Frequently Asked Questions

How can I contact customer service?

Please reach out to us via one of the channels on our Contact Us page.

Please ensure accuracy of your shopping cart prior to placing your order. Our warehouse aims to process and ship orders as quickly as possible. If there is an issue with an order placed, you are welcome to place a new order and set up a return for any qualifying items that have shipped.

We are not able to change or cancel your order once it’s been submitted. This includes:

  1. Discount codes missed
  2. Shipping selection
  3. Adding/removing items

For address edit requests:

We have a limited window to make adjustments within the first hour of an order being placed. This window is not a guarantee as our warehouse team aims to process orders quickly. Please note: address changes and delivery redirects are not available with standard shipping.

Due to tax and invoicing reasons, if we are able to edit your address, the only edits we can make are on:

  1. Ship-to name
  2. Street addresses
  3. Phone numbers
  4. Suites
  5. Box #'s
  6. Apt #'s.

We are unable to change a city or state associated with an order's ship-to address. If you need to change a city or state associated with an order, our team can attempt to catch and cancel your order, within the first hour of placement, M-F 9a - 4pm PST. Again, this request to edit or cancel is just that, a request, and not a guarantee.

Outdoor Research has recently observed an increase in fraudulent websites and social media ads offering counterfeit products and enticing discounts to deceive customers. These malicious sites scrape content from the authentic Outdoor Research website and create fake storefronts with similar URLs, often failing to deliver legitimate products after payment. Learn more on how to protect yourself and how to identify the official Outdoor Research website. 

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We have moved to a new ordering platform, and warranty and online credit was shifted to Gift Cards for use on future orders. If your looking for a credit that use to live in your account, it is now been issued as a gift card, please check your inbox, junk spam and promotional inboxes. If you do not locate your gift card, reach out to us for more assistance. Contact Us

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 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.

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.

We don't have a notification system for restocks other than signing up for the"Notify Me"on the product page to receive a "Back in Stock" email notification once the item is available on our website. Please note for items we no longer carry or that have been discontinued, we will not see restock of these items and the "Notify Me" option will not be available.Please follow the steps listed below to set up a "Back in Stock" notification email:

  1. Navigate to the product page for the item.
  2. Select the Product photo, size, and color for the item.
  3. Click on the "Notify Me" button.
  4. Enter your email address and click the "Notify Me" button to submit your request.

Once the item is available on our website you will receive a "Back in Stock" notification email per your request.Please keep an eye out in the Spam, Junk, or Promotions section of your inbox since it often lands in those folders. It can also be helpful to add our domain to your safe senders list in your contact book: info@outdooresearch.com.

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

Here are a few resources you might find helpful on washing your waterproof gear:

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! Please reach out to us via one of the channels on our Contact Us page with your ideas, advice, or kudos.

Yes, we sure do! Please visit our VIP Program page to get started. Applications generally take 1-3 business days to process. Feel free to contact us if you have any questions regarding this process.

No, our website does not support tax-exempt orders at this time.

Learn more about purchasing bulk orders for your business at our Corporate and Group Sales page.

Where can I find information on shipping costs, times, and carrier options?

Please visit our Shipping page for details on shipping costs, times, and carrier options, along with holiday schedules and expedited shipping options.

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. You are also able to check the status of your order at any time, including once shipped via our Order Status link. Tracking is available 24-hours after your order has shipped.

We do not offer any international shipping options from our websites.

No. We do not allow shipping via freight forwarders or re-shippers under any circumstances.

Yes! Orders can be placed online and picked up at our Seattle, WA and Des Moines, WA stores. Pickup orders may take up to 48 hours to process and will be held for 10 days. Retail store hours can be found here.

We do not offer a reship service for shipments returned to sender. If your shipment is returned to sender, it will be received and processed by our warehouse team for a refund. You are free to place a new order as needed.

How does your Infinite Guarantee work?

You can learn everything about our Infinite Guarantee on the Warranty page.

  • Normal wear and tear.
  • Size and/or fit issues.
  • Batteries have an expected 1-year lifespan from date of purchase, after which time they will not be eligible for warranty.
  • Products that have been handled against their intended use, involved in accidents, or defaced.
  • Products purchased from non-authorized dealers.
  • User-created damage like rips, tears, burns, holes, or stains. 
  • Products with SMS tags, or that have been marked with an X.
  • Products that have been altered by embroidery, patches, or any other 3rd party embellishments or alterations.
  • Lost, stolen, or discarded product.
  • Gift returns.
  • Online purchase from outdoorresearch.com within the last 60 days.

We do not currently offer a repair service.

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 via one of the channels on our Contact Us page.

We oftentimes have extra straps, buckles, and snaps lying around the office. Please reach out to us via one of the channels on our Contact Us page with photos of your gear and a description of what you’re missing, and we’ll check our availability.

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.

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.

What qualifies for a return?

All Outdoor Research products that are not listed as "Final Sale" qualify for a return. (Final sale items include: all Outlet styles, Face Masks & Face Coverings, and Nikwax products.) We ask that items be returned in brand new, unused condition, with all components and packaging intact. If an item arrived damaged, it also qualifies for a return.

Please visit our Returns page for more details on US return shipping.

If you purchased the item via our website outdoorresearch.com, and your desired return is not an item marked for final sale, you can make a return for a refund within 60 days* of your order being shipped. We do not offer returns from 3rd party orders, orders placed through other vendors, or gift returns.

*Orders placed 10/01/24 - 12/2/24 have until 1/31/25 to create a return for refund back to the original form of payment.

Yes. Please visit our Returns page for detailed instructions on making exchanges.

We do not accept gift returns. For items received as a gift, we recommend working with the person who purchased the item for you to make a return or exchange with the original vendor.

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 number.

Please visit our Returns page for detailed instructions on making returns.

Please visit our Returns page for detailed instructions on making returns as a guest.

VIP Program

VIP program eligibility, policies, and FAQ can be found on our VIP Program FAQ page.