- How much does shipping cost?
All orders placed on the Arc'teryx website qualify for free shipping.
- Do you ship items to multiple addresses?
No, items can only be shipped to one address per order.
If you wish to send items on one order to multiple addresses, then a new order must be made for each delivery address required.
- When will my order be shipped?
Items are usually shipped within 1-2 working days. Please contact our customer service team for more information on shipping.
- How do I track my order?
You can track your order by using the tracking number stated in the shipping confirmation email.
You are unable to track your order on the same day as it is shipped. Please check the tracking status the day after the item has been shipped.
- How do I cancel my order?
An order cannot be cancelled once it has been placed and payment has been taken. If you need to cancel your order, please call our customer service team. The cancellation method will differ depending on the shipping status.
If the item has already been forwarded on for delivery, you will need to return the item to us once it reaches you.
- Can I change the delivery date once the order has been placed?
Please contact our customer service team.
We cannot accept any changes to the delivery date once an item has been shipped. If this is the case, please call one of SAGAWA's offices, stating the tracking number sent to you in the shipping confirmation email.
- How do I check my order status? When will payment be taken?
After you have confirmed your order, you will receive an order confirmation email.
Payment will be taken once your item has been shipped.
You can check the status of your order on our website by logging into your account and clicking on 'Order Status'.
- Do you issue an invoice?
Yes, please contact our customer service team.
- Can I place orders by phone?
No, we do not accept telephone orders.
- What payment methods can I use?
We accept payment via VISA, MasterCard, JCB, Diners Club and American Express. Please note that we cannot accept payment in instalments.
- Is credit card payment safe?
Yes. We do not keep customer information on file and we outsource the payment process to Cyber Source. Cyber Source operates through PCI DSS which is a proprietary information security standard for organisations that handle branded credit cards from major card issuers and manage information under strict security standards to safely handle information.
- Can I add an item to an existing order?
No, an item cannot be added to an existing order once payment has been made. Please either contact our customer service team or place an additional order.
- If I cancelled or returned an order that I paid with using a discount code, can I use the code again?
No, a discount code cannot be reused once it has been applied to an order. We do not reissue discount codes, so please be careful when ordering with a discount code.
- Do I need to set up an account to place an order?
No, an account is not required to place an order. You can check-out as a Guest, but setting up an account provides easy access to your order, faster returns, as well as quicker check-out next time.
Shipping & Delivery
- What packaging will my order be shipped in?
We use the original black coloured paper bag or box and brand logo tape. If the product is very large we will use a box with the Amer Sports logo.
- Do you offer a gift-wrapping service?
Yes, we package gift-wrapped items using protective thin fabric bags. If you select ""Gift Service"" when you place an order, we will enclose a gift bag. Please use the gift bag and the protective thin fabric bag together as gift wrapping.
- Can you issue an invoice without the price on?
When the shipping and billing addresses are different, the price is not shown on the invoice. If you need an invoice without the price on, please use different shipping and billing addresses.
- Is it possible to collect my delivery from the postal office?
No, you cannot collect your order from a postal office.
As SAGAWA EXPRESS delivers directly to you, please use an address where you are able to personally receive mail.
- Do you offer international shipping?
We offer domestic delivery only. Please use a Japanese address for shipping.
- Can products be delivered to a different mailing address from the billing address?
Yes, you can choose different shipping and billing addresses. Please note that if the shipping address is different from the billing address, the price will not appear on the invoice.
- Can I collect my order from a local Arc'teryx store?
No, you cannot collect your item from a local Arc'teryx store.
- How many days will it take for my package to be delivered?
This will depend on where the item is being shipped to.
Items are shipped from our warehouse in Aichi, and delivery can take anywhere from 1-3 days.
- Do you ship 365 days a year?
No, we only ship on working days. Deliveries may be delayed over periods such as New Year, Christmas, Mother's Day, Father's Day, Valentine's Day and other seasonal periods. Please allow adequate time for delivery when placing an order.
- Can I collect my order from a SAGAWA depot?
※Please note that choosing a specific SAGAWA depot may delay delivery.
※If you use an incorrect address, we may not be able to deliver your item to you.
Collecting your item from a SAGAWA depot
When you enter your shipping information please follow the instructions below, making sure to include the recipient's details in the "Name" and "Tel" columns:
■Include the name and address of your chosen SAGAWA depot in the 'Address' field and write 'STOP' at the end of the address.
[Name] ○○ ○○
[City] Koutou-Ward, Shinsuna
[Street Address] 1-12-14 Josai Office STOP
To find your nearest SAGAWA depot, please click on the link below:
- Can you ship multiple orders together?
No. Orders placed separately cannot be shipped together as we process shipments according to their order number.
- Can I change my shipping address after the order has been placed?
No, we are unable to change your shipping address once your order has been placed. To do this, you will need to cancel your order and place it again.
Whether you are able can cancel your order depends on the shipping status. Please contact our customer service team for more information.
- Can I choose the date for delivery?
Yes. When you order, please specify your preferred delivery date. If there are any issues with payment, the delivery date may be changed.
