Customer Service

  • How do I return an item(s) purchased on

    Columbia customers can now initiate an online return by printing off a return label and dropping the items at your nearest post office. The return label is a flat $7 and the fee will be deducted from your refund instead of paying directly to the shipping carrier.

    To get the return label, follow the steps on our returns page where an email will be sent to you containing your return invoice and your return label. Simply print off both sheets of paper, seal the invoice inside the package, and stick the label on the outside of the package. To initiate a return now, click here.

  • What is flat rate shipping?
    Flat rate shipping means that no matter how much you buy, your shipping charge remains the same. We make it easy for you to stock up on our innovative products without spending a fortune on shipping! As part of your checkout process, you'll be asked to choose a shipping option. We offer flat rates for standard and expedited shipping options, so choose the one that works best for you. Here are our shipping options:

      Shipping Rates
    Country Standard Express
    Canada $7.00 $18.00
  • Can I change or cancel my order once it’s been placed?
    We work hard to process your order quickly so that you receive it as soon as possible. Because we process orders so quickly, they cannot be interrupted once they have been placed. If you forgot to add something to your order before it was placed, please place a separate order for the additional item. It will ship to you in separate packaging, and will have its own unique order number and tracking link. If you'd like to cancel your order, you'll need to wait until it is received and then return it for a refund.
  • How long will it take to receive my order?
    We offer multiple methods of shipping. The table below illustrates estimated delivery times:

    Standard Express
    2 Business Days: ON, QC
    4-10 Business Days: Rest of Canada
    Next Business Day: ON, QC
    & most centres
    3-4 Business Days: Rest of Canada

    Holiday Shipping Deadlines to arrive by December 25th:
    Shipping Method Order By Delivered By
    (All areas except ON and QC)
    December 14th
    (11:00 PM EST)
    December 25th
    (ON and QC only)
    December 16th
    (11:00 PM EST)
    (For all Remote Locations)
    December 6th
    (11:00 PM EST)
    (All areas except ON and QC)
    December 18th
    (11:00 PM EST)
    (ON and QC only)
    December 19th
    (11:00 PM EST)
  • How can I check the status of my order?
    There are multiple ways to check the status of your order. You can visit the order status page, you can click the link to the tracking number on your shipping confirmation email, or you can call us and we’ll be happy to help you!
  • Can I exchange my Columbia purchase?
    The fastest way to get a replacement item is to place a new order! Place your new order for the item you would like, and return the one you don't need at your convenience. We will process your return and credit once we receive your package. To initiate an online return, click here.
  • How long do I have to return my items?
    Our warehouse needs to receive your return within 60 days of purchase to process a refund back to your original form of payment.

    • *Your apparel must be in original and unworn condition, with tags still attached.
    • *Your footwear must be in original and unworn condition, with the original box in new condition.

    Please send your package to:

    Columbia Sportswear
    1425 Max Brose Dr.
    London, ON
    N6N 0A2

    *Returns are not prepaid. The customer is responsible for return shipping.
  • How can I check the status of my return and refund?
    We process returns within 2 business days, and you will see an email from us when your return has been processed. If you have questions, feel free to contact us.
  • Can I place an order by email?
    We’ll be happy to assist you in placing an order over the phone, but are unable to accept orders through email. Contact us and we’ll be glad to help!
  • Can I return my Columbia purchase at a retail store?
    Retail locations do not accept returns from online orders. If you are within 60 days of your purchase date, check out our returns page to initiate an online return. If you are outside the 60 day window from the date of purchase, give us a call for further assistance.
  • Does Columbia Sportswear have retail stores?
    We do! Please visit out Store Locator page to find a location nearest you.
  • How can I locate a past season product not on your site?
    The majority of our product line is available on our website; however, if you are looking for something from a past season, please email us. We may be able to assist you in locating the product through one of our retailers
  • Can you mail me a catalog of your products?
    While we do not produce a catalog, we show our product line on our website. If you’d like assistance in navigating our website, or have questions regarding additional details about our products, please contact us.
  • How can I obtain warranty service on my outerwear?
    In Canada, outerwear and equipment have a limited lifetime warranty, all other products are warranted for one year. You may seek resolution directly through the retailer where you purchased your outerwear. In many cases, the retailer will be able to assist you. If your retailer isn¹t able to assist you, please email us directly.

