Correct information is provided
We offer a return and repurchase policy.
Source of truth when checking order status and payment processing updates.
Magento
"I placed my order last night and I have no update yet."
Processing times / shipping times / return window / payment captured when parcel ships.
Guests may do this up to 30 days from the time of receiving their parcel. So long as these are not from Outlet, ReGEAR, or an authorized dealer.
Return Window.
This page on the website describes how and when to wash and care for your Arc'teryx products.
ReCARE page.
Incognito mode : Clear cache and cookies : Billing / shipping matching : Using a form of payment in your name.
Payment verification troubleshooting.
After checking product availability you will escalate these kinds of cases to a queue to be processed.
FOC Offers
"My outlet order doesn't fit."
Outlet is final sale scripting / ReBIRD offer / One time exception if account it clean.
UPS Investigation.
Jacket Finder Tool.
Standard shipping times could take weeks or months in this case. We also loose visibility on tracking as we might not be able to use UPS as a carrier
APO Address Shipments
This new product for Spring 2024 is innovative and athlete inspired. It has a LITEBASE technology to shed weight without sacrificing performance.
Sylan or Sylan Pro
"I bought a jacket year ago and now I'm having an issue with it."
PSR form / Limited Warranty Link / Offer to speak with an AS rep / Time line and pictures required for the PSR.
This process can take 3-5 business days once the warehouse confirms product is in new condition, with original tags attached.
Expected Refund Timeline
This article describes the importance of and tactics to manage moisture, and pair products together for optimal performance in the outdoors.
Layering Guide
This comes standard with every purchase of a new product from Arc'teryx. This includes ReGEAR purchases. (one item is excluded)
Limited Warranty
This Pro exclusive insulated Mid-Layer is highly permeable for moisture management while delivering exceptional insulation from it's Octa® Loft liner.
Practitioner
"I'm looking for some information on your new harness models. I've never worn an Arc'teryx Harness but I've heard they are great."
Harnesses & underwear are final sale / Store finder tool to try on in store before purchasing / Warp Strength Tech / Beta on different models available on the website.
A rep has 2 business days to action an open case once a guest responds. If we respond after this time line we have failed this commitment to the guest.
SLA (Service Level Agreement)
This is the best page to visit to learn more about our new ePE material.
ePE & Fabric Sustainability page / INNOVATION MEETS IMPACT Article
LEAF Products.
This product line is composed of advanced Arc’teryx designs you won’t find anywhere else; including in stores.
EXCLUSIVES
"I want help identifying a product I have from years ago."
Contact Us form and submit photos and I'll take a look / Report a fake email (reportafake@arcteryx.com) /
This term describes the length of time our Limited Warranty applies to a product purchased from Arc'teryx or an authorized dealer.
Practical Product Lifespan.
This team partners with select outdoor organizations to supply premium uniforms with embellishment options. More information from this team can be found on their web page on the site.
ARC'TERYX PRO / Strategic Sales