COVID-19 Shipping Updates

At this time our online store remains fully operational and we are still accepting warranty claims. We are experiencing delays as we work to keep our warehouse team safe in these extraordinary times. Orders are currently taking up to 10 days to leave our warehouse from the time of ordering. If you do have a question our customer service team is available to answer via email or phone.

We will continue to monitor the situation and if this changes we will post updates here. Be safe and keep healthy!

Thanks, The NEMO Equipment Team


Online Ordering

Why am I seeing an error when I try to place an order?

Errors commonly occur from issues with the billing address entered with payment info for an order. Occasionally, if an address uses an apartment number, unit number, etc. it may block an order from being processed if this address isn’t entered exactly as it appears with your issuing bank.

Card authorizations can occasionally occur even if this error is present, but as these don’t have an order tied to them they should expire within 24 hours. If you still see any charges on your account we would be happy to investigate further for you.

How much tax will I have to pay?

We are required to charge sales tax for orders delivering to Washington state and California state addresses.

What communications will I receive when I place an order?

You will receive an email when your order departs from the warehouse. You can also check the status of your order by logging into your account.


Returns & Exchanges

How do I return an item I bought at nemoequipment.com?

NEMO products purchased directly through our webstore may be returned for a full refund if the product(s) is returned in new, unused and clean condition with all the original packaging and components.

How do I return a NEMO product I didn’t purchase directly through your site?

If you purchased an item from a NEMO retailer and would like to return it, please return the product to the original retailer/point of purchase. We cannot refund or exchange products purchased from other retailers.

Are there restrictions for returns?

We are happy to process a return as long as the items are in a brand new, unused condition with all original tags and packaging. Check out our full return policy.

When will I receive my refund for a returned order?

Refunds are processed within a week from when they are received and processed by our team. Once a refund has been processed it can take 24-48 hours for funds to appear in your account.

What is NEMO’s exchange policy?

NEMO products purchased directly through our webstore may be exchanged as long as items are in new, unused and clean condition with all the original packaging and components. Please note, the shipping timeline for your exchange will be determined by the product availability.


WARRANTY & REPAIRS

What NEMO products are covered by the Lifetime Warranty?

NEMO Equipment offers a lifetime warranty on all gear. Warranty requests are considered for defects in product manufacturing. This warranty is granted to the original purchaser with a proof of purchase from a NEMO authorized dealer. NEMO does not warranty products against normal wear and tear, unauthorized modifications or alterations, improper use, improper maintenance, misuse or neglect, or if the product is used for a purpose for which it is not intended. Warrantied products will be replaced or repaired at NEMO’s discretion. Read our full policy here.

Is the Pro Purchase program covered under the Lifetime Warranty?

As a member of the NEMO Equipment Pro program we know that you rely on your gear for your livelihood, often logging hundreds of hours of use in the great outdoors each year. We pick our materials and construction techniques to ensure gear will last, but due to accelerated use in harsh environments we may classify certain issues as normal wear and tear that won’t qualify for warranty coverage. If this is the case  we will offer repair solutions when possible.

Will NEMO repair or replace my products if I have an issue?

Here at NEMO Equipment, we believe in the impact of sustainable business. That’s why we try to fix equipment before we replace it! We can repair damage due to normal wear and tear, improper use, or accidents for a fair rate. We will work to get your equipment back to you quickly, in time for your next adventure!

What alterations void my warranty?

Any alterations to NEMO gear voids our lifetime warranty. All of our gear was painstakingly engineered and designed by our team, and modifying their designs could change how the product was meant to function. If you have any questions about your product and its performance, please contact our team.

How much do repairs cost?

All repairs costs are based on assessment, but prices usually range from $5 to $100 depending on the extent of the damage. Send us some pictures, and we’d be happy to give you quote!

How long does it take to receive my item back after a warranty?

We get to things as quickly as we can! In our busy season it can take a little longer, but we aim for 2-3 weeks. If you need something resolved immediately, ship things as quickly as you need to, and we’ll see it faster!

How are shipping costs handled for warranty items?

We’re happy to split shipping costs with our customers. You’re responsible for sending it to us, and we will cover the costs on the return journey to you.


General

Where can I buy NEMO products?

On this site or in hundreds of speciality outdoor stores around the world. You can find the closest retailer carrying NEMO products here.

Do I need to set up an account to place an order?

No, you don’t. However, setting up an account when you check out will allow you to search your order history, easily start a product return or warranty claim, and easily gather info about your past purchases.

How do I qualify for the Pro Purchase Program?

We offer direct pro deals for industry members as well as military personnel. Learn more about qualifications on our Pro Purchase page.

Does NEMO accept design ideas?

At this time NEMO does not accept any outside design ideas for licensing or other purposes. There are costs and complications associated with licensing that are at odds with our strategic plan and we’ve instead invested in building a talented internal team.

