Frequently Asked Questions
Patagonia Returns & Exchanges
Due to fluctuating inventory levels, we are unable to offer direct exchanges. The most efficient way to ensure you get the item you are looking for is to return your purchase for a refund to the original form of payment and place a new order on patagonia.com. This will guarantee you get the item, color and size you need before we sell out.
If you need help with the replacement order, please contact Customer Service. We are happy to help you with a seamless transaction and any questions you may have.
We do not set a time limit on returns, though we ask that returns for fit or color be made in a timely manner and that items be kept in new condition with tags attached. We accept both current season and discounted items for return.
Items purchased from a Patagonia retailer or authorized dealer that are new with tags attached can be returned with the Return Form and receipt for merchandise credit.
We offer a $5 flat rate return shipping label that includes tracking and insurance. This cost will be deducted from your refund or credit. You can set up your return and purchase this by heading to our Returns and Repairs page and clicking “Start my Return.” You’ll need to create a patagonia.com account or log in to your existing account to get started. After completing this process, you’ll be provided with a printable return shipping label along with a return packing slip to include in your package.
If you’d prefer to return the item with a shipping method of your choice, please fill out and enclose the bottom portion of your original invoice or fill out and include our Returns Form with a copy of your receipt. We recommend sending your package with a shipping method that provides tracking and insurance as Patagonia is not responsible for lost packages.
Absolutely! Use our Store Locator to find a Patagonia-owned retail store near you. Just bring your order number, invoice and original method of payment. Please note: Patagonia stores cannot refund orders purchased with PayPal; instead, a merchandise credit will be issued. If you wish to have your PayPal refunded, please follow the return process found on the Returns and Repairs page.
Be advised: Authorized dealers like REI, Dick’s Sporting Goods, etc. cannot accept returns of items purchased on patagonia.com.
We stand behind everything we make, including our waders. If you are not completely satisfied with your waders at the time of purchase you are welcome to send them in for return. We ask that waders returned for size or fit are in new condition with tags attached. Get started on our Returns and Repairs page.
If your waders fail due to construction or material defects, you are welcome to send them in for warranty evaluation. We are not responsible for normal wear and tear, nor accidents such as the occasional run-in with thorns or barbed wire. We promise to evaluate your waders thoroughly and fairly, and ask that you do the same if your waders have worked hard for you and earned their retirement.
If you’d like to send your waders for a warranty evaluation, get started on the Returns and Repairs page.
We stand behind everything we make, including our wetsuits. However, wetsuits require care if they are going to perform and wear the way they were intended. Patagonia is not responsible for wetsuits that are abused or show normal wear and tear over time. Scratches and fading are inevitable, as are tears from the occasional close call with a fin.
Please note that we are unable to accept wetsuits as returns for fit issues once they have been used in the water.
Not quite what you wanted? You can return any Patagonia item you received as a gift for merchandise credit that can be redeemed at patagonia.com and Patagonia-owned retail stores. We just ask that the item be in new condition with tags attached. Get started on the Returns and Repairs page and be sure to mark your item as a “Gift.” Returns not marked as a gift will be credited to the original buyer.
To ensure you are credited the correct amount, please include the original order number and any receipt information you may have with the Returns Form. Gifts returned without purchase information will be credited for the last known sale price of the item.
Delivery times can vary depending on the shipping method selected in checkout and the destination of your package. If you selected our free shipping option, please note that it can take up to 10 business days to arrive. Faster shipping options are available during checkout; please see our Shipping Information page for full details and transit times.
Also, please be aware that weather, shipping holidays, peak shipping seasons and incorrect billing information can delay the shipment of your order.
We encourage all customers to shop for Patagonia gear within their country or locale. You can view stores or dealers near you by entering your location on our Store Locator page or changing your country with our Country of Origin tool.
If you are not able to find the item you are looking for locally and would like to ship from the U.S., please visit our International Orders information page to find out if we are able to ship to you. Shipping rates for international locales can vary; see our Shipping Information page for full details. Please note that duties, taxes and fees are the responsibility of the recipient and will be due at the time of delivery.
You will be emailed the tracking number shortly after your order ships. To track your package, follow the tracking link in your email or input your tracking number into the carrier’s website.
We’re happy to look at any Patagonia item that needs repair to see if it’s something we can fix.
If you have a recent order number and would like to purchase our $5 flat rate shipping label, you can get the process started on our Returns and Repairs page.
If you are missing your order information, or if the item you are sending in for repair was purchased from an authorized Patagonia retailer, please download our printable Repair Form and follow the instructions to send in your repair. We recommend choosing shipping that includes tracking and insurance as Patagonia is not responsible for packages lost in the mail.
You may also drop off your item for repair at any official Patagonia retail store, marked in orange on our Store Locator map.
