FAQ

We're doing everything we can to protect the well-being and safety of our community as coronavirus (COVID-19) continues to impact the world. Based on CDC guidelines, we have taken precautionary measures to increase the frequency of sanitation in our distribution facility, and have enforced a social distancing plan. As such, please allow 1-3 business days for order processing before an order ships out during this time. We truly appreciate your patience and apologize in advance for any delays.

Unfortunately, we cannot make changes or cancel an order after they have been submitted.

An item may only be canceled if it is on pre-order. If you would like to cancel a pre-ordered item, shoot an email to Blue@unitedbyblue.com with your order number and we'll handle that for you.

We actually unfortunately don't have control over the taxes that are charged - they are added in automatically and are subject to tax laws that are currently being updated. To give you a little more info: the way that taxes are charged online within the USA is changing right now because of the South Dakota v. Wayfair case. Because of this case, online tax parameters will no longer necessarily match up to each state's laws that apply to in-person purchases. If you'd like more information about this case, the following article gives a helpful overview: https://www.aicpa.org/advocacy/state/south-dakota-v-wayfair.html

Yes, your card will be charged right away since we don't store payment information for security purposes.

HOW LONG WILL IT TAKE MY ORDER TO GET TO ME?

Orders typically ship within 2 business days of receipt during non-peak times or seasons.

Further information on shipping can be found here.

When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.

You can also log into your account and click on the order in question to see the status.

*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like its not moving, chances are its on its way!

Yes, we do! You can take a look at our rates and policy here.

Alice + Whittle boots only ship to the US and Canada at this time. Apologies for any inconvenience! 

Oh no! Hopefully this doesn’t happen but if it does, although our shipping carriers work independently from United by Blue to deliver your package, we’ll figure this out together!  

If it's been marked delivered and it's only been one day-sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for the next few hours!

If the tracking hasn’t been updated in an unusually long time or if it was never updated since it was made, chances are it was lost in transit. Please file a claim with the carrier. If there is no conclusion after two weeks, please let us know at   blue@unitedbyblue.com and we will look into replacing or crediting you for your order.

If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.  

United by Blue products are guaranteed for 60 days after purchase date. If any issues arise during that time, the item can be returned for a refund or exchange. The item must have been purchased from unitedbyblue.com. Items must be returned in their original condition . For example, this means that as much as we love dogs - products cannot be returned with dog hair (or human hair) due to allergy/sanitary reasons. If used items are returned a partial refund may be given in the form of store credit.

Final sale items, Mystery Box purchases, and Warehouse Sale items are not eligible for return or exchange.

Purchased an Alice + Whittles product and need to return or exchange? Please fill out this form and we'll be in touch shortly! 

If your UBB item was purchased at one of our retailers, unfortunately an online return/exchange cannot be made. Please contact the store about making a return/exchange.

Please head over to our returns page here so we can walk you through it!

Please allow about 1-2 weeks for processing once the return/exchange reaches us. Additional delays may occur. You will receive an email confirmation when your return/exchange has been processed (be sure to check your spam folder).

Purchased an Alice + Whittles product and need to return or exchange? Please fill out this form and we'll be in touch shortly! 

Unfortunately we do not provide prepaid labels for international orders but they can be shipped back on the customer's own accord for a refund or store credit. The shipping fee will not be refunded.

Please send a photo to our Customer Experience Team at   blue@unitedbyblue.com and include your order number so we can take a closer look and help with a solution!

Yes! If you opt not to use our pre-paid shipping label to return your product within the 60 day return window, please send it to:

United By Blue
444 N 3rd Street, Floor 6
Philadelphia, PA, 19123

Please be sure to include a note with your full name, order number, and indicate if you would like store credit or a refund.  

*Please note that if the return is not made using one of our labels, we do not assume responsibility if it is lost in transit. Please use a trackable and insured shipping method.

*COVID-19 Update: Our Headquarters is currently closed, so if a return is sent back to the HQ address above, there may be a delay in processing your refund. We apologize in advance and thank you for your understanding! 

Send us a picture anyway! Unfortunately normal wear and tear would not warrant a replacement or refund but if it is deemed a manufacturing defect or unreasonable damage, we can look into it!

If your order is within two weeks of the sale, we can offer you store credit in the amount of the price difference. If it is within 48 hours, we can offer you a refund for the difference back to your original form of payment.

*The item that you ordered must be in stock on our website in the size/color you received to be honored.

Discount codes cannot be combined with any other discount promotions including sales.  