If you’d like to offer feedback or share ideas — that’s always welcomed. We value feedback from our users and it definitely helps us continue to create and offer the best outdoor gear on the market.

If you’re looking to license your ideas, you might have better luck with other brands. Many of them utilize design consultants, vendors, or acquire other brands for this purpose. We wish you the best of luck with your ideas!

How do I apply to field test your products?

If you’re interested in participating in our field testing program, please send us an email at journey@nemoequipment.com and let us know:

A. why you’d like to test NEMO gear

B. why you’d be a good tester

If we are in need of testers, our field testing coordinator will be in touch.

Can I buy your tent fabric?

At this time we do not sell any of the fabric used in the creation of our gear. Try a quick internet search for vendors of specialty outdoor fabrics and you’ll most likely find something perfect for your repair or DIY project.

Who do I contact for Sponsorship or Donations requests?

NEMO supports a wide range of organizations and adventurers. Due to current events, we are not currently taking on any new partnership requests. Thank you for understanding.

Where can I find spare parts?

NEMO works to maintain spare parts for many models, new and old — fill out this form and we’ll see if we have what you’re looking for. Please note that spare parts and accessories for discontinued models may not always be available but we’ll work hard to find what you’re looking for.

What do I do if an item is sold out?

If an item is sold out on our website, don’t give up quite yet! Check back soon and it will likely be back in stock, or contact us for an estimate of when we’ll have it again. We also have a large network of dealers and
retailers that might have what you’re looking for.


COMMON PRODUCT QUESTIONS

What’s better for me: an insulated or uninsulated pad?

If you’ll be using the sleeping pad in a cold environment, we’d suggest an insulated pad which will keep you warm down to air temperatures of 15-25 degrees. If you’re going to be in a warmer environment, consider an uninsulated pad which still insulate well down to an air temperature range of 30-40 degrees. Keep in mind that your pad and sleeping bag work together to keep you warm, so make sure to choose an appropriate sleeping bag too!

What is the short section of pole that was sent to me with my tent?

The short section of pole is the pole splint. It is part of the repair kit and was designed to provide a quick easy field repair in the event of a broken pole. To use the pole splint, simply slide it over the damaged pole segment and tape or wedge it in place. This should keep your poles usable allowing you to finish your trip. Then give us a call at 1-800-997-9301 and we can help get you the parts you need to make your poles usable once again!

Why do I get condensation inside my tent?

Unfortunately there isn’t any 100% effective way to block condensation. Condensation thrives when a few factors all combine- a humid, wet environment, temperature changes throughout the day, and moisture being released in the tent (generally caused by tent occupants!). We can’t do much about the environment, but site selection is important in relation to distance from vapor producing features such as rivers, oceans, and other water features. Having a campsite located near these features will allow more water vapor to enter the surrounding air, causing more condensation.

Temperature changes can cause humidity in the air (as water vapor) to condensate on tent fabrics because cooler temperatures cannot hold as much water vapor. And, believe it or not, adult humans can exhale about 1-2 pints of water during the course of a night. This warm, saturated air has to go somewhere, and often it doesn’t make it past the roof or wall of the shelter. Instead, it gathers and can drip back down on to the inhabitants. A rainstorm often brings about 100% saturation levels of water vapor in the air, and to keep tent occupants and their gear dry, the tent is normally fully closed up. This prevents air circulation inside the shelter, and all of the trapped humid air begins to interact with the slightly cooler fabric, causing it to change from a gas to a liquid and condense on the fabric.

The best way to minimize condensation is to allow as much ventilation as possible. If you do notice moisture on the inside of the shelter, feel free to wipe it away with a towel or other absorbent material. A common myth is that touching a wall or roof during a rainstorm will make liquid travel through the fabric- this is completely false and keeping the inside of the fabric dry actually allows vapor to escape more efficiently!

How do I buy an AT Habitat? Don’t you make these?

NEMO can take responsibility for the design and production of the AT Habitat shelter, but all sales are through AT Overland Equipment.

How do you rate the warmth of your sleeping bags?

The temperature rating for each sleeping bag is derived from a combination of factors. First, there’s a formula for the amount of down in a given size bag to reach a certain warmth rating. That’s just a place to start. Next, bags are tested in the lab according to EN 13537. This test procedure provides a lower limit and a comfort rating which are used to rate our men’s and women’s bags, respectively. Lastly, we rely upon user feedback from our employees, test team, and ambassadors.

How do I get the most warmth out of my sleeping bag?

