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ORDER RELATED FAQ’S

  • 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.

  • We begin processing orders very quickly in order to get these to you as soon as possible. This means we are not able to change or cancel your order once it has been submitted.

  • We begin processing orders very quickly in order to get these to you as soon as possible. This means we are not able to change or cancel your order once it has been submitted.

  • Yes, please log in or create an account HERE . Once completed click the GovX link in the cart or checkout and follow the instructions in the popup to be to apply for your Military/First Responders discount in partnership with GovX.

  • Yes, please email us at guides@kuiu.com for more information.

  • Unless otherwise stated, only one promotional code can be used per order.

RETURN RELATED FAQ’S

  • Yes. We are able to accept returns within 60 days of your original purchase date for a refund if the item(s) are unworn and clean with original tags. All outlet sales are final and not eligible for return or exchange.

  • For US orders, use the initiate return option in your My Account order history, or use the US returns portal

    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.https://returns.eshopworld.com/kui%20

    1. Log into the returns portal by using your order number and email address.
    2. Select the items you would like to return and the reason from the drop-down box.
    3. 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.
    4. For international returns not managed by eShopWorld, please contact us at service@kuiu.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. We are happy to provide you with free shipping on your repurchase order. 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. The return authorization will be in a bar-code format on the address label you receive.

  • If you do not have your Return Form, please include a printed copy of your email order confirmation. If this is not available, please include a note with your name and order number.

  • If you do not have your order #, you can log into your KUIU account here and go to your order history to find your order #. If you checked out as a guest, contact customer service at 1-800-648-9717 or at service@kuiu.com so we can help look up your order number.

  • If you lost the UPS return label that was included in your package, you may ship your items back using the carrier of your choice. We recommend using a service with tracking capabilities and obtain the tracking number for your records. Please make sure that your return is shipped to: Alternatively, you may ship your items back using the carrier of your choice. We recommend using a service with tracking capabilities. Please make sure that your return is shipped to: Attn: KUIU Returns 2029 East Monte Vista Ave Vacaville, CA 95688

  • 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 international returns not managed by eShopWorld, please contact us at service@kuiu.com.

  • 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 (link to return policy page), 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.

  • Please go to Warranty page 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 warranty@kuiu.com

  • 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 service@kuiu.com. We will need the original order # or the name of the person who gifted it to you, so we can better service you. We can issue you a gift certificate for the item or we can refund the amount paid to the original purchaser. This gift certificate can be used towards a future purchase of your choice.

  • 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.

  • If you return an item purchased with an Inner Circle rewards certificate, it will be returned as points to your account in the applicable amount. If you paid for your purchase with a credit card and rewards, your refund will go back to the credit card first and the remaining amount will be issued in the form of points to your Inner Circle account.

  • 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. If you used the prepaid UPS return label that was included in your package and no longer have the tracking #, you can contact customer service at 1-800-648-9717 or service@kuiu.com for further assistance.

  • Yes. You will receive an email confirmation once your return is complete.

  • If you used our prepaid UPS return label that was included in your package, a $7.50 fee is deducted from your return. If you did not use the return label, and your refund amount does not seem correct, please contact us at 1-800-648-9717 or at service@kuiu.com so we can take a closer look.

  • 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.

  • Per our return policy, we are not able to process exchanges. 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 will cover the standard shipping cost.

  • 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.

WARRANTY RELATED FAQS

  • The first step in a warranty claim is to complete the form at https://www.kuiu.com/pages/warranty-form We will need pictures of the damage with a short description of how it happened. In order to expedite processing, please complete the form with all required information including: 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.

  • The first step in a warranty claim is to complete the form at https://www.kuiu.com/pages/warranty-form. We will need pictures of the damage with a short description of how it happened. In order to expedite processing, please complete the form with all required information including: the order number, first and last name of the purchaser, color and size of your item, and an estimated date of when the item was purchased. That will make it easy for us to find the original order.

  • 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 warranty@kuiu.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 warranty@kuiu.com 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 the following is not covered by warranty: Abuse Misuse An act of nature (fire, flood, moths, etc.) Snags Stains Pilling Discoloration Deterioration Burns Tears Holes that occur out in the field or during normal wear Damage from normal wear and tear Consequential and incidental damages are not recoverable under this warranty. 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. In the event that your gear becomes damaged due to any of the above reasons, please contact Rainy Pass Repair for evaluation and repair options. Rainy Pass Repair can also give a third-party opinion as to whether or not the damage should be covered under warranty. Rainy Pass Repair, Inc. 888-747-7867 Hours M-F 9-6 (Pacific Time) 4415 Stone Way North Seattle, WA 98103