If this happens, we will contact you either by phone or email to tell you.
- Can you ship my order to a military base in Japan?
Yes, please provide us with the address of the base and the building number in Japanese.
Returns & Refunds
- How do I return an item?
To return your item, please return it to us in a new and unused condition within 30 calendar days from the date of delivery. Please note that you are responsible for covering the costs of return postage.
Once we have received your item, we will first determine whether we are able to except the return. After the return has been accepted, a refund will be processed to the card used for payment.
If you wish to return your item, please contact our customer service team who will guide you through the process.
- How do I return/exchange a faulty item?
If you purchased your item via our online store, please contact our customer service team.
After we have investigated the fault, we will cover all costs of the return and process an exchange for you.
If we cannot provide you with a replacement, we will process a full refund.
- How do I exchange an item?
If your item is not faulty or damaged, please return it to us and place another order. Please note that you are responsible for the cost of returning your item.
We accept returns in accordance with our Returns Policy.
If you wish to return your item, please ensure the item has all original tags attached.
- What do I do if a fault occurs after use?
Please contact our customer service team.
We will ask for more information on the nature of the fault and how the item has been used in order to determine next steps.
- What do I do if I have received the wrong item?
Please contact our customer service team and provide us with the following information:
- Order number
- Date the item was delivered
- Product name
- Condition of the items (e.g different colour/size etc.)
- The condition of the protective packaging and tags
- Return or exchange
※ If the protective packaging or tags have been lost and the item has been discontinued, we cannot accept it back for a refund or an exchange.
- How do I receive a refund?
After the return has been completed, we will transfer the funds back to the card used to make payment. Please note that the refund will be transferred back to your account in the month following purchase. Funds will be returned via the original method of payment only.
- In what cases do I need to cover the cost of return postage?
If your item is not faulty or damaged, you are responsible for covering the cost of return postage. We can only exchange new and unused items.
- When returning a product from abroad.
Regardless of the product condition, when shipping from abroad, you are responsible for all return shipping costs.
- Where can I buy Arc'teryx products?
You can buy our products at the following stores.
- Is Arc'teryx the direct seller?
Our authorized retailer AMER SPORTS JAPAN manages sales for the Arc'teryx online store.
- I have bought an Arc'teryx product. How can I tell whether it is genuine or not?
We are unable to confirm whether your item is genuine. Please contact the store where you purchased the item.
- Is my personal information kept private and confidential?
As a part of the information communication industry, we declare that in order to protect your personal information, we understand that the protection of personal information is a vital management issue related to corporate social responsibility, and we implement the following statements comprehensively throughout all the Company's divisions and departments.
We will use personal information only within the scope of the above purpose of use and only as needed in the performance of our business operations. When sharing personal information with a third party or commissioning a third party to handle personal information, we will conduct impartial investigations about the third party and perform proper supervision to ensure the maintenance of confidentiality.
- How do I find replacement parts?
We do not sell replacement parts for our items.
If you did not buy your item via our online store or one of our shops, please contact the shop where you purchased your item.
If you bought the item via our online store or one of our shops, please contact our customer service team.
Depending on the condition of the item, it is possible that we will not be able to repair your item if it is deemed beyond repair.
- How do I carry/store electronic devices? Can I carry electronic devices in GORE-TEX® garments?
Although our WaterTight™ zippers are highly water resistant, they are not fully waterproof. Pockets constructed using waterproof fabrics may collect water if they are opened or accessed during wet or snowy conditions.
We do not recommend keeping items in your pockets that may be damaged by moisture. We strongly recommend that you keep any fragile or electronic devices in a sealable plastic bag inside an internal pocket. Arc'teryx is not responsible for any damage to electronic devices or personal equipment.
- Sizing Information: How can I determine which size will fit me best?
General sizing information for Arc'teryx products is included on our Sizing Charts page.
For questions on specific sizing details, contact Arc’teryx Customer Support using the Contact form.
- How do I request an item repair check?
To repair an item that was not purchased from our online store or one of our shops, please contact the store where you bought it from.
To repair an item that you purchased from our online store or one of our shops, please contact our customer service team. We will ask for the product number and the condition of the item before providing you with information on how the inspection process works. Depending on the condition of the item, we may not be able accept your item if it is deemed beyond repair.
- Is my package insured during delivery?
Loss or damage during delivery is insured by the shipping company. Please contact our customer service team when loss or damage has occurred. Depending on stock availability, we may refund your order instead of exchanging your item.
- Does the warranty differ between items purchased from authorized dealers and items purchased from unauthorized dealers?
The cost of repair is higher if an item is purchased from an unauthorized dealer. The cost of repair for items purchased from unauthorized dealers will cost approximately 3 times more than for items purchased from authorized dealers.
- About Warrantry of Bird Aid
For Customers in JAPAN:
Bird Aid is an exclusive warranty service provided to customers who purchased products at our official onlinestore or dealer store in Japan. It supports product condition checks, maintenance advice, and the cost of repairs up to 30% of the value of your purchase if your product is damaged.
Please contact our CALL CENTER if you have inquiries about Bird Aid or need to check & repair your product.