How long will it take for my order to ship?
We process orders Monday through Friday during normal business hours. Once your order is confirmed, we will provide you with an estimated shipping date. Orders placed through the website will typically ship within eight weeks.
How long will it take for my order to arrive?
Delivery times depend on the shipping method and destination selected at checkout. If you choose ground shipping, it may take up to 5-10 business days to arrive, depending on a variety of factors such as location or weather. Expedited shipping options may be available during checkout for an additional charge. If you have a specific timeframe in which you need your order, please reach out to email@example.com.
Due to nationwide supply chain shortages and shipping constraints, delivery times may be impacted. We are working hard to ship incoming orders expediently, but once the shipment is with the carrier, we have no impact on delivery timelines. If you have any questions or concerns, please reach out to us at firstname.lastname@example.org or call us at (800) 653-2671 during business hours of Monday-Friday from 8:30am – 4:30pm PST. Thank you for your patience and understanding as we navigate this situation together.
What are your shipping rates?
Shipping rates are calculated based on the individual order. For larger orders, shipping will be calculated by our customer solutions team. To request an estimate on a large order, please contact customer solutions at email@example.com.
Can you ship internationally?
For international orders, please contact the customer solutions team at firstname.lastname@example.org.
How do I track my order?
That’s easy! We’ll send you a tracking number shortly after we ship your package. Just follow the link in your email, locate it in your Order History, or enter the tracking number into the carrier’s website.
Can I ship my order to someone else?
Yes! You can ship orders to an address that’s different than your billing address. Just be sure to enter the correct shipping address during the checkout process.
What is your return policy?
You can return any item for a full refund, as long as the items are unused with tags, and are within our 30-day return policy window. After 30 days from your original purchase, we’ll be unable to offer you a full refund. You can return unwanted items online by accessing your order and initiating the return process, by calling us at 800-653-2671 during business hours, online chat, or emailing email@example.com.
How do I get my item repaired?
Our process is simple. Send an email to firstname.lastname@example.org with your requested repair and the name and age of the product. It’s very helpful if you attach photos of the problem area, the entire product, and the label with the Lot Number. Using our 5-step replacement criteria (see “What’s your 5-step criteria?”), we will review the request, take a look at the photos and information provided, and let you know if your gear is eligible for a repair or replacement. At that time, we’ll also let you know how to ship it to us.
What are your 5-step criteria?
- If your product has been in an accident, left in the elements, or older than six years, it doesn’t qualify for a complimentary repair or replacement.
- If your product does qualify, send us photographs and a detailed explanation of the repairs that need to be made. Our customer solutions team will follow up within 72 hours of receiving the request.
- Once clean, mark the problem area with a piece of low-tack masking tape (not duct tape), a rubber band, or a note.
- When you’re approved, you’ll get a Return Merchandise Authorization (RMA) number. Then you’ll ship your item or, if you’re local, bring your item to our headquarters in Seattle, WA. (Remember, items need to be clean when we get them. Once received, the repair and return will take between two and three weeks. But if you just need a replacement, it will take one week.
- You have your item and you’re ready to use it!
Do I have to pay for shipping on my repair?
You will be responsible for shipping your gear to us for repairs, and then we will return the item back to you free of charge. When shipping your package to us, please use a carrier that provides a tracking number and insurance, as we are not responsible for lost packages.
What will my repair cost?
If an item is not covered by our warranty, we provide repairs at a reasonable cost. The rate will be determined based on a review of the repair request.
How do I know if my item can be repaired?
Our team will determine if we can repair or replace the item, and communicate that back to you as quickly as possible! See “How do I get my item repaired?” for further details.
Does my item need to be clean before sending it in for repair?
Yes, please. In order to comply with health and safety regulations and protect our hard-working staff, we ask you to clean any items you send in for repairs. Unwashed items might be subject to a cleaning fee, plus the repair process could be delayed.
Not sure how to clean your item? Visit our “PRODUCT CARE” section. Once you clean your item, you’ll want to mark the problem area with a piece of low-tack masking tape (not duct tape), by wrapping a rubber band, or by attaching a note.