Contact Us
Mailing Address:
TravelCountry.com
1101 East Altamonte Drive
Altamonte Springs, Florida 32701
We are just 10 minutes north of Orlando, Florida. If you are in the area we would love for you to stop by and say Hi! See our store page for more info.
Hours of Operation
Monday through Friday
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10:00 am - 8:00 pm EST
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Saturday
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10:00 am - 6:00 pm EST
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Sunday
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12:00 pm - 5:00 pm EST
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Note our store is closed on Sunday, but TravelCountry.com customer service will remain open.
Holidays:
Close Eearly: Thanksgiving Eve, Christmas Eve and New Years Eve.
Closed: New Years Day, Memorial Day, Easter, 4th of July, Labor Day, Thanksgiving and Christmas Day and the Day after. We do this so that our employee's can spend quality time with their families and friends.
Who We Are
Travel Country is recognized as one of the most complete and competitive independently owned outdoor specialty stores in the Southeast. Ask any of our customers, they'll tell you it's because "we are totally committed to your satisfaction". First with our extensive selection of inventory. Second, by making your shopping experience as pleasant as it can possibly be. We know that as consumers you have endless choices. With that in mind, if we don't do everything possible to make your experience dealing with us outstanding, before, during, and after the sale, you'll just go elsewhere next time. The bottom line is we want you to be happy and satisfied, if you are not, we need to know why. We know that our success is directly linked to our customers (we consider you friends) we will never lose sight of that.
100% Satisfaction Guarantee
We want you be 100% Satisfied with our Products and Service. If for any reason you are not completely satisfied please let us know via email or call 1-800-643-3629 (ask for Internet Department). Of course you can also let us know if you are completely satisfied - we love to hear from our customers.
Price Match Guarantee
TravelCountry.com is committed to providing the best products at the best prices. We regularly compare our prices to other authorized US retailers and adjust prices in order to provide the best possible value. We believe once you experience our customer-focused service, you won't shop another site again.
If you find our price to be higher than another Authorized US Retailer just let us know and we'll match that price. Of course the products must be identical (same color, size, style, season, etc.) and in stock. The cost of shipping at any retailer in question will factor in to the total matched cost of the item. Price match will void gift or free item with purchase.
Before you order - Include the link to the other site's product page in the "comments" field during checkout.
After you order - Within 7 days of your order, email the link to the other site's product page to info@travelcountry.com.
Of course you can always call us at 1-800-643-3629 (ask for Internet Department) for an immediate check.
Safeguarding Your Shopping
Here are the steps we take:
- Secure Socket Layer Encryption for information transiting the web. All of the personal information you enter during checkout is encrypted in transit using industry standard SSL technology. This is the same technology banks use.
This is a Secure Page If you don't see this message the page you're on isn't using SSL technology. All checkout pages will show this message. In addition you will see a closed lock or unbroken key icon in the lower left or right corner of the screen depending on your browser.- High level Encryption - We use the most technically advanced encryption methods. We use this for all sensitive information.
- Challenge Question/Answer - When you shop with us, we ask you to provide information only you would know. This is in the form of a question and answer. If the person we're communicating with can't provide the correct answer, we don't disclose any sensitive information to them, period.
Back Orders
Most orders ship within 24 hours of receipt (Monday-Friday). We do back order items from time to time. We know this is an inconvenience to you and we apologize if it does happen. We will notify you within 24 hours of your order regarding the status of your products that shipped and any potential backorders. Travel Country will pay the ground freight on all back orders.
Exchanges & Returns
TravelCountry.com is committed to our customer's satisfaction 100%. If the product* you received doesn't live up to your expectations, return it for an exchange or refund. Please keep all footwear packaging and separate outer box it was shipped in, this helps us to be able to resell the product. Please only fit test your footwear inside. We suggest that you ship your return package via UPS or USPS and insure it. Since we ship most orders FREE** UPS ground returns are the purchaser's responsibility. TravelCountry.com covers all ground freight back to you on exchanges. If we happen to ship you a defective or incorrect item, we will reimburse you for your reasonable shipping costs back to us.
Promotional Items - from time to time we offer products at steep discounts or free with the purchase of another product. We may also offer free or discounted products based on other criteria or a promotional code. In all cases, if you return the main product for refund, you must also return the free or discounted product. If the discounted/free product is not returned, you will be charged an amount to bring the price to full retail value of the free/discounted product.
* Unfortunately, due to the nature of some products, and concerns for personal hygiene no returns or exchanges can be made on Climbing Gear or Long Underwear.
