REI Digital Community User Guidelines

REI Community Manager
REI Community Manager
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REI Digital Community User Guidelines

Welcome to the Co-op’s Digital Community! We are happy you’re here. 

REI has been your outdoor co-op since 1938, when a group of 23 climbing friends, united by their love of the outdoors, decided to source quality and affordable gear for their adventures. While much has changed since REI’s beginnings, including the advent of the internet and digital communities like this one, our passion for life outside lives on in everything we do.

At REI, we believe a life outdoors is a life well-lived. We believe that it’s in the wild, untamed and natural places that we find our best selves, so our purpose is to awaken a lifelong love of the outdoors, for all. Our Digital Community, which we refer to as Conversations and includes forums and direct messages, is an extension of this purpose, providing you with a place to connect with other outdoor enthusiasts, share knowledge and inspiration, discuss ideas, and build relationships.

These guidelines are intended to ensure that the REI Digital Community is a fun, safe and respectful place to engage with others. By accessing the REI Digital Community, you agree to follow these guidelines and the REI Terms of Use.

Table of Contents

  1. Using the REI Digital Community
  2. Direct messages
  3. Ask an REI Employee

Using the REI Digital Community

The REI Digital Community, which includes forums and direct messages, is intended to be an engaging, vibrant place where outdoor enthusiasts come together to share their ideas, excitement and love of the outdoors with others. To accomplish this mission, it is essential that all spaces within the REI Digital Community are safe and respectful and that the interactions are relevant. All users of the REI Digital Community must be at least 13 years old and are expected to comply with the following rules in all areas of the REI Digital Community:

Protect privacy – yours and others’.

  • Respect the privacy of others and be mindful of your own privacy when posting or otherwise sharing photos, text or any other content you provide on or through the REI Digital Community (generally referred to as “User Content” in our REI Terms of Use and throughout these guidelines).
  • Avoid sharing personal information, like an address, personal identification number, password, Social Security number, credit card information, order information, or other personal information about you or others. A good rule of thumb: don’t share anything that you would not want to see on a road-side billboard!
  • Ensure that you have all legal rights and/or consents to post any User Content that you provide, or link to from anywhere in the REI Digital Community.

Be respectful and honest.

  • Respect others’ time by asking thoughtful and relevant questions and by providing appropriate and truthful responses.
  • Be honest and transparent about who you are. Don’t use a fake identity and don’t use screen names that misrepresent your affiliation with a company or organization, including REI.
  • Prominently disclose any material connections you may have to REI or third-party brands or sellers (for example, if you receive free products or services or are a paid blogger or employee).
  • Keep your tone positive and your comments constructive. Do not use the REI Digital Community to publicly disparage another user or an REI employee.
  • Always use appropriate and respectful language when you engage in the REI Digital Community. We explicitly prohibit racist, sexist, abusive, harassing, defamatory, pornographic, threatening, obscene or otherwise offensive language, including profanity, that could be considered detrimental to other users, REI employees or moderators. As members of the outdoor community ourselves, we recognize that certain product names and jargon, like the names of climbing routes, include profanity and other inappropriate language. Our prohibition of profanity extends to these uses.
  • Don’t spam. This includes unsolicited or duplicate posts or links and other User Content about fundraisers, surveys, social media, pyramid schemes, sweepstakes, contests, or other promotional User Content. There are times when the Community Manager will initiate surveys or fundraisers, but these will be executed by the Community Manager and his or her team only. REI Digital Community members are not allowed to initiate this kind of activity.
  • You are not permitted to use the REI Digital Community to promote your own business (products or services). This prohibition does not apply to stewardship activities and efforts promoted by REI's non-profit partners.
  • If you are a vendor of product sold at REI, it’s awesome if you want to answer questions that are specifically asked about the care and repair of your products, assuming you are authorized by the vendor to speak in this manner; in contrast, it is not permissible for you to use the REI Digital Community to promote your product. In every interaction within REI’s Digital Community, you must prominently disclose your specific affiliation with the vendor under discussion.
  • Don’t engage in or promote any illegal activity.
  • Respect the rights of others. Don't copy, post or share User Content that violates copyright, trademark or other rights of third parties. In addition, you are not allowed to use REI’s copyrighted material, logos or other trademarks without our permission.
  • Keep it safe. Don't post or share User Content that encourages reckless or irresponsible behavior. This extends to content that describes or encourages any potentially harmful or offensive use of the products REI sells.
  • If you believe a product sold by REI has a condition or defect that might make it unsafe, please report this safety concern immediately by clicking here or calling 1-800-426-4840 or (253) 891-2500.
  • And finally, for obvious reasons, do not post links to malware, Trojan viruses, or otherwise malicious content.

