FAQ

We are 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. Our warehouse is now working on a restricted schedule and with a smaller team. Because of this, you may experience a longer delay in order processing before your package ships out while we navigate this new normal. We truly appreciate your patience and apologize in advance for any extended wait.

For our current international shipping restrictions, please visit this page.  We apologize for any inconvenience! 

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 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

If your transaction amount is below $.50 USD and you're attempting to use a credit card payment, this could be the culprit. Your order total must be above $.50 for a credit card payment to go through successfully.

Please also ensure you're using the proper billing zip code associated with the credit card.

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

Currently, orders can take 1-4 business days to process before shipping.

Note: FedEx and USPS are experiencing some transit delays. Tracking details may be slower than normal to update. Please allow for additional time for all deliveries. Thanks for bearing with us!

Further information on shipping can be found here.

Purchased an Alice + Whittles or ReAnimator Coffee item? Your item will ship separately.

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.

Some exclusions may apply.

Alice + Whittle boots only ship to the US and Canada at this time.
ReAnimator Coffee ships within the US only at this time.

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.  

All 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 (with the exception of items marked "final sale," which are not eligible for return or exchange). The item must have been purchased from unitedbyblue.com. Items must be returned in their original condition (unwashed and unworn with tags).

*Items marked as final sale do not qualify for returns or exchanges, along with mystery boxes, gift cards, ReAnimator coffee, and warehouse sale purchases.

Need more details? Click here.

Purchased an Alice + Whittles product and need to return or exchange? Feel free to reach out and we're happy to assist with the process.

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 to our return and exchange page here for options and a step-by-step guide.

You will receive an email confirmation when your return/exchange has been processed (be sure to check your spam folder).

As a note, if you select to exchange, but the item sells out before your return is finalized, the exchange will instead default to a refund. 

Purchased an Alice + Whittles product and need to return or exchange? Feel free to reach out and we're happy to assist with the process.

If returning by mail, an $8.00 processing fee will be withheld from your refund.

If returning at a Returns Bar, a $4.00 processing fee will be withheld from your refund. Exchanges are free.

If you are a Blue Crew member and belong to the Wave Maker or Force of Nature Tier, you quality for free returns within the United States. No processing fee should be deducted if the order was placed with the email associated with your Blue Crew account.

Questions? Feel free to shoot us a note!

If returning by mail, you should receive your refund upon first carrier scan.

If returning at a Happy Returns Return Bar, you should receive your refund immediately.

Please note, it can sometimes take 3-5 business days for a refund to credit back to your original form of payment.

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.  

Alice and Whittle items cannot be mailed back to the above address. Please reach out for assistance with the returns process.

*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 (14 days) 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.

Please note, we cannot offer price adjustments on any third-party items. We apologize for any inconvenience! 

If you have already received a price adjustment on your order, we cannot offer an additional adjustment.

*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.

Third party items and gift cards are excluded from discounts.

If we are holding a sitewide sale, discount codes are temporarily disabled, but will kick back on once the sale period has ended!

Discount codes cannot be combined with other offers.

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.

To start a Lifetime Guarantee repair request for your registered bag or jacket, please fill out the repair request form on our Lifetime Guarantee page. Once we receive your request, we'll follow up with the next steps for getting your bag or jacket repaired or replaced!

Yes! If the damage to your bag or jacket is covered under our Lifetime Guarantee, we're happy to reimburse the cost of repairing at a local shop in United by Blue store credit.

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.

If you're in need of a replacement part for your bag or jacket, please fill out a repair request form or contact our customer service team at blue@unitedbyblue.com. We're happy to see if the part you're looking for is available to us!

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.

Lifetime Guarantee does not cover novelty items (such as the Cooler Backpack), kits and small accessory items, or jackets made without BisonShield insulation. UBB x Target Impact Collection bags are not covered under Lifetime Guarantee.

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.

Unfortunately your purchases before the launch of the Blue Crew in October 2019 do not go towards your spend. However, any purchases you make from here on out will help you get one step closer to the next tier level!

Blue Crew members earn points for joining, shopping, celebrating a birthday, leaving a product review, 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 dollar 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. Look out for an email from us when that happens!

Your tier term is based on a rolling year (365 days) which begins when you enter a tier based on your spend (minus any refunds). You have 12 months from your entry date to maintain your tier status. If you do not meet the spend criteria within 12 months to maintain your tier status, you will be downgraded to the most eligible tier.

After unlocking a new tier, just spend the specified amount over the course of the following 365 days to maintain it! Plus, you’ll enjoy the perks of your VIP status.

A few days after your order is delivered, you should receive an email from us requesting a review of your item(s). If you feel like leaving one directly in the email (& we hope you do!), 50 points will be added to your reward balance shortly after. Please note, we currently award 50 points per review email request, so if you purchased two items and reviewed both, you'll see 50 points added to your balance. To quality for review points, you must use the email questionnaire. Can't wait to hear what you thought about your purchase! 

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.

From time to time, we'll run special promotions in which Wave Makers and Force of Natures can earn 2 points for every dollar spent during the promotional period. To learn about an upcoming double points campaign, we recommend signing up for our email list. 

Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. 

Simply shop unitedbyblue.com and check out as usual. At checkout, choose Afterpay as your payment method. If it’s your first time using Afterpay, you’ll need to sign up and provide your payment details (Mastercard or Visa).

Used Afterpay before? Just log into your Afterpay account and complete your order.     

Please note that all items in your cart must be eligible for payment with Afterpay. A minimum purchase amount may apply.

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay. Sorry about that!

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so. 

Afterpay orders are delivered within our shipping time frame after you complete your order online. For more information, check out our shipping page here. 

Your total amount due must be between $35 and $1,000 to use Afterpay on unitedbyblue.com.

Afterpay is not available on purchases of e-gift cards. 

Feel free to check out the Afterpay website here for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy.

If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014.