FAQ

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Saturday - Sunday: / Closed

Orders & Shipping

Can I make changes to my order before it ships?

Unfortunately, we can't make changes or cancel an order after it's been submitteed.

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.

Why was I charged tax?

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

Why isn't my payment going through?

Please double check to ensure you're using the proper billing zip code associated with the credit card. Additionally, in order to pay with a credit card, your order must be above $0.50.

Will I be charged right away when I place an order?

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

How long will it take for my order to arrive?

Currently, orders can take 1-4 business days to process before shipping. From there, shipping times are dependent upon location. Check out ourshipping pagefor more information on when to expect your package.

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!

How do I track my order?

Once your order ships, you’ll 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’ve been waiting a little too long.

When in doubt, you can always log into your account and click on the order in question to see its status.

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

Do you ship internationally?

We do! You can take a look at our rates and policy here.

My order never arrived, what do I do?

Oh no! We’re sorry to hear that. Our shipping carriers work independently from United By Blue, but here are a few solutions we can offer:

If your package has been marked delivered and it's only been a day or two, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for it in the next few hours.

If the tracking hasn’t been updated in an unusually long time or if it was never updated since the label was created, chances are it was lost in transit. Please send an email to blue@unitedbyblue.com so we can help you look into this.

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.

What are your holiday shipping cut-off times?

12/15 at 12PM EST - Cut off for standard shipping with USPS 

12/19 at 12PM EST - Cut off for 2 Day shipping with FedEx

12/20 at 12PM EST - Cut off for Overnight shipping with FedEx

Returns & Exchanges

What is your return/exchange policy?

Most* United By Blue products are guaranteed for 30 days after purchase date. If any issues arise during that time, the item can be returned for a refund or exchange. Items must have been purchased from unitedbyblue.com and must be returned in their original condition and packaging (unwashed, unworn, and tags still attached). If used items are returned, a partial refund may be given in the form of store credit.


*The following items do not qualify for returns or exchanges: 
- Items marked as final sale
- Discounted apparel
- Warehouse and sample sale purchases
- Gift cards

How do I make a return/exchange?

Head to our Returns & Exchanges page 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).

Heads up: If you select to exchange, but the item sells out before your return is finalized, the exchange will instead default to a refund.

Is there a fee for returning?

All refunds require an $8.00 processing fee, which will automatically be deducted from your refund. Exchanges and returns for store credit are free.

Questions? Feel free to shoot us a note at blue@unitedbyblue.com!

When will I receive my refund?

You should receive your refund upon the first carrier scan. Please note, it can take 3-5 business days for a refund to credit back to your original form of payment.

Do you offer returns/exchanges for international orders?

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 reach out if you need help with starting this process.

My package arrived damaged, what should I do?

We’re sorry to hear that! Please send a photo to our Customer Care Team at blue@unitedbyblue.com and include your order number so we can take a closer look and help with a solution!

Can I ship my items back on my own accord?

Yes! If you opt not to use our pre-paid shipping label to return your product within the 30 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.

Note: 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.

My item was damaged out of the 30 day return/exchange window, what should I do?

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!

Sale Policies

Can I use a discount code during the sale?

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

Do you price match other retailers carrying your products?

No, we do not offer price matching.

How can I get a discount code?

If you're a first-time shopper and haven't signed up for our email or text lists yet, you just might get a little something special once you do!

Why isn't my code working?

Discount codes cannot be combined with other offers or promotions.
Gift cards are excluded from discounts, unless otherwise stated.

Discount codes do not apply to shipping fees, unless otherwise specified.


During a sitewide sale period, discount codes may be disabled, but will activate once the promotional period has ended depending on expiration date.

Not any of these? Feel free to reach out to us for help: blue@unitedbyblue.com.

What is your policy on Warehouse Sale purchases?

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!

What is your BOGO sale policy?

United By Blue Buy One Get One Free Sale is valid on unitedbyblue.com and at the Flagship location for select items* from 11/30 through 12/20 at 11:59 pm PST. No discount code is required, free item(s) automatically discounted at checkout on the item of equal or lesser value. All apparel sales are final sale, no returns, exchanges, or store credit. Bag and accessory sales are eligible for return or exchange unless marked as final sale. Sale items cannot be combined with other offers, promotions, or promo codes. It has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases made at full price within 10 days of the start of the sale. *Outerwear, sweaters, knits, lounge, select dresses and wovens, bison socks, and flannel bags

What is your Sale-on-Sale policy?

