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Do they offer a pro deal program?
Yes, they sure do! Please visit their VIP Program Application Page to get started. Applications generally take 1-3 business days to process. Feel free to contact them if you have any questions regarding this process.
How long does it take for my order to ship once it is placed?
As fast as they can. Their warehouse crew usually ships online orders within 1-2 business days (including 2 Day and 3 Day) from the time they are placed. Orders placed after 11am PST on Fridays or over the weekend will be processed the following Monday. Please note: Standard and expedited shipping times do not include processing. Due to COVID-19 precautions and high order volumes, order processing may take up to an additional 1-2 business days. Processing time may increase during sales and holidays.
How will my order ship?
They ship all US orders out of their Seattle, WA warehouse using FedEx or USPS. Canadian orders ship out of their Kamloops, BC warehouse using best method ground shipping. As soon as your order leaves their location, an email confirmation will be sent to you with a link to your tracking number.
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.
Can I change or cancel my order once it has been placed?
They 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. Their warehouse aims to process and ship orders as quickly as possible, therefore, not all cancel requests can be fulfilled. However, email them and they will do their best to help with cancelling or updating your order.
Can I return items without a receipt?
If you purchased the item via their 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, they can offer you an online store credit through their warranty channel.
Can I change my item for a different size/style/color?
They do not process exchanges. They are happy to refund you for the item(s) purchased via their website, then you can log back onto your account and place an additional order at anytime.