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 U.S. addresses, including P.O. Boxes, within the 50 states. Thenorthface.com does not ship to APO’s, FPO’s, or US Territory addresses.

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 long will my order take to arrive?

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

Shipping Method: Standard Shipping Estimated Arrival: 4-6 business days

Shipping Method: Two-day Shipping* Estimated Arrival: 2 business days

Shipping Method: Overnight* Estimated Arrival: 1 business day

Shipping Method: In-Store Pick-Up** Estimated Arrival: 3-7 business days

Overnight and Two-day delivery will ship the same day on orders placed before 11am (PST). Orders placed after this time will ship the following business day. A signature may be required for delivery of some orders. To ensure delivery, a street address is required.In-store pick-up is available at select locations only.

How do I know when my order ships?

When your order ships, you’ll receive an email confirmation with the tracking number(s) and estimated delivery date(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, Discover and American Express,. debit cards with a Visa or MasterCard logo, and The North Face® Gift Cards. Sorry, but we only accept credit cards that are issued in the United States.

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 at 1-888-TNF-1968.

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 1-888-TNF-1968.

Can I use a debit card?

Yes, debit cards with a Visa or MasterCard logo are accepted.

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 order are approximate. The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be determined when your order is shipped.

How are custom orders different?

Custom orders will be charged immediately to the form of payment as orders are final and are not eligible for returns, cancellations, changes or alterations.

Do you accept PayPal?

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

Gift Cards

About

Available from $10-1,000, Gift Cards and eGift Cards are redeemable at thenorthface.com, The North Face® Retail Stores, and The North Face® Outlets.

How can I use a Gift Card/eGift Card?

These can be used in combination with a credit card, and multiple Gift Cards/eGift Cards can be used at once. To redeem online, enter the unique Card number and PIN at checkout. To redeem at The North Face® Retail Store, bring in the Gift Card, or print a copy of the eGift Card, and hand it to sales associate at checkout.

How can I check the balance?

Your balance can be checked by calling 800-242-5353. You must have the Gift Card/eGift Card to check your balance.

How will I receive it?

Gift Cards are shipped individually, via free FedEx SmartPost. eGift Cards are emailed within 24 hours of purchase, or can be emailed on a selected date.

Why isn't my Gift Card being accepted?

Please verify the unique code and PIN number are entered exactly as displayed on the Gift Card. If you still have issues, contact our Customer Service at 1-888-863-1968.

If you’ve purchased a Gift Card at one The North Face® Retail Stores, and it begins with the numbers “2005”, you cannot redeem this Gift Card online. Please bring this card to any of our Retail Stores to exchange it for a Gift Card that can be used online, or use it on an in-store purchase.

When will I receive an eGift Card for items I've returned?

If you chose to get a credit in the form of an eGift Card for returned item(s), we will issue the eGift Card once your item(s) are received. Please allow 24 hours for your eGift Card to be emailed to you after item(s) have been received.

Terms and Conditions

Gift Cards/eGift Cards can be used to purchase merchandise at thenorthface.com and at any of The North Face® Retail Stores within the U.S. operated by VF Outdoor, Inc. To check the balance of your Gift Card/eGift Card, call 800-242-5353. You must possess the Gift Card/eGift Card number and PIN number in order to check your balance. Gift Cards/eGift Cards can be redeemed only for merchandise and cannot be redeemed for cash or applied as payment to any account. No variance from these terms and conditions will be allowed except in those states where legally required. Use of the Gift Cards/eGift Card constitutes acceptance of the terms and conditions.

Gift Cards/eGift Cards cannot be returned online, or in-store, and no special offer may be used to purchase a Gift Card/eGift Card. Gift Cards/eGift Cards cannot be redeemed for cash (except in states where legally required), and are not refundable if lost or stolen. Gift boxes are not available for Gift Cards.

If a physical Gift Card is lost or stolen, please provide the original or recent sales receipt indicating the date of purchase, along with photo identification. A replacement card will be issued for the dollar value remaining on the card at the time you reported the card lost or stolen. You must present a sales receipt showing a balance on the Gift Card in order for a replacement card to be issued.

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

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.


The North Face® Blog

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Nikki Kimball Completes Historic 273-Mile Long Trail in Record Time
August 20 2012

Nikki Kimball completed the iconic Long Trail in just 5 days, 7 hours and 42 minutes, setting the women’s supported speed record.