Frequently Asked Questions

Due to restrictions that vary by jurisdiction, not all products may be available to your "Ship to" location. Products that cannot be shipped to your "Ship to" location will not be displayed. We recommend contacting our distributor in your country if available for purchasing information. for a list of countries where our distributors are located.

Due to restrictions that vary by jurisdiction, not all products may be available to your "Ship to" location. Products that cannot be shipped to your "Ship to" location will not be displayed. If you access a product page by a direct link, the product will display as "Not carried."

We offer free shipping worldwide on every order. No minimum purchase is required. Shipping is $0.00 for every destination.

Montbell is a Japan-based manufacturer and distributor of outdoor products. In addition to our subsidiaries in the United States and Switzerland, we also have distributor agreements with partner companies around the world, each of which operates Montbell Store(s) and online shopping site(s). for a list of our distributors.

Depending on where you order ships from, the following payment methods are available.

When shipping from Japan

• Credit card: Visa / Mastercard / JCB / Discover / American Express / Diners
• Debit card: Visa / Mastercard / JCB and others
• Alipay
• Cash on Delivery (COD)
  Only available on Japan domestic orders.

When shipping from USA

• Credit card: Visa / Mastercard / JCB / Discover / American Express / Diners
• Debit card: Visa / Mastercard / JCB and others

When shipping from Switzerland

• Credit card: Visa / Mastercard / JCB / Discover / Diners
• Debit card: Visa / Mastercard / JCB and others
• Klarna *Only available when billing and shipping to Switzerland, Germany, the Netherlands, Belgium, Austria or Finland.

Klarna is a deferred payment service that allows you to pay for your order after it has been delivered. You are eligible to use Klarna under the following conditions:

• The order is shipping from Switzerland.
• Billing and shipping addresses are in Austria, Belgium, Finland, Germany, and the Netherlands.
• The order is under 1,000 CHF or 1,500 EUR.

Pay for your online orders in 14 days or more with no additional fees. Once your order has been shipped, you will receive an email from Klarna detailing how and where to make your payment.

Klarna orders cannot be changed after ordering. If you would like to make changes, please cancell your original order and place a new order. Please visit the Klarna website for more information.

In rare cases, due to communication conditions or other factors, an order may not be completed after payment. In such instances, we will provide a refund, so please place your order again when you have a good network connection. If your order has been successfully completed, you will receive an order confirmation email, so please check your email.

For details, please see our "".

In addition to the price of products, there may be other charges including shipping, import duty, value-added tax (VAT), sales tax and consumption tax. for details.

The following stores offer tax-free shopping. Please ask the store staff for details.

Japan

• Tax free Montbell store list

Switzerland

• Grindelwald Store
• Zermatt Store

Order shipping dates vary depending on stock availability and the business day. for details.

for more information about the shipping carriers that we use.

This message is displayed when you change the delivery location on the shopping cart screen and your shopping cart contains items that are restricted in the selected country. Remove any restricted items from your shopping cart before proceeding to checkout.

Please DO NOT use an international freight forwarding service when placing your order. Montbell will be UNABLE to help resolve any issues regarding your order and is not responsible for any problems that occur after the order has been delivered to the address of the forwarding service. Returns, exchanges, or warranty claims are NOT possible if you are located in a country that we do not ship to.

We offer free shipping worldwide on every order. No minimum purchase is required. Shipping is $0.00 for every destination.

Yes, but please confirm with the hotel in advance that they will accept the delivery on your behalf.
Please note the following:

1. Montbell is not responsible for any items lost after delivery to the hotel.
2. Delivery dates cannot be specified; therefore, we cannot guarantee delivery during your stay.
3. Shipping is free worldwide. Please contact us if you cannot receive your order.

Please for information on the new website.
We explain how to select products, how to check product information, and the checkout process.

This is because Montbell keeps stock in Japan, Switzerland and the United States. The currency paid will change depending on which country the product is shipping from.

First, select the color and size that you want. The button will be displayed differently depending on the availability of the product. If the product is in stock, you will be able to click the Add to Cart button and add it to your shopping cart.

The currency you choose will dictate which distribution center (Japan, United States, Switzerland) the order will ship from. Depending on the country of your delivery address, there are certain points to consider when choosing a currency.

Domestic shipping

• Short delivery times
• Domestic return address for returns
• Easier access to customer services

International shipping

• Potential price advantage due to exchange rate
• Longer delivery times than domestic shipments
• Potential import duty and other charges
• Necessity of international shipping for returning the product to the country it originally shipped from

The currency paid depends on which distribution center (Japan, United States, Switzerland) the order will ship from. The actual price of a product will vary between currencies due to the differences in transportation costs (freight, customs, etc.) involved with shipping to our various distribution centers and differences in market conditions.

