How Can We Help?
Call Us: 503-994-9355
Monday - Friday 9am - 5pm ET
I want to order but I don’t know what size to getOROS products run true to size. However, if you commonly run between sizes, we recommend you go up a size when making your purchase.
Are OROS products waterproof or water-resistant?The Orion Parka, Endeavour Jacket, Endeavour Pant, and Endeavour Mittens are fully waterproof. The rest of the Oros line is water resistant - specifically, DWR treated. SOLARCORE® - the insulation used in all Oros products - offers additional protection beyond that of our waterproof fabric. SOLARCORE® is hydrophobic, wind blocking, and insulates when wet - giving all OROS gear outstanding performance in wet and windy conditions
Where are the product specs for each item?Product specs, features, and care instructions can be found on each product page. This information is available just below our "Add To Cart" button on each individual product page. Fore more detailed information, please reach out to firstname.lastname@example.org.
What thickness of insulation is in each item?OROS products are made with varying degrees of our 2mm and 3mm breathable SOLARCORE® insulation. We optimize each jacket to provide the most efficient warmth, weather protection, and breathability. For information on a specific product, reach out to email@example.com.
Are your products cruelty free and vegan?OROS products, with the exception of our mittens, are 100% vegan. Forbes called the Orion Parka the "warmest jacket on earth" - it also happens to be 100% vegan - so you could say we offer the warmest vegan jacket ever made!
Are there any harmful chemicals being used in the production process?OROS products follow rigorous health and safety standards for sourcing and production. We do not use harmful chemicals in the creation of our products, and all OROS gear is machine wash and dryer safe.
Do you make petite or big and tall sizes?We do not currently offer petite or big and tall sizes at this time.
I selected the wrong size/colorMy order has been shipped: Since your order was already shipped, please wait for it to arrive and process the return/exchange here.
My order has not been shipped: No problem. If your order has not yet been fulfilled and shipped, reach out to our customer service. Our team will process your request, and get the right product shipped to your door.
Can I pay in other currency aside from USD
All charges are processed in US dollars. To better understand your costs, you may change your currency at any time via the drop-down menu under the "Locations" section in the footer of orosapparel.com
How do I make my order carbon-neutral?At checkout, you’ll now have the option to offset the carbon footprint of your order. How does this work? A small, optional charge — don’t worry, it’s not a lot — can be added to your order total, and the extra money will go to benefit the McCloud River Conservation. Learn more about the McCloud River Conservation here.
What on Earth is a carbon offset?Carbon offsets are a practical and effective way to reduce the effects of climate change by funding renewable energy, forestry, or clean water projects. These projects reduce emissions of carbon dioxide or other greenhouse gases in order to compensate for emissions made elsewhere, like the emissions created from ordering something online. EcoCart calculates the emissions created from your online orders and donates the exact dollar amount required to reduce those emissions directly to these projects on your behalf.
What is Route?Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.
How does Route work?If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
What is the exchange/return process?
You may return or exchange your products within 30 days of product delivery. The products must be first quality, unwashed and tags attached.
Are returns free? There is a $7 restocking fee processed on all returns.
To process your exchange/return, follow the instructions below:
- Go to our return/exchange page
- Enter your order number and shipping address
- Select your item and reason for return
- Select return or exchange
- For exchange: select your new size and color
- Click complete return
- Download return shipping label
- Send product back via FedEx or USPS.
Exchange return – International At this time, we do not accept returns and exchanges for international orders. If you feel you have a special circumstance, reach out to customer service.
I want to request a refund or replacement We stand by our products and our customers. Should you need a refund or a replacement for a damaged product, contact customer service
Refunds are processed immediately; funds typically arrive within 24-48 hours of processing. If the item is damaged, reach out to customer service.
Please provide your original order number, as well as a photo of the damage. If your item falls within out warranty policy, a replacement product will be shipped to your door free of charge.
What payment methods are accepted We accept all major US credit cards, Apple Pay, and PayPal for domestic orders. We accept most non-us issued cards for international orders.
How does Route process refunds and reorders?Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
How long does it take to fulfill and ship orders
The only thing we can’t science our way out of is current events causing worldwide shipping delays. We’re advising the OROS community to avoid gifts arriving late by shopping early. We will keep you informed as your order ships with updated tracking information. Check out our shipping page for more detailed information.
Do you ship internationally
We ship worldwide via FedEx and domestic carriers. Your order will be shipped to a freight forwarding facility located in Jersey City, New Jersey. From there your tracking will update with your shipping address.
I gave the wrong shipping addressIt happens, we get it. If you made a mistake when entering your address information, reach out to customer service as soon as possible.
Where can I find my tracking number
You will receive email notification once your order is processed, tracking will be provided at that time.
For international orders, note that your package will first be shipped to our freight forwarding service located in Jersey City, New Jersey before being send to its end destination. Reach out to customer service for any additional questions.
I did not receive my product
Reach out to customer service as soon as possible. A replacement order will be shipped to your address immediately.
Do I have to pay duties and taxes
All international orders are subject to all standard duties, taxes, and fees. Conversion rates are applied at checkout, ensuring up to date rates. A conversion fee is applied at checkout.
How do I start?On each product page there is a Try Before You Buy button below the Add To Cart button. Choose your size and color and click the Try Before You Buy button to add your items to your Try Before You Buy Cart.
Do I have to put money down to try on my items?There is a $20 deposit for the try before you buy program, which is refunded should you decide to return your item(s).
How do I process a return?When your Try Before You Buy order arrives you will also receive an email from BlackCart (please check your spam folder too if you don't see the email) with a link to the return portal. You can also email firstname.lastname@example.org if you have trouble finding the email.
In the return portal you can decide what you’d like to keep and what you’d like to return and also print a free return shipping label. Please keep the original box and packaging to send your return back as you received it.
In order to be refunded, your item(s) must be returned with the original product hang tags and be in new and unused condition.
What products are available and where do you ship for the Try Before You Buy program?All OROS apparel is available for the Try Before You Buy Program. Accessories and tees are not currently available for Try Before You Buy. Try Before You Buy is available for all U.S. addresses.
What happens if I don't return my order within the 10-day window?If you do not return your Try Before You Buy item(s) within the 10 day window, we will assume you love your OROS gear and will charge your card on file the full price of each item (minus your $20 deposit).
In order to avoid this charge your Try Before You Buy order needs to be postmarked and on its way back to OROS by the 10th full day after delivery (excluding weekends and holidays). If you need an extra day or two email us at email@example.com and we can help!
Do I have to pay return shipping?There is a $7 restocking fee for Try Before You Buy items.
Can I use my loyalty points for my Try Before You Buy purchase?Unfortunately at this time, TBYB does not support your loyalty rewards, only full price purchases can redeem loyalty points.