The first step is to check with the members of your household and close neighbors. If your package still isn’t turning up, the next step is to contact the local courier who dropped off the package. They will have the most up-to-date information for you. If you are still unable to find your package, give us a call at 1-800-648-9717. From there, we will work to resolve the issue as fast as possible.
The most common reason for an error is due to an incorrect billing address. Please verify the billing address you have entered matches the address on file with your bank or credit card. If the address is correct, give us a call at 1-800-648-9717 and we will help place your order.
Once an order is placed, we are unable to add or modify order details. If the order has not been processed by our warehouse, we will need to cancel and replace your order with the correct information. Please call us as soon as possible at 1-800-648-9717.
Cancellations are a time-sensitive matter as we try to ship your items as fast as possible. Please do not rely on email for us to cancel your order. Please call us as soon as possible at 1-800-648-9717 and we will do our best to accommodate you.
Unless otherwise stated, only one promotional code can be used per order.
Yes. We are able to accept returns within 60 days of your original purchase date for an exchange or refund if the item(s) are unworn with original tags. All outlet sales are final and not eligible for return or exchange.
- Locate your Return Form (bottom half of your invoice) and note the items that you are returning. If you don’t have your Return Form, please include a printed copy of your email order confirmation.
- Package your return item(s) with completed return form.
- You may ship your items back using the carrier of your choice. We recommend using a service with tracking capabilities. Please obtain the tracking # for your records and make sure that your return is shipped to:
- Attn: KUIU Returns Department
- 2029 East Monte Vista Ave.
- Vacaville, CA 95688
Once we receive your return, we will process and issue a refund for the full purchase price (less the cost of shipping) to your original form of payment. Refunds are generally processed within 5 to 7 business days from the day we receive your package.
Yes. If you need a new size or color, please give our customer service team a call at 1-800-648-9717. With our Quick Exchange process, we will place a new order for your exchange item(s) and waive the shipping fee on that order. You will be charged at the time your new order is placed and we will process your refund once we receive your return.
If you do not have your Return Form, please include a printed copy of your email order confirmation. If not available, please include a note with your name and order number.
To make international returns easy, we have partnered with eShopWorld. To begin your return, visit our global site and click on the link to be directed to our international returns portal. Once there, please follow the steps provided.
For any returns not managed by eShopWorld, please contact us at firstname.lastname@example.org.
You do not need a return authorization number (RA#).
Please contact customer service at 1-800-648-9717 or at email@example.com so we can help look up your order number.
Refunds are generally processed within 5 to 7 business days from the day we receive your package.
No. All KUIU Outlet purchases are final sale and are ineligible for refund or exchange.
If you believe your item is defective, please email pictures of the defect and a brief description to firstname.lastname@example.org.
Refunds are issued to the original form of payment used. If you paid for your purchase with a gift certificate, you will be refunded in the form of a gift certificate. If you paid for your purchase with a credit card and gift certificate, your refund will go back to the credit card first and the remaining amount will be issued in the form of a gift certificate.
Yes. If you received a gift that you would like to return or exchange, please contact customer service at 1-800-648-9717 or at email@example.com. We will need the original order # or the name of the person who gifted it to you, so we can find the order. We can issue you a gift certificate for the item or we can refund the original purchaser.
At this time, we are only able to issue a refund to the credit card used on the original order. This is the standard process for online refunds and your bank or financial institution will route the funds to you as soon as they process your credit. If your return has not been processed yet, we can also issue you a KUIU Gift Certificate if you prefer. Please specify this on your return form when mailing in your item or call customer service at 1-800-648-9717.
Yes. You will receive an email once your return is complete.
Our returns department does not process new orders for returned items. Per our Quick Exchange policy, if you need a different size or color, please give us a call at 1-800-648-9717. We will place a new order for you and cover the standard shipping cost.
The first step in a warranty claim is to send an email to firstname.lastname@example.org from the email your KUIU account is set up under. We will need pictures of the damage with a short description of how it happened. If you really want to make it an easy process please include: the order number, first and last name of the purchaser, color and size of your item, and a ballpark of when the item was purchased. That will make it easy for us to find the original order.
Typically yes, we will send a prepaid label to receive the damaged product back. We always like to see product failures in person. This is at the discretion of the warranty manager, and they will let you know either way.
You don’t need to do anything different. Just follow the instruction in the first question about the warranty process.
If your item is sold out there are two options, we can send you a replacement when we receive the next shipment, or we can issue a gift certificate for the purchase price of the item. If your item has been discontinued without a replacement we will issue you a gift certificate for the purchase price of the original.
This is a difficult question as the response times will vary depending on the seasonal volume. If all the information is provided and you are the original purchaser, we typically have a 3-5 day response time on the email. Once you have the email and label, shipping may take a few days to be received by us. Once we receive the warranted item the order will be placed and a confirmation will be sent to you.
If you are in a time crunch and need your replacement quicker, we can accommodate that. Once you have the label and put the item in the mail, email email@example.com the tracking information. Once the tracking is active and the package is on its way back we will place your replacement order.
Yes, just send an email to firstname.lastname@example.org and let us know and we will work with you to have the product swapped out.
We only cover the original purchaser. Any item bought second hand or from a 3rd party is not covered under our warranty policy. If proof of purchase cannot be provided or found, the warranty is void.
Yes, but when you email in please include the full name of the person who purchased it and your shipping address.
KUIU's gear is designed and built with a balance of weight, comfort, performance, and durability as the goal. While KUIU products do excel in all of these aspects, it is not indestructible. Sharp rocks, stiff limbs, and unexpected falls can push any fabric or clothing type beyond its limit.
Any problem that is caused by abuse, misuse, or an act of nature (fire, flood, moths, etc.) is not covered. Snags, stains, pilling, discoloration, deterioration, burns, or damage from normal wear and tear are not covered by this warranty.