United By Blue Sale-on-Sale is valid on unitedbyblue.com and in United By Blue stores starting on 12/26 at 9:00 AM EST through 1/9 at 11:59 PM PST. Use code EXTRA50 at checkout to receive an additional 50% off select sale items. All sales are final sale, no returns, exchanges, or store credit. Sale items cannot be combined with other offers, promotions, or promo codes. It has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.

What is your hardmarkdown policy?

United By Blue sale items ending in $.99 will be final sale. No discount code is required for final sale items, prices are marked. Exclusions apply. All sales are final, no returns, exchanges, or store credit. Sale items cannot be combined with other offers, promotions or promo codes. It has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.

What is your End of Season sale policy?

United By Blue End of Season Sale is valid on unitedbyblue.com and in United By Blue stores starting on 1/19 at 9:00 AM EST through 1/30 at 11:59 pm PST. No discount code required, prices as marked. Items up to 80% off. All sales are final sale, no returns, exchanges, or store credit. Sale items cannot be combined with other offers, promotions, or promo codes. It has no cash value and cannot be applied to previous purchases or gift cards. Price adjustments will only be offered on previous purchases that were made at full price within 10 days of the start of the sale date. Items already purchased on sale or with a promo code cannot be further discounted.

Lifetime Guarantee

What is "general wear and tear"

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.

How do I get the repair process started?

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!

Can I have my bag or jacket repaired at the repair shop of my choice?

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.

Am I eligible if I live internationally?

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.

Can I get a replacement part for my bag or jacket?

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 Care Team at blue@unitedbyblue.com. We're happy to see if the part you're looking for is available to us!

What do I do if my bag/jacket seems less water resistant than when I bought it?

Our bags and jackets are covered with a DWR coating to repel rain and decrease dry times. Although DWR naturally wears away over time, 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 us at blue@unitedbyblue.com so we can recommend a way to restore the finish.

Do I need to register my bag to be eligible for a repair?

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.

Are any bag or jacket styles not covered under Lifetime Guarantee?

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

The Blue Crew

How do I join The Blue Crew?

Joining is easy! Simply create an account here and you’re in!

What if I was a member of your old loyalty program?

If you had an active loyalty account with our previous program before October 2019, you’re already a part of The Blue Crew! Login and check your account page here to see what’s waiting for you. While the point system is 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!

How can I earn points?

Blue Crew members earn points for joining The Blue Crew, shopping, celebrating a birthday, leaving a product review, participating in a UBB cleanup, and more!

How do I redeem my points?

Unfortunately the feature to redeem points at checkout is currently unavailable. If you'd like to redeem loyalty points towards your order, please reach out to our Customer Care Team at blue@unitedbyblue.com.

Do my points expire?

Yes, points will expire after one year of program inactivity. Being active in the program means you’re making purchases, attending cleanups, and leaving reviews. As long as you’re active in the program, your points are good to go!

How do I jump to the next tier level?

Blue Crew members move up in tiers through points from purchases. 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!

Does my tier status expire?

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 moved 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.

How do I earn points for leaving a product review?

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. Be sure to use the review form in the email so we know it’s you.

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. Can't wait to hear what you thought about your purchase!

Can I use all of my rewards at once?

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 at checkout and it will apply as a “gift card.” You will only be able to select one reward option per order. Good news: reward points can be used in conjunction with a promotional discount code on our site (woohoo!).

When I add reward points to a purchase, it shows as a gift card. Why is that happening?

That just means it worked successfully! Currently, rewards are working as gift cards, so no worries if you see a gift card appearing in your payment details after you redeem a reward. If you have any questions about redemption, feel free to drop us a line at blue@unitedbyblue.com.

What if I use a discount amount that is higher than my car total? Will I get lose those points?

Unfortunately you will. If you have a $36 shirt in your cart, and you apply a $40 reward to the total, your total will be covered but you will lose the extra $4.00. We recommend only using reward amounts that you can use in full so you don’t lose out on hard-earned rewards!

What happens to my points if I make a return?

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’ll have an opportunity to enter that tier again.

How do I get points for joining a UBB Cleanup?

We can’t thank our volunteers enough for supporting our mission. If you lend a helping hand at a United By Blue Cleanup, your attendance will earn you 100 points. In order to get your points, 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 from a cleanup to be added to your account.

What are double point days?

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 upcoming double points campaigns, we recommend signing up for our email list.

Afterpay

What is Afterpay?

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. 

How do I use Afterpay?

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.

Can I use Afterpay if I'm an international customer?

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!

How does the payment schedule work?

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. 

When will my items be delivered if I use Afterpay?

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

Is there a limit to how much I can spend on a single transaction?

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

What items are not eligible for purchase after using Afterpay?

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

Where can I find out more about Afterpay?

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. 

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