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FAQ

Q: I just placed an order. When will it ship?
A:
We try our best to ship all orders placed before 10AM Pacific Time (PT) the same business day. Orders placed after 10AM PT will ship the next business day. During peak holiday and sale days, ground shipping and international orders may be delayed by 1 business day. 

Q: How do I apply a promo code to my order?
A:
To apply a promo code to your order, start by viewing your shopping bag. The promo code field is located in the right hand column, below your order summary. Please note that only one promo code is allowed per order. When a promo code is successfully applied, the total in the order summary will reflect the discount, there will also be messaging in the top left hand corner stating the code has been applied!

Q: How do I track my order?
A:
You can track your order by signing into your Account and visiting the My Orders page.

If you placed your order as a guest, follow your order by using the Guest Sign In. To sign in use the last name and email address associated with the order, and your Order number (US10000####).

Q: Do you ship internationally?
A:
We are not currently shipping to countries outside of the United States.

Q: How do I make a return?
A:
Please use the complimentary return shipping label included in your package, to send back any uwanted items. We accept any new, unworn and unwashed items with in 30 days of purchase. If you have lost the return shipping label please visit our Returns page to request a label. 

During the holidays, we are extending the return window. Starting 11/22/2016 the window will be 60 days, this extenstion will end 12/20/2016.

Q: Can I return a sale item?
A:
We gladly accept returns of new, unworn and unwashed merchandise, including sale items, within 30 days of purchase for a full refund or online store credit. Clearance items are final sale.

Q: How long does it takes to receive a refund on my return?
A: Refunds take roughly three weeks which accounts for: five-to-seven business days for shipping and another seven business days for processing.

Q: Can I make an exchange?
A:
At this time we are unable to offer direct exchanges. However, please feel free to return the item for refund and re-order the correct size when it is convenient for you. If you purchased the item at a sale price that is no longer available, you are welcome to give us a call to place the order and we will honor the original sale price for the same item in a different color or size. Visit the Returns page for more information.

Q: Do you offer price adjustments & price matches?
A:
Yes, we offer both price adjustments and price matches.

Price adjustments: We gladly honor a one-time price adjustment on full-price merchandise. Your request must be placed within 14 days of your purchase. Items not purchased at full price are ineligible for price adjustments. If you paid with online store credit, this amount will be issued in store credit. To request a price adjustment, please email customer care & note your order number (US1000#####) with your request.

Price matches: If an item on another online retailer reflects a price that is further reduced than that of nau.com, we can offer that same reduced price. The lower price is only available on the same style, size and color. To request a price match, please email customer care & share the product page link to the online retailer with your request.

Promotions differ from sales. Promotions are temporary discounts and are not eligible for price adjustment & price match requests. In particular, these requests will not be honored for any promotions offered from Thanksgiving Day, November 26, through Cyber Monday, November 30. This is includes promotions on Nau.com and in Nau retail locations.

Q: Where can I find a size chart?
A: A size chart can be found on every product page. Merely scroll down towards the bottom of the page to view. Or click the "What's my Size" link to get our fit recommendation based on other brands you typically buy. If you'd like product measurements or fit guidance, please contact customer care so they can assist.

Q: Do you have any stores where I can try on your products?
A:
Yes! Our flagship store is located at 304 NW 11th Avenue in Portland, Oregon. Additionally, there are several independent retailers that carry our line. Find one near you.

Q: Can I back order an item on your website?
A:
Unfortunately, no. We make a limited run of our products each season and don't tend to restock items. On occasion we'll get returns and update our inventory. In this case, the website is the first place that reflects this new inventory, so we suggest checking back to the website from time to time to see if this is the case.

Q: Does Nau offer gift cards?
A:
We are happy to have gift cards back! You can purchase an e-card or a gift card depending on your gifting needs. Please note, gift cards issued prior to November 2014 are no longer compatible with our checkout. If you have a gift card of this kind, please contact us so we can assist with transferring your remaining balance to online store credit.

Q: How do I care for my product?
A: 
Care instructions are on the inside of every garment we sell and on the web site page for each product, if the product is still available. 

Q: How can I reproof the waterproofing on my jacket?
A:
Regularly washing and drying your garment according to the care instructions improves water repellency. When you feel like you need a little something extra, we recommend using NikWax. You can read more about garment care using this product at NikWax.

Q: Do you stand behind your products and repair items when necessary?
A:
Yes. We stand behind all of our products. As part of the Nau Warranty, we guarantee them to be free of manufacturer or material defects. This does not cover reasonable wear and tear or abuse. Our warranty goes into effect from the date of purchase and only applies to the original owner. Please understand that we can not guarantee products employed for purposes other than their intended use. Please visit the warranty page for more information.  

Q: Does the RN number on the tag identify the style of my garment?
A:
The RN number does not identify the garment's style. RN stands for Registered Identification Number. It is a number issued by the FTC to U.S. businesses that manufacture, import, distribute, or sell products covered by the Textile, Wool, and Fur Acts. We use this number on product labels to help our factories identify the garment as a Nau product.