Remember, this is user generated content.

  • You will likely find plenty of good advice on the REI Digital Community, but remember that you assume all risk associated with engaging in any activities or using any equipment discussed in this community. Your situation, experience, or knowledge may vary from that of the individual who is sharing an idea or solution. Some advice you find here may even be wrong, even replies that have been marked as Accepted Solutions. Apply the same good judgment here that you would apply to information and advice you find anywhere on the internet or through your in-person interactions.
  • If you buy, sell or borrow gear through the REI Digital Community or arrange meet-ups with other community members, we encourage you to use common sense. Treat these interactions the same way you would when meeting up with a stranger. It can be unsafe, and REI assumes no responsibility or liability for the outcome of these interactions.
  • User Content should be helpful, constructive, and encouraging when voicing dissent or criticism. Don't harass, target, insult, troll, or call out other users.
  • REI’s Digital Community members are able to designate replies to their own posts as “Accepted Solutions.” These solutions will be indicated by a checkmark in the upper right corner of the post. Please note that any replies designated as “Accepted Solutions” reflect the personal opinions of the individual community members, are not chosen by REI, and are not confirmations of accuracy from REI.
  • User Content will stay on topic. Off-topic content may be removed or moved to the appropriate forum within the community.
  • Moderators may take certain actions to keep the forums welcoming, organized, and helpful for everyone. Such actions are not up for public discussion.
  • Your posts and other User Content in the forums do not expire or disappear (unless they are removed by REI for violation of our policies or in compliance with applicable law).
  • There are areas within the community where REI employees will participate. Only posts from a user with the “REI Employee” rank should be regarded as employee-generated content. Please review the “Ask an REI Employee” section below for more information.
  • If you see content in the REI Digital Community that you believe violates these guidelines, you can report the content by clicking on the small down arrow on the right of the post, selecting “Report Inappropriate Content,” providing a short reason for reporting, and clicking “Notify Moderator.” The post will then be reviewed by the Community Moderator and appropriate action will be taken, which may or may not include removal of the original post from public view.
  • REI reserves the right to remove any User Content from the REI Digital Community that it deems inappropriate at any time.

Direct Messages

You can communicate directly with other REI Digital Community members using the “Messages” button. All User Content contained within direct messages must relate to the mission of this community, and comply with these guidelines and REI's Terms of Use. Please be aware that direct messages are not private messages. All User Content contained within any direct message will be visible to REI, including the REI Community Moderator and REI Community Manager, and will be subject to REI’s moderation guidelines. Finally, you are able to send direct messages to the REI employees who are participating in the REI Digital Community; however, they have explicit instructions on how to handle these communications – they may respond generically, or ask you to move your question to a public discussion board.

Ask an REI Employee

You can connect directly with select REI employees in the “Ask an REI Employee” forum.

By accessing REI’s “Ask an REI Employee” forum, you agree to all of the above guidelines and the following:

  • Again, you assume all risks associated with engaging in any activities or using any equipment discussed on REI's Digital Community.
  • In this section of the REI Digital Community, designated REI employees will provide responses to questions asked in this forum as honestly as possible and with good intentions. It is possible, however, that responses provided by an employee in this section may not be the “right” answer for your situation.
  • REI employee answers, including suggestions about experiences or activities, must be taken with an appreciation for the differing capabilities among individual users, weather and other varying conditions, and the differing demands placed on equipment or techniques by the wide variety of circumstances that can be encountered in outdoor recreation. The information provided in this section of REI’s Digital Community is not a substitute for in-person guidance by a qualified instructor or for personal experience gained in the company of knowledgeable and experienced outdoor recreationalists. You acknowledge that you could be seriously injured or die when engaging in activities presented on REI’s Digital Community and that you should receive professional instruction when appropriate. You assume all risks associated with engaging in any activities or using any equipment presented on REI’s Digital Community.
  • REI employees who provide answers in this section have been instructed to avoid answering questions about topics such as REI’s positions on social and political issues, so please do not get frustrated with them if they avoid directly answering these types of questions.

REI reserves the right to take action against any account that violates these guidelines. For example, we may remove your User Content, temporarily or permanently suspend your REI Digital Community-posting privileges or close your REI Digital Community account.

REI reserves the right to change or modify these guidelines at any time and in our sole discretion. If REI makes changes to these guidelines, we will provide you with notice of such changes, such as by sending an email, posting a notice on the REI Digital Community or updating the date on these guidelines. Your continued use of the REI Digital Community will confirm your acceptance of the revised guidelines. We encourage you to frequently review these guidelines to ensure you understand the terms and conditions that apply to your use of the REI Digital Community. If you do not agree to the amended guidelines, you must stop using the REI Digital Community.

Last updated on July 29, 2019