There are many factors that determine how warm you will feel in a sleeping bag. Some of these factors include:

  • What you wear. EN 13537 test ratings are based on the user wearing one layer of long underwear and a hat, but if you know you sleep cold, layer up!
  • The sleeping pad you use. Your pad should have a minimum comfort range similar to your bag.
  • What you eat before bed. Having a full belly of fuel will allow your internal furnace to keep you warm until morning.
  • Where you pitch your tent. Sleeping on a tent platform, large rocks, or other thermally ineffective insulators can cause you to lose heat much quicker than sleeping on dirt or grass.
Is your down responsibly sourced?

NEMO Equipment is committed to environmentally responsible practices in all aspects of our business, including the sourcing of our down. All of the down used in our products is Responsible Down Standard (RDS) certified and comes from birds that were not force fed or live plucked. You can find more information about this standard on the RDS site.

What type of waterproofing chemicals do you use?

We use a C6 based fluorocarbon Durable Water Repellent (DWR) which does not breakdown into PFOA, and is the most environmentally friendly DWR available without PFOA.

What’s the difference between packed and minimum weight?

Minimum weight includes the tent body, rain fly and poles in all freestanding shelters. In the case of non-freestanding shelters, the tent’s stakes will also be included in this weight. The packed weight includes everything that ships with the tent including the hang tags and the plastic bag the tent arrives in. For most users, a true trail weight will be somewhere between these listed weights.

What does Fill-power mean?

Fill power is a measurement of how much space once ounce of down will occupy when lofted, measured in cubic inches.  For example, one ounce of 850 fill power down will loft to a volume of 850 cubic inches while one ounce of 550 fill power down will only loft to 550 cubic inches.  Since the warmth / temperature rating of a sleeping bag is based off how much loft there is / how much air is trapped, sleeping bags using a lower fill power down will require more down to achieve a specific temperature rating than a bag using a higher fill power down.  Bags with a higher fill power like 700-850 F.P. will be lighter and more compressible than a similar bag using a lower fill power down like 550-650 F.P., if the other factors (temperature rating, size, fabrics…) are consistent.

What’s the best tent for my needs?

We produce a wide variety of shelters to hopefully fit a wide variety of needs. We recommend identifying the types of activities you will be participating in and selecting a tent based on the activity’s characteristics or limitations. For example, a shelter that will be used for long distance backpacking will require different characteristics than a shelter used for festival lodging. Each tent offers its own benefits, so give our customer service team a call if you want a point in the right direction!

What size sleeping bag should I get?

Our sleeping bags come in a few different sizes: Men’s regular, Men’s long, Women’s regular, and Women’s long.  A women’s regular best fits a woman of height 5’6” or shorter. A women’s long is recommended for women taller than 5’6”, with 6’0” being the maximum height. A men’s regular best fits a man of height 6’0” or shorter. A men’s long is recommended for men taller than 6’0”, with 6’6” being the maximum height. Check the size chart on our Sleeping Bag pages for detailed information.

Why do you have men’s and women’s specific bags?

All of our sleeping bags have been tested to the EN13537 standardized test to determine their temperature rating. These ratings are based on the user wearing a layer of long underwear and a hat and using an insulated sleeping pad. For the women’s specific sleeping bags in our line, the rating is based on the average female having a comfortable night’s sleep, which is called the T-comfort rating. The rating based on the average male having a comfortable night’s sleep is called the T-limit and is generally much lower for the same item. Women generally lower their body temperatures slightly more than men over the course of the night, necessitating a slight increase in the amount of insulation used.

Do your sleeping bags zip together?

Any men’s sleeping bag can be attached to any women’s sleeping bag of the same product series.

 


About NEMO

What does NEMO mean?

The name “NEMO” started out as an acronym for “New England Mountain Outfitters” and was a nod to Jules Verne’s Captain Nemo, an adventurer, moral crusader, and engineer. In Latin, “Nemo” means “No Man,” and in Mandarin it translates as “Square.”

What’s the story behind NEMO’s Logo?

While Cam was in design school and starting NEMO, he was inspired by medieval armor and the combination of beauty and functionality that was put into its design. The parallel between armor and outdoor gear – both of which you depend upon for survival – was striking. He designed the Shield as a homage to the role that well-designed gear plays in outdoor adventure.

Where do you manufacture?

NEMO continually seeks out manufacturers who are capable of handling the sophistication and quality we demand for our products. In some cases, these manufacturers are domestic, but we also look to overseas manufacturing and resources to accomplish this. NEMO’s manufacturers are world-class and held to extremely high standards. We also take into consideration the ecological footprint of the supply chain when determining the manufacturer. When raw goods and subcomponents are located internationally, these constraints often lead to an overseas manufacturer.

What organizations does NEMO support?

We are proud to support and partner with many great partners who are doing fantastic things. Here are a few of the organization with whom we partner most closely.

Is NEMO hiring?

While we may not always have open positions, we are always happy to hear from talented folks who feel passionate about being part of NEMO. Please check out open positions or share your interest on our Careers page.