Lastly, if you’re feeling crafty, you can also check out our DIY Repair Guides through our Worn Wear initiative.
We do ask that customers cover the cost of return shipping for all repairs. If you have a recent order number, we offer a $5 flat rate shipping label that includes tracking and insurance. You can find it on our Returns and Repairs page. If you do not have a recent order number, please download our printable Repair Form and follow the instructions to send in your repair. To make it an even trade, we are happy to ship the item back to you at our expense.
If you will be returning the item with a shipping method of your choice, we recommend sending your package with a shipping method that provides tracking and insurance as Patagonia is not responsible for lost packages.
If the item is unrepairable we will perform a warranty evaluation under our Ironclad Guarantee. Depending on the outcome of the warranty evaluation, we may be able to issue you merchandise credit toward a replacement item instead.
If you’d prefer to receive your unrepaired item back, please indicate so when setting up your repair online (using the $5 return label process) or on the Repair Form enclosed with your repair item.
We’ll do our best to repair your gear, but some items require special attention and some cannot be repaired. For specifics on repairing your specialty item, please see below:
Waders: If your waders fail due to construction or material defects and need repair, you are welcome to send them in for warranty evaluation. Damage due to normal wear and tear, or accidents such as the occasional run-in with thorns or barbed wire, may be repaired at a reasonable charge.
If you’d like to send your waders for a warranty evaluation, get started on the Returns and Repairs page.
Wetsuits: Wetsuits require extra care and technique when repairing, so we handle these a little differently. Wetsuit failure due to malfunction, such as a broken zipper or torn seam, will be repaired free of charge. Damage due to normal wear and tear, or accidents such as a fin cut, blown-out panel or delamination, will be repaired at reasonable charge.
To see full details and get started on your wetsuit repair, please follow the instructions in our Wetsuit Repairs Guide.
Footwear: We are not able to repair Patagonia footwear, but all Patagonia products are covered under our Ironclad Guarantee. If you feel your Patagonia footwear has not held up to your standards, please visit our Returns and Repairs page for more information on how to send items in for warranty evaluation.
Buy Online Pickup In Store
In-Store Pickup is another way we are allowing customers to shop in a way that fits their schedule and lifestyle. You can place an order online and then swing by the store to grab your order later that day or the next day without having it shipped. With In-Store Pickup there’s no shipping cost, no waiting for a delivery, and no risk of your items being out of stock when you visit us. It's also a great way to connect, find out what we are up to in the community and get involved.
In-Store Pickup is available at these locations in NYC: Meatpacking, Bowery, UWS and SoHo. It’s also available at Chicago Lincoln Park.
Pick-up orders can be placed online at patagonia.com. If an item is available for pickup, you can select "In-Store Pickup" after choosing a color and size on the product page.
You will receive an email letting you know your order is ready.
A digital or print copy of the confirmation email and a photo ID.
Yes. If someone other than the person who placed the order is picking the item up, they need a digital or print copy of the confirmation email and a photo ID (their own) to grab the order. This way we know who picked it up.
Once you arrive at the store, check in with a retail associate and they’ll take care of you.
We will hold your order for about a day. Check the date and time stamp on your “Your Order is Ready for Pickup” email. You will have the rest of that day plus the following day to pick up your order. Check store hours here.
Orders or items will be restocked. However, if you miss your pick-up window, you can place a new order online or purchase the item in-store if it is still available.
The card will be authorized at the time of purchase, but the charge will not go through until the item is picked up and the transaction is complete.
If you have questions about your order, you can call the store you are picking your order up from or Customer Service.
Yes! You can return your In-Store Pickup order at the store you purchased it from or online.
If In-Store Pickup is an available option for the item(s) on patagonia.com, then it is eligible for pickup!
We are happy to help cancel or place a new order for you. To do so, you can call the store you are picking up from, or Customer Service.
Patagonia products are designed to work hard and let you play hard. Should you need some help cleaning up after your most recent adventure, our Product Care Guide has got you covered. We’ve collected a number of cleaning solutions over the years for all manner of grime.
Having trouble deciphering the hieroglyphics on the tag of your garment? The Federal Trade Commission’s product care symbol guide will explain everything—and help you keep your gear in great shape.
A clean shell is a happy shell—be sure to wash your waterproof garments and regularly replenish their water-repellent coating. Check out our Granger’s wash and repel products.
We’re happy to update you on the status of your order! If a valid email address is provided at the time you place your order, you will receive an email confirmation followed by a shipping notification that includes tracking information for your package.
To check the status of your order at any time, you can view your Order History found in your account, or visit our Order Status page. There you will enter the last name on the order, along with the 8-digit order number found in your confirmation email. Shipment tracking is only available through the shipping notification email.
