Group of people cross-country skiing

Frequently Asked Questions

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. 

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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. 

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Online Orders

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 1-888-879-9665 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. 

Online Returns

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 take 3-5 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 customerservice@smartwool.com

Shipping

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. Not available in AK or HI.

$15 2-Day: 2 business days 
No weekend delivery. Available in AK and HI.

$30 Overnight*: Next day  
No weekend delivery . Not available in AK or HI. 
*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. 

Klarna

What is Klarna?

Klarna is a global payment solutions provider that works with retailers to provide customers the smoothest online shopping experience. Klarna is in over 170,000 online stores and has more than 70 million users globally.

How do I pay in 4 interest-free payments?

Select 4 interest-free payments to split your purchase into four payments, charged every two weeks beginning at the time your order is confirmed (usually the shipping date). No bills are sent - you can simply sit back, relax, and enjoy your purchase.

How do automatic payments work?

Payments are collected bi-weekly from the debit or credit card you provide at the time of purchase. All scheduled payments are communicated to you by email and you can review your purchases by logging in at https://app.klarna.com/login

Is there a fee to use 4 interest-free payments?

There are no interest charges with Pay later in 4 payments, and no fees when you follow your automatic payment schedule.  A Late Fee of up to $7 may be charged if an automatic payment cannot be collected. Please refer to the  Klarna Terms of Service  for more information.

Will this affect my credit score?

When you pay in 4 interest-free payments, Klarna may perform a soft credit check. This type of check will not impact your credit score or show up as a hard inquiry on your credit report.

How can I reach Klarna?

You can reach Klarna anytime at https://www.klarna.com/us/customer-service/ or by downloading the Klarna App for 24/7 chat.

Klarna Terms of Service

Click on Klarna Terms of Service to see the entire Klarna Policy

General FAQs

What are Smartwool products made of?

Smartwool socks, base layers and apparel are expertly crafted using premium Merino wool  blended with advanced technical materials. This blend ensures superior comfort, moisture-wicking properties, and odor resistance, making them perfect for any adventure.

Do Smartwool products have a lifetime warranty?

No, but we stand behind the quality of our Smartwool products backed by our Go Far. Feel Good.™ Guarantee.  If you're not fully satisfied with your purchase, reach out to our customer service team for assistance and replacement options.

Do Smartwool products shrink?

Smartwool products are designed not to shrink if properly cared for. Follow our washing guide to maintain the original fit and ensure they last for years to come.

Where can I buy Smartwool?

Use our store locater to find the nearest retailer that carries Smartwool products.

Product FAQs

How do you wash Smartwool socks?

To maintain the quality of your Smartwool socks, turn them inside out and machine wash in cold water on a gentle cycle. Avoid using fabric softeners or bleach, and air dry them to prevent shrinkage. For a step-by-step guide, check our washing instructions.

Where are Smartwool socks made?

Smartwool socks are made with precision and care in the USA in our state-of-the-art facilities, ensuring high-quality craftsmanship. Find your perfect pair of Smartwool socks, proudly crafted for performance and comfort.

What can I use my Smartwool socks for?

Smartwool socks are versatile and ideal for various activities, from hiking and running  to everyday wear. Explore our Sock Finder to find the perfect pair for your adventures.

Should base layers be tight?

Yes, it’s important to find base layers that have a snug fit to effectively wick moisture away from your skin and provide optimal thermal regulation. This ensures maximum comfort and performance during outdoor activities.

Are base layers and thermals the same?

Think of it like this: all squares are rectangles, but not all rectangles are squares. Similarly, while all thermals can be considered base layers, not all base layers can claim the thermal title. Both excel in wicking away moisture, keeping you dry. However, when it comes to turning up the heat, thermal layers pack an extra punch of warmth that base layers just can't match.

Are Smartwool jackets warm enough for winter activities?

Yes, Smartwool jackets, insulated with Merino wool, offer excellent warmth and temperature regulation, making them ideal for winter outdoor activities such as skiing and snowboarding. They are meant to layer under heavier outerwear jackets and are important in a solid winter layering system.

Can I wear Smartwool jackets and vests during high-intensity activities?

Absolutely! Smartwool jackets and vests are designed to provide warmth and breathability, making them suitable for high-intensity activities like hiking, running, and skiing.

Can I wear Smartwool hoodies as a mid-layer during winter?

Yes, Smartwool hoodies for men and women make excellent mid-layers, providing added insulation without bulk, making them perfect for winter layering.

What are the benefits of wearing Smartwool shirts?

Smartwool shirts for men and women offer temperature regulation, moisture management, and odor resistance, keeping you comfortable during various activities.

Does Smartwool offer different cuts and fits for underwear?

Yes, Smartwool offers a variety of styles and sizes for both men and women, ensuring a comfortable and supportive fit for every body shape.