Patagonia Customer Care: How to Get Help Fast, What’s Covered, and Practical Next Steps

How to reach Patagonia Customer Care

For U.S. and Canada, the primary customer care phone number is 1-800-638-6464. You can also start with the online help center at help.patagonia.com, which routes you to live chat, returns, repairs, order status, and store services. If you’re working with Worn Wear (used gear) specifically, go to wornwear.com for trade‑ins, repairs, and used inventory support.

Live support hours vary by season and volume, but phone and chat typically run during business hours in Pacific Time, with extended or weekend coverage during peak periods (e.g., holiday season). If you need the current day’s hours, check the banner at help.patagonia.com before calling. In most cases, you’ll get the quickest live response via chat during mid‑morning PT on weekdays, while phones can have longer waits right after major sales or new product drops.

Have your order number (format often looks like US-########), the email used for the order, and your shipping ZIP code ready. For product questions without an order (e.g., sizing or care), the product style number on the garment tag (often shown as “Style” or “STY,” and Patagonia’s RN is 51884) helps the team find exact specs quickly.

Returns, exchanges, and the Ironclad Guarantee

Patagonia’s Ironclad Guarantee covers defects in materials and workmanship for the functional life of the product. If a product fails due to a manufacturing issue, customer care will facilitate a repair, replacement, or refund depending on the case. Wear and tear, accidents, or misuse aren’t warranty defects, but Patagonia will still help with a repair at a reasonable cost whenever possible.

For new/unworn items bought directly from Patagonia (patagonia.com, U.S. retail stores, or phone orders), returns for a refund to the original payment method are generally accepted within 30 days of ship or purchase date; after that window, returns are typically issued as Patagonia merchandise credit. Exchanges for a different size or color are commonly supported when inventory allows. A prepaid return label is available through the returns portal; in the U.S., a flat label fee (often about $5.00) may be deducted from refunds, while exchanges usually ship free both ways. Policies can adjust over time—confirm the latest details at patagonia.com/returns.

Allow time for transit plus processing. Once your return is delivered to Patagonia’s returns facility, processing commonly takes 7–10 business days. Refunds post to the bank shortly thereafter (banks can take an additional 3–5 business days). If you need to return a gift, ask for a gift return and Patagonia can issue credit without notifying the purchaser.

Step-by-step: U.S. returns and exchanges

Start at patagonia.com/returns to generate a return or exchange. Enter your order number and ZIP, choose items and reasons, and select refund or exchange. Print the prepaid label and include the packing slip in the box. If you don’t have a printer, customer care can email a QR code label compatible with common U.S. carriers.

Drop the package with the indicated carrier and keep the receipt. You’ll receive email updates when the package is scanned and again when the return is processed. If tracking shows delivered but you haven’t received a processing email after 10 business days, contact customer care with the tracking number so they can trace the package internally.

Repairs and Worn Wear

Patagonia operates one of the largest apparel repair programs in the industry, with company statements indicating over 100,000 repairs completed annually in North America. Warranty (defect) repairs are covered at no cost; wear‑and‑tear repairs are offered at a reasonable fee, quoted after Patagonia inspects the item. Common turnaround times are 2–6 weeks outside peak seasons; complex work (e.g., down baffle rebuilds, major zipper replacements, or wetsuits) can take longer.

To start a repair, go to patagonia.com/repairs or the help center and request a repair authorization. You’ll receive packing instructions and, when applicable, a prepaid label. Clean garments before sending; for safety and quality, Patagonia cannot work on soiled items. Include a short note describing the issue and mark the problem area with painter’s tape. If a repair isn’t possible, customer care will discuss alternatives (replacement or credit) aligned with the Ironclad Guarantee.

Worn Wear, launched in 2013, extends product life via trade‑ins, repairs, and resales. Trade‑in credits vary by item category and condition; as a ballpark, credits commonly range from $10 to $100+ for eligible pieces. You can trade in at participating Patagonia stores or via wornwear.com (mail‑in kits available). Credits are issued as Patagonia or Worn Wear credit and can be used on new or used gear. Worn Wear also sells refurbished items at a discount, often 20–50% off original MSRP depending on condition and model year.

Orders, shipping, and delivery issues

Order confirmations typically arrive within minutes of checkout. If you didn’t receive one, check spam or promotions folders; if still missing after 1 hour, contact support to verify the email on file. You can track shipments via the link in your shipping confirmation or by logging in and visiting Order History. Split shipments are common if items ship from different facilities.

In the U.S., standard ground delivery usually takes 3–7 business days depending on destination. Expedited 2‑Day and Overnight options are often available at checkout. Free standard shipping thresholds may apply during promotions or above stated cart minimums (commonly around $99, though this can change), and oversized items or heavy goods may carry surcharges.

For missing packages, first check the carrier’s scans and any “delivered to” notes. Many carriers mark “delivered” up to 24 hours before final handoff. If it still hasn’t arrived after 24 hours, look for delivery to neighbors, building offices, or parcel lockers. Then contact customer care with the order number and tracking; they can initiate a trace or replacement. For damaged-in-transit items, photograph the box and contents within 7 days and reach out so Patagonia can file a claim and ship a replacement promptly.

In‑store support and services

Patagonia retail stores can assist with returns, exchanges, Worn Wear trade‑ins (at participating locations), and product advice. Many stores can accept repairs for routing to the repair center. Use patagonia.com/store‑locator to find store addresses, phone numbers, hours, and which services are offered on‑site. During peak seasons, calling ahead can save a trip, especially for special services like boot fitting events or Worn Wear pop‑ups.

If you bought in store, bring the original receipt for a refund; without it, stores can usually issue merchandise credit if the item is new/unworn with tags. For online orders returned in store, processing is often immediate for exchanges and credited within standard timelines for refunds. Some stores host seasonal repair events; slots are limited and fill quickly—check local store calendars or the help center for upcoming dates.

Pro tips to speed up resolutions

• Include the product style number and size from the inner tag; Patagonia’s RN is 51884, and style numbers (e.g., STY 84675) help pinpoint exact materials and year of manufacture for correct parts and repairs.
• Attach clear photos: the full item, the damage area (close‑up and 3–4 ft away), and the care/content tag. This allows rapid triage and accurate repair quotes without back‑and‑forth.
• For returns, use the provided label or QR code and keep the drop‑off receipt. Most return investigations require the carrier receipt or tracking ID to proceed.
• If you’re between sizes, ask customer care for the garment’s actual measurements (chest, sleeve, back length) for your specific season’s model; these differ year‑to‑year even with the same product name.
• For time‑sensitive needs (e.g., a trip date), note your deadline in the request. Patagonia can sometimes prioritize repairs or suggest interim solutions like replacement parts, field‑repair kits, or a temporarily loaned item.

Escalations and special cases

Safety issues (e.g., avalanche airbag packs, climbing hardware, wader boot failures) are prioritized. If you suspect a safety defect, contact customer care immediately and stop using the product. Keep all parts and photos; Patagonia will arrange inspection and, if needed, expedited replacement. For any recall notices, the help center and patagonia.com will list affected SKUs, dates, and remedy instructions.

International customers should use their regional Patagonia site for local contact details, currency, and policies. Return windows, repair logistics, and shipping options can differ by country and by authorized dealer vs. direct purchase. If you purchased from a third‑party retailer, start with that retailer; Patagonia can advise on warranty paths once you provide proof of purchase and product identifiers.

If an issue remains unresolved after initial contact, ask for a case number and request escalation to a supervisor or the warranty/repairs team. Summarize the timeline, attach documentation, and specify your desired outcome (repair, replacement, refund, or credit). Patagonia’s goal is to keep gear in use and customers satisfied, and clear documentation helps the team move quickly.

Quick reference: useful links

Help center: help.patagonia.com

Returns and exchanges: patagonia.com/returns

Repairs (warranty and wear‑and‑tear): patagonia.com/repairs

Worn Wear (trade‑ins and used gear): wornwear.com

Store locator: patagonia.com/store‑locator

Customer care (U.S./Canada): 1‑800‑638‑6464

Is Patagonia a lifetime warranty?

Once for life they promise that if you’re not satisfied with an item. Or if it ever rips or wears down due to normal wear and tear you can return it to them for a repair a replacement or a refund.

Does Patagonia fix jackets for free?

We’re happy to look at any Patagonia item that needs repair to see if it’s something we can fix. We don’t charge for most repairs, but more technical items (think wetsuits, waders, etc.) may be subject to a repair fee.

Does Patagonia take back old jackets?

Trade in can be done online and mailed directly to us, or you can take your items to a Patagonia-owned store. We’ll take your used Patagonia clothing and gear that is functional and in good condition and give you a merchandise credit that can be used at Patagonia.com, WornWear.com and in Patagonia-owned stores.

Does Patagonia allow replacement?

We guarantee everything we make. If you are not satisfied with one of our products at the time you receive it, or if one of our products does not perform to your satisfaction, return it to the store you bought it from or to Patagonia for a repair, replacement or refund.