GENERAL STORE CLOSURE INFORMATION
Q: Why are you closing your retail stores?
A: All of REI's 162 retail stores and Arizona Adventure Center are closed until further notice. We believe this is the best decision to keep our employees and customers safe in this unprecedented moment.
Q: During REI store closures, are there any delays I should expect?
A: We like to be transparent, so we want to let you know that due to higher-than-usual demand and contacts, our return processing times, inventory and deliveries, and responses in general may take a bit longer than we’d like. Please know we’re committed to the best possible customer experiences and we’re working hard to cover all of our customers’ needs. Our goal is to continue to serve our valued co-op members and customers, fulfill orders to get your awesome gear to you, while keeping us all safe. Thanks for your patience!
Q: Will you be accepting dividends as donations back to the company (to help cover cost of employees who need additional sick/family leave due to the virus, extra measures to keep stores and shoppers safe, or even donate to the CDC Foundation, etc.)?
A: It’s questions like these that make us so proud to be part of the co-op community. If you’d like to contribute to the outdoor community, consider a donation to one of our nonprofit partners. Many nonprofits are hurting right now, and they would certainly love your support. https://www.rei.com/h/philanthropy
PLACING AN ORDER
Q: What if I want to buy something?
A: We can help! Our website and contact center are still open for business during this time. We will be fulfilling orders made through our website and our Sales & Customer Support team is available to help answer questions.
Q: Can I still pick up my order in-store?
SHIPPING & RETURN INFORMATION
Q: Will you offer free shipping?
Q: Why won’t you provide prepaid shipping labels for returns?
A: In this unprecedented time, our teams are working as fast as they can to serve all of our customers’ needs, including processing the returns we are receiving. Unfortunately, with the current level of returns we have received and the possibility of further disruptions to our normal business operations, we simply are not able to facilitate a different return process than the one we currently have in place.
A: Despite our store closures, we recognize that you may need a little help putting a new bike together or fixing an existing bike that needs a little work. Please email us at firstname.lastname@example.org to connect with a certified bike tech for technical help; within 24 hours, they will connect with you via email or phone. A few important details about this email address: (1) at this time, we are not able to set up appointments or schedule any in-person assistance; (2) to ensure our technicians are able to answer all of the technical questions our customers have, please ask all of your general bike and accessory questions here in the community!
Q: What does this mean for a past-due rental return?
A: As soon as we reopen, please work with your local REI store team to return your products. We are pausing all late fees during our closure.
REI CLASSES, EVENTS AND ADVENTURES
Q: I am confirmed for a local experience/event/tour/class in my community. Is that cancelled?
A: If you are registered for a class before May 31st, yes. And registered attendees of paid programs will receive a 100% refund. To provide you with flexibility in your plans through the summer, if you wish to cancel or transfer due to health or safety concerns related to COVID-19, REI will waive our 48-hour cancellation requirement. Please check back with us in late May to re-book your program.
Q: My local experience/event/tour/class was cancelled but I haven’t seen my refund. What should I do?
A: If your class is in the next week, email email@example.com with your registration confirmation number, date of your event/class, your name, & email address. If your class is not for a few weeks, we would greatly appreciate your patience as we process a large amount of refunds.
Q: Does this have any implications for your adventure travel business?
A: For a number of weeks, REI Adventure Travel has been proactively communicating with guests about coronavirus (COVID-19) virus to answer questions and help them prepare for their active vacations. We have also been monitoring updates from U.S. State Department, CDC and WHO and keeping in contact with our local teams for updates.
Increasingly, there are ever-changing entry and exit requirements for many countries and travel restrictions are being implemented without notice. As a result, we are discontinuing all domestic and international trip operations through May 31 and working directly with travelers in all areas that have been affected.
The decision to travel is a personal one. REI is currently waiving any change and cancellation fees for any guest who wishes to cancel or transfer to another trip or date due to travel health or safety concerns related to coronavirus.