This is because the prices listed in the Online Store for international shipments may include international shipping, Import Duty, Sales Tax, and other fees. Please for details.

There are a variety of reasons that may have resulted in a failed transaction. Two common examples of issues are misenterting payment information or reaching a credit limit/insufficient funds. We are unable to provide assistance with credit card payment issues and strongly recommend contacting your credit card issuing bank for assistance with payment errors.

to make an inquiry.

At Montbell, we source down from both the European and Chinese markets to satisfy a variety of characteristics (supply, cost, quality, humane practices, etc.) while maintaining our lofty standards. We review our suppliers each season in pursuit of a balance between quality and raw material costs so that we can deliver superior products to our customers at the lowest possible price. In the course of these efforts, Montbell never purchases down from operations that practice "live-plucking" methods. We only utilize down collected as a by-product of waterfowl raised to meet the demands of the food industry.

In general, Western Sizing is larger than Asian Sizing in areas such as sleeve length, back length and chest circumference. The range of difference between Western Sizing and Asian Sizing varies depending on the product. Please carefully check the sizing chart or contact our customer service if you have any questions about sizing. We use "Western Size" and "Asian Size" icons to identify these two size types in our online store.

We do not offer such services.

Montbell Repair Service in Japan offers custom sizing and alterations when our standard sizing does not fit. For more information,
please Montbell Japan.

Click the Sizing Chart button on the product page. If there is no sizing chart, you can find details about the product size in the Specs on the product page.

The Professional Purchase Program is only available for qualified professional working guides and outdoor industry partners within North America and Europe. to submit an application.

We gift wrap items with a cotton bag and ribbon for a fee. If you choose to have items gift wrapped, you can also have a message card attached. Gift wrapping options can be chosen in the shopping cart during checkout. for more information.

Once your order has shipped, we will send you a tracking confirmation by email. For specific delivery dates and times, check the shipping carrier's website or contact them directly.

Orders can be cancelled from and are listed by each "shipping from" location. You cannot cancel a single product in an order containing multiple products (instead, cancel the order and make a new order with the products you do want). Cancelling an order is not possible if shipping preparations are already in progress. In these cases, please return the product(s) after receiving your order.

If the "Cancel" button is not displayed on , it means that shipping preparations are already in progress and the order cannot be cancelled. In this case, please return the product(s) after receiving your order.

Your credit card will be charged on the day that your order is shipped.

The total for your order will be debited from your bank account as soon as the order is confirmed. Finalization of the payment will be processed when the order is shipped.

Your debit card may temporarily show two charges in the following cases:

• When you cancell or change your order
• When you order an item that is backordered

Refunds for cancelled, changed, or returned orders will be issued to your debit card. After a refund is issued, there may be a delay between when your account is actually creditted. Contact your debit card issuing bank for details on when the refund will be processed.

You can check the products you purchased at Montbell retail locations (directly managed stores) or online orders from the order/purchase history in your My Page.

• It takes about one day for purchases made at a Montbell retail location to be reflected in the history.
• For products order through the online store, you can check them after the products have been shipped. For products in orders that have not yet been shipped, please check the order confirmation/cancellation page.
• For products not available on the online store, you cannot view detailed product information.
• For Montbell Club Global members, purchase history from September 1, 2010 onwards can be viewed.

No, we regret that we cannot accept any changes to an order once it has been submitted. Please cancel the existing order and place a new one.

for our Return Policy.

We do not provide return labels. The customer is responsible for all return shipping costs and expenses. for more information about making a return.

We do not process exchanges. Instead, please return the item(s) for a full refund and place a new order.

for information about gift returns and exchanges.

Products purchased through the Online Store cannot be returned at Montbell retail locations. for more information about returns.

for our repair & warranty policy.

You can reset your ID and password by having a code sent to the email address registered to your account. to begin the process.

It may take several minutes to receive the reset email with your code. If you do not receive the code after an extended period, please check the following:

• Double check your registered email address for any errors or changes.
• Make sure to add "@our website" to your approved senders list to ensure receipt of your reset email.

for assistance.

It is not possible to reset your ID and password if your email address is invalid. Please create a new membership account with a new email address. If you would like to have your points transferred from your old account to your new account, please for assistance.

There may be an error in your registration details. for assistance.

ID requirements
Must be between 6 and 64 characters.
Usable characters are half-width letters (not case-sensitive), numbers or symbols @ . _ + - ! # $ & :.

ID restrictions/notices
If your email address is being used as your ID, your ID will be automatically updated when you change your email address.

Password requirements
Must be between 8 and 64 characters.
Usable characters are half-width letters (case-sensitive), numbers and symbols ! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ ] ^ _ ` { | } ~ space.