We process, pack and ship orders as quickly as possible. If you need to make changes or cancel an order, please contact Customer Service as soon as possible.
Please note that we are unable to cancel an order once it has been shipped.
Gift Cards and Merchandise Credits
Enter your card number and pin number on the “Check your Card Balance” link found on our Gift Card page.
Already checking out? Not to worry, you can also check your balance during the billing portion of checkout.
Log in to your account from the Account Sign In page and click the “Password Assistance” button found on your My Account page. Enter the email associated with your account and you’ll be sent an email with a link to update or change your current password.
If you are not seeing a password reset email, verify that your email address was entered correctly, or check your spam or junk folders.
Our stores offer a special selection of products from outside partner vendors. These items are often exclusive to each individual Patagonia location and may not be sold in other stores. If something catches your eye in the store, it might be worth picking up!
To find contact information for one of our stores, please visit our Store Locator page.
The Patagonia Pro Program is a membership program for qualified outdoor professionals, environmental grant recipients and outdoor industry partners. Membership is by application, is not guaranteed and can be revoked at any time.
For more information, check out our Pro FAQs.
Yes, our Patagonia Retail Stores offer a 10% appreciation discount to all Active Duty, Reserve and National Guard personnel. A valid military ID will be required for eligibility.
Didn’t quite answer your question? Reach out to our friendly Customer Service and we’ll gladly lend a hand!
Counterfeit Products and Unauthorized Marketplaces
Patagonia's mission statement is "Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis." Counterfeit Patagonia product is an assault on everything we stand for as a business. Counterfeit Patagonia product is low-quality clothing, made in factories with abhorrent labor conditions, using toxic materials that pollute the environment. These poorly built products then quickly fall apart and make their way into the landfill furthering the harm they reap.
Patagonia works hard to stop sales of counterfeit product and to shut down fraudulent websites that steal from our customers. These FAQs will help you buy real Patagonia product from authorized sources, so you buy fewer, better products that are eligible for our Ironclad Guarantee.
The website probably isn't legitimate if you are reading this. An increasing number of websites "scrape" our site and its images and then set up a page that mimics the look and feel of patagonia.com. These sites are run by scammers who will charge your credit card and then either: send you nothing, send you counterfeit Patagonia product or send you some totally unrelated cheap product. In any event, they will ignore your effort to contact them, and you will have to convince your credit card provider to cancel the charge.
How to tell if a website selling Patagonia product is legitimate:
- Is it an authorized store listed on our Store Locator?
- Is the URL suspect? Patagonia.com is the only online Patagonia store; we do not have any online outlet or discount shops. Any URL with "patagonia" and "official" "sale" "discount" "clearance" or anything else is fake.
- If the price discount looks too good to be true, it is.
- Contact email should not be a commercial email provider (e.g. hotmail.com, gmail.com, yahoo.com) rather than a corporate address.
- Policies such as shipping, refund, etc. are written poorly or don't make sense.
- When in doubt, we can help you out! Email us at firstname.lastname@example.org or call Patagonia Customer Service.
Patagonia prohibits its authorized dealers from selling on online marketplaces like amazon.com, ebay.com, overstock.com and walmart.com as well as in brick-and-mortar discount retailers like Costco and Sam's Club. Patagonia cannot assure that products you buy from these platforms or in these stores are authentic.
Online marketplaces and auction sites like amazon.com, ebay.com, walmart.com or others that host third-party sellers usually do not guarantee the authenticity of the products on their sites. We regularly find counterfeit Patagonia products on these marketplaces—even listings that use our images and product copy and otherwise look legitimate to the online customer.
Your best bet to get authentic Patagonia product is to buy from patagonia.com, one of our retail stores or from one of our authorized wholesale dealers, which you can find on our Store Locator.
Please report the site to us at email@example.com so that we can work to get the site taken down to help prevent other customers from getting duped.
It's probably not too late to get your money back by disputing the charges with your bank or credit card company. Keep in mind that you should provide as much information as possible, such as:
- Proof of purchase (email or paper receipt/invoice)
- Proof of your attempt to return the fake product for a refund
- Screenshots of the results showing authorized Patagonia retailers, or a screenshot of a legal notice declaring the website is counterfeit
You can also report the site to The National IPR Center. The IPR Center promotes national security by protecting the public's health and safety, the U.S. economy and our military, and by stopping predatory and unfair trade practices that threaten the U.S. and global economy.
Be prepared to provide the following type of information when reporting counterfeit websites, or any other IP theft, to us (or the IPR Center):
- Information about the business/individual that violated intellectual property rights (e.g. address, website, email, social media site/user account, IP address)
- Monetary loss and type of payment used
- Type/style of products offered
- Summary of incident
- Contact history with business/individual that violated intellectual property rights
- Any other research or information about the incident