Frequently Asked Questions
- General questions
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- How can I contact customer service?
- You can reach our customer service team at info
@outdoorresearch.com or 1-855-967-8197 (Monday – Friday, 8am – 5pm PST). Or, feel free to fill out our online Contact Us form and we will get back to you as soon as we can.
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- How can I apply for outdoor research sponsorship?
- Outdoor Research supports a wide variety of non-profit grassroots organizations and human-powered adventures that sustain our stewardship ideals of access, opportunity, and education. To apply for sponsorship, please email sponsorship
@outdoorresearch.com with more information about yourself or your organization. We’re stoked about your interest in our brand, but due to the high number of requests we receive, we don’t have the capacity to respond to every message. Rest assured our marketing team will be in touch if they think you’d be a good fit.
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- Where can I find the weights, fit, measurements, and other specifications of a particular product?
- Most product features and fabric details are included on each product page just below the sizing guide. Visit our Size & Fit Guide for all sizing charts. If you can’t find the information you’re looking for, email info
@outdoorresearch.com or call 855-967-8197 Monday – Friday, 8am – 5pm PST.
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- If a product is out of stock on your website, what are my options for purchasing?
- You can find retailers near you by utilizing our Store Finder. If you’re local, you can also stop by the Outdoor Research Seattle Store at 2203 1st Avenue South, Seattle WA 98134 to see if we have your item in stock. Give them a call at (206) 268-7325 beforehand to check for product availability. You can also call our Outlet Store in Des Moines, WA. (206) 268-7326
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- How can I revive my waterproof gear?
- Here are a few resources you might find helpful on washing your waterproof gear:
If you have any further questions, email info
@outdoorresearch.com or call 855-967-8197 Monday – Friday, 8am – 5pm PST and we will be happy to help you out.
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- I have a product suggestion or concern, who should I contact?
- We are always looking for ways to improve our products and raise the bar in the industry to better meet the needs of our fellow adventurers! Go ahead and reach out to customer service with your ideas, advice, or kudos at info
@outdoorresearch.com or 1-855-967-8197 (Monday – Friday, 8am – 5pm PST).
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- Do you offer a pro deal program?
- Yes, we sure do! Please visit our VIP Program Application Page to get started. Applications generally take 1-3 business days to process. Feel free to contact us at vip
@outdoorresearch.com if you have any questions regarding this process.
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- Where can I learn more about group sales?
- Learn more about purchasing bulk orders for your business at our Corporate and Group Sales page.
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- Shipping/tracking
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- Where can I find information on shipping costs, times, and carrier options?
- Visit our Shipping Page for details on shipping costs, times, and carrier options, along with holiday schedules and expedited shipping options. If you can’t find the information you're looking for, email info
@outdoorresearch.com or call 855-967-8197 Monday – Friday, 8am – 5pm PST.
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- How do I track my package?
- Once your order has shipped, your account will be updated and you will receive an email which includes shipment and tracking information. You can then either follow the link provided in your email or enter the tracking number directly in the carrier’s website (FedEx) to get an updated status report of your shipment. If you are unable to find your tracking information, our Customer Service department is always happy to help and can be contacted at info
@outdoorresearch.com or 1-855-967-8197. Tracking is available 24-hours after your order has shipped.
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- Can my order be shipped to an address outside of the United States or Canada?
- We currently ship to the United States from our US site only. We ship to Canada from our CA site only. Click the flag in the upper right navigation bar, and select your country to shop available inventory in your region. To find a dealer near you, visit our Store Finder, enter your location, and use the left-hand scroll to browse purchasing options in your area.
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- Can I change or cancel my order once it has been placed?
- We are not able to change your order once it’s been submitted, so if you need to modify an order, your options are to either cancel the original order or receive it as is. Our warehouse aims to process and ship orders as quickly as possible, therefore, not all cancel requests can be fulfilled. However, email us at info
@outdoorresearch.com and we will do our best to help with cancelling or updating your order.
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- Can I pick up my order at your retail store?
- We do not currently offer a will call service.
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- Warranty
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- How does your infinite guarantee work?
- You can learn everything about our warranty on the Infinite Guarantee page, or by reaching out to customer service at info
@outdoorresearch.com or 1-855-967-8197 Monday – Friday, 8am – 5pm PST.