Password restrictions/notices
The following is not allowed: only half-width letters, numbers, or symbols; spaces at beginning and end; cannot be the same as your ID.

No, you cannot cancell the sign-in notification email. The sign-in notification email is only sent the first time you sign in from a new device or browser. It will not be sent again after the first time.

It may take several minutes to receive the email. If you do not receive an email after an extended period, please check the following:

• Double check your registered email address for any errors or changes.
• Make sure to add "@our website" to your approved senders list to ensure receipt of your email.

The sign-in notification email is only sent the first time you sign in from a new device or browser. It will not be sent again after the first time.

Montbell Club Global members cannot sign in to the . If you live in Japan, you can sign in by creating a new member account on the Montbell Japan Site.

Montbell Club Japan members and non-member accounts can sign in using the ID and password they set up on the Montbell Japan Site. It will be necessary to enter your registered address and other information in English the first time you use the site.

for information about the Montbell Club.

It may take up to 4 days for your membership to be processed into our system after enrolling in a store.

For Montbell Club Global Members:
Global Membership is not available to those residing in Japan. Therefore, if you have a Global Membership and change your address to Japan, your membership will be invalidated. If you reside in Japan and would like to earn points and receive member-exclusive benefits, please create a Montbell Club Japan Membership.

• There is a 1,500 yen annual fee for a Montbell Club Japan Membership.
• Points accumulated with a Global Membership cannot be transferred to a Japan Membership.

For Montbell Club Japan Members:
Your membership may have expired. Please renew your membershp on the Japan Site or at a retail store located in Japan. If your membership has not expired, you may have a Montbell Club Membership account and a non-member account. If you signed in with the non-member account, your membership will show up as invalid. Please confirm the ID and password for your Montbell Club Membership account and sign in again.

It is not possible to link a membership created on the Global Site with a membership created at a Montbell Store. If you would like to transfer points from one membership to the other, for assistance. Be aware that if you choose to transfer your points, the membership with 0 points be invalidated.

You may already have an account. first to reset your ID and password. If that doesn't work, for assistance.

You can sign up for a Montbell Club Global membership if your billing address at the time of purchase is located in a country other than Japan. If you reside in Japan, create a Montbell Club Japan Membership on the .

It is not possible to change your Montbell Club membership status from a Japan Membership to a Global Membership. If you reside in a country other than Japan, create a new Montbell Club Global Membership on the Global Site.

When placing an order online, we do NOT ship Montbell Club Cards when the billing address differs from your shipping address. Or, if you canceled part of your order, that may have resulted in a card not being sent.

Go to your "My Page" and click on Member Information to edit your registered name and address.

Sorry, we do not reissue membership cards.

Go to "My Page" and click on Cancel Membership. Once you cancel your membership, your member card and all member points will be invalidated, and all of your account information will be deleted. If you registered on the Montbell Japan Site, you cannot cancel your membership on the Global Site. Go to your "My Page" on the Montbell Japan Site to cancel your membership.

To renew your membership, sign in to your "My Page" on the Montball Japan Site or go a Montbell Store located in Japan.

Visit the for questions about member card replacement, points, membership cancellation or other topics related to Montbell Club Japan. This information is only available in Japanese.

If you have a Japan Membership, (*This links to the Japanese language Japan Site.) for information. If you have a Global Membership, .

Yes, member points have an expiration date which depends on your membership status.

For Montbell Club Global members:
Member points expire 24 months from the date of your last account activity in the Online Store or at a Montbell Store, and the balance of your member points will be displayed as "0" on your "My Page."
Expired points cannot be reinstated.

For Montbell Club Japan members:
Your member points are valid until your membership expires. Renewing an expired membership will allow you to use points again until the subsequent expiration date.

If you would like to check your point balance history, for assistance. It is not possible to check your point balance history from your "My Page."

For purchases made through the Online Store, points will be credited to your account when the order is shipped.


For purchases made at a Montbell Store, points will be credited to your account approximately 5 minutes after the purchase is completed.

When a product is returned, the points that were earned on the original purchase are deducted from your account. If a product is returned after using points on a separate purchase, your point balance may become negative. In such cases, points earned on future purchases will used to offset the negative balance.

Member points expire 24 months from the date of your account activity. After 24 months, the points in your account will be removed and your balance will be displayed as 0. If points were redeemed for an order and then you return that order, those points will recredited to your account and that transaction will not be considered valid account activity.

If you have a Montbell Club Global Membership and change your address to Japan, your membership and points will be invalidated. If you reside in Japan and would like to earn points, you must create a Montbell Club Japan Membership on the Japan Site or at a retail store located in Japan.

• There is a 1,500 yen annual fee for a Montbell Club Japan Membership.
• Points accumulated with a Global Membership cannot be transferred to a Japan Membership.