How to ship back to us:
Travelcountry.com
Attn: Internet Returns/Exchanges/Warranty
Order #
1101 East Altamonte Drive
Altamonte Springs, Florida 32701
Warranty Issues
We will be happy to handle any manufacturer's warranty issues for you. Travel Country will handle any warranty issue at no charge if you can show proof of purchase from us. If you have purchased the item from someone else we will handle the warranty issue for you too, but we will have to charge you for any cost incurred to us. Please allow 6-8 weeks to resolve a warranty issue. It is some times easier to send it directly to the manufacture to save time. If you need a manufactures phone number give us a call 800-643-3629. You must ship items back to us in clean condition. We can't process dirty laundry or gear. We suggest you insure the package, and ship it to us UPS or USPS. Please send a note with all applicable problems with the product and a daytime phone number or e-mail in case we have to reach you.
How to ship back to us:
Travelcountry.com
Attn: Internet Returns / Exchanges / Warranty
Order #
1101 East Altamonte Drive
Altamonte Springs, Florida 32701
Shipping
Free Ground Shipping** (on orders $50 or more) to the continental 48 states. Alaska and hawaii extra. Some oversized products and kayaks are excluded from this offer. Certain clearance items may incur a shipping charge. Of course, you can always pay to expedite your delivery. Please call our customer service department toll free 1-800-643-3629 should you need assistance regarding ground shipping.
**APO, PO Boxes, Hawaii or Alaska Ground shipment will be shipped via USPS for a nominal charge.
Expedited Shipping - All expedited shipments to Alaska and Hawaii must be shipped UPS Next Day or 2 Day. We reserve the right to add an additional shipping charge for some oversized items. In those cases we will notify you of our exact shipping costs and obtain your approval before shipping the item you have requested. Remember all Air shipments represent the Next, 2 Day or 3 Business days after your order is shipped. For example if you order a product via UPS Next Day Air on Thursday before 12:00 noon. If the product is in stock you will get it by Friday (One business day after the order). If you order it 2 Day air you will get it on Monday (Two business days after the order) or 3 Day air you will get it on Tuesday (Three business days after the order). Business days represent Monday – Friday. Saturday Delivery is available for a small fee. Please call our customer service department toll free 1-800-643-3629 should you need assistance regarding expedited shipping.
Kayak Shipping is to commercial addresses only. Charges for shipping for residential addresses are substantially higher. If you need a kayak shipped to a residential address, please call 800-643-3629 or email info@travelcountry.com for a quote. You will be charged for the difference in shipping if you select kayak shipping to a commercial address but your address is really residential.
Delivery Time:
We will do our best to ship all orders received by 12:00 PM EST the same day. We have a great track record when it comes to or customers shipping needs. If you need something pronto please feel free to give us a call 800-643-3629 and we will see what we can do. Helping customers in need is what we are all about.
Inclement Weather and Acts of God
Please note that shipping delays due to inclement weather and/or acts of God can occasionally happen especially during winter months. These things are beyond our control. UPS will not refund shipping charges due to late delivery under these circumstances therefore neither can we.
International Shipping
If you would like to place an order from outside of the U.S. it is possible for us to help you get what you need. Unfortunately, we are unable to accept Visa and MasterCard payment outside of the U.S., but we will happily accept American Express, a certified international money order, banker's check, or Western Union transfer for the value of the product ordered plus the cost of shipping. Our standard service is United States Postal Service Global Express, but will be happy to send out your order via UPS Worldwide Express or Expedited for quicker delivery if requested. Since shipping rates vary from country to country, it is best to contact us via telephone or e-mail (407-831-0777 or info@travelcountry.com) in order for us to check the requested inventory, contact you with a quote that includes both product and shipping costs and hold your order until payment is received. If you wish to receive a quote, please contact us with a list of items you wish to receive as well as a delivery address so that we may put one together for you.
International orders are often subject to tariffs, duties, and brokerage fees that are not necessarily associated with the quoted shipping cost. TravelCountry.com will not mark shipments as gifts. We suggest that if you have questions related these potential charges that you contact local customs officials for additional details. Delivery times are dependent upon customs clearance.
APO/FPO Shipments and Military Orders
We're happy to send orders to military destinations via USPS Priority Mail. We have a flat fee of $10 for the shipment of most items to APO/FPO locations and in most cases these orders may be placed directly within our website. If you wish to place a bulk order, please contact us and we'll do our best to get back to you promptly with a quote.
