Customer Service

Have questions?  We’re here to help.  

You’ll find a list of guidelines and frequently asked questions below. Or, please contact the Guide Life Customer Service Team for assistance:

Return Policy

We stand behind everything we sell. If you're not 100% satisfied with your Guide Life purchase, you can return it with an original receipt or packing slip within 60 days of purchase. All items must be unused, unwashed, and in original condition and packaging with tags attached. Purchases returned within this time frame will be refunded in the original form of payment, minus $4.99 to cover return shipping fees.


Please call Guide Life Customer service at 877.716.7579 if you would like to return your order or e-mail support@olguidelife.com.


Shipping (United States)

Orders are normally processed and shipped within 1 business day; business days are defined as Monday through Friday.    

Shipping Option Estimated Arrival Time Cost
FREE Shipping on Orders over $50 2-6 Business Days FREE
Standard Ground 2-6 Business Days $4.99
2-Day Express 2-3 Business Days $24.99
1-Day Express 1-2 Business Day $34.99
Alaska, Hawaii 12-14 Business Days $34.99


Estimated arrival times don't apply to:

  • Deliveries to Alaska, Hawaii (add 5-7 additional business days)

  • Items shipped common carrier freight

Packages do not ship from our distribution center on the following Holidays:

  • New Year's Day

  • Martin Luther King Jr. Day

  • President's Day

  • Memorial Day

  • 4th of July

  • Labor Day

  • Thanksgiving Day

  • Christmas Day

We do not ship to PO boxes, U.S. territories, and international addresses.

Shipping Options: FedEx, UPS, USPS

Standard Shipping: 2-6 business days – Ships by the most economical carrier based on the delivery destination and the package characteristics. If free or reduced shipping is offered, it will be shipped using this method.

2-Day Shipping: 2-3 Days – Orders can take 1 day to be processed for shipping and will be shipped 2-Day Express for delivery.  

Next Day: 1-2 Days - Orders can take 1 day to be processed for shipping and will be shipped Next Day Express for delivery.  

Guide Life Product Warranty

We believe that all Guide Life products need to be built for the long haul, but just like out in the wild sometimes the unexpected can occur and issues may arise that are beyond our control.  If your item has a manufacturing defect in its workmanship or in its materials you can return it for up to 1-3 years from the date of purchase (see below for product-specific Warranty detail).

We will, at our discretion, either replace your product , or offer you a full refund.  The warranty is non-transferable and applies only to the original owner. You will need to provide proof of purchase to us as part of your warranty claim.  Should you discover a defect in a product that you purchased please contact the Guide Life Customer Service Department at 877.716.7579.



What is not covered?

The outdoors can be unforgiving at times and our products are built to hold up to the conditions in which we intended the product be used when it was designed. Our warranty only covers products that have been used for their intended purpose.  Any defects or damages that result from misuse, accidents, improper care, negligence, alterations to the product or situations in which the product is stressed beyond the physical limits of the materials used are not covered by this warranty.  This warranty does not cover normal wear and tear (including the natural fading of colors) which may naturally occur over time.

This warranty provides you with specific legal rights; you may have other rights depending on your state law.  Finally, this warranty is only available in the United States.


Please call Guide Life Customer Service at 877.716.7579 to submit a Warranty claim or e-mail support@olguidelife.com.


Product-Specific Warranty Information

1-YEAR LIMITED WARRANTYApparel and Accessories (wearable items), Camp Mats, Electronics (includes flashlights, headlamps and lanterns)

3-YEAR LIMITED WARRANTYSelect Gear Items - Duffel Bags, Sleeping Pads, Tents, Sleeping Bags, Camp Blankets, Soft Coolers, Hard Coolers, Camp Tables, Camp Chairs


Frequently Asked Questions

SHIPPING

Q. Can I ship to International/APO/FPO Addresses?

A. Currently we are unable to ship Internationally or to APO or FPO addresses.


Q. Can I ship to someone else?

A. Yes, orders can be shipped to an address other than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a new shipping address.


Q. How long will it take for my order to arrive?

A. Delivery times can vary depending on the shipping method selected during checkout and the destination of your package. Faster shipping options are available during checkout; please see shipping rates above for full details and transit times. Also, please be aware that weather, shipping holidays, peak shipping seasons and incorrect billing information can delay the shipment of your order.  


Q. How do I know my order shipped?

A. When your order ships, you’ll receive an email confirmation with the tracking number(s) and estimated delivery date(s).


PAYMENT

Q. What payment methods do you accept?

A. We accept Visa, MasterCard, Discover, American Express and debit cards with a Visa or MasterCard logo.


Q. Why does my card show two charges?

A. Sometimes credit/debit card statements contain two transactions, but this is only temporary.  When a purchase is made, an authorization charge is placed on credit/debit cards which temporarily hold funds. This is not actually a charge on your card. Once the order has been shipped, this authorization becomes an approval and charges your account. The authorization falls off under 72 hours from when you ordered.


Q. How is sales tax calculated?

A. Taxes that appear on your order are approximate. The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be determined when your order is shipped.


ORDERS

Q. How do I track my order?

A. When an order is shipped, we’ll update your account to show the tracking number(s) and send you an email with the same information. Using the tracking number(s) provided, you can follow the path of your order from our warehouse to your destination.


Q. Can I cancel my order online?

A. No. We immediately start to process your order as soon as it’s placed. There isn’t a delay that allows us time to cancel or change orders once they are submitted. Please note that you can return your order within the 60-day window referred to in our Return Policy.  


Q. Why didn’t I receive my order confirmation email?

A. If you did not receive an order confirmation email after placing an order please contact our customer service team at 877.716.7579; Mon - Fri: 8:00 AM - 5:00 PM CT or email us at support@olguidelife.com.


YOUR ACCOUNT

Q. How do I create an account?

A. Visit our Account Registration/Log In page. 


Q. How do I make changes to my account information such as address or password?

A. If you have already created an account, sign in and follow the steps to adjust your account information under Account Settings.


Q. How do I unsubscribe from Guide Life emails or change my email preferences?

A. To change your email preferences, click the “Unsubscribe” link at the bottom of any promotional Guide Life email you receive. Be sure to check back with us on the web site from time to time for all of the latest product updates if you do unsubscribe.


Q. How can I write a review of a Guide Life product I purchased?

A. First, log in to your account or create an account. You must be logged into your account to post a review. Then visit the product page you wish to write a review for. On the product page you will see a link for “Write a Review” just below the product name on the right hand side of the page to the left of the main product image. Your review may take time to process so you will not see the review posted immediately.


ABOUT THE BRAND

Q. What is Guide Life?

A. Guide Life is an all-new brand featuring a collection of high-performance, outdoor products. The editors of Outdoor Life teamed up with a group of experts in the fields of outdoor product design, development and manufacturing to create a collection of core base camp products which are featured in our launch Base Camp Collection of Guide Life products.


Q. Why is the brand named Guide Life?

A. We’ve created “Guide Life” to pay homage to the time-honored tradition of mentorship among our outdoor community. “Guide Life” means gear you can count on, but it also means making the outdoors welcoming safe and comfortable, no matter where you are headed or what your experience level.


Q. Can I buy Guide Life products in stores?

A. No. Guide Life products are sold exclusively online at this time.

OL Guide Life™ is a trademark of Bonnier Corporation. Copyright 2018. All rights reserved.