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 a refund if the item(s) is/are unworn/unused and clean with original tags. All outlet sales are final and not eligible for return or exchange.
For International Returns (orders managed by eShopWorld):
We have simplified the international return process for orders shipped to all countries managed by eShopWorld. To return your order or items on your order, please CLICK HERE to be redirected to our online returns portal. You will need your order number that was provided to you at the time of purchase and in your confirmation email, and the email address you provided during your purchase. Our Return Policy applies to all International orders.
- Log into the returns portal by using your order number and email address.
- Select the items you would like to return and the reason from the drop-down box.
- You will be provided with an address label to return the product directly back to the region return center. The label will contain instructions on how to return your package.
For international returns not managed by eShopWorld, please contact us at email@example.com.
Once your return is received by eShopWorld, you will be issued a refund for the full purchase price of the items(s) (less the cost of shipping) to your original form of payment. Refunds are generally processed within 5-7 business days from the day your package is received.
While we are not able to do an even exchange, we can absolutely help you get a new size or color. Please call us at 1-800-648-9717. We will do our best to get your new size or color out to you right away, provided the item is in stock. You will be charged for the new product on its way out to you and we will cover standard shipping for this order. Once we receive your return product, we will credit you for it within 5-7 business days.
Yes. You will be provided with a return authorization number when you complete the return process through our online returns portal. The return authorization will be in a bar-code format on the address label you receive.
For any international returns not managed by eShopWorld, please contact us at firstname.lastname@example.org.
Yes. As long as your return falls under our return policy, you can bring your item to our Showroom to return. Please bring the online invoice, email confirmation, or order number with the item. We can issue you an in-store credit to put towards a new item in our Showroom the same day. If you prefer, we can also refund the card used to purchase or issue you a KUIU gift certificate that can be used at a future date online or in store. The refund will be processed within 5-7 business days from receiving as these are given to our returns department outside of the store. You will receive an email confirmation once the return is complete.
As long as your return falls under our return policy , you can mail your item(s) back with a copy of your receipt and your name and phone # to our KUIU Showroom at:
ATTN: KUIU Showroom
1920 N Lincoln Suite 101
Dixon, CA 95620
Once we receive your package, we will contact you to complete the refund.
All KUIU Outlet purchases are final sale and are ineligible for a refund or exchange.
If the items or greyed out or unable to be selected, this means they are not able to be returned. This may be because they are outside of our 60 day return policy or are an outlet item.
Please go to (https://www.kuiu.com/global/lifetime-warranty.html) for a more comprehensive explanation of our warranty guidelines.
If you believe your item is defective, please email pictures of the defect, a brief description and the order number to email@example.com.
At this time, we are only able to issue a refund to the original form of payment on the order. If you wish to return an item that was gifted to you, the refund will go back to the purchaser.
At this time, we are not able to issue a KUIU gift certificate for any returns from our global site.
Refunds are generally processed within 5-7 business days from the day we receive your package.
We recommend you keep your tracking # you received when you mailed back your return. You can use this to confirm your return was delivered. Your return will be processed within 5-7 business days from the date it shows delivered.
Yes. You will receive an email confirmation once your return is complete.
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.