Can't Find what you are looking for?
If you are unable to find the information you are looking for in the customer support centre please contact one of our Customer Service Representatives and we will help answer your questions.
Customer Service Hours:
Americas: 8am-5pm, Mon-Fri PST
Europe: 9am-5pm, Mon-Fri
Do you want to track the order that you already purchased online at arcteryx.com?
- Arc’teryx offers Ground and Express shipping options depending on the order type and destination. The estimated delivery time for Ground shipments is 5-10 business days, while Express shipments can take 3-5 business days. We work hard to get your order to you as fast as possible, however occasionally there may be an unexpected delay outside of our control which may impact the estimated delivery time.
- Arc'teryx online purchases can be shipped to destinations within Canada, USA, Germany, UK, Ireland, Sweden, Denmark, Norway, France, Austria, Poland, Switzerland, Spain, Japan, Italy, Belgium, Czech Republic, Finland, Australia and the Netherlands. Arc'teryx does not allow shipping to addresses offering freight forwarding services.
- After your order has been processed and is ready to leave our distribution center, you will receive a shipping confirmation email with the tracking number. To check the status, you can Track Your Order.
SHIPPING & DELIVERY FAQ
Can I change my shipping address after my order has been placed?
The shipping address cannot be changed after the order has been placed. If you would like to return your order, please visit our Returns and Refunds page.
Can I cancel an order once the order has been placed?
We work hard to get all orders processed as quickly as possible, once an order has been placed and payment has been processed, you cannot cancel your order. If you need to return any items please wait until you receive the shipment and then visit our Returns and Refunds page.
Can I add items to an existing order?
Items cannot be added to an existing order that has been confirmed. Your order is confirmed once you have completed the checkout stage and sent a confirmation number. If you would like to order additional items, you are welcome to place a new order online.
Which countries does Arc'teryx ship to?
Arc'teryx online purchases can be shipped to destinations within Canada, USA, Germany, UK, Ireland, Sweden, Denmark, Norway, France, Austria, Poland, Switzerland, Spain, Italy, Belgium, Czech Republic, Finland and the Netherlands. For shipping to Australia please visit www.arcteryx.com.au. For shipping to New Zealand please visit www.arcteryx.co.nz.
We may not be able to deliver to some regions listed above due to shipping restrictions.
We are unable to deliver to: Büsingen am Hochrhein, Helgoland, Féroé Islands, Greenland, Åland, Campione d'Italia, Livigno, SanMarino, The Italian waters of Lake Lugano, Vatican, Jan Mayen, Andorra, Canaries Islands, Ceuta, Melilla, Aruba, Bonaire, Curacao, Saba, Sint Eustatius, Sint Maarten, Guadeloupe, Martinique, Guyana, Mayotte, Reunion, Nouvelle-Caldedonia, French Polynesia, Saint-Pierre-et-Miquelon, Saint Barthelemy, Saint-Martin, French Southern & Antarctic Lands, Wallis et Futuna, Monaco, Guernsey, Anguilla, Ascension Island, Bermuda, British Indian Ocean Territory, British Antarctic Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Island of Man, Jersey, Montserrat, Pitcairn Islands, Saint Helena, South Georgia and the South Sandwich Islands, Turks and Caicos Islands, Australia, New Zealand, Mexico, Hong Kong, United Arab Emirates, Federated States of Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and Virgin Islands.
Does Arc'teryx ship to post office boxes?
Yes. We ship to post office boxes but may have to use an alternative carrier. This can increase the estimated delivery time from 5-10 business days.
Can my order be collected from an Arc'teryx store?
At this time our Click & Collect services are offline, but we will be re-introducing them soon. In the meantime, use our Store Finder page to locate and contact your nearest store to find out what they have in stock.
Can my order be shipped to a military address?
We can ship your order to a military base address but we may have to use a different carrier which can increase the delivery time of your order beyond our standard shipping timeline. Additionally, shipping to a military address may reduce visibility when tracking your package.
How much tax will I have to pay?
All applicable taxes will be applied based on the country or region that your order is being shipped to.
Can my order be separated and shipped to multiple addresses?
We do not ship to multiple addresses. Each individual order can only ship to a single address.
If you wish to send several items to different addresses, then a new order must be completed for each individual destination.
Does my shipping address need to be the same as my billing address?
You are able to enter a different shipping and billing address, however, for credit card verification purposes your billing address must be entered exactly as it appears on your statement.
What packaging will my order be shipped in?
The packaging method will be determined by the product and number of products on your order. We take great care when packaging our products to ensure that all items arrive undamaged to their shipping destinations.
Is my package insured?
All packages are insured through the shipping company used.
Can Arc’teryx ship to a freight forwarding address?
Arc’teryx Equipment does not allow Freight Forwarding due to agreements with our overseas dealers. If you are located in a country Arcteryx.com does not ship to, please contact a local Arc’teryx dealer to purchase products.
Why did some of my items ship separately?
Sometimes, the fastest way to get your order to you is to ship some items separately. We try to minimize this whenever possible, but if we do need to split your order, you will never have to pay for additional shipping. We will also provide multiple tracking numbers so you can see the shipments on their way to you.
Why is there a limit on Veilance orders shipping to the US?
High value orders travelling to the US require special customs and brokerage documents. Often times, these documents require additional personal information from you as the “importer” of these goods. To help ensure a frictionless shipping experience, we will attempt to split these high value orders into two smaller ones that can make their way to you without any additional documentation required.
If your order is over the limit, we will always reach out to you directly to let you know and provide a fast and easy solution.