My cousin recently ordered a hiking backpack from REI, but a day later, she found a better deal elsewhere and needed to cancel. It got me thinking—what do you do when you need to cancel an REI order?
Whether you’ve found a better option, made a mistake, or simply changed your mind, this guide will show you how to cancel your REI order. If it’s too late to cancel, don’t worry—we’ll cover your next steps, including REI’s return policy, refund process, and how to get in touch with their customer service.
REI Order Cancellation Policy
Before diving into the steps to cancel an REI order, it’s important to understand their order cancellation policy. Timing is crucial here, as the window for canceling an order is typically short.
When it comes to cancellation, orders can generally be canceled if they are still in the “processing” stage. This means acting quickly after placing your order is essential. Once an order has been prepared for shipment or has already shipped, cancellation is no longer possible. If an item is backordered, you might have more time to cancel, but it’s best to act swiftly as soon as it becomes available for shipping.
It’s important to note that some orders may not be eligible for cancellation. For example, customized items or gift cards usually cannot be canceled once the order is placed. Being aware of these restrictions can save you from future frustrations.
Tip: Always double-check your order details before submitting to avoid the need for cancellations later on.
Step-By-Step Guide: How To Cancel Your REI Order
If you’ve decided to cancel your order, follow these steps to do it quickly and efficiently:
Step 1: Log in to Your REI Account
Start by visiting the REI website and logging in using your username and password. Once logged in, navigate to the “Order History” section to see a list of your recent purchases. This will help you locate the order you want to cancel.
Step 2: Locate the Order You Want To Cancel
Finding the correct order is straightforward. Look for the order number and the date to confirm you’re selecting the right one. This step is crucial, especially if you’ve made multiple purchases recently.
Step 3: Check the Order Status
Next, verify whether the order is still in the “processing” stage. If it has already shipped, cancellation may no longer be an option. “Checking the status quickly can save you a lot of hassle later on,” suggests customer service expert Anne Garcia.
Step 4: Cancel the Order (If Eligible)
If the order is still processing, you’ll likely see a “Cancel Order” button next to the order details. Click it to proceed with cancellation. If you don’t see this option online, it’s best to reach out to REI Customer Service as soon as possible. Acting quickly is key here.
Step 5: Confirm Cancellation
After you’ve submitted your cancellation, you should receive a confirmation email from REI. It’s a good practice to log back into your account to double-check that the order status has been updated to “canceled.” This step ensures there are no surprises later.
Steps to Take If You Can’t Cancel Your REI Order
Sometimes, you might find that your order is no longer eligible for cancellation. In such cases, don’t worry; you still have options.
If you cannot cancel, the first step is to wait for the package to arrive. Once it’s in your hands, you can initiate a return. Alternatively, if you’re able to refuse the package upon delivery, this can also be an effective way to handle it. Just make sure to communicate your intentions clearly to the delivery service.
In terms of costs, keep in mind that some orders may require you to pay for return shipping fees. Additionally, in rare cases, there could be a restocking fee, particularly for large or special-order items.
“In most cases, returning an item is easier than you think, and REI’s policies are designed to keep customers happy.” – Outdoor Retail Expert
REI’s Return Policy
If you couldn’t cancel your order, don’t worry—REI has a flexible return policy that accommodates various situations.
REI’s standard return policy varies based on membership status. Members have a full year, or 365 days, to return products, while non-members typically have 90 days. This generous policy emphasizes REI’s commitment to customer satisfaction. It’s worth noting that certain items, such as rental gear and electronics, have a shorter return window of 30 days for all customers.
| Membership Status | Return Window |
|---|---|
| Members | 365 days |
| Non-members | 90 days |
| Rental Gear | 30 days |
| Electronics | 30 days |
When returning items, having your proof of purchase—such as a receipt or order confirmation email—will make the process smoother. If you don’t have a receipt, REI may still process the return based on your membership history, but it’s best to keep that documentation handy.
