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Welcome to the Inner Circle

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ORDER RELATED FAQ’S

  • This could be happening for multiple reasons, but they all have an easy solution. The most common reason for an error is due to an incorrect billing address being entered at checkout. Please verify the billing address you have entered matches the address on file with your bank. If the address is correct, please verify with your bank to ensure it is not being flagged by their fraud department. Once both are verified, please give us a call at 1-800-648-9717 and we will help get your order placed.

  • Please contact Our Customer Service team at 1-800-648-9717.

  • 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 apply for your Military/First Responders discount in partnership with GovX. Existing Military members will see their discount applied each time they log into their KUIU.com account.

  • Yes, please create a KUIU.com account and then fill out the Guide and Outfitter form HERE to be verified.

  • Unless otherwise stated, only one promotional code can be used per order. Please note that discount codes do not stack on top of any sale pricing or special discount pricing.

  • We offer many promotional codes here at KUIU. Here are some a few common use cases of why your code may not be working.

    1. KUIU only allows one discount code to be added per order. If you are attempting to use multiple, please only pick one .

    2. If you are located somewhere outside of the United States, please ensure that you are going through our International Checkout. You can double check this by seeing what country is selected in the upper righthand corner of KUIU.com. If your shipping country is not displaying, please select it from the drop-down menu and then try the code again on the International Checkout.

    3. If you are trying to receive a free item with purchase, you must make sure you have added that item to your cart in advance of applying that code. Once you have the item in your cart, you may apply the code and the price of that item will be zeroed out.

  • We accept Visa, MasterCard, American Express, Discover, PayPal, Google Pay, Apple Pay, Shop Pay, KUIU Gift Cards, Inner Circle Rewards, and Klarna*. For more information on Klarna click HERE

  • We are currently unable to accept multiple credit cards on an order. You can use KUIU gift cards as well as Inner Circle Rewards on a single order and pay any remaining balance with a credit card.

  • Before hitting the panic button, lets cover the most common places your package could be. The first step is to check places the carrier may leave your package such as all exterior doors, including the porch, back patio, garage, any bushes, and any area out of potential weather hazards, or mailroom and reception desk. If the package is still not located, check with the members of your household or office who may have already picked up the package for you and nearby neighbors. Occasionally, packages will be dropped off at the wrong house. Carriers also sometimes mark packages as “Delivered” before they are dropped off. We recommend waiting two business days for your package to arrive. If none of those turns up your package and it has been two business days or more, please give us a call and we will open an investigation with the carrier.

MY ACCOUNT/INNER CIRCLE RELATED FAQ’S

  • We recently updated our website on September 22nd , 2021.

    If you have not logged in since this date, you will need to reactivate your KUIU.com account. You can easily do so by clicking the red REACTIVATE box at this link HERE

    If you believe that you have already reactivated your account since 9/22/21 but you are still unable to log into your account, please click the Forgot Password link on the My Account Login page HERE

  • Yes! Please log into your KUIU.com account to see all historical order history. Click HERE to log in.

  • You can join the Inner Circle program by checking the Inner Circle box when you create an account. If you already have a KUIU.com account, log in and click on the Inner Circle Rewards link on the left side of the My Account page. You can opt into the Inner Circle Program from there.

  • Your KUIU Inner Circle status is determined by how much you spend within 12 months at kuiu.com and at the KUIU showroom (after promotional offers, before taxes and shipping charges are applied) when you check out with an account that has been registered for the Inner Circle. Visit our Terms & Conditions page to view full program details.

  • Your points will expire after one year of inactivity. Inactivity includes not interacting with our program i.e., redeeming points, placing an order, etc.

  • Once you are in Gold or Platinum status, you will be in that tier for one year from the date you unlocked it. Make sure to keep interacting with our program to maintain your status (or even move up a tier)!

  • You will earn 1 point for every $1 you spend on eligible merchandise. Each time you reach 1,000 points you will have the ability to redeem for $50 KUIU rewards at check-out when signed into your account. If you have accumulated 2,000 points you can redeem for a $100 Reward. Rewards can only be applied to orders with a subtotal at or above the reward value. Gift card purchases are not eligible for earning points. Visit our Terms & Conditions page to view full program details.

  • There are no codes needed for the $50 Reward. Please log into your KUIU.com account, and then navigate to checkout once you are ready. The reward is available at checkout above the 'Payment Method'. You will need to select it and hit apply to redeem your reward. Once applied, you can enter your payment information for any balance due.

Return RELATED FAQS

  • Returns are generally processed within 5-7 business days from the day we receive your return. Thank you.

  • 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.


    How to make your return:
    1. Sign in to your KUIU Account and go to your order history. Select “Initiate Return” for the order that you would like to return. If you don’t have an account or would like to return a gift, then head to our Returns Portal and enter your order number and email or shipping zip code. If it is a gift, click on the “Start a gift return” option and follow the steps prompted.
    2. Select the items you would like to return and provide the return reason and any comments.
    3. Choose your preferred return shipping method. You can use one of our prepaid UPS shipping labels for $7.50 or choose to mail your return to us on your own using your preferred carrier. Please note, if you choose UPS, there will be a $7.50 fee deducted from your refund.
    4. Print your label and your packing slip from the links sent to your email after initiating the return. You will only see a shipping label if you selected a prepaid label.
    5. Select your preferred Refund Method: Refund to original form of payment or to a KUIU Gift Card.
    6. Package up your return (if possible, use the original packaging) and be sure to include the packing slip so we can identify your package. Attach the label to the outside of your package.
    7. Ship your return by dropping it off at any UPS location, or with the carrier of your choice. The tracking details will be sent via email if you chose the UPS option. Once we receive your return, we will process it and issue a refund for the full purchase price (less the cost of shipping) to the chosen refund method. Refunds are generally processed within 5 to 7 business days from the day we receive your package.


    INTERNATIONAL RETURNS: For any international returns not managed by eShopWorld, please send your return back to the following address and include a copy of your packing slip or order confirmation in the package:


    Attn: KUIU Returns
    2029 East Monte Vista Ave
    Vacaville, CA 95688

    For any returns managed by eShopWorld, please CLICK HERE to be redirected to our eShopWorld 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.


    1. Sign In to the eShopWorld 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. Print your packing slip. 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. Package up your return (if possible, use the original packaging) and be sure to include the packing slip so we can identify your package. Attach the address label to the outside of your package.
    5. Ship your return using the carrier of your choice to the address provided on the address label. We recommend keeping the tracking number for your records.

    Once your return is received by eShopWorld, you will be issued a refund to your original form of payment for the merchandise total excluding any duties, taxes and shipping fees. Refunds are generally processed within 5 to 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 for orders shipped in the United States. 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.* We can issue you a gift certificate for the item(s) or we can refund the amount paid to the original purchaser as long as the items fall under our Returns Policy. The gift certificate can be used towards a future purchase of your choice.

    If you received a gift that you would like to return then head to our Returns Portal and click on the “Start a gift return” option. You will need the order number and the shipping zip code the original order was shipped to. The email address you type in will be where the gift certificate will be emailed to once the return is completed. Continue to follow the steps prompted.

    If you do not have the order number or shipping zip code, please contact customer service at 1-800-648-9717 or at service@kuiu.com with the purchaser information so we can help look up the order number.

    *If you placed your order through our global partners, eShopWorld, 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 original purchaser.

  • If the items are 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 that is final sale. They will also be greyed out if you already initiated a return on the item.

  • If you initiated your return through our returns portal and did not receive an email with the return shipping label (if you chose UPS) and packing slip, please start by checking your spam or junk folder. If you still did not receive it, please give customer service a call at 1-800-648-9717 or email us at service@kuiu.com and we can help you out.

    If you received an email that only has a return packing slip and not a return shipping label, this is because you selected the option “ship it on your own” indicating you would be using your own shipping method rather than the prepaid UPS return label option. If you do not want to ship it using your own method, you can go ahead and cancel the return by clicking on "Cancel this Return" under the order number where you go to Returns Portal. You can then start the return again, but this time choosing the UPS shipping option. You will get a new email with the return label and a new packing slip. Please note, using the UPS label option, $7.50 will be deducted from your return.

  • If you would like to change the method of your refund and you have not sent back your return yet, you can go ahead and cancel the return by clicking on "Cancel this Return" under the order number and above the items when you go to Returns Portal . You can then start the return again, but this time choosing your preferred refund method. You will get a new email with a return shipping label (of UPS option is selected) and a new packing slip. Please be sure to use this new label and packing slip to mail your return.

    If you already sent the return back and it has not been processed yet, please give customer service a call at 1-800-648-9717 or email us at service@kuiu.com and we can see if we can help you out. If the return has already been processed, we are not able to change the refund method.

  • If you would like to change the method of your refund and you have not sent back your return yet, you can go ahead and cancel the return by clicking on "Cancel this Return" under the order number and above the items when you go to Returns Portal . You can then start the return again, but this time choosing your preferred refund method. You will get a new email with a return shipping label (of UPS option is selected) and a new packing slip. Please be sure to use this new label and packing slip to mail your return.

    If you already sent the return back and it has not been processed yet, please give customer service a call at 1-800-648-9717 or email us at service@kuiu.com and we can see if we can help you out. If the return has already been processed, we are not able to change the refund method.

  • Please see our Warranty page HERE for a more comprehensive explanation of our warranty guidelines and how to initiate a warranty claim.

  • 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.

  • 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 select Refund to Gift Card when initiating your return if you would like a KUIU gift card instead.

  • 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.

  • Refunds are issued to the original form of payment used unless you selected the option to refund to a KUIU Gift Card when initiating a return. If you selected a refund to the original payment and still received a gift certificate. paid for your purchase with a gift certificate, you will be refunded 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 on orders shipped in the US.

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

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