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.

What does A5 in the name A5 Series mean?

The “A” in A5 is an abbreviation for the term Aid Climbing. Aid climbing is defined as the use of mechanical devices placed in rock to assist in upward movement. A5 is the most difficult climbing rating suggesting that extreme aid is necessary. On a climb with an A5 rating, nothing is trustworthy of catching a fall for an entire pitch, or the length of one rope. This most difficult rating is reserved only for pitches with no bolts or rivets (holes) for the entire pitch. Examples: pitches on the Jolly Roger and the Wyoming Sheep Ranch on El Capitan in Yosemite, CA; Jim Beyer routes in Arches National Park, and the Fisher Towers, UT.

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 or a different address?

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 (different than billing 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 including processing and shipping?

We make the best effort to process orders within one business day. 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) for an order, and send you an email with the shipping and tracking information. Using the tracking number(s) provided, you can either click on the tracking numbers itself or enter the tracking number(s) into the chosen carrier’s website to 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 methods of payment does thenorthface.com accept?

We accept Visa, MasterCard and American Express.

The address I typed is correct, but thenorthface.com is not accepting it. What should I do?

Does the address you typed match the address on file with the credit card company? If you still encounter a problem after you’ve verified that the address matches, please call our Customer Center at 1-877-992-0111 for further assistance.

What do I do if my promotion code doesn't work?

Verify that you entered the promotion code number exactly as shown, without spaces. If problems persist, please refer to the terms and conditions associated with the promotion code.

Why does my credit card show two charges?

Sometimes credit card statements contain two transactions, but this is only a temporary scenario. When a purchase is made, an authorization charge is placed on credit cards which temporarily hold funds on an account. 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 is released at a maximum of 72 hours from the time of order.

For your own protection and security, thenorthface.com may pre-authorize $1 to verify your billing address and credit/debit card information. Upon successful pre-authorization, we’ll authorize the full amount of your purchase (plus any applicable sales tax and shipping fees). If this $1 pre-authorization fails, thenorthface.com will not authorize the full amount of your purchase. This $1 pre-authorization will drop off from your account within 2-3 business days (depending on your financial institution). We will collect payment or charge your credit card only when the order is shipped.

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.

Your Account

How do I sign in to thenorthface.com?

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 by following the instructions provided.

How do I update my account information, including changes to my home/email address?

Sign in to thenorthface.com, 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 update your payment information.

How do I update my payment information in my account?

Sign in to thenorthface.com, 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 thenorthface.com, 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 updates, or changes, to your account.

What do I do if my password doesn't work?

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 and an organic black ribbon (with our mantra of Never Stop Exploring™ printed throughout).

At this time, gift boxes are not available for footwear and equipment (i.e., tents, sleeping bags, packs) categories.

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.