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- Do you offer a repair service?
- We do not currently offer a repair service, though we will do our best to help you find a solution to any piece of gear that has been loved to pieces. We understand that many of our customers have a strong connection to their gear and are happy to recommend Seattle-local repair locations, or tips on extending the life of your gear. As always, feel free to reach out to us at info
@outdoorresearch.com or 1-855-967-8197 Monday – Friday, 8am – 5pm PST with any specific questions.
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- What is the turnaround time for a warranty item?
- Turnaround times vary by season and warranty volume, the most accurate estimate will be included in your warranty claim confirmation email. If you have any questions in the meantime, feel free to reach out to us at info
@outdoorresearch.com or 1-855-967-8197 Monday – Friday, 8am – 5pm PST with any specific questions.
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- How and when should I send my warrantied product to outdoor research?
- You should hold onto your warranty item until you've received return information from a customer service representative. If a replacement item is being sent to you, you may hold on to the old item until your replacement arrives – we don’t ever want you to be without your gear. Once you have received your replacement, feel free to reuse the cardboard box or poly bag we sent you to return the item to our warehouse.
You are responsible for your returned product until we have received it in our warehouse. Because of this, we recommend that you use a traceable method, such as UPS or FedEx to ship back your warranty gear.
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- Does outdoor research cover the cost of shipping my warranty item back?
- We do not cover your shipping cost to return your old item back to us. However, we do cover the cost to send your new item to you!
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- I’m only missing a small component of my item; do I need to send my entire item back?
- We oftentimes have extra straps, buckles, snaps, glove liners, and bivy poles lying around the office. Email us at info
@outdoorresearch.com with photos of your gear and a description of what you’re missing, and we’ll check our availability. Rest assured that either way, we will find a solution to your missing items.
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- I didn’t purchase my item directly from you, is it still covered under your warranty?
- Yes! As long as your item is made by Outdoor Research, and has not yet been warrantied through a retailer, it is covered under our Infinite Guarantee. Items that have been warrantied can be identified by an X marked over the tag.
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- What happens to the defective and used items once they are sent back to outdoor research?
- Outdoor Research, as a part of the outdoor industry community, has been fortunate enough to help others in need. Our donations have been sent to areas struck by disaster and given to local community organizations to help those who may not be able to otherwise get outside in the gear suited for their adventures.
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- Returns
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- What shipping address should I use to send my items back?
- Please send all US return items to the address below:
- Outdoor Research Returns Department
- Return#____
- 21402 24th Ave South
- Bldg B, Suite K
- Des Moines, WA 98198
- Outdoor Research
- NRI Distribution
- Return#____
- 8205 Dallas Drive
- Kamloops, BC V2C 6X2
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- Can I return items without a receipt?
- If you purchased the item via our website outdoorresearch.com you can make a return for a refund within 60 days of your order being shipped. If you purchased your item from another vendor, we can offer you an online store credit through our Warranty channel.
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- Can I exchange my item for a different size/style/color?
- We do not process exchanges. We are happy to refund you for the item(s) purchased via our website, then you can log back onto your account and place an additional order at anytime.
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- I purchased an item online at outdoorresearch.com, can I return it to the Seattle store?
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The Outdoor Research stores, located both in Seattle and Des Moines WA, will accept online return drop offs during store business hours, as long as a valid return number is included with the return. Please note that our retail stores are simply a handoff point for online returns. They will give your return(s) to our warehouse team to process. They do not handle any portion of your refund/credit. Please visit our returns page for more details on obtaining a return #.
Return transactions for refund or exchange at our retail store vary by the following:
- The purchase was made at one of our retail store locations (we do not accept returns from third party retailers).
- The purchase is within the returns window highlighted on the receipt provided by the store.
- Exchanges within the approved return window are subject to in-store inventory availability.
- The purchase is not a final sale item as outlined on the receipt provided by the store.
Please refer to our Retail Store Page to find store hours and locations.
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- How can I return an item from my recent purchase?
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Please visit our Returns pages for detailed instructions on making returns.
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- How do I return my purchase if I checked out as a guest?
Please visit our Returns pages for detailed instructions on making returns as a guest.
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- VIP Program
- VIP program eligibility, policies, and FAQ can be found on our VIP Program FAQ page.