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FAQs

1. Placing an Order

2. Changing or Canceling an Order

3. Shipping and Delivery

4. Returns and Refunds

5. Gift Cards

6. Products & Product Care

7. Production Methods

8. Covid-19 Information

 

 

1. 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, even for change of size or color. 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 placed, we are unable to make changes. Please contact customer service at shopusa@carhartt-wip.com 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 via chat or email.

 

Do I need an account to place an order?

You do not need a Carhartt WIP account to place an order. Creating an account provides access to your order history and shipment status, however if you do not wish to do so, you can contact customer service to assist with your order status or any other questions.

 

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 shopusa@carhartt-wip.com explaining which item you are looking for, and be sure to state which color and size you require.

 

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?

You can add your discount code on the top right-hand side of your checkout screen. Please note that discount codes cannot be combined, and only one discount code per order is allowed.

 

What happens if I forgot to use a discount code?

Once your order has been processed, we are not able to retroactively refund your order or 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, Apple Pay, Shop Pay and Google Pay. We also accept valid Carhartt WIP USA online 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 other 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.

Google Pay:
Similarly to Apple Pay, you can make a safe and simple payment if you have set up Google Pay with a device that supports it. At checkout, select the Google 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.

Shop Pay:
You can make a safe and simple payment if you have set up Shop Pay. Once you have placed your order, you will be led directly to Shop Pay. If you are already a Shop Pay customer, you can log in to complete payment. If you are new to Shop Pay, you can create a Shop Pay account to complete your payment.

 

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

Payment will charged to your credit card or PayPal account upon shipment of your order.

 

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.

 

I would like to place an order for products that will be used for professional costuming, wardrobe, or styling purposes. How can I proceed?

We are unable to accept any orders for the use of professional costuming, wardrobing or styling purposes through our online store. Please reach out to our marketing team for further assistance at northamerica@carhartt-wip.com. 

 

 

2. Changing or Cancelling an Order

 

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

We are unable to change the address on an order once it has been shipped. However, please reach out to our customer service team to see if they are able to assist you at shopusa@carhartt-wip.com.

 

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.

 

 

 

3. Shipping and Delivery

  

What is the cost of shipping?

For shipping within the United States:

USA - Contiguous 48 states:
UPS Ground: $8
UPS Ground with Signature Requirement: $10 (Free on orders $500+)
UPS Overnight: $28

USA - Alaska & Hawaii:
UPS Ground Shipping: $25

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

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

Please note that all orders shipped to Canada are considered Final Sale and are not eligible for return or exchange.

 

Are there customs duties/taxes?

USA
States that are subject to tax are Arizona, California, Colorado, Connecticut, District of Columbia, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and Wisconsin.

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 upon delivery.

 

When will my order ship?

Orders that are placed by 12:00PM 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.

 

Do you offer signature requirement upon delivery?

A signature will be required upon delivery for all orders $500 and over. Any customers purchasing orders below this value can select this option for a nominal fee of $10.

 

Should I select signature requirement at checkout?

For customers who prefer a secure method of delivery for orders under $500, we offer a shipping option with signature requirement at checkout "Ground Shipping w Signature" for a $10 fee. If the signature option is waived at checkout, the carrier will leave the package at your shipping address with no further supervision. Please note if you do not opt for the signature requirement, Carhartt WIP will not be liable for any lost or stolen packages during transit.

 

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

At the UPS driver's discretion, the package can be left in a safe place at the shipping address provided. This could include the front porch, side door, back porch, garage area, or with a neighbor or leasing office (which would be noted in a UPS notice left by the driver).

If you anticipate that you may not be home when delivery is expected, we suggest contacting UPS to request they hold the package for you to pick up from a UPS location or access point
.