In terms of conditions for returning items, new and unused products must be in their original packaging with all tags attached. If you’re returning an item because it didn’t perform as expected, REI typically accepts returns under its 100% satisfaction guarantee. However, some items may be ineligible for return, including final sale merchandise or customized products.
How To Return an REI Order (In Case You Couldn’t Cancel)
If you couldn’t cancel the order, here are your options for returning it:
Return In-Store
If you’re near an REI store, returning an item in person can be the most convenient option. Use the store locator on REI’s website to find a location nearby. Bring the item and your proof of purchase to the customer service desk. Returning in-store allows you to skip shipping costs, and refunds are typically processed faster, making it a hassle-free choice.
Return by Mail
For those who prefer or need to return items by mail, initiate a return online through your REI account. After logging in, navigate to your order history, select the item you wish to return, and follow the prompts to generate a return shipping label. Securely package the item to avoid damage during shipping, and remember that if the return isn’t due to a defect, you may have to cover return shipping costs.
Curbside Return (If Available)
Some REI stores offer curbside return services. Check with your local store to see if this option is available. If it is, you can stay in your vehicle while a store associate collects the return from you, providing a contactless experience.
Contacting REI Customer Service for Assistance
If you encounter any issues during the cancellation or return process, contacting REI’s customer service is a smart move. Here are your options:
For immediate help, you can call their customer service line. The U.S. number is 1-800-426-4840, and for international inquiries, you can reach them at 1-253-891-2500. It’s best to call during early morning or late evening hours to avoid peak times.
Alternatively, you can access chat support through the REI website for real-time assistance. This option is often convenient if you prefer not to wait on hold. If your issue isn’t urgent, consider submitting a request online through the contact form, which typically receives a response within 1-2 business days.
Tip: Have your order number and account details ready when you reach out to customer service to expedite the process.
Refund Process
Understanding how the refund process works is essential for setting the right expectations. Once you submit a return request, refunds typically take around 7-10 business days to process. The refund will be issued back to the original payment method, whether that’s a credit card, PayPal, or gift card.
In most cases, you can expect a full refund for items returned in new or unused condition. However, if the item was used or returned after the standard return window, you might receive store credit instead. It’s also important to note that original shipping fees are generally non-refundable, unless the return is due to a defect or error on REI’s part.
| Refund Type | Expected Processing Time |
|---|---|
| Standard Refund | 7-10 business days |
| Store Credit | Varies |
| Shipping Fees | Generally non-refundable |
Conclusion
Canceling an REI order is generally straightforward if done quickly. The key is acting fast, especially before the order moves to the shipping stage. If you miss the cancellation window, REI’s return policy provides multiple ways to return your items easily, whether in-store, by mail, or curbside. Keep the process smooth by having your proof of purchase ready and knowing the refund timeline. With this guide, you’ll be prepared to handle order cancellations and returns at REI efficiently.
Frequently Asked Questions
Can You Cancel an REI Order After It Has Been Shipped?
No, once an order is shipped, it cannot be canceled. However, you can return the item after it arrives.
Will I Get a Full Refund If I Cancel My Order?
If you successfully cancel your order before it ships, you will receive a full refund, including any applicable taxes.
Can I Return an Item to REI Without a Receipt?
Yes, if you are a member, REI can look up your purchase history. Non-members will need to provide a receipt for returns.
What Happens If I Refuse the Delivery?
If you refuse the delivery, the package will be sent back to REI, and you’ll receive a refund minus any return shipping costs.
Are There Any Restocking Fees for Returning an Item?
REI does not typically charge restocking fees, but some exceptions may apply for large items or special orders.
Joseph Dean is a dedicated author at Techy Nomy, specializing in creating easy-to-follow guides on how to cancel and activate various subscriptions. With a passion for simplifying the digital experience, Joseph delivers clear and concise content to help readers manage their services efficiently.