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FAQ

Q: I just placed an order. When will it ship?
A:
All orders placed before 10AM Pacific Time (PT) will ship the same business day. Orders placed after 10AM PT will ship the next business day. *Please be advised that during peak holiday and promotional sales, orders shipped via UPS Ground may be delayed by 1 business day. 

Q: How do I apply a promo code to my order?
A:
In order to apply a promo code to your order, please follow these instructions:

View your shopping bag. The promo code field is located in the right-hand column, below your order summary. Manually enter your promotional code or copy and paste your promo code into the 'promo code' box and click 'apply' (please ensure there are no extra characters or spaces). Once your code is successfully applied, the total order summary will reflect your discount. There will also be messaging in the top left-hand corner stating that your code has been applied. *Please note: promotions, including other promotional codes and offers, cannot be combined.

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 using the last name and email address associated with your order, as well as your order number (US10000#####).

Q: Do you ship internationally?
A:
We are currently unable to ship anywhere outside of the United States.

Q: How do I make a return?
A:
We accept any new, unworn and unwashed items with in 30 days of purchase. Additionally, a complimentary return shipping label is included with each order that we ship.

To send items back, please simply reuse the original bag with the return shipping label attached to the outside.

Lost your return shipping label? Please contact us at customercare@nau.com and note your order number (US1000#####) with your request.

If you wish to return items past 30 days of purchase, please contact customercare@nau.com with your request.

Q: Can I return sale items?
A:
We accept returns of new, unworn and unwashed merchandise, including sale items, within 30 days of purchase for a full refund.

Q: Have you received my return?
A: By using the provided pre-paid return label, you can track your package by going to www.UPS.com and entering the return tracking number listed on your return shipping label. We advise using the pre-paid return shipping label as it also allows us to track your return or exchange.

Once your return has been received, please allow 3-5 business days for your return to be processed by our returns department.

Q: Why haven't I received a refund on my return?
A: Once our distribution center has received and processed your return, your refund will take approximately 3-5 days to be issued.

Please note refunds may take additional time to process based on your financial institution.

Q: Can I make an exchange?
A:
At this time we are unable to offer direct exchanges or process exchange requests noted on your return packing slip. However, we recommend following the following steps to receive your desired product as soon as possible.

Place an order for the desired items at nau.com. Fill out your original packing slip noting what you are returning and the reason for your return. Using the enclosed return shipping label, drop the item(s) and the packing slip in the original package within 30 days of purchase at your local UPS (or shipping) store. Keep an eye out for your refund - we'll issue it as soon as your return has been received and processed.

*Please note: for items purchased during a promotion, or with a one-time promotional code, please contact our customer service team at customercare@nau.com for further assistance.

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

Price adjustments: We will gladly honor a one-time price adjustment on full-price merchandise if the following criteria are met. 1) The promotional price offered is for the same style, size and color, and is currently available on our site. 2) The request is submitted within 30 days of purchase.

To request a price adjustment, please email customercare@nau.com and note your order number (US1000#####) with your request.

Price matches: If an item at another online retailer reflects a price that is lower than on nau.com, we cna match the lower price. Similar to price adjustments, the following criteria must be met. 1) The lower priced product is available in the exact same style, size and color. 2) If the item has already been purchased, your request must be submitted within 30 days of purchase.

To request a price match, please email customercare@nau.com and share the product page link of the online retailer with the lower price with your request.

Q: Where can I find a size chart?
A: A size chart guideline can be found on every product page. Simply 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 customercare@nau.com.

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 products. Find one near you.

Q: Can I back order an item on your website?
A:
Unfortunately, no. We make a limited quantity of styles each season and rarely restock items. However, on occasion we will get returns, so it is possible that an item may become available again on our website. We suggest checking the website periodically to see if an item has become available for purchase.

Q: Can I edit my order once it has been placed?
A:
Unfortunately, once your order has been submitted it is unlikely that it can be changed. However, customer service may be able to help during normal business hours, Monday through Friday, between 9:00 a.a. - 5:00 p.m.

Q: Can I cancel my order once it has been placed?
A:
If you need to cancel your order, please contact customer service during normal business hours, Monday through Friday, between 9:00 a.m. - 5:00 p.m. and we will do our best to assist you. Please contact customercare@nau.com OR 855-628-8648.

Q: What forms of payment do you accept?
A:
Our website accepts the following methods of payment:

Visa, Mastercard, Discover, American Express, PayPal.

Q: Does Nau offer gift cards?
A:
Yes! You can purchase an e-card or a paper gift card depending on your gifting needs. *Please note, gift cards issued prior to November 2014 are no longer compatible with our website. If you have a gift card of this kind, please contact us at customercare@nau.com so we can assist with transferring your remaining balance.

Q: How do I care for my product?
A:
Care instructions are on the inside of every garment we sell, as well as on the webpage for each product if it is still available. You can find more specific information on our Product Care Page.

Q: What is your warranty policy?
A:
We proudly guarantee all Nau products in their quality and performance. Sustainability comes standard in every piece we make, and we believe an important part of that is designing for durability. Please visit our Warranty Page for more information on our warranty and repair services.

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.