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FAQ

FAQ

If you have any questions that are not answered here, please contact our customer support team or send an email to  [email protected]

General

What is The North Face Renewed?

We’re a resale marketplace for buying returned, damaged or defective clothing directly from The North Face. In the future, you’ll also be able to sell your own pre-loved The North Face gear.

Buying from The North Face Renewed

Where do The North Face Renewed clothes come from?

Our clothes come from returned, damaged or defective The North Face gear that’s been inspected, cleaned and restored.

Who am I buying from?

You’re purchasing a pre-loved item directly from The North Face. Our Renewed team, powered by Archive, is here to answer any questions you have.

Can I buy an item if I don't live in the United States?

Not right now (but maybe someday that’ll change). Unfortunately, we also can’t ship to AA, AE or AP addresses.

If you’re in Canada, you’re in luck: you can shop pre-owned items at https://renewed.thenorthface.ca/.

 

What should I do when I get my gear?

Once it arrives, check out the item to make sure it’s as-described. If you have concerns, contact our The North Face Renewed customer support team within 14 days of delivery.

What happens if my gear never shows up?

If your item doesn’t ship within 6 business days of purchase, you’ll have the option to cancel your order and get a refund.

What happens if my item is damaged?

The short answer: You’ll get a full refund.
The long answer: If your item shows up damaged or in a condition different from how it was described, contact customer support. They’ll have a few questions and need a few photos, and then they’ll send you a shipping label. You’ll have 6 business days to ship the item. After that, we’ll send you a full refund.

Can I return an item?

Yep! We have a 14-day return policy..

Is The North Face guaranteeing the quality of items sold on this site?

Our Renewed gear is covered by a one year warranty that protects against manufacturing and workmanship defects.

Will I be able to sell my The North Face items?

Not yet, but stay tuned. (PSA: Sign up for emails to be the first to know.)

How do you calculate sales tax?

State and local sales tax will be charged on items based on your zip code. Shout out to Alaska, Delaware, Montana, New Hampshire and Oregon.

Environmental Impact

Why buy secondhand?

Buying secondhand helps reduce the environmental impact of getting dressed and staying warm—and all those other pesky essentials. Producing new clothes requires natural resources; buying used helps reduce carbon, waste and water footprints. Also it’s cheaper. Win-win.

Partners

Who does The North Face Renewed work with?

Archive is our service provider for development and operation. Check out their website.

We also partner with TERSUS Solutions to repair and refurbish our gear. They have the world’s most advanced cleaning technology, which gets The North Face Renewed up to a clean-as-new quality, with minimal water usage For more information, please see their website.

If you have any further questions, please contact support or send an email to

FAQ

If you have any questions that are not answered here, please contact our customer support team or send an email to  [email protected]

General

What is The North Face Renewed?

We’re a resale marketplace for buying returned, damaged or defective clothing directly from The North Face. In the future, you’ll also be able to sell your own pre-loved The North Face gear.

Buying from The North Face Renewed

Where do The North Face Renewed clothes come from?

Our clothes come from returned, damaged or defective The North Face gear that’s been inspected, cleaned and restored.

Who am I buying from?

You’re purchasing a pre-loved item directly from The North Face. Our Renewed team, powered by Archive, is here to answer any questions you have.

Can I buy an item if I don't live in the United States?

Not right now (but maybe someday that’ll change). Unfortunately, we also can’t ship to AA, AE or AP addresses.

If you’re in Canada, you’re in luck: you can shop pre-owned items at https://renewed.thenorthface.ca/.

 

What should I do when I get my gear?

Once it arrives, check out the item to make sure it’s as-described. If you have concerns, contact our The North Face Renewed customer support team within 14 days of delivery.

What happens if my gear never shows up?

If your item doesn’t ship within 6 business days of purchase, you’ll have the option to cancel your order and get a refund.

What happens if my item is damaged?

The short answer: You’ll get a full refund.
The long answer: If your item shows up damaged or in a condition different from how it was described, contact customer support. They’ll have a few questions and need a few photos, and then they’ll send you a shipping label. You’ll have 6 business days to ship the item. After that, we’ll send you a full refund.

Can I return an item?

Yep! We have a 14-day return policy..

Is The North Face guaranteeing the quality of items sold on this site?

Our Renewed gear is covered by a one year warranty that protects against manufacturing and workmanship defects.

Will I be able to sell my The North Face items?

Not yet, but stay tuned. (PSA: Sign up for emails to be the first to know.)

How do you calculate sales tax?

State and local sales tax will be charged on items based on your zip code. Shout out to Alaska, Delaware, Montana, New Hampshire and Oregon.

Environmental Impact

Why buy secondhand?

Buying secondhand helps reduce the environmental impact of getting dressed and staying warm—and all those other pesky essentials. Producing new clothes requires natural resources; buying used helps reduce carbon, waste and water footprints. Also it’s cheaper. Win-win.

Partners

Who does The North Face Renewed work with?

Archive is our service provider for development and operation. Check out their website.

We also partner with TERSUS Solutions to repair and refurbish our gear. They have the world’s most advanced cleaning technology, which gets The North Face Renewed up to a clean-as-new quality, with minimal water usage For more information, please see their website.

If you have any further questions, please contact support or send an email to

[email protected]

 

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