Company Background

Why is the company called The North Face®?

In the Northern Hemisphere, the north face of a mountain is generally the coldest, iciest and most formidable route to climb. Our founders thought this name reflected our mission and dedication to the extreme.

What does The North Face® logo represent?

The North Face® logo was inspired by the Half Dome in Yosemite, revered as one of the greatest big walls in the world. Our logo was created as our interpretation of this great wall.

Shipping

Can I ship to international/APO/FPO addresses?

Currently, orders can only be shipped to Canadian addresses, including P.O. Boxes.

Can I ship my order to someone else?

Yes, orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a new shipping address.

How is the shipping cost determined?

The shipping cost is $12.00 for standard shipping or $30.00 for express shipping.

How long will my order take to arrive?

For an estimate of shipping times, please reference the times below:

Standard Shipping estimated arrival: 7-14 business days Express Shipping estimated arrival: 5-7 business days

How do I know when my order ships?

When your order ships, you’ll receive an email confirmation with the tracking number(s).

How do I track my order?

When an order is shipped, we’ll update your account to show the tracking number(s), and send you an email with the same information. Using the tracking number(s) provided, you can follow the path of your order from our warehouse to your destination.

What is Green Shipping?

Carbon emissions associated with every order on thenorthface.com are measured and offset by The North Face® via GreenShipping.

Payment

What payment methods do you accept?

We accept Visa, MasterCard and American Express.

The address I typed is correct, but it's not being accepted. What should I do?

Does the address you typed match the address on file with the credit card company? If it does, and you still encounter a problem, please call our Customer Center a 1-877-992-0111.

Why doesn't my promo code work?

Please check that you entered the promo code exactly as shown, without spaces. If the problem continues, please check the terms and conditions or give us a call at 1-877-992-0111.

Why does my card show two charges?

Sometimes credit/debit card statements contain two transactions, but this is only temporary. When a purchase is made, an authorization charge is placed on credit/debit cards which temporarily hold funds. This is not actually a charge on your card. Once the order has been shipped, this authorization becomes an approval and charges your account. The authorization falls off under 72 hours from when you ordered.

For your security, we may pre-authorize $1 to verify your billing address and credit/debit card information. If successful, we’ll charge the full amount of your purchase (plus sales tax and shipping) once your order ships. If this $1 pre-authorization fails, we will not authorize your purchase. The $1 pre-authorization will drop off from your account within 2-3 business days.

How is sales tax calculated?

Taxes that appear on your online order are approximate. The actual taxes charged to your credit card will reflect the applicable federal and provincial sales taxes, and will be calculated when your order is shipped.

Can I cancel my online order?

We immediately start to process your order as soon as it’s placed. There isn’t a delay that allows us time to cancel or change orders once they’re submitted. We apologize for any inconvenience. If you need to make changes, please wait to receive your order and make any returns at that time.

Do you accept PayPal?

Yes! To use PayPal, select the logo at checkout and follow the instructions to login via PayPal.

Your Account

How do I sign in?

If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign In’ tab, and create an account.

How do I update my account and address?

You can update your information by signing in to your account, and click the ‘My Account’ tab located at the top of the screen.

How do I update my payment information?

Sign in to your account, and click the ‘My Account’ tab located at the top of your screen. Once you’re in the ‘My Account’ section, you will be able to update your payment information.

How do I change my password?

Sign in to your account and click the ‘My Account’ tab located at the top of the screen. Once you’re in the ‘My Account’ section, you will be able to make any changes to your account.

How can I reset my password?

In the ‘My Account’ page, click on “I forgot my password”, located underneath the sign in. This will open a new window, where you’ll be asked for your email address. Enter your email, and we’ll send you a new temporary password. Follow the instructions on the email to log in with this temporary password, and how to create a new one.

Other

Can I get a gift box with my order?

There’s no need to grab wrapping paper or tape, we offer gift boxes in a variety of sizes that will get any athlete’s attention. Made from 100 percent recycled materials, every red gift box comes with tissue paper.

Gift boxes are not available for footwear and equipment (i.e., tents, sleeping bags, packs).

How do I request a donation or sponsorship?

For donation or sponsorship requests, please visit www.thenorthface.com/request.

Employment

How can I find out about job openings with The North Face®?

To browse through our current job opportunities, check out our Careers section.

Why Shop on thenorthface.com?

Why Shop TNF?

The North Face® is committed to bringing you premier, technical, authentic, innovative products that enable and inspire exploration. By shopping from us directly, you receive the best customer experience, expansive product knowledge, and the largest selection of The North Face® products in one place.

Perks with Purchase

Lifetime Warranty The North Face® products are fully warranted to the original owner against defects in materials and workmanship for the lifetime of the product. Period. If a product ever fails due to a manufacturing defect, even after extended use, we will repair the product, without charge, or replace it, at our discretion.

Largest Selection of Gear and Apparel As the premier supplier of authentic and technically innovative products, thenorthface.com features more branded apparel, footwear, equipment, and accessories than any other retailer. Visit us first for the broadest wealth of product information and largest selection of products. If we don’t have it, it probably doesn’t exist.

A+ Better Business Bureau® (BBB) Rating An accredited business since 2009, The North Face® has an A+ rating on a scale from A+ to F. In case you’ve been out of school for a while, an A+ is pretty good. We work diligently to resolve any issues that arise, and work even harder preventing issues from ever impacting you.

In-Store Pick-up Buy online to avoid shipping charges and pick-up your order at your local The North Face® Retail Store within just a few business days. To be eligible, choose the In-store pick-up option at checkout, select the nearest The North Face® Retail Store, complete your order and wait to receive an email notification from us letting you know your item is available at the selected store.

Online Customer Reviews With over 10,000 customer reviews and counting, product reviews are a great source of information to consider while shopping thenorthface.com. Read what others are saying about a product to form a second, third, or fourth opinion before you buy. Reviews are found on each product page.

See It In Action Watch our athletes climb, ski, run, and more in our products - and hear in their own words what features they rely on in each product.

GreenShipping Carbon emissions associated with every order on thenorthface.com are measured and offset by The North Face® via GreenShipping.

Follow us on Twitter & Facebook See what we’re up to, and be the first to know of upcoming announcements, products, and promotions on our Facebook and Twitter page. Check out our exclusive Fan Shop on our Facebook page with limited-edition gear you can’t find anywhere else.

The North Face® Mobile Shop from the road with mobile sites designed to keep you connected, while you’re out exploring.