspect the Footwear at no charge to you. If the Warranty Department determines, in its sole discretion, that the Footwear has a defect covered under this Limited Warranty, we will repair the item, replace the item, or issue a merchandise credit for the item's current value. We expect to replace or repair items within 4-6 weeks of inspection. However, depending on the season, inventory level, or product it may take longer to replace certain items. If the defective product is not repairable and an identical product is not available, we will issue a merchandise credit for the item's current value. We will discard your product if it is covered under our Limited Warranty when we assist in providing an alternative, yet comparable product. If you would like your original product returned instead of receiving a comparable replacement, please check the box on the printable warranty form or call us, no later than 20 days after you ship your product at 1-855-698-7245.
  • How To Get Warranty Service:
    You may seek resolution directly through the retailer where you purchased the Footwear. In many cases, the retailer will be able to assist you. You may also send your pair of Montrail footwear to us. Footwear must be cleaned prior to shipment according to its care instructions.
  • Montrail Warranty Frequently Asked Questions

  • How can I contact you with questions regarding warranty?
    You can email us directly by going here, otherwise please call us at 1-855-698-7245 (press option 3 for Warranty Department). Our hours of operation are Mon-Fri, 8am-5pm (PST)
  • What is the Warranty address to ship items to?
    Montrail
    Attention: Warranty Department
    7000 N Leadbetter Rd
    Portland, OR 97203

    *Please note: This is only for warranties where a replacement will be shipped back to a US address. For international warranty inquiries, please call or email us for more information.
  • Do You Ship Internationally?
    While we do not ship directly to international locations at this time from the United States, we do accept most international credit cards. International consumers can ship their Montrail.com purchases to a friend or family member in the United States for forwarding to their international address.
  • Where Are Your Shoes Made?
    We contract suppliers throughout the globe to manufacture our shoes. And, because we recognize that there are different legal and cultural environments in which contractors operate throughout the world, we have established the "Standards of Manufacturing Practices" (SMP) to which all suppliers doing business with Montrail must agree to meet.
  • Can I Exchange My Montrail.com Purchase?
    If you would like to exchange your purchase for another item you will need to return the original item and call a Montrail Representative at 1-855-698-7245. The Representative will place your exchange order with free Ground shipping. Your credit card will then be charged for the new product. Once your return is received and processed, your credit card will be credited for the original product price plus any applicable taxes.

    Please note that original shipping, handling or other additional charges will not be refunded.

    Here are tips for an easy return of your purchase:

    * Returns are accepted within 60 days of the purchase date.

    * Your footwear must be in original and unworn condition.

    * Please pack and ship your merchandise using the postal carrier of your choice. Our packaging is reusable! Feel free to return the product in the same package we used to send it to you.

    * Please use the tear-off return form and pre-printed label from your original packing slip.

    * For your protection, please use a traceable shipping method to send us your return!

  • How Does Easy Returns Work?
    Here at Montrail, we have an Easy Returns system. Please follow the guidelines below:

    * Returns are accepted within 60 days of the purchase date.

    * Your footwear must be in original and unworn condition, with tags still attached.

    * Please pack and ship your merchandise using the postal carrier of your choice. Our packaging is reusable! Feel free to return the product in the same package we used to send it to you.

    * Please use the tear-off return form and pre-printed label from your original packing slip, as this expedites the processing of your return. Postage is not prepaid on yourlabel; you are responsible for the shipping charges to return your item to us, and we recommend you use a traceable shipping method to send us your return!

    Here's what we'll do:

    * Our team will receive your package and verify its contents. You'll receive an email indicating we've received your return.

    * Your returned product will be inspected to ensure it is unworn and in original condition.

  • Columbia Montrail FAQs

  • What is happening with the Montrail brand in Spring 2017?
    Montrail will become Columbia Montrail, a comprehensive collection of trail running shoes and apparel. In merging Columbia’s innovative spirit with Montrail’s trail running heritage, you’ll experience the same iconic fit, construction, and technologies that you’ve come to rely on, only better.
  • Is the Montrail website going away?
    Yes, it will go away once we launch our new Columbia Montrail line on 2/1/17. If you have a Montrail email account it will redirect to Columbia unless you opt out.
  • When can I buy Montrail product until?
    As long as inventory lasts.
  • Will the Columbia Montrail product be the same as the original Montrail product?
    While the line will expand under the new Columbia Montrail branding, including footwear and apparel, the core Montrail products will retain the original fit, feel, and technologies.
  • What if I want to return my Montrail product after 2/1/17?
    All purchases made in January 2017 will be eligible for the 30 Day Return Policy, even if the return date occurs when the site is no longer live. Simply follow the return instructions provided in the packing slip.
  • What if I have a merchandise credit for Montrail product?
    You can also use your merchandise credit on Columbia.com from 2/1/17 onward.
  • How can I receive updates on the new product launch?
    Join our Columbia.com email list and be the first to hear about new products, special offers, and more.
  • Who can I contact if I have questions about my Montrail account and/or orders after 2/1/17?
    All Montrail order history will no longer be live after 2/1/17. Please contact Customer Care at Columbia.com or via phone at: (800) 622-6953 M-F 5am - 8pm PST.
  • What is the history between Montrail and Columbia?
    Montrail was founded as OneSport in 1982, rebranded as Montrail in 1997, and acquired by Columbia Sportswear in 2006. Montrail has been long been recognized as the original trail running brand.
  • When will the Columbia Montrail line be available?
    2/1/17
  • Can I exchange my Montrail product?
    We don’t currently offer exchanges. But if you wish to return your product after 2/1/17, you can purchase Columbia Montrail. If you were issued Montrail Merchandise Credit, you can also use it to buy Columbia Montrail.
  • Is the warranty on my Montrail product still valid after 2/1/17?
    Yes.
  • Will I still get emails from Montrail?
    No. You will automatically get Columbia emails. If you don’t want to continue, please opt out.
  • Is my store credit/gift card still valid?
    Yes, you can use it on all Columbia products.