No, we do not offer price matching. We're sorry for any inconvenience!

If you're a first-time shopper and haven't signed up for our email list yet, you may get a little something special in your inbox once you do! 

Items made by United By Blue are eligible for discounts but unfortunately some third party items are restricted from sale periods.

There are a few reasons why this might be happening! If there is a sale going on, discounts are temporarily disabled. Discount codes also cannot be combined with other discount codes. Some items are not eligible for discounts. If none of these apply to the situation, please reach out to us to get that corrected!

Items purchased at one of our Warehouse Sales (in-store and online) are final sale.  

Warehouse Sale items also do not qualify for our Lifetime Guarantee program. Thanks for understanding! 

General wear and tear describes the breakdown of materials that occurs naturally over time.
Our lifetime guarantee does not cover wear and tear from accidents, misuse, improper care, or alterations not approved by UBB.

Including time in transit the average repair takes about 4-6 weeks. However, during peak season, we may encounter some delays.

Yes, we ask that customers cover inbound shipping since we take care of the repair and outbound shipping.

Our lifetime guarantee policy may vary country to country. Customers should still register their bags and (when applicable) submit a repair request.
If you’re an international customer and you submitted a repair request we’ll be in touch to discuss options available for you

As a sustainable company our goal is to repair the functionality of the bag this means that your repaired product may have thread or hardware that isn’t a perfect match

Our bags and jackets are covered with a DWR coating to repel rain and decrease dry times. DWR naturally wears away over time though the shell of your item will still keep water from reaching its interior. This is not considered a manufacturing issue as it is a normal process in the lifetime of the product. Please reach out to our Customer Experience team so we can recommend a way to restore the finish.

Yes, it's a requirement that you register your bag in order to submit a repair request. Please let us know if you need help locating your proof of purchase.

Joining is easy! Simply create an account on our website & you’re in!

If you had an active loyalty account with our previous program, you’re already a part of The Blue Crew! Login and check your account page to see what’s waiting for you in the new program. While the point system is very different in our new program vs the old, we did our best to honor any dollar value you had remaining. In other good news, if you had any live valid codes from our old program in your back pocket, those should still apply successfully to an order!

Blue Crew members earn points for joining, shopping, celebrating a birthday, leaving product reviews, joining a UBB cleanup, and more!

Points can be applied to your order right in checkout! Use the drop down arrow to see your reward options and select the one you’d like to use.

Your purchases turn into points! Once you hit the specified spend level, you’ll enter a new tier and start reaping the benefits right away. You’ll even receive a special tier entry gift to welcome you in.

Your calendar spend is the total amount of money you’ve spent with United By Blue, minus any discounts or refunds. After unlocking a new tier, just spend the specified amount over the course of the following calendar year to maintain it! Plus, you’ll enjoy the perks of your VIP status throughout the year.

Since The Blue Crew is a brand new program, unfortunately your 2019 purchases before launch do not go towards your calendar year spend. However, any purchases you make from here on out will help you get one step closer to the next tier level!

Rewards can be used in increments of $10, $20, $30, or $40 depending on your order total. Select which amount you’d like to redeem in checkout, and it will apply as a “gift card.” You will only be able to select one reward option per order. However, reward points can be used in conjunction with a promotional discount code on our site (woohoo!).

Currently, rewards are working as gift cards, so if you see a gift card appearing in your payment details and you redeemed a reward on your purchase, this just means it worked successfully. If you have any questions about redemption, always feel free to drop us a line at blue@unitedbyblue.com.

Let’s say you have a $36 shirt in your cart, and you apply a $40 reward to the total. You are able to do this, but you will lose those $4.00. We recommend only using the reward amounts that you can use in full. In this example, we recommend only applying $30 so you don’t lose out on those hard-earned rewards!

Points will expire after one year of program inactivity. Being active in the program means you’re making purchases, attending cleanups, and leaving reviews. But don’t worry - if you’re active in the program, you’ll be good to go!

When you return an item, you lose the associated credit you originally earned by buying the item in the first place. If you hit a new tier level but return the qualifying purchase, you may see yourself drop down to the tier below. Don’t worry - once you earn more points, you have an opportunity to enter that tier again.

We can’t thank our volunteers enough for promoting our mission. If you lend a helping hand at a United By Blue Cleanup, your attendance will earn you 100 points. Please note, you will want to make sure the email address that you use to RSVP/sign in at the event is the same email address linked to your Blue Crew account. Please allow 5 business days for reward points for a cleanup to be added to your account.