Frequently Asked Questions

General Questions

What sponsorship opportunities does OR support?

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At Outdoor Research we support a wide variety of non-profit grassroots organizations. As such, funds that might otherwise go to sponsorship are generally earmarked to support organizations that create, sustain and steward the places in which we love to recreate. On rare occasions, we support grassroots events and related projects with a strong tie-in to our core sports, or athletes pushing the boundaries of skiing, snowboarding, rock and alpine climbing, paddling and trail running.

How do I find out the weight of a particular product?

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Product weight information is available on each product specific page just below the sizing guide.

If an item is not available online, does that mean I can also purchase it at your Retail Store?

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Possibly! Our Retail Store does their best to keep stock of all our new items. You are welcome to contact them 7 days a week to check on possible availability. Their hours are Mon-Fr 10 am - 7 pm, Sat 10 am - 6 pm, and Sun 12pm - 5pm. The OR Retail Store can be reached at 206-971-1496.

If my shoe sizes falls between two different sized gaiters, should I size up or down?

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We recommend you size down when possible to ensure a tight fit. However, if you have larger calves you may want to size up to ensure they fit properly. If you have any questions regarding sizing prior to purchasing please give us a call at 1.855.967.8197.

How can I re-waterproof my Outdoor Research item?

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Proper washing and drying of your technical outerwear is pertinent to preserving your products waterproofness. If you find your jacket is showing signs of absorption on the face of the fabric, it might be a good indicator that your jacket needs to be washed. We recommend using a small amount of non-residue leaving/non-fragrant liquid detergent followed by an additional rinse cycle for proper cleaning of your technical Outdoor Research outerwear. Following up your washing cycles with an additional gentle dry cycle will also help to reactivate the products’ waterproof coating.

For further directions on GORE-TEX products, click here.

How do I find a dealer in my area?

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Click here to find a retailer close to your local postal code.

Do you offer a pro deal program?

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Yes, we do! To fill out an application, please click here and apply -OR- send an email to [email protected] describing your current involvement in the outdoor industry or government firm/agency. Applications generally take 1-3 business days to process. Feel free to contact us at 1.855.967.8197 or [email protected] if you have any questions regarding this process.

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Shipping/Tracking

How much does shipping cost?

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Our shipping prices can be seen on our shipping page.

How do I track my package?

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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 [email protected] or 1.855.967.8197. Tracking is available 24-hours after your order has shipped.

Can my order be shipped to an address outside of the United States?

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At this time, OR only ships to the US. To find a dealer located in your region, click here, choose your location, then scroll to the bottom of the page and enter your postal code in the “Find a Dealer” form to find a list of retailers in your area.

Can I change or cancel my order once it has been placed?

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Your order moves through our system very quickly, so that we can be sure to get you your gear as soon as possible. Please contact our Customer Service department directly and they will work with you to be sure we get the right gear to the right location for you. Our customer service can be contacted at 1.855.967.8197, M-F, 8am – 5pm PST.

Can I pick up my order at your retail store?

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We do not currently offer a will call service. Any items purchased via our website must be shipped to a physical address or post office box ( PO Box) located in the United States.

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Warranty

How does your infinite guarantee work?

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Our infinite guarantee applies to any and all Outdoor Research products. No matter how old your product is or where you purchased it, we will happily replace any item you have that is not performing up to your standards; no questions asked!

Do you offer a repair service?

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We do not currently offer a repair service. Our guarantee covers a full replacement of any item that you are experiencing issues with. We understand that many of our customers have a strong connection to their gear and we are happy to recommend repair locations that can help you out, which will not void our Infinite Guarantee.

What do I need to do if I have a product I would like to warranty?

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What is the turnaround time for a warranty item?

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We want you to be in gear that’s meeting your needs as soon as possible so we will set you up with a replacement product at the time you call. Replacements that are in stock will ship from our warehouse within 1-3 business days.

Can I bring warranty items into the retail store?

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Our customer service department is set-up to quickly take care of your warranty concerns. We recommend contacting our reps who are well equipped at identifying a replacement and getting it out to you as soon as possible. Once you have received your Return Authorization (RA) #, you are welcome to drop the product off at our Retail Store instead of shipping it back. If you do happen to be planning a trip to the store before you are able to contact customer service, our Retail Store staff will be happy to help you out.

Do I need to send my old item back, before my new product will ship to me?

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Nope! Feel free to hold onto your old item until your new replacement arrives. We don’t ever want you to be without gear!

Does Outdoor Research cover the cost of shipping my warranty item back?

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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!

How should I send my product back?

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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.

I didn’t purchase my item directly from you, is it still covered under your warranty?

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Yes! As long as your item is made by Outdoor Research, it is covered under our Infinite Guarantee.

What happens to the defective and used items once they are sent back to Outdoor Research?

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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

What shipping address should I use to send my items back?

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Please send all US return items to the address below:

    Outdoor Research
    Attn:RA#____
    2203 1st Avenue S.
    Seattle, WA 98134

Please send all Canadian return items to the address below:

    Outdoor Research
    NRI Distribution
    Attn:RA#____
    9835 Dallas Drive
    Kamloops, BC v2c 6t4

Can I return items without a receipt?

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If you purchased the item via our website www.outdoorresearch.com you can make a return for a refund within 30 days of your order being shipped. If you purchased your item from another vendor, we can offer you an online store credit.

Can I exchange my item for a different size/style/color?

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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.

I purchased an item online at www.outdoorresearch.com can I return it to your Seattle Retail Store?

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You can bring your online purchased return into the OR Retail Store and they will assist you with the online return process. Please allow 2-3 business days for your refund to be processed back to your card. Please note that to process a refund to your credit card all returns must be received within 30 days from the date of purchase.

How can I return an item from my recent purchase?

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    Step 1: Log onto your Outdoor Research account
    Step 2: Select “create RMA”
    Step 3: Select the item(s) you wish to return from your recent order
    Step 4: Indicate return quantity, reason, and product condition
    Step 5: Indicate whether you want to receive “online store” credit or a “refund”
    Step 6: Select “submit RMA”
    Step 7: Check your email for further instructions on how to send us back your product(s)

Please note that to process a refund to your credit card all returns must be received within 30 days from the date of purchase.

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Group Sales

What products can we purchase from the OR line?

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Purchase inquiries are open to the entire Outdoor Research line and will be dependent on the season and product availability. Please note that not all colors and styles may carry over from season to season.

Are samples available?

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Depending on availability, samples may be provided prior to placing an order.

Do you provide custom embroidery?

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We do not provide an in house embroidery service but we are able to drop ship to any US location once you have a provider established.

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