Return and Exchange Policy
NOTE - Sales and Promotional Event Policy applies to items ordered during site-wide promotional events with a marked-down price, such as Black Friday and Cyber Week. See Section 4 below for complete details.
Chapters:
1. Overview for All Returns - Requirements and Expectations
2. Start a Return or Exchange
3. Return / Exchange Policy for Full Price Orders
4. Return / Exchange Policy for Sale and Promotional Event Orders
5. Product Warranty and Order Accuracy
6. Order Editing and Cancellation Policy
7. Holiday Policy for Return / Exchange Window Extension
8. Conditions of Sale for Non-US Orders
1. Overview for All Returns - Requirements and Expectations:
We offer a 30-day return or exchange option from the date the order is shipped. Items ordered as Christmas gifts are the only sanctioned exception to this, unless there is an issue with delivery (i.e,. courier delays).
Online returns or exchanges are only accepted from the original purchaser.
Products marked as "Clearance" or otherwise marked as final sale are considered final-sale merchandise and cannot be returned.
If you receive your product and you are uncertain about your purchase, please keep the original packaging that came with the product until you have decided whether or not you wish to keep it. All returned items must be in New condition, both unwashed and unworn, with tags attached and the product neatly folded in the branded zipper bag it came in.
To be considered New condition, items and packaging must be odor free and free of animal hair. All product must have original tags and must not be laundered or soiled. Items returned with obvious use or damage may be subject to additional fees, or denied and returned to the sender.
Returns and exchanges are processed once the order is returned by mail and inspected by our warehouse team. Please allow at least 7-10 business days for processing after delivery to our warehouse.
Exchanges are limited to one time per item and may be subject to availability.
Exact policy may vary depending on if the item was purchased at regular price or during a sale event. Details for both are outlined in the following sections.
2. Start a Return or Exchange:
Arrowhead Products: Access our self-service return request portal here.
You will need:
- Your order number beginning with "ATA"
- Your Zip Code
- The detailed reason for the return or exchange
- If exchanging, the alternative product that you want (color & size)
The return portal is set to apply the applicable policy for your return request. If the portal does not accept your request, please review the policy details for your order. If you believe that you have a special circumstance that justifies a policy exception, then contact our support team for consideration.
Please use Arrowhead return labels to ship only Arrowhead products which have been specifically authorized for return. Return labels issued for returns or exchanges must be used (shipped) within 2 weeks of the label's date of issuance.
Arrowhead cannot guarantee the status of any items returned with a shipping label which has not been authorized.
Non-Arrowhead Products: Please, do not return any items to Arrowhead that were shipped by a partner brand. This includes Gunderwear, Crucial Concealment, RTS Tactical, Warrior 12, and any other items from other manufacturers.
Our warehouse cannot receive items from these brands. Please contact these brands directly to arrange a return.
3. Return / Exchange Policy for Full Price Orders:
Full Price Exchanges: Exchanges are free for full price orders (not marked down, no "compare at" price) in the contiguous United States, provided that the returned product and exchange product are of the same value. Products exchanged outside of their product family may incur a charge if the exchanged product is more expensive than the original product.
Arrowhead will provide a pre-paid shipping label to send back the product(s). After the product(s) have been received and inspected, the support team will create a new order with the exchanged product(s) requested. You will receive an order confirmation email when this occurs.
Full Price Returns: Returns may be granted as refunds to the original method of payment on full price items or as store credit for the Arrowhead website. The customer is responsible for the cost of the return shipping label provided by Arrowhead to mail back the product(s). All returns for refund are subject to a 10% restocking fee which covers the cost we incur to inspect and recondition returned products for resale. Restocking fees do not apply to returns for store credit.
If the customer places two separate orders for a product (i.e. in different sizes or on different dates) and chooses to return one, the refund will be issued for the lower transaction price, if applicable. Original shipping costs are nonrefundable.
4. Return / Exchange Policy for Sale and Promotional Event Orders:
Note: This policy does not apply to full price items purchased using discount codes. Those items are subject to our Full Price Orders policy above.
Orders placed for discounted products during sale and promotional events (including the Spring Cleaning Sale, Memorial Day Sale, 4th of July Sale, Black Friday / Cyber Week Sale, or other warehouse liquidation events) are not eligible for refund to the method of payment used. This is a mandatory term of sale that every customer agrees to when making a purchase during a site-wide sale event.
Sale Exchanges: Size or color exchanges are permitted within the same product family (i.e., Traveler Joggers). The customer will be required to pay the return shipping costs associated with returning the item(s) to our warehouse.
Arrowhead will provide a shipping label to send back the product(s). After the product(s) have been received and inspected, the support team will send an exchange invoice by email for the applicable return shipping costs. Completing this invoice will create the new order for your exchange.
During high-volume sales periods, Arrowhead may elect to process exchanges as store credit in the form of a gift card so the customer may re-order the new item(s) that they desire. Arrowhead cannot guarantee price equivalency or specific item availability if re-ordering at a later date.
Sale Returns: Returns will be granted as store credit equal to the amount paid for the product(s) returned. Restocking fees do not apply to returns for store credit. Store credit does not expire and can be used to purchase anything on the website.
5. Product Warranty and Order Accuracy:
Arrowhead is committed to providing durable products that stand up to the test of both time and proper use. For our product warranty information, click here.
If the order you receive contains different products than what you ordered, please contact our support team by email. We strive to fulfill all orders correctly, and we will fix any improper fulfillment issues completely free of charge.
6. Order Editing or Cancellation Policy:
Arrowhead does not guarantee that we can edit or cancel orders after they have been placed. Please review your order carefully before submitting.
Orders that have shipped cannot be edited or cancelled. If you have received an email with tracking information, then your order has shipped.
Arrowhead is responsible for shipping packages to the shipping address provided on the order by the customer. It is the customer's responsibility to recover delivered packaged from the address submitted when ordering, wherever that may be. If a package is returned to sender due to an incorrect address or other reason, this order can be reshipped once we receive the returned package.
Made To Order Items: If an item is disclosed in the product description that it is being made to order (see example below), it can be cancelled for up to 2 weeks after the order is placed.
Canceling an item that is made to order will incur a 10% cancellation fee on the refund. After 2 weeks, made-to-order items cannot be cancelled for a refund, though they can be cancelled for store credit equal to the amount paid.
Example Disclaimer - Always placed at the top of the product description:
7. Holiday Policy for Return / Exchange Window Extension:
Orders placed as Christmas gifts are exempted from the 30-day-from-shipped return or exchange requirement. Requests for returns and exchanges on Christmas gifts will be granted if the request is submitted by email by December 31st, provided that the order is eligible for return or exchange.
Before emailing us, please attempt to use our self-service portal to get your label. If you ordered in December and the order was not for final sale items, it will work. This is the fastest way to get your return label.
All that matters is that you have submitted a request by December 31st, not that we have responded. The clock stops when you've submitted your request. Please do not send multiple emails - this only makes it harder to serve you in a timely manner.
Terms and conditions apply. For Black Friday Sales Event purchases, please refer to the Sales and Promotional Events policy.
8. Conditions of Sale for Non-US orders
Due to the cost and complexity of shipping, all international sales are final. The customer is responsible for all tariffs and duties assessed against any packages we ship. If you have any issues receiving your package, contact us with your tracking information and order number.
Effective for orders placed as of January 1st, 2025
