Click the Auto Returns link within the footer of our website (https://returns.spyder.com/) and add the order you wish to send back including the shipping zip code. Once RMA # is created a pre-paid label will be provided to return the product back for processing.
PLEASE NOTE: we are in the process of initiating a new International Shipping service on the site and this process may very well change!!
Orders placed on our www.spyder.com storefront but shipped outside of the US will need to contact Customerservice@spyder.com and provide the order # you wish to return. A return merchandise authorization number (RMA #) will be provided including additional instructions on where to ship your online return. *International orders are not eligible for prepaid return labels*.
DO YOU HAVE SELF-SERVE RETURNS?
Please follow our Auto Returns process as highlighted below.
Click the Auto Returns link within the footer of our website (returns.spyder.com).
- Add your order # and shipping zip code, or alternatively use the email you used for your orders if you wish to return items from more than one order.
- Select the item(s) you wish to return and include the quantity and reason for return.
- Once confirmed, you will be provided a shipping label to return the product.
- Prepaid labels are only available to US customers and exclude International, Puerto Rico and certain US territories returns.
- Once the return is received, a notification will be emailed to you as proof of the refund reflecting to your account.
- Original shipping charges will not be added to refund
- Items not returned in 100% resalable condition will be subject to restocking fee (5%-10%)
- No returns or exchanges on Final Sale items
- Exchanges will be processed as a refund and a replacement order will need to be placed separately.
- Returns must be initiated from the original point of sale. Online orders will not be accepted for refund or exchange within our retail/outlet locations.
Note: Prepaid label is only offered to United States customers. This offer excludes orders being shipped from certain US territories, Yukon territory, and international orders.
LOST PACKAGE/PACKAGE NEVER ARRIVED?
If you did not receive an order placed through our online store front, we suggest reaching out to our Customer Service department and one of our representatives would be more than happy to assist you with a Tracer Request with our shipping account manager.
Either call us on: +1 (833) 541-1957 or email email@example.com
Please have your order SPYU Order number available, and our representatives will document the issue and file a claim accordingly. Our representative will let you know what to expect from that point forward and answer any further questions you may have.
WHAT IF I RECEIVED THE WRONG PRODUCT?
If you received an incorrect item within recent online order, simply contact our Customer Service department via email firstname.lastname@example.org, or call +1 (833) 541-1957 and have your SPYU Order number and incorrect item number available. Once confirmed, one of our representatives would be more than happy to email you a pre-paid return label to have the product returned to us and once received the correct item will be immediately reshipped to you at no cost.
HOW DO I TRACK MY PACKAGE?
Once your order has officially shipped out, an automatic email will be sent to you which will include the tracking number affiliated to your shipment. If you have an account you can also log onto www.Spyder.com using your username and password to view previous order confirmations, statuses, returns authorizations, tracking numbers etc.
If you still are experiencing issues locating the appropriate tracking information or never received a confirmation email, please contact our customer service department via email at email@example.com or phone (+1 (833) 541-1957), and one of our representatives will be happy to assist you.
HOW LONG UNTIL MY ORDER SHIPS?
Once your order has been created, please expect a 1-2 business day processing time frame before your orders has been processed through our warehouse and shipped out. Once a tracking number has been created and assigned to your shipment, this will trigger an automatic email confirmation to be sent via spyder.com with your product's expected delivery date. Please note that shipments can occasionally be delayed due to unforeseen circumstances, especially weather events.
Next Day Shipments:
Orders placed before 11am MST will be shipped out same day. Any orders placed with Next Day shipping after 11am will be shipped out the following business day.
CAN I SHIP TO MILITARY ADDRESSES (EG.APO/FPO/DPO)?
At this time orders placed through www.Spyder.com are unable to be shipped to military bases or diplomatic locations (eg. APO/FPO/DPO addresses). A physical non-military shipping address will need to be provided for your transaction to process and ship accordingly.
FREE INTERANTIONAL SHIPPING?
Spyder offers FREE Standard Shipping to over 40+ countries on orders over $250 USD after any discounts and before duties/taxes. Shipping rates on orders under $250 USD will vary based on destination and will be calculated upon checkout.
*Duties and taxes will be calculated during checkout depending on ship to country*
WARRANTY & RETURN QUESTIONS
DO YOU OFFER A WARRANTY ON YOUR PRODUCT?
We offer a limited lifetime warranty with certain restrictions. To find out more information, and to initiate a warranty claim, we simply request you email us at Warranty@spyder.com, and one of our representatives will be more than happy to assist you.
I WANT TO RETURN MY JACKET FOR WARRANTY REPAIR, AND I LIVE IN EUROPE. WHOM SHOULD I CONTACT?
If for any reason you are not satisfied with your purchase, please contact us at firstname.lastname@example.org and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded.
WHAT IS YOUR CURRENT WARRANTY POLICY?
To be eligible under the Snow Warranty Program, the original purchaser of the product must provide Spyder with a proof of purchase of an eligible product in the form of (a) an online order confirmation sent by Spyder, (b) a bank statement or credit card statement reflecting the purchase and purchase date of the product, or (c) the original, itemized packing slip provided by Spyder with the shipment of the product reflecting the purchase and purchase date of the product (collectively, “Proof of Purchase”).
What this snow warranty does not cover
The Snow Warranty Program does not cover defects due to normal wear and tear, damages related to accident, alteration of product, improper care and/or negligence, improper fit, or the natural wear and tear or breakdown of colors and materials over time. Damages incurred from impact with trees, hard-pack snow, chair lift equipment, elements and objects associate with snow activities are not covered by warranty. Products used consistently in certain conditions and exposed to the elements are going to show wear and tear at a faster rate than those used indoors and/or less frequently. The following is not covered under warranty and will make the product ineligible for warranty coverage under the Snow Warranty Program: the use of bleaches, fabric softeners, wash additives, dry cleaning, over drying, and/or the failure to properly wash product.
At this time, we are unable to check on the status of applications, but don’t be discouraged! Please submit your information and we appreciate your patience!
CAN I RETURN/EXCHANGE ITEMS PURCHASED INSTORE ONLINE?
Our online store does not offer exchanges or return authorizations for items purchased within our retail or authorized dealer locations. All returns must be initiated from the original point of sale and our system will not accept these returns. All items purchase online must be returned by our online return process.
HOW LONG DOES IT TAKE TO RECEIVE A CREDIT BACK FROM A RETURN?
Once your product has been physically received, returns take about 5-7 business days to process. Once this refund has been successfully processed a credit memo will be emailed to the address on file as proof of the refund reflecting to you. Refunds can take 3-5 business days to reflect to the original form of payment depending on the banking institution.
HOW LONG IS YOUR RETURN PERIOD?
Spyder wants to assure you are 100% satisfied with your online order which is why we offer a 30 day return period from the original purchase date for a refund back to the original form of payment on file for the order.
Note: Products or packages mailed directly to Spyder without Return # will be REFUSED and returned to the sender at their cost. Returns are valid for only 30 days from the date it was created and will be returned if received after 30-day period.
CAN I RETURN TWO SEPARATE RETURNS IN ONE BOX?
We ask that you return both your orders in separate boxes as this helps eliminate any confusion with our returns team and will greatly assist them with processing your refund accordingly. If two returns are sent back with one return label (under different RMAs) this will cause confusion with our returns team and will ultimately result in a delay/issue with being refunded for both returns.
I TRIED TO SELL SPYDER ON EBAY, AND MY AUCTION WAS ENDED WITHOUT MY PERMISSION. WHY DID THAT HAPPEN?
For information on eBay's VeRO program and why it is important click here.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
Spyder.com currently accepts Visa, MasterCard, American Express, Discover charge cards, Google Pay, Apple Pay, Afterpay installments, Klarna installments, Shop Pay and PayPal as a form of payment for online orders.
SECURE ONLINE SHOPPING GUARANTEE: Protecting your privacy and bringing you a safe online experience is always our main goal. Spyder takes every precaution to assure all online transactions are 100% safe by implementing numerous layers of safeguards (SSL) to protect personal information. In the event of an unauthorized charge appearing after using our site, please notify your credit card provider for further instructions.
HOW DO I KNOW WHICH SIZE TO SELECT?
All size guides are located on the product description page next to product details. Please note that these sizes are an approximation and all sizes will fit people differently as everyone is unique in their own way. For any sizing questions, please email email@example.com, and one of our representatives will be happy to assist you.
WHAT DO I DO IF I RECEIVED DEFECTIVE PRODUCT?
Web Orders on Spyder.com:
In the rare occasion you receive a defective Spyder product, please reach out to firstname.lastname@example.org and one of our reps will assist with having this item returned and a new item will be reshipped at no cost (depending on availability). N.B: This is for online spyder.com orders only.
We simply request you send us 1-2 images of the defective product, a copy of your proof of purchase or bank statement, and the below information to Warranty@Spyder.com for a prompt warranty claim.
- Phone #
- Item name:
- Item #
- Where item purchased:
Once our Warranty Department receives your claim, one of our Warranty Technicians will be in contact with you to provide further instructions and the available options we have to offer you.
CAN I CANCEL/CHANGE MY ORDER?
We do not have access to cancel, change, or edit individual items or orders once an order is submitted and if you are interested in receiving an alternative size or color a new order would need to be placed directly online. When this order arrives, you can initiate a return.
Returns must be initiated from the original point of sale. Online orders will not be accepted for refund or exchange within our retail/outlet locations.
Note: Prepaid label is only offered to United States customers. This offer excludes orders being shipped from certain US territories, Yukon territory, orders shipped to Canada from www.Spyder.com and international orders.
CUSTOMER SERVICE HOURS OF OPERATION
Monday-Friday 8:00am-5:00pm (PST)
Spyder customer support can be reached toll free at +1 (833) 541-1957 Monday-Friday 8:00am-5:00pm (PST) and is closed Saturday & Sunday.
Spyder US Closed Holiday
- Friday, December 31 – New Year’s Day (Observed)
- Monday, January 17 – Martin Luther King, Jr.
- Monday, February 21 – President's Day
- Monday, May 30 – Memorial Day
- Monday, July 4 - Independence Day
- Monday, September 5 – Labor Day
- Friday, November 11 – Veterans Day
- Thursday, November 24 – Thanksgiving Day
- Friday, November 25 - Day after Thanksgiving Day
- Monday, December 26 – Christmas Day (Observed)
WHAT ARE THE HOLIDAY SHIPPING CUTOFFS?
- For delivery by 12/23:
- By Noon EST on 12/12 with Ground
- By Noon EST on 12/20 with Second Day Air
- by Noon EST on 12/21 with Next Day Air
AM I ABLE TO PURCHASE OLD SPYDER STYLES?
The majority of our Outwear and accessories are seasonal runs and typically only lasts a couple months before the item is either discontinued or re-vamped into another like item. We do not have any back stock of items that we created in previous seasons and are unable to place a personal or custom order for these items.
CAN I COMBINE MULTIPLE DISCOUNTS/PROMOS ON ONE ORDER?
Promotions/discounts cannot be applied toward previous purchases, redeemed for cash/gift cards or be used in combination with any other offers, coupon codes, discounts or promotions. One discount or promo is allowed per order. Loyalty points currently CANNOT be combined with any other promo/discount codes.
DOES SPYDER OFFER REPAIRS?
All repairs are handled by our email@example.com team and all repairs are on a case-by-case basis.
Please email the warranty team with the following list of what is needed to set up a repair request.
- Shipping Address: (No P.O. Box numbers)
- Phone: (to reach you during business hours)
- Email address:
- Season & Style #: (or garment name/description)
- Brief description of issue:
Garments found to be outside warranty coverage, (e.g., beyond the expected lifetime of the garment, wear & tear, etc.) may still be eligible for courtesy repair, volume permitting.
Spyder splits shipping on warranty claims; simply send in the item and we'll cover costs to return it.
WHAT DOES “FINAL SALE” MEAN?
All items marked as FINAL SALE - NO RETURNS ALLOWED will be ineligible for our auto returns process. This means the item is not returnable or exchangeable.
DOES SPYDER OFFER GIFT EXCHANGES?
We do NOT have a gift return/exchange process in place now. If you can provide the original order # and the original customer email used to place the order, then we will be more than happy to assist with a return/exchange (if inventory allows). You can also send us a photo of the packing slip from the box this was received in and we can attempt to locate the order. We are unable to process a return or exchange without that necessary info as all returns/exchanges must be set up through the original order.
CAN I USE MY LOYALTY POINTS WITH A CURRENT SALE?
WHY WAS I NOT REFUNDED THE FULL AMOUNT?
Loyalty points CANNOT currently be combined with any other offer, discount or promotion as our system only allows the use of discount/promo per transaction.
Per the terms and conditions around our returns/exchange process, all returns are subject to a $10 shipping and handling fee. (https://www.spyder.com/pages/returns-exchanges) That being said, you were refund for the entire order amount, minus the $10 fee.
*Please note: The $10 return fee does NOT apply on an exchange.
CAN I DO AN EXCHANGE ON A PREVIOUSLY EXCHANGED ITEM?
Our automated returns process does not allow us to set up an exchange on an exchanged item. The best option would be to simply return the item for a refund and replace your order for the desired style on Spyder.com.