 

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. We suggest first checking with your neighbors to see if the package was incorrectly delivered. Otherwise, it's possible that UPS still has possession of your package and will deliver it later that day. If your order has still not been delivered, please start a claim via UPS for them to investigate the whereabouts of your package. Please note that this process can take 7-10 business days. Contact shopusa@carhartt-wip.com for further assistance.

  

What happens if my package is lost or stolen?

If you are able to, we recommend safely checking with neighbors or around the area in case it was mistakenly delivered. Sometimes, the order can even be mistakenly scanned as delivered but the UPS driver is still in possession of the item. In these cases, the order is sometimes delivered within a few days. If you are unable to check with neighbors or believe the package has been lost or stolen, please contact UPS to submit a claim for a "lost package" at least one day after the delivered date using your tracking number and any questions regarding delivery. Please let our customer service team at shopusa@carhartt-wip.com know once the claim has been submitted and you have received a response from UPS.

 

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.

 

 

 

 

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

 

Can I return or exchange an order purchased on us.carhartt-wip.com in-store?

All Carhartt WIP items must be handled through the original place it was purchased. We are currently unable to accept online returns or exchanges at our physical store locations. If there is any issue with purchases from our store locations please contact the store directly.

 

Can I return Sale items?

All discounted items are considered Final Sale. All products marked as “FINAL SALE” are not eligible for return, exchange, or refund. All sizing inquiries must be addressed and finalized prior to checkout for final sale items.

 

I received a damaged item, what should I do?

Please contact Customer Service at shopusa@carhartt-wip.com immediately if your item is damaged or defective (please include photos). Returns must be requested within 14 days of the receipt of your order. Please note, items must be returned with original tags intact.

 

Can I exchange a product for a different product online?

You can request an exchange for the same item in a different size or color, or for a different item of higher or lower value entirely. If an item of a lower value is chosen, you will be given an option of a refund back onto your original form of payment, or a refund for store credit. If an item of higher value is chosen, you will be required to pay the difference using any major credit card.

 

When requesting an exchange, do you reserve the requested exchange items?

We do not currently hold items that are for requested exchanges. Once your return item is received by our warehouse, we will process your requested exchange (stock permitting).

 

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.

 

 

 

 

5. Gift Cards

 

Where can I purchase and use a Carhartt WIP gift card?

Carhartt WIP gift cards purchased at our US store locations can be used in-store only. Gift cards purchased on our US online store can only be used on: us.carhartt-wip.com.
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?

Online gift cards are delivered via email to the purchaser, along with instructions on how to redeem at checkout. Upon receipt, the gift card email can be forwarded to its 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?

Once gift cards are issued, we are unable to refund the original form of payment. Gift cards are considered final sale and are 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.

 

How can I check my gift card balance?

Please reach out to our customer service team at shopusa@carhartt-wip.com to inquire about the balance on a gift card or store credit.

 

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, Apple Pay, Shop Pay or Google 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.

 

 

 

6. Products & Product Care

 

How often are items restocked?

To be notified if a specific style and size is restocked, please sign up for a back in stock notification email on the item's product page. If this option is unavailable, the item will not be restocked. Please note there is no guarantee an out-of-stock item will be available again. 

 

Which jacket is the warmest ?

Our down or feather-filled and lined jackets are our warmest. We also offer Thinsulate® lined jackets (Nimbus Pullover, Active Jacket, Vest) that provide comparable warmth in a slimmer silhouette. Please reach out to customer service at shopusa@carhartt-wip.com for any further questions. 

 

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. We suggest hanging or laying items flat to dry.

 

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

 

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.

 

 

7. 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.

 

8. Covid-19 Information

 

Last updated:  March 14, 2022

 

Our Carhartt WIP New York & Los Angeles Stores are open. 

 

For the well-being of our colleagues and customers, we are operating in alignment with NYC, NY State & LA County Covid-19 regulations. Please take practical measures to stop the spread of Covid-19 while shopping in-store.

 

As always, stay safe - if you are feeling unwell please stay home.   

 

We appreciate your patience and support.