FAQs

Placing an Order

 

What does it mean if a product is final sale?

Items listed as "Final Sale" are not eligible for return or exchange. This includes, but is not limited to: all Sale items, Gift Cards, select collaborative releases and select items (hats, underwear, socks, gadgets & swimwear).  All orders shipped to Canada are considered Final Sale.

 

I chose the wrong size/color. Can you change that?

Once an order has been processed, we are unable to make changes. Please contact customer service for any issues with your order.

 

Can I order by telephone or email?

We are unable to take orders by telephone or email. If you have any issues while making an online purchase, please contact our customer service team who will gladly help.

 

I’m looking for a specific item of clothing. Can you help me find it?

Our customer service team will gladly help you look for a specific item. Simply send an email to us explaining which item you are looking for, and be sure to state which color and size you require. Please reach out to customer service using this link.

 

Can I reserve goods on the online shop?

We are unable to reserve goods on the Carhartt WIP USA online store.

 

Once I begin to fill up a basket, how long does it remain active?

Depending on your web browser and cookies settings, your cart may be available for up to two weeks whether or not you are logged into your customer account.  Please note that the products in your cart are not reserved.

 

Where can I fill in my discount code?

Enter your discount code on the right-hand side of the checkout screen.  Please note that it is only possible to redeem one discount code per order.

 

What happens if I forgot to use a discount code?

Once your order has been processed, we are not able to make any changes.

 

What types of payment do you accept?

We accept major credit cards including Visa, MasterCard, American Express and Discover.  We also accept payment via PayPal and Apple Pay.  We also accept valid Carhartt WIP USA online store gift cards for online purchases.  If the total balance is not covered by the gift card, the remaining total can be paid by using any of the accepted forms of payment.

 

How do the various accepted payment methods work?

Credit Card:

It is safe and easy to make a payment with us using your credit card.  Your credit card will only be charged once your order has been dispatched. If you would like to make a return, you will receive the corresponding refund to the original credit card.  Your credit card details are transferred via an SSL-encrypted program.  This high level security makes paying with a credit card on the Carhartt WIP online shop extremely secure.

 

PayPal:

You can also make a safe and simple payment with us using PayPal.  Once you have placed your order, you will be led directly to Paypal.  If you are already a Paypal customer, you can log in to complete payment.  If you are new to PayPal, you can log in as a guest or alternatively create a PayPal account to complete your payment.  If you would like to make a return, then the corresponding refund will be transferred to your PayPal account.

 

Apple Pay:

Alternatively, you can make a safe and simple payment if you have set up Apple Pay with a device that supports it.  At checkout, select the Apple Pay payment method and it will bring you to a screen that shows your order.  Once you've verified all of your information is correct, proceed with payment and you will be prompted with a payment confirmation message.  

 

My payment wasn't accepted. Why?

There are several reasons why a payment isn't accepted.  Please make sure that your billing address, shipping address, zip codes and security code are correct.  In certain instances, a payment will not go through if your billing address and shipping address do not match.

 

Credit cards will be blocked after 3 payment attempts.  If your credit card has been blocked, we recommend reaching out to your bank to see what can be causing the issue and if they will be able to help the payment go through.  Alternatively, if you would still like to place an order with us we recommend using PayPal.

 

When will the payment amount be taken from my credit card/PayPal account?

Credit card providers and PayPal reserve the amount to be charged upon the shipment of goods.

 

I didn't receive the confirmation of the order?  Did the payment go through?

Please check your spam/junk folder for an order confirmation email.  If nothing is found, contact our customer service team to confirm if your order has been successfully received.

 

 

 

Changing or Cancelling an Order

 

Can I change something in my order or add more items?

We are unable to change an order once it is placed. If there are any questions or issues with your order please contact customer service.

 

How can I cancel my order?

We are unable to cancel orders once they are placed. Please contact customer service for any questions or assistance.

 

 

 

Shipping and Delivery

  

What is the cost of shipping?

For shipping in the USA:

  • UPS Ground Shipping:       $8 for orders under $150
  • UPS Ground Shipping:       FREE for orders $150 or more
  • UPS Overnight Shipping:   $28

 
For shipping to Canada:

  • UPS Standard:                  $40 flat fee*
    *includes shipping costs and import duties and taxes.

 

Please note UPS cannot deliver to P.O. Boxes or APO/FPO addresses.

 

Are there customs duties/taxes?

With the launch of our USA online store we are now able to offer domestic shipping within the U.S. and service to Canada.

 

USA

States that are subject to tax are Colorado, Connecticut, Georgia, Michigan, New Jersey, New York, North Carolina, Oklahoma, and Washington.

 

CANADA

Orders shipped to Canada are shipped on a DDP (Delivery Duty Paid) basis, meaning all import taxes and duties are included in the final price.  The $40 flat rate shipping fee to Canada includes the cost of UPS standard shipping and any import duties and taxes.  Therefore your order will not be subject to any additional charges.

 

When will my order ship?

Orders that are placed by 1:00PM EST will be processed and shipped within 1-2 business days, regardless of shipping speed selected.

 

When will I receive my order?

Orders shipped via UPS Ground are typically delivered within 3-5 business days depending on your shipping address.  Overnight shipping is available at a flat rate of $28.  Expedited orders placed after 12:00PM EST will ship next business day.  

 

Can I track my shipment?

Yes, UPS tracking will be provided via email at the time of shipment.  You can also find your tracking number when you log into your account on our site.  Please allow one business day for the tracking information to be updated before tracking your order.

 

What happens to my order if I am not at home when it is delivered?

UPS will leave a notice and attempt to re-deliver your package on their next business day.

 

I didn't receive my order and the tracking mentioned that my package was dropped at the front door.  Can you help?

Once a package has left our warehouse, please contact UPS directly regarding delivery issues.

 

What if there is no shipping to my country of residence?

You are currently viewing the US version of the Carhartt WIP online store.  We are only able to ship to the USA & Canada.  If you are not located within these countries please visit the global version of Carhartt WIP.  If you are having issues locating the correct website, please contact customer service.

 

 

 

 

Returns and Refunds

  

How do I return products?

You have 14 days from the date of delivery to request a return or exchange. To submit a return request, please use this link.  If your return is approved, you will be contacted via email with a return shipping label and instructions.  Returns must be shipped back within 7 days of authorization.  Final sale items cannot be returned or exchanged.  All Canada orders are final sale.

 

Is a return to a store possible?

We do not accept returns to our New York store location. If there is any issue with purchases from our New York store location please contact the store directly.

 

Can I return products I have purchased in a store to the online shop?

We are unable to accept returns to a Carhartt WIP physical store if the products were purchased from the Carhartt WIP Online store and vice versa.

 

Can I return Sale items?

All discounted items are considered Final Sale.  Final Sale items cannot be returned or exchanged.

 

Can I return defective/deficient products?

Please contact Customer Service immediately if your item is damaged or defective.  Returns must be requested within 14 days of the receipt of your order.

 

Can I exchange a product for a different product online?

We can accept changes within 14 days of the receipt of your order.  We accommodate exchanges for the same style ordered in a different size or color only.  Please see more on our return and exchange policy using this link.

 

I made a return, but haven't received my refund. Can you check on it?

Refunds can take up to 7 business days once the item is returned to our warehouse. Please contact our customer service team to check on the status of your refund.

 

 

 

 

Gift Cards

 

Where can I purchase a Carhartt WIP gift card?

Carhartt WIP gift cards are now available for purchase on the US online shop as well as in the Carhartt WIP New York store location.  Please note gift cards can only be redeemed at the original place of purchase. Our online gift cards and store gift cards are not interchangeable.

To purchase an online gift card on the Carhartt WIP USA web store, please visit this link: https://us.carhartt-wip.com/products/online-gift-card

 

I bought a gift card for my friend, will the recipient be emailed a gift card notification?

The original purchaser will receive the gift card via email. Once received, the gift card email can be forwarded to the intended recipient.

 

Do you send physical gift cards?

Carhartt WIP USA online store gift cards are digital only. A physical gift card will not be administered.

 

What currency are gift cards generated in?

Carhartt WIP USA online can only provide gift card amounts in USD. The gift card amount cannot be transferred into any other form of currency or be used on other international Carhartt WIP websites. Online gift cards purchased on www.us.carhartt-wip.com can only be redeemed on the Carhartt WIP USA website.

 

Do gift cards expire?

Carhartt WIP USA online store gift cards must be used within 5 years from the date of purchase.

 

How do I redeem a gift card?

To redeem your gift card, you must have the gift card code which is provided via email.  This code will be entered upon checkout.

 

Can I return a gift card?

Gift cards are final sale and non refundable.

 

What happens if I decide to return an item purchased with a gift card?

If items purchased with a gift card are returned for a refund, the value of the item(s) will go back on to the original gift card code.

 

What happens if the balance of my gift card does not cover the total of my order?

If the balance of the gift card does not cover the full amount of your order, the remaining balance will show upon checkout.  This outstanding balance can be paid using one of our accepted methods of payment - Credit Card (Visa, MasterCard, American Express, Discover), PayPal or Apple Pay.

 

What happens if I don't use the full balance of my gift card on an order?

If the full balance of your gift card is unused, it will remain active on the gift card until it is used.  Carhartt WIP USA gift cards are valid for 5 years from date of issue / purchase.

 

 

 

Products

 

Do Carhartt WIP sunglasses offer safe UV protection?

Our sunglasses provide 100% UV protection.

 

Which jacket is the warmest ?

Our filled and lined jackets are our warmest. Typically any down or feather filled jacket will be the warmest. Synthetic filled jackets (Anchorage Parka, Trapper Parka, Alpine Coat) offer comparable warmth at a more affordable price. We also offer Thinsulate® lined jackets (Siberian Parka, Vest) that provide comparable warmth in a slimmer silhouette. Please reach out to customer service for any further questions. 

 

 

 

Product Care

 

Do Carhartt WIP garments have to be washed before being worn for the first time?

Because we treat our garments with color, we recommend that you wash any item before wearing it for the first time. Please check the individual washing instructions for each item.  This does not apply to rigid / rinsed denim pants.

 

Please note that untreated and unwashed pants require special care. Denim should be washed as little as possible in order to avoid shrinking and fading. If you purchase denim pants, you should not wash them during the first 9-12 months. If, however, you need to wash the pants, you will find tips on how to do so under the section, “How should garments be washed.”

 

How should garments be washed?

Every item of clothing includes a label noting the particular instructions for care. The recommended temperature should not be exceeded. It is also ok to wash our clothes at a lower temperature to the one stated in the washing instructions.

 

Rigid / rinsed denim:

  • Always wash inside out
  • Wash separately from other garments
  • Leave in a bath of cold water with a mild liquid detergent for approximately 30 minutes
  • Stir gently before finishing the wash in order to remove deposits
  • Hang to dry

 

Please also note that rigid pants bleed out heavily if they are mishandled. This is because we use indigo, a natural dye. You should also keep these pants away from lightly colored objects, furniture, and garments. You can leave the pants in normal household vinegar for a few hours to help maintain the color.

 

Wool:

We recommend washing knitted garments made of wool by hand, since they are also too sensitive for washing machines which have a gentle hand wash function.

 

 

Production Methods

 

What kind of leather does Carhartt WIP use for its products?

We only use leather sourced as a byproduct of farm animals that are reared for their meat. We do not use leather sourced from endangered species.

 

Does Carhartt WIP use down produced using live plucking methods?

We only use down as a byproduct of farm animals that are reared for their meat. We do not condone or support live plucking procedures.

 

Is real fur used in fur trimmings on jackets?

Our fur trimmings are made using faux fur.

 

 

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