Welcome to Berghaus Store’s FAQ page! We’ve compiled answers to the most common questions about our products, shipping, returns, and more. If you don’t find what you’re looking for, our adventure-ready customer service team is always happy to help at [email protected].

About Berghaus Store

Who is Berghaus Store for?
Our store caters to outdoor enthusiasts who value quality camping equipment for their adventures. Whether you’re a weekend camper, a backpacking enthusiast, or someone preparing for an extended wilderness trip, we offer reliable gear to meet your needs.
What makes Berghaus Store products special?
We specialize in durable, performance-driven camping gear designed to withstand wilderness conditions. Our product range focuses on essential camping equipment including tents, sleeping bags, cooking gear, and accessories – all selected with the adventurous camper in mind.

Product Questions

How do I choose the right tent for my needs?
Consider these factors:
– Number of campers (we offer 1-person to family-sized tents)
– Seasonality (3-season vs. 4-season tents)
– Weight (important for backpacking)
– Setup complexity
Our product descriptions include these details, and you can always email us for personalized recommendations.
What temperature rating should I look for in a sleeping bag?
Sleeping bag temperature ratings indicate the lowest temperature at which the bag will keep you comfortable. We recommend choosing a bag rated for temperatures about 10°F lower than you expect to encounter. Remember that personal comfort varies, and factors like sleeping pad insulation and clothing layers affect warmth.
Pro Tip: When trying new camping equipment, always test it in controlled conditions before heading into the wilderness. This gives you time to exchange items if needed and become familiar with your gear.

Ordering & Payment

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Is my payment information secure?
Absolutely! We use industry-standard encryption for all transactions. We never store your full payment details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly (within 1-2 business days), so please contact us immediately at [email protected] if you need to make changes. Once your order has shipped, we can’t modify it, but you can return items under our return policy.

Shipping & Delivery

Where do you ship?
We ship worldwide, except to some remote Asian regions. If you’re unsure about your location, please contact us before ordering.
What are my shipping options?
We offer two shipping methods:
Standard Shipping ($12.95): Via DHL or FedEx, delivered in 10-15 business days after dispatch.
Free Shipping: Via EMS for orders over $50, delivered in 15-25 business days after dispatch.
How long does order processing take?
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive tracking information via email once your order ships.
Will I need to pay customs fees?
International customers may be subject to customs duties or taxes upon delivery, which are the responsibility of the recipient. These fees vary by country and are not included in your order total.
Planning Tip: For time-sensitive trips, order at least 3-4 weeks in advance if using free shipping, or 2 weeks for standard shipping. This allows time for delivery and familiarization with new gear.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unused and in original condition with all tags attached. Please contact us at [email protected] to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
How long do refunds take?
Once we receive your return, refunds are processed within 5 business days. The time it takes for the refund to appear in your account depends on your payment provider.
Can I exchange an item?
We don’t offer direct exchanges. For a different item, please return the original purchase (following our return policy) and place a new order.

Contact & Support

How do I contact customer service?
Our adventure-ready support team is available via email at [email protected]. We typically respond within 24 hours during business days.
What’s your physical address?
Berghaus Store
1729 Garrett Street
Philadelphia, US 19108
(Please note this is not a retail location – we operate online only.)
Ready for Adventure? Now that your questions are answered, explore our collection of tents, sleeping bags, and camping essentials for your next outdoor journey!