Frequently Asked Questions
What hours can I contact someone in your Customer Service Department?[ View Answer ]
Our Customer Service department is available Monday-Friday from 7 am - 5 pm PST. You can contact us by phone at 1.855.967.8197 or by email at [email protected].
What sponsorship opportunities does OR support?[ View Answer ]
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 apply for sponsorship?[ View Answer ]
In order to apply for sponsorship please email [email protected]. All submissions should be supported with detailed plans (previous undertakings, environmental donation, timelines for completion, etc.).
How do I find out the weight of a particular product?[ View Answer ]
Product weight information is available on each product specific page just below the sizing guide.
How do I find out specific measurements for an item, such as “brim length of a hat” or “sleeve length of a jacket”?[ View Answer ]
Specific product information is available for all of our items. Please send an email to [email protected].or call us at 1.855.967.8197 and we can supply you with specific measurements for any item(s).
If an item is not available online, does that mean I can also purchase it at your Retail Store?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
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.
I have a product suggestion or concern, who should I contact?[ View Answer ]
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 contact Outdoor Research Customer Service at 1.855.967.8197 or [email protected].if you have any comments, suggestions, or concerns.
How do I find a dealer in my area?[ View Answer ]
Click here to find a retailer close to your local postal code.
Do you offer a pro deal program?[ View Answer ]
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.
How do I track my package?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
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.
How does your infinite guarantee work?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
Before you send your product back to us, you will need to contact us to receive a Return Authorization Number (RA#). You can do that by filling out the Return Authorization form online or calling our customer service department. Our reps are available Monday-Friday from 7 am - 5 pm PST. You can contact us by phone at 1.855.967.8197 or by email at [email protected].
What is the turnaround time for a warranty item?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
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’m only missing a small component of my item; do I need to send my entire item back?[ View Answer ]
If we are able to send you a replacement piece or spare part we will happily do so! If we do not have a replacement part to send your way, we will replace the entire item for you. Please send an email to [email protected] to request a specific missing piece or component.
Can I purchase extra straps, buckles, snaps, glove liners, bivy poles, etc?[ View Answer ]
Because we back all of our products under our infinite guarantee, we will send you new components free of charge, based on availability. Please send an email to [email protected] or call us at 1.855.967.8197 to see if we have what you’re looking for in stock.
I didn’t purchase my item directly from you, is it still covered under your warranty?[ View Answer ]
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?[ View Answer ]
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 shipping address should I use to send my items back?[ View Answer ]
Please send all US return items to the address below:
- Outdoor Research
- 2203 1st Avenue S.
- Seattle, WA 98134
Please send all Canadian return items to the address below:
- Outdoor Research
- NRI Distribution
- 9835 Dallas Drive
- Kamloops, BC v2c 6t4
Can I return items without a receipt?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
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?[ View Answer ]
- 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.
How do I return my purchase if I checked out as a guest?[ View Answer ]
Call our Customer Service Department at 1.855.967.8197 or email us at [email protected] and we will issue you a Return #. Ship your item(s) back to Outdoor Research with the Return # clearly labeled on the outside of the package.
Who can qualify for an Outdoor Research Group Sales purchase?[ View Answer ]
We are happy to extend our group rate discounts to various organizations, businesses, clubs and outdoor industry affiliated groups. Please contact us directly at [email protected] to find out if you qualify for our special group rate pricing.
What products can we purchase from the OR line?[ View Answer ]
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.
What form of payment do you accept?[ View Answer ]
We are able to process payment for these orders via credit card (visa or MC only). We are not able to accept American Express at this time. For orders exceeding credit balances, please contact us directly at [email protected] for credit application information.
Are samples available?[ View Answer ]
Depending on availability, samples may be provided prior to placing an order.
I am using Government funds to pay for the order. What do I need to do?[ View Answer ]
Any Government issued credit order will need to be processed through separate channels. Please contact [email protected] directly for information on placing these orders.
I’m interested in your tactical line. Is this product available for group purchases?[ View Answer ]
Our GOV line is available dependant on production availability for group sale purchases. Please contact [email protected] for pricing and sale availability.
Do you provide custom embroidery?[ View Answer ]
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.