FAQ

Orders & Shipping

How long does shipping take?
Orders are processed within 1–2 business days. Delivery within Canada and the US takes 3–7 business days; international orders take 7–21 business days. Tracking is emailed as soon as your order ships.

Is shipping free?
Yes — free carbon-neutral shipping on orders over $150 CAD / $120 USD within Canada and the US. Below that a flat $12 rate applies. International rates are calculated at checkout.

Do you ship internationally?
We ship to most international destinations. Import duties or taxes set by your country are the customer's responsibility and aren't included at checkout.

Returns & Warranty

What's your return policy?
Return any unused item in original condition within 30 days of delivery for a full refund or exchange. We provide a prepaid return label for Canada and the US. Refunds are issued within 5–7 business days of inspection.

How does the lifetime repair program work?
Manufacturing defects are covered for the life of the product. For general wear — a snapped pole, torn panel, or worn zip — send it in and we'll repair or replace it so it stays trail-ready and out of landfill.

Can I exchange for a different size or colour?
Yes. Start an exchange within 30 days by emailing returns@arwe.com with your order number — we'll arrange the swap and cover return shipping within Canada and the US.

Product & Care

Are the published weights accurate?
Always. We publish real trail weights and never round down. Every spec on the product page is measured, not estimated.

How should I care for my gear?
Store shelters and bags dry and uncompressed. Spot-clean with mild soap and cold water — never machine wash silnylon. Care instructions ship with every product.

Which season rating do I need?
3-season gear suits spring through autumn in most climates. Choose 4-season for winter, alpine, or exposed high-wind conditions.