  • Can I just send in the one boot or the part of the item that is defective?
    We ask that you send the complete item/pair, with all components as you purchased it originally. If we cannot repair your item and we need to replace it, all components must be present before we send a replacement item back to you. We do not have components to send out as replacements, only whole items (as they are purchased in the store).
  • May I submit pictures instead of shipping my Columbia Sportswear product to you?
    We do require that the item is physically sent to us so we may complete a thorough evaluation which cannot be accomplished only by looking at a photograph.
  • What does your Outerwear and Equipment’s limited lifetime warranty mean?
    We manufacture our products to last over extended periods of use, but nothing lasts indefinitely. Fabrics will deteriorate and fade, and moving parts will eventually wear out. We will cover your outerwear or equipment under our limited lifetime warranty until such a time that we have deemed the product to be worn out beyond reasonable repair or replacement. If the product is showing the signs of its age—for instance, the fabric has become thin or faded, there are rips and tears, the zippers no longer catch, or the cuffs are fraying—we will take this into consideration when assessing your product for a warranty request. All items will suffer from differing degrees of wear-and-tear, depending upon the user. Items used by an outdoor guide for 150 days a year will by comparison, degrade faster than gear used by a weekend skier. By taking care of your equipment you will ensure a longer lifetime for your gear. Please see the care instructions on each product’s Care Tag for information on how to wash and care for your product. There will be times when you have reached the reasonable expected lifetime of your product and it is simply time to reinvest in a new product. We hope that you will again choose Columbia Sportswear to provide you with your need for quality Outerwear and Equipment products .
  • Do alterations void my warranty?
    Yes, alterations will void your warranty. If we replace the item instead of repairing it, we are not responsible for the cost of replacing any professional embroidery work completed on the original item.
  • Who pays for shipping when returning a product for a warranty concern?
    Customers are responsible for shipping products to Columbia Sportswear. We will cover the return shipping costs. We recommend that you ship your product to us using a carrier that provides you with tracking information and proof of delivery. Customers are responsible for their product until it we sign for it at the destination address.
  • Is Dryer Melt covered under warranty ?

    Our warranty does not cover dryer melt. We offer a limited lifetime warranty or limited warranty (depending on the product) that covers manufacturer's defects on products such as zipper pulls, zippers, snaps, stitching, dye bleeding, leaking (of our waterproof line).

    Dryer melt occurs, for example, when a jacket goes into a dryer without being totally saturated. The product still has dry spots; as the wet sections are drying, these dry spots continue to heat and reach their melting point of 300 to 350 degrees. Dryer melt can also occur when there is a hot spot in the dryer or the product is not tumbling freely. For safety, the product is designed to melt in these instances so that it does not create a fire instead.

  • Columbia Sportswear Gift Cards

    Please click on the attached image for our frequently asked questions regarding Columbia Sportswear Gift Cards.


  • What is the return policy for the Star Wars™ Empire Crew Parka?

    Receipts are required for all returns, no exceptions. You may return your jacket with the original receipt within two weeks of the purchase. The jacket must be unworn and in new original condition with tags in place with the original box and badges. This jacket may not be returned to Columbia Outlet locations. If given as a gift, the original receipt must be provided for the return and you will need to provide the original credit card at the time of the return.

  • Where can I redeem my virtual merchandise credit?
    Virtual Merchandise Credits can be redeemed at any of our Outlet Stores across Canada except for our Employee store OR at any of our online websites.
  • Can I use my warranty virtual merchandise credit with a discount?
    You cannot combine the warranty virtual merchandise credits with affiliates, Professional Purchase, Friends and Family, Partner, or Employee discounts. If you would like assistance with placing your order, please give our customer care team a call.

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