Go Far. Feel Good.™ Guarantee
What is it?
We stand behind everything we make. We promise to make our products with incredible attention to comfort, fit, and durability—because we want you to love our gear as much as we do.
And we want it to be able to support all your adventures, from exploring new cities to summiting new mountains. So, if, for any reason, you are not completely happy with your Smartwool® products within two years of purchasing, we’ll get you into some new gear. No problem.
How does it work?
To process your claim, just fill out the Smartwool Claim Submission Form, upload the requested images, and hit send. Then, we will contact you with next steps. We want you to get back to doing what you love in the outdoors as soon as possible.
Do you offer gift options?
We offer e-Gift Cards through our third-party vendor, Cashstar. e-Gift cards can be purchased in amounts ranging from $10-$2000, so you can give the gift of adventure and Smartwool® comfort to all the explorers in your life.
The address I typed is correct, but smartwool.com is not accepting it. What should I do?
Does the address you typed match the address on file with the credit card company? If you still encounter a problem after you’ve verified that the address matches, please call customer service at 888-851-9411 for further assistance.
Can I ship my order to someone else or a different address?
Yes, orders can be shipped to a different address than the billing address. Once you get to the checkout page, enter your shipping address. You can then enter the billing address that is tied to the credit card you are using.
What methods of payment does smartwool.com accept?
We accept Visa, Mastercard, Discover and American Express credit or debit cards that have a United States billing address. We also accept PayPal through our online order process.
My online order has shipping damage. What should I do?
If you received an item that was damaged during shipment, please contact our customer service with your order number.
Before accepting your order shipment, inspect the carton and the contents for any potential damage that may have occurred during shipment. It is normal for the carton to show some wear; however, if damage to your product(s) did occur, follow these steps:
· If the damage is minor, accept the package but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records. Contact our Customer Service team immediately.
· If there is extensive damage to the carton, refuse the order and Contact our Customer Service team immediately.
We will make every reasonable effort to reorder the item or credit your purchase in a timely manner.
How do I process an online return?
We include a free shipping return label in our packages. Please include the original packing slip or a copy of your order confirmation with the return and send it back using the free return label. Please note your tracking number on the return label to keep for your records until your refund is processed. You can ship it back using your nearest FedEx location or post office. Once the return is received, your refund will be processed back to your original form of payment.
How long does it take to receive a refund?
Refunds may take up to three weeks to process due to the time often required for shipping and bank processing.
What if I need a new return label for my order?
We would be happy to get you a new label for your online return. Please contact customer service at 1-888-879-9665 or email at firstname.lastname@example.org.
Do you ship internationally?
We do not currently ship outside the United States.
Do you ship to PO Boxes or APO/FPO addresses?
Yes, orders shipping to a PO Box or an APO/FPO address, can take a little longer for delivery to get as they will ship out using USPS. These orders cannot ship out using express or overnight shipping, but we’ll do our best to get your gear to you as soon as possible.
How do I track my order from smartwool.com?
Tracking numbers are assigned to packages when they ship. Once they’ve shipped, you’ll receive an email which includes a tracking link, along with your order information. From the tracking page, you'll be able to see your estimated delivery date and can sign up for shipping and delivery notifications. From there, all you have to do is contain your excitement about your new gear!
How do you ship and how much does it cost?
$5 Ground: 5-7 business days
No weekend delivery. Not available in AK or HI.
$10 3-Day: 3 business days
No weekend delivery. Orders to AK and HI
$15 2-Day: 2 business days
No weekend delivery. Orders to AK and HI
$30 Overnight*: Next day
No weekend delivery
*Saturday and Sunday orders ship on Mondays
Overnight, 2-Day & 3-Day Orders must be placed by 3:30pm EST (12:30pm PST) Monday - Friday to be processed and shipped the same day. Overnight, 2-Day & 3-Day Order delivery are not eligible for P.O. boxes. Please note that we do not ship overnight on weekends or Holidays. Overnight orders placed on Friday prior to 3:30pm EST (12:30pm PST) will be delivered on Monday. Overnight orders placed on either Friday after 3:30pm EST (12:30pm PST), Saturday or Sunday will be delivered on Tuesday.
*Free Shipping: Learn more about free shipping
When should I expect my order to be shipped?
We ship orders on business days. “Business days” are Monday through Friday and exclude federal holidays within the United States. Holidays include Martin Luther King Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas and New Year's Day.
Deliveries to PO Boxes and APO addresses ship via USPS. All other deliveries ship via FEDEX.
Legal title to purchased product transfers to